KangaByte Computer Repair

Repair Intake Workflow

Procedure: SP-001  |  Version: 3.0  |  Last Updated: 1 June 2025  |  Owner: Marcus Chen

Step 1: Greet the Customer

• Approach the customer within 30 seconds of arrival
• Ask: "What seems to be the problem with your device?"
• Listen without interrupting — let them explain the full issue
• Ask clarifying questions:
  • "When did the problem start?"
  • "Has anything changed recently (updates, new software, drops, spills)?"
  • "Is there any important data on the device that needs to be preserved?"
  • "Has anyone else attempted to fix it?"

Step 2: Visual Inspection

• Inspect the device at the counter in front of the customer
• Check for physical damage: dents, cracks, screen damage, liquid residue
• Note any missing screws, stickers, or signs of previous repair
• Photograph the device from multiple angles (front, back, sides, ports)
• These photos are attached to the job record for reference

Step 3: Create the Job Record

1. Open the StockMate system (desktop shortcut)
2. Click + New Job
3. Enter customer details:
   • Full name, phone number, email address
   • Check if returning customer — pull up existing record
4. Enter device details:
   • Make, model, serial number (check label on bottom/back)
   • Operating system and version
   • Colour, condition notes
5. Enter the reported issue (use the customer's own words where possible)
6. Set priority: Low | Normal | High | Urgent
7. Attach photos taken during inspection
8. Print the Device Intake Receipt (dual copy — one for customer, one stays with device)

Step 4: Initial Assessment & Diagnostic Fee

• Explain the diagnostic fee to the customer
• Process payment (or note as "pending" if they want a quote first)
• Provide the customer with a copy of the receipt and their job number
• Give an estimated timeframe: "We'll have a look today and contact you within 4 hours with our findings."

Step 5: Secure the Device

1. Place the device in a numbered transit bag
2. Attach the job number to the bag (tag on the handle)
3. Place the device in the numbered intake locker
4. Record the locker number on the job record
5. Place the customer's copy of the receipt and the device charger in the bag

Step 6: Assign to Technician

• Assign the job to the appropriate technician based on workload and expertise
• Update the status to "Awaiting Diagnosis"
• The assigned technician will begin diagnostics within the SLA timeframe

What Happens Next

Once diagnosed, follow the Diagnostic Process procedure. After diagnosis, the customer is contacted with findings and a quote.