Contents - MicroBytes

Functions in a Service Tag
Contents
Functions in a Service Tag ...................................................................................................... 1 Starting a service system......................................................................................................... 2 Change Memo in Repair Tag .................................................................................................. 3 Defective parts in a system under warranty ............................................................................ 4 User Parts ................................................................................................................................ 6 Customer Buying New parts in a service tag ........................................................................ 17 Completing a service tag ....................................................................................................... 26 If a customer calls to Authorize ............................................................................................ 31 If a customer wants to order a part and have it installed ...................................................... 34 Customer with a TAG ordering a Part .................................................................................. 40 MicroBytes | Service Guide by Amy Grauer 1
Starting a service system
1) When working on a new service system you must update manage
2) Status of an incoming service system is always set to NEW
3) When putting one on the bench you must change it to IN PORGRESS
4) You must update memo’s often
5) Once tested, if we need customers to call back or waiting for a user part to come
back, etc, you must change status to Waiting (and select reason) and then put it on
the Waiting shelf in the back
6) If it is done then the tag must be completed
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Change Memo in Repair Tag
1. Now every time something is type into a memo of a repair tag and you click save, it is
permanently there
2. However there is a way to modify the memo
3. When you are in the tag it is Control + L
4. It will ask for a manager’s password
5. Erase or type in whatever you need and click Save
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Defective parts in a system under warranty
1. In manage click on service
2. Then repair
3. Scan your barcode
4. Either scan the back of the customers system (order number label) or key in the
customer’s invoice number
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5. Click on the Show invoice button to confirm that the customer’s system is still under
warranty.
6. Systems come with a one year standard warranty from invoice date. Then there might be
a Micro Plan. If it is under the one year, items need to be sent out to the manufacturer.
During the Micro Plan time it is an exchange in the store.
7. You must click the Scan Def Parts after determining what is defective
8. Scan the barcode of the item
9. Then scan the serial number of the item
10. The select the reason for what is wrong with the item from the drop down menu. If the
reason is not listed then type in your reason.
11. Click Add Line
12. Hit process
13. This will print a defective sheet, you must tape this to the defective product and give it to
the RMA guy
14. Once you receive the replacement you must open the customer’s service tag (from main
page Æ service Æ repair Æ scan tag Æ scan your barcode)
15. Click on Scan New Parts
16. Scan the barcode of the new/replacement part
17. Scan the serial number of this part
18. Key in the stock number of the defective item we are replacing
19. Make sure the is a check mark in the warranty box (bottom right) so the item is replaced
at $0 (no charge)
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20. Hit process
21. Then you must complete and get a manager
User Parts
1. When a customer purchases a part from MicroBytes they have 7 days for a refund and 15
days to exchange or an in store credit. Once it is past those 15 days the warranty falls
upon the manufacturer’s warranty.
2. If the customer has a micro plan, during the manufacturers warranty we send it off to
them, and we pay the shipping for the customer
3. If the customer does NOT have a micro plan then during the manufacturer warranty we
send it off for them during the first year only and the customer pays the shipping fee.
4. Usual shipping fee is $15; however that is for in Canada only. Items being sent to the
states usually start around $40 +.
5. If we test the item, and the item tests fine then $25 diagnostic fee applies. This must be
told to the customer. If we test the item and it tests defective then it needs to be sent off
the manufacturer/supplier (depending on the item)
6. First step is to create the customer’s service tag.
7. From the main screen click on Service
8. Then click repair
9. Scan yourself in
10. Type in the customers invoice number. Invoice number is always the date it was purchase
(month/day/year) then our store number, then the number that the customer past through
the cash. For example 081607-09-0025 Æ081607 is August 16th 2007, 09 is Pointe
Claire, and 25 mean he was the 25th customer to buy something on that day.
11. KEEP IN MIND when you are typing in the invoice number, after you put in the date and
put the first dash the system will automatically put the 09 for you with the second dash so
all you have to do is put the last 4 digits.
12. Inputting the customers invoice will automatically put his name and phone number.
DOUBLE CHECK TO MAKE SURE THIS INFORMATION IS CORRECT.
13. Then click next.
14. Just click ok to the question of “Does customer have password”
15. Instead of selecting computer from the next screen you will select “Others” and in both
the English and French write what the item is
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16. Then Select Next
17. The next select Labor in the following screen and press next
18. In the following screen for the problem you would write User Part – Hard Drive and the
price you would write $15 (unless otherwise specified)
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19. Then his next where it would ask you the language to print the tag in (English or French)
20. In the memo field you must type what the item is and what is happening with it
21. In the deposit field you put write $15
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22. Customer signs the service tag (top of the two lines) and passes at the cash with the his
copy to PREPAY the $15
23. Once tested, if the item tests defective then it must be made defective in our system
24. Click the button called Scan Def Parts
25. Scan the barcode of the item, serial number and select a reason and hit Add Line
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26. Then hit the process button and this will print the defective sheet
27. Tape that to the item and give it to the RMA guy to be sent out for replacement from
manufacturer. If the RMA guy is busy, then it goes in the customer defective box in the
back waiting shelf area.
28. The customer’s service tag, since there is no system here to tape it on to goes in the green
folder kept in the back called User Part until it comes in.
29. The you must update the customers status to Waiting by pressing the button
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30. It will ask you to pick a reason and from the drop down menu you would select User Part
31. This will add that as a memo to the tag
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32. Then we must wait for the new item to come in.
33. Once the new item arrives we must go into the tag (from the main screen Æ Service Æ
repair Æ scan tag Æ scan employee barcode )
34. Now we click the button called Scan New Parts
35. At the top left you scan the new product
36. It will then ask you to scan the serial number of the new replacement
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37. It will then ask you to type in the stock number of the item you are replacing
38. This can be found on the left hand side
39. Once it puts itself on the bottom right hand side, make sure the little box called Warranty
is checked off
40. Then his process
41. This will add it to the tag and add it $0 since it has been replaced under warranty.
42. If the customer has a micro plan then there is nothing more.
43. If the customer has no micro plan and prepaid the $15 shipping you must add the labor
line for it (enter stock number 5001 Æ click ok to the pop up of what you want to replace
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Æ Click on the line that says Labor and hit F7 Æ rename is “Shipping fees” Æ click on
the price and press F8 and fix it to 15
44. Hit process
45. This brings you back to the main screen
46. You must now complete the tag
47. Press the button called Completed
48. A new screen pops up, check that the charges and lines are correct
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49. If this is so, then press process (you will need a manager to input their password)
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50. Manger password
51. It will then ask if you want to send the customers email, click no
52. The complete button must be pressed a second time and a second managers password
must be entered in to change the status from completed to Quality Control. This will print
out a completely sheet which must be stapled with the customers copy and taped onto
their system or part
53. Customer must be phone and notified that their part has arrived and on the top sheet with
red marker write the date and your initial on it and put it on the Q shelf for service
54. Update the memo stating the customer has been called and click Save
55. to get the date and time stamp hit F5
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Customer Buying New parts in a service tag
1. If a customer brings in a system for service he may wish to upgrade or get a new part for
the pc. Once you have the new part this is how you would add it to the service tag.
2. In manage click on service
3. Then click on repair
4. Scan the tag at the top
5. Scan in your barcode as well
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6. Once you have the new product that the customer is purchasing click on the button called
“Scan New Parts”
7. Where the cursor is blinking, scan the MicroBytes label of the new item he wishes to
purchase
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8. Scan the serial number of the item
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9. It will then ask which item you want to replace. This is not something that we are
covering under warranty or replacing, so just click ok.
10. The item should now list at the bottom right hand of the screen
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11. The next thing that needs to be done is to add the labor charge for installation
12. Most things are $25 for parts, except for memory installation is $15.
13. In the field on the top left type in 5001 as the stock number, this will add a labor line
14. It will then ask you to enter the Product number of the line you want to replace, just click
ok
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15. It will then show it to you at the bottom right of the screen, you just need to adjust the
wording and possibly the price
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16. Click on the line that says LABOUR and hit F7, this will allow you to type in the space.
In this case you would reword it to “Video card installation”
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17. In this case the price is already set to $25. In case it would be a different amount, in order
to modify it you would click on the price and hit F8. This will allow you to type in that
field.
18. Then hit process
19. This should bring you back to the main screen.
20. In order to make sure all the charges have been added, click F11. A field will pop up
asking you to type in the customer’s TAG number
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21. Type in the customers tag number (found at the top right of the screen where it says
REPAIR #)
22. At the bottom of the tag it should now show you all the charges.
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23. You have now added the charges and parts to purchase to the tag
Completing a service tag
1)
2)
3)
4)
5)
When a service tag is done the status must be updated
Go into the tag
Scan yourself in
Make sure the memo is up to date
Press the complete button
6)
7)
8)
9)
A new screen will pop up
Make sure all the appropriate charges are there (labor, parts, etc)
Then hit process
You will then need a manager’s password to continue (to verify all the
appropriate charges are there)
10) It will then ask if you want to send the customer’s email
11) Click no (unless an email address was provided)
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12) Then the completed button must be pressed a second time to change the status to
Quality Control
13) It was ask if “Quality Control Completed”, click yes
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14) Again you will need a manager’s password
15) It will ask again if you want to send an email
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16) Click no again (unless customer provided it)
17) Then you must staple the new printed sheet with the original tag (it is 2 different
sheets)
18) After the customer is called that his system is complete you must update the
memo stating you called the customer and time stamp it (F5)
19) The you must write the date by hand and your initial on the top sheet that printed
out
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20) This way technicians in passing can tell how long ago the customer was called in
case they need a reminder call
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If a customer calls to Authorize
1. If a customer call up to authorize some work on his computer and you are
currently busy working on others then you must use the authorize button
2. First of all look up the tag (from the main screen press F8 and search by name,
phone, etc)
3. Then click details
4. Make sure you are scanned in
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5. Update the memo as to what the customer wishes to do
6. Don’t forget to use the time stamp (F5) which will put the date, time and your
initials
7. Then press the Authorize button
8. This will then send a memo to the technician memo field in the main screen
9. To identify this memo from all the others it will be with a green background so
the other technician will know this system needs to be worked on
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10. Once you are the technician that takes the authorize system and does the work, do
not forget to delete this memo
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If a customer wants to order a part and have it installed
1. If a customer brings in a system for service and says I want to upgrade memory and it is a
laptop, normally we special order specific memory from Kingston to his exact model.
2. So you create a service tag for the laptop
3. Then if all sales is busy, you as the technician can create the special order
4. To find the memory, you can go onto www.kingston.com, type in the customer’s exact
model number and use that to look it up in manage.
5. For example laptop MSI S270
6. To create the special order:
7. From the main screen click on sales
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8. Click on quotes
9. Click on parts
10. Select your name as employee from drop down menu
11. Enter in the customer’s name and phone number (put after their name in brackets [FOR
SERVICE DO NOT CALL] otherwise a salesmen will call them when there order is
complete to come and pick it up when it has not been installed by the service department
yet).
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12. Then click next
13. This brings you to a new screen, click new line to search inventory to find the product
you want to add
14. Type in the description of the item and click search. To add it to the quote click on To
Quotes (f5)
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15. it should then turn the line red
16. hit close to bring you back to the quote
17. THE MOST IMPORTANT STEP IS TO ADD A MISC LINE (PRESS F7) AND WRITE
A REFERENCE LINE “TO BE INSTALED IN TAG 400XX”
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18. And press ok to add it to the quote. Don’t forget to change the price from $1 to $0.
19. Then press Quote, this saves it and adds a quote number
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20. Press quote again to reprint the quote. Customer must sign the bottom line which says I
agree to order the above mentioned part and must pay 100% deposit.
21. YOU must write at the bottom of the page by hand “SPECIAL ORDER 100%” This
way who ever passes it through the cash will know how much of a deposit.
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Customer with a TAG ordering a Part
1. Create a special order (as seen in the example above)
2. Make sure to add the service TAG number with the customer’s name
3. Have customer sign and pay IN FULL at the cash (otherwise, once the order arrives, they
will need to come in and pay the balance before we can pass it in service)
4. Then go into the service tag, put the status to Waiting – Special order
5. Add a memo in the service TAG referencing the order number of the special order
6. When the part comes in, the manager will scan the item into the prepunch and close the order
at the cash.
7. Then it will be brought to the technician to be installed.
8. The invoice number of the product should be added to the memo for quick reference
9. The labor charges need to be added in the TAG
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10. In the bottom of the TAG you should see the labor charges
11. And then you can complete the TAG so it can pass through the cash
12. You may now pass the service tag at the cash
13. And it will close the repair TAG
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