Tech Services Check-In Assistant

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:

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

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!

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: ? Choose the overall condition first. Then check any details that apply. Use DOA when the device will not power on — that is separate from cosmetic or impact damage.

New Unused / new in box Excellent Light wear, works well Good Normal wear and tear Fair Heavy cosmetic wear Damaged Cracked, bent, liquid, missing parts DOA No power / won't start

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.

Previous SVO:

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.

Is the camera battery above 50%?: ? Wet sensor cleaning is done manually and needs the camera powered on. Confirm the battery is above 50% so the service is not delayed for charging.

Yes No

Service may be delayed if camera requires charging for manual sensor cleaning.

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.

As per Apple's operation procedures, some Macbooks require disassembly as part of the part ordering process and may not be possible to return to the client until the service is completed.

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.

Hour

Minutes

AM / PM

No time selected

Completion Time Estimate Provided: ? Provide an estimated completion time to the customer based on tech schedule availability. If a specific timeframe is given (1 hour, 2-3 hours, end of day, next available tech 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 Not required Declined to provide

Apple Survey consent: ? 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. Mark as Cell or Landline so text-based contact options stay accurate.

Type Cell Landline

Invalid phone number.

Secondary Contact Phone Number: ? Optional second number (for example a work landline or alternate cell). Mark as Cell or Landline when entered. Text-based preferred contact options require at least one Cell number.

Type Cell Landline

Invalid phone number.

Alternate Contact: ? Optional third-party contact (for example a spouse or workplace). Appears in the check-in summary only — not used for preferred contact method and not saved with job history.

Type Cell Landline

Invalid phone number.

Preferred Contact Method: ? Select how the customer prefers to be contacted. Call options need any valid phone. Text options (Text Only, Text or Call, Any Method) require at least one number marked as Cell. Alternate Contact Only requires an alternate contact name and phone.

One method

Text iMessage / SMS only Call Voice only Email Inbox only

Flexible

Text or Call Either phone method Alternate Contact Only Named contact only Any Method Call, Text, Email, or Alternate

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.

New Device Password or PIN: ? Enter the password or PIN for the new/destination device used for setup or data transfer.

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

Account information is critical for some services just as a setup w/ data transfer, email setups, and even some software installs. Do not skip this section!

Apple ID

Microsoft

Email 2

Other

Other 2

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. How-To

Not needed selected

Check-In Staff Initials:

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

SOS / Emergency Mode

Customer Information:

Device Details:

Coverage and Costs:

Addon Services:

Service Details:

Contact Information:

Credentials:

Summary - Copy this into Ontrack description box.

Common Tech Services

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