The following email is intended to help coach, and give guidance to help everyone develop and grow together as a team. This applies for both Inventory and Techs.

We have a lot of new repair Techs on the floor. Be sure that they are learning the proper language and wording that best suits their emails to the Inventory team. Less time spent trying to understand the intent of an email means less time spent working on the request at hand. A few of the following phrases get mixed up and misused, causing more time than necessary spent on targeting and working email requests.

Below I will address some of these and attempt to give short templates that can be copy and pasted into an email for convenience and efficiency of both the Techs and the Inventory to minimize response times.

Thank you for your time, and I hope this helps you in the future.

• Charge = line item or specific part

• Salvage request = Requesting that the Inventory team pull stock from salvage and add it to the desired work order.

• Rework = A device that has been repaired or replaced that is not satisfactory to the customer. We do not charge the customer to replace parts that were replaced on the first repair attempt. New parts that were not replaced before will still be charged to the rework.

• Price adjustment = A price adjustment on a particular line item. This is most commonly applying to reworks, but leaving zero room for error is best.

• Device swap = A full unit replacement that is a different type than the original. Must include the charger with the device when finished

• Full unit replacement = Replacing a customer's device for time, parts, or coverage that cannot be met or found. Being that these are the same type of device as the customer's original, including the charger is not mandatory unless a problem with the charger is mentioned in the damage description.

• Dev issues = Device will not go into developer mode to edit the serial number. If the device is account or school locked, please state so in the notes

• Reflow = Non-functioning motherboards that will go over coverage if a new one is added.

• Solder = Repair broken ports, track-pads, doors, clips or other solder repairs need to the motherboard only. If a daughterboard needs repaired, order a new one unless specified otherwise by a lead.

If there are any issues with a full unit that would not allow it to pass QC or complete repair, DO NOT request removal, damage, or defective. Enter a note about what the issue is. Send the device, with the work order box it belongs to, over to your lead. They will address the issue from there.

Do not attempt to fix a defective full unit replacement yourself, unless given specific instructions to do so.

When sending a device to the solder team, include as much information as you can to help them better understand what needs to be done. Use the notes tab as often as you can with detailed notes to ensure that what you need done gets done correctly.

Included below are two examples for the best way to email requests to the inventory team.

Thank you for your time. I hope this document has helped you.