Tech Services Check-In Assistant

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Device Check-In Assistant

London Drugs Tech Services

SOS

Emergency mode - system outage or Ontrack not working

Customer Information:

Name: ? Enter the customer's full legal name as it appears on their identification or account.

Address: ? Enter the customer's complete street address including street number and name.

City: ? Enter the city where the customer resides.

Province: ? Enter the province or territory (e.g., BC, AB, ON). Abbreviations will be automatically capitalized.

Postal Code: ? Enter the customer's postal code (e.g., V1A 1A1). Will be automatically converted to uppercase.

Device Details:

Reported Issue or Service Request: ? Provide detailed information about the issue. Avoid vague descriptions like 'slow' or 'doesn't work' - include specific symptoms, error messages, when the issue occurs, and what the customer was doing when it happened. More details help technicians diagnose and repair more efficiently.

Please enter more information. Details are very important!

Device: ? Select the type of device being checked in. This determines which warranty, service, and cleaning options are available.

Serial Number: ? Enter the device's serial number. This is typically found in Settings > About (mobile devices) or System Information (Mac/PC). Required for warranty verification and service tracking.

Physical Condition: ? Select the overall physical condition of the device. After selecting, you can check additional boxes for specific details like scratches, dents, damage, etc.

Coverage and Costs:

Warranty Status: ? Select the warranty or coverage status of the device. Options vary by device type. Note: Software services and cleanings are typically NOT covered under warranty.

Warranty selected - check coverage details.

Pre-approved Repair Cost: ? Indicate if the customer has pre-approved a repair cost. Pre-approvals significantly improve completion time. If unsure, check with a technician or select 'No, client would like a quote provided first'.

Addon Services:

Cleaning Requested: ? Cleaning services help maintain device performance and hygiene. Options vary by device type - mobile devices have basic port/surface cleaning or advanced internal cleaning, while Mac/PC options include standard dusting or deep internal cleaning with thermal paste replacement.

Screen Protector Install: ? Select if the customer wants a screen protector installed. Only available for mobile devices (phones, tablets, watches) and digital cameras. Options include glass, plastic, or custom-cut Panzer Matrix protectors.

Service Details:

Does client have an existing backup?: ? Determine if the customer has a backup of their data (cloud or external). If no backup exists and data is important, we can create one for an additional fee. Critical for data recovery and device resets.

Authorize device wipe/reset: ? Get explicit authorization for wiping or resetting the device. This will erase all data. Only proceed if the customer understands data will be lost, has a backup, or data is not important. Required before any factory reset or data-erasing repair.

Accessories included with check-in: ? List any accessories left with the device (cables, cases, USB drives, keyboard, mouse, etc.). This helps ensure all items are returned to the customer.

Retain Device (if part order required): ? If a part needs to be ordered, choose whether the customer will pick up the device while waiting for the part, or if it will remain in the shop. Warning: If customer picks up, device must be returned within 48 hours of part arrival to avoid delays.

Warning: This can cause delays in completion. Device must be returned within 48 hours of part arrival.

Loaner Requested: ? For iPhone repairs only. If Apple flags the device for mail-in service, a loaner may be available at no cost. Otherwise, a loaner can be requested for a non-refundable $50 service fee if available.

Reservation Booked: ? For Apple devices only. Indicate if a reservation was booked for this service. If yes, the reservation time will be automatically set to the nearest 20-minute interval.

Completion Time Estimate Provided: ? Provide an estimated completion time to the customer. If a specific timeframe is given (1 hour, 2-3 hours, end of day, next business day), confirm with the technician before selecting. For longer repairs, select the appropriate 'No' option. Tech has confirmed. ? Check this box only after confirming with the technician that they can complete the service within the estimated timeframe. This ensures accurate completion estimates are provided to customers.

Contact Information:

Contactable Email: ? Enter an email address where the customer can be reached for updates, completion notifications, or Apple surveys. Optional but recommended for better communication.

Invalid email format.

No E-mail

Does client consent to potentially receiving an Apple Survey?: ? Apple may send a customer satisfaction survey after service completion. This helps Apple and London Drugs improve service quality. Only shown for Apple devices. Customer consent is required. Yes No

Primary Contact Phone Number: ? Enter a phone number where the customer can be reached for updates, completion notifications, or service questions. Required field. Format: (XXX) XXX-XXXX

Invalid phone number.

Preferred Contact Method: ? Select how the customer prefers to be contacted. Options are limited based on what contact information is provided (email and/or phone). Text Only Call Only Email Only Text or Call Any Method

Please CONFIRM that phone number is a cell phone capable of receiving text messages!

Credentials:

Device Password or PIN: ? Enter the password or PIN used to unlock the device. This is critical for most repairs. If the customer says there's no password, ask specifically: 'What password do you use when you first turn it on?' Nearly all devices have some form of login protection.

Account Information: ? If the service involves setup, data transfer, email configuration, or AppleID/Microsoft account access, this information is CRITICAL. Check the relevant account types and enter the username/email and password for each.

If service involves setup/transfer, email, AppleID, etc this information is CRITICAL. Do not skip this step.

AppleID Microsoft E-mail E-mail Other Other

Has find My Device been disabled?: ? For Apple devices only. Find My Device (or Activation Lock) MUST be disabled before most hardware repairs, part orders, or mail-in services can be completed. This should only be skipped for software-only services. If disabled, verify with the customer.

Not needed selected

Check-In Staff Initials:

Be sure to confirm you have copied into Ontrack before clearing or refreshing the page. No personal data is saved and this form cannot be restored once cleared.

SOS / Emergency Mode