Basic Guide to the On Holds Process

When a part you requested puts a device on hold, the first thing you do is evaluate the rest of the device and make sure you’ve requested all parts needed to repair the device. Not just the part(s) that it got put on hold for.

• • 1. Make sure the part that the device went on hold for is the correct part. Some devices have very similar names but different parts. Some parts are also labeled differently depending on device type and compatibility.

    2. Double check to ensure any parts that were supposed to be removed from the work order are removed. A device that goes on hold for a part the system thinks was already replaced causes issues with inventory and ordering.

    3. Additionally If the new part is in the box or hanging bag it MUST be on the work order charges.

    4. If a part is not in the system for a device due to it being a new part/device type, please have the part separate from the device. Then bring the device and part to Justin in the corner so the part number can be put it in the system correctly. Also make sure you mention it in the notes.

    5. Make sure not to throw away parts that you are intending to replace due to the part not functioning properly. There may be a simple fix for the issue that would prevent the device from being put on hold, but we can’t know that if the original part is not with the device. In General it is best not to throw away old parts unless you’ve already installed the new parts and found no issues.

Add detailed notes that explain what parts you have replaced, put in the box and/or a hanging bag. Also note the parts it is on hold for, and WHY it needs the part.

• • 1. If there is an issue involving device function, such as no audio or keys messing up, please note the issues you experience in case the device is sent to logic repair.

    2. New parts need to go into a hanging bag that has a label with the work order on it unless you replaced the parts prior to requesting the one that put the device on hold.

    3. Put your initials as well as “Hold for -parts needed-” on the outside of the box. If you do not initial the box there is NO guarantee the repair will come back to you.

    4. Double check that you have correct notes in the system and on the box. Then place the device on the On Hold table and hang the parts bag on the parts rack.

IF A DEVICE COMES OFF HOLD AND NEEDS TO GO BACK ON HOLD:

Please put in the notes exactly why it is going back on hold.

Anyone who verifies holds should be making sure that the parts requested are correct.

Any On Holds which do not follow these rules will be sent to Danny who will return it to the tech along with the reason why it was returned, However small slip ups that are easy to remedy will be dealt with by the Hold tech as they see fit. Team leads are not exempt from the above processes.