Visual Inspection Guidelines

Performing a visual inspection is the first step to taking a device off of Waiting for Bench. By performing the visual inspection, we are able to accurately and confidently diagnose, quote, and fix customer devices. Performing a visual inspection and making accurate notes also allows us to ensure that no extra damage was caused by us during repair, and if it was, we are able to efficiently rectify our mistakes. This documentation aims to give the reader a clear guideline on how to perform an efficient visual inspection.

Laptops

Performing the visual inspection on laptops goes as follows

Enclosure Damage

• Check for enclosure damage (cracks, scratches, dents, signs of liquid damage) on the top case and bottom case.
  • If there is any physical damage, notate the extent of the damage in private notes with photos.
  • If the damage is purely cosmetic, notate just the location and the nature of the damage (scratch, dent, etc…)
• Check the keyboard/trackpad for any signs of damage (missing keycaps, trackpad cracked, signs of liquid damage)
  • If there is any physical damage, notate the extent of the damage in private notes with photos.
  • If damage is solely cosmetic, notate the nature of the damage (rubbed keycaps, scratched palmrest, etc…) in private notes.

Display/Bezel

Check the display/bezel for physical damage.

Windows Devices

• The plastic bezel can sometimes be cracked with no other signs of damage to the display. Please pay attention to this.
  • If there is damage to the physical damage to the display bezel (cracks, breaks) notate damage in notes with photos. If the device was checked-in for this damage, just making notes of the type and location is sufficient.
  • If the damage is purely cosmetic, make notes of location and type of damage.

MacBooks

• Check the bottom bezel for cracks. There are no plastic bezels for Mac devices, but the chin of the display can still crack without signs of damage to the display itself.
  • If the device was not checked-in for bezel or display damage, please notate the extent of the damage with photos. If the device was checked-in for this damage, just making notes of the type and location is sufficient.

Desktops

Outer Inspection

• Check the outside of the case for dent, scratches, cracks or any other signs of damage.
  • Make note of any damage to the case.
  • Make sure buttons function and no usb ports look damaged. If damage to ports is present, notate with photos in the work order.
• Check for missing screws in the case
  • Make note of any screws that are missing. If there are multiple screws missing, notate and contact the customer to see if someone else worked on the device before us.
• Check for signs of liquid damage on the case.

Inner Inspection

• Remove the side panels and inspect for loose cables
  • Before re-seating cables, make note of which cables appear loose. If there are multiple loose cables, take photos and contact the customer to see if someone else worked on the device before us.
• Check for loose hardware
  • Look inside for the GPU, CPU, and any drives that may be installed. If you see any loose hardware, make notes of the parts that are loose. If there are multiple loose parts, take photos and contact the customer to see if someone else worked on the device before us.
• Check for signs of internal liquid damage
  • If any liquid damage is found, take photos and make specific notes of where liquid damage is, what parts it came in contact with. Do not proceed until you contact the customer and let them know of the presence of liquid damage.
• Blow out the device.
  • The final part of the visual inspection of a desktop is to blow the device out of any dust. Ensuring the fans installed do not spin, blow out the desktop until dust is removed. This includes removing the side panels and the front panel, if applicable. Notate when the blow out has been completed.

Phones/Tablets

Enclosure

• Check for enclosure dents, cracks, or bends.
  • If physical damage is present, notate with photos.
  • If the device was checked-in for this damage, just making notes of the type and location is sufficient.
• Check for signs of dropping or or scuff marks on the enclosure.
  • These scuff marks are proof of drop and could lead to LW being voided. Notate in detail the location of the scuffs or dents on the device.
• Check for missing dock screws
  • If screws are missing, the device is considered tampered and would now be VMI Red.
• Check for signs of liquid damage
  • Liquid damage on a mobile device would mainly look like corrosion to the charging port. If corrosion to the charging port is detected, notate and take photos of the damage
  • Liquid damage could also look like stickiness around the enclosure or condensation in the camera lenses. If this is found, please notate with photos in the work order.

Display

• Check for cracks, deep scratches, or signs of discoloration.
  • General surface scratches are not covered under Apple Care. If scratches are present, and cx is attempting to get the display replaced for these, make detailed notes about location and size of scratches. If you are unsure if the damage to the display would be considered a scratch or a crack, see: “Determining the Difference Between a Scratch and a Crack”. Once a determination has been made, either:
    • Inform the customer that scratches are not covered under Apple Care+ or Limited Warranty.
    • Inform the customer that the crack will be covered under an AppleCare+ claim.
  • If the device was checked-in for a cracked display, just making notes of the type and location is sufficient.
• Check Enclosure near the source of damage.
  • For example, if there are lines in a display and you see a scuff mark or sign of dropping on the enclosure where the line is, the scuff mark would void warranty as it is a sign of abuse.

Back Glass

• Check the back glass for cracks, scratches, or gouges. General surface scratches are not covered under Apple Care. If the device was checked-in for a cracked back glass, just making notes of the type and location is sufficient.