Procedure

  1. Initial Troubleshooting

    • Work with the end user to identify and attempt to resolve the issue.

    • Follow standard troubleshooting steps based on the device type.

    • Document all actions taken in the service ticket.

  2. If Unit Cannot Be Repaired

    • Confirm whether the issue is a DOA unit or a non-repairable fault.

    • Communicate findings clearly to the end user.

  3. Next Steps for the End User

    • Advise the end user to contact the original vendor for a replacement or refund.

    • Provide any necessary documentation (e.g., troubleshooting notes or confirmation of DOA) to assist in their claim.

  4. Sales Opportunity Follow-Up

    • Ask the end user if they would like our Sales Team to provide quotes for alternative PC options.

    • If yes, create a handoff note and notify Sales with all relevant details.

Notes

  • Always maintain a professional and supportive tone when communicating with the end user.

  • Ensure all steps are logged in the ticketing system for accountability and future reference.