Full Unit Process

Receiving in Full Units

• Find the PO - Use PO search or Tracking Scan Sheet

  • Using the tracking scan sheet

    • On the bottom, click the “PO Last 60 Days” tab

    • Control + F to pull up a search box

    • Use the tracking number to search the spreadsheet

  • Using the invoice

    • The vendor sometimes puts the PO right on the invoice

    • You can use the order number if shown on the invoice

  • Using the shipping label on the box

    • The vendor will sometimes put the PO or order number right on the shipping label

    • Sometimes you can search by the sender's name

• Once you find the PO, compare the full unit to the line item on the PO. 

  • Make sure the full unit is the correct brand and exact model number

    • If the vendor sent a different model, use the Pencil Tool next to the PN in the PO to change the PN to what we actually got. If the PN is not in our system, see “Parts Not In System” section below

  • Check the condition of the full unit.

    • Excessively damaged full units go to RMA

    • Minor cosmetic damage might be able to be fixed in house depending on the coverage and availability of parts.

• Receive the full unit in

  • In the top right corner of the PO, click the blue box dropdown. Choose “Receive Parts”. Enter in the QTY to receive. 

• Transfer digitally to appropriate location

  • Once you receive the part in, click the red box on the right side of the line item

  • In the box that pops up, click the blue link “Bin-####”

  • Transferring the digital stock out of the bin into a physical location is important so that if we have to remove the stock from the WO at any time, we can ensure that it doesn’t get lost digitally.

• Add a note to the PO that includes the Serial Number of the full unit, what accessories/charger came with the full unit, and note any damage/issues if found. 

• Extra items and accessories go straight to the manager. A note needs to be put in the PO detailing what was received so that if we have to RMA, all items are returned. 

Adding Full Units to WO

For WO’s at your own depot: 

• Pull up the WO

• Make sure the device type matches the full unit we got in

  • Check the model sub-type, storage/RAM, and color

    • If not the same check for a CSR Approval Note in the WO and check the Approved/Denied Spreadsheet

    • If approved, continue

    • If not approved, send approval email to Claims@therepairdepot.com (use template)

• Search the Hold Queue for the WO using Control F

• Use dropdown to choose correct PO

• Click Add Part

• Go to “Claim lookup” page and pull up correct WO

  • If the cost of labor, shipping, and the full unit exceed coverage:

    • Reduce the labor first (can go to $0)

    • Reduce shipping next (can go down to $17 each way)

    • Reduce full unit last (can go down to cost)

      • If full unit needs to go below cost an email will need to be sent to Jennifer to add the deficit to the Make-Up Sheet

    • If the prices have previously been adjusted, make sure we maximize our cost of labor and shipping if possible. 

• Add note to WO:

  • If same model “Full unit replacement. Device returned to repair”

  • If swap “Full unit swap approved by school. Device returned to repair”

• Retrieve a High Priority sticker and write the date on it then circle the Full unit option on it. Attach sticker to brown box.

• Next take the Brown Box and Full Unit to the High Priority shelf and place it there for a tech to take. 

  • If it is a phone or CSR Rush, the device needs to be taken directly to the Tech or to their lead

Rework Units:

The process for this is the same as the other units aside from the cost

• Click the rework info button once you have added the full unit

• If there is a charge for a Full unit on the previous work order then keep the cost of the full unit at $0. 

• If the previous WO did not have a full unit, adjust the cost of the full unit down to the current coverage amount on the WO if need be. 

If we get a full unit returned due to a rework, we have to remove the full unit from the original WO.

• Use the Claim Lookup page

• Mark the original WO as In Repair

• Return the full unit to inventory

• Notate the WO “Full unit removed from WO due to rework (enter price here)”

• Mark the original WO as shipped

• Determine whether we can use the full unit for another WO

• Make sure to transfer the digital stock to the appropriate place

Full Units at the other depot:

• See if the WO has other parts attached to it. 

  • If so, send an Email to the other depot (inventory department) with the subject being the INS number and saying “Full unit ready, parts still attached” 

    • Once you have sent the email, set the box aside and wait for a response from the other depot saying that the parts have been removed

• Once parts are removed

  • Once there are no parts on the work order, grab an empty brown box.

• Create a INS barcode label for the device

  • You will NOT have the original INS box due to it being in the other depot so we have to create a new one for the tech to have

• Once the box has been created, follow the rest of the steps from “After Finding the Brown Box” 

If Unit fails for cosmetic reasons

• Email the other depot and ask them to send you photos of the original device 

• Once you have received the photos decide whether or not to EA2 the Unit 

• You can check stock to see if we have the necessary part to make the unit good enough to use

  • Make sure there is enough coverage to accommodate the extra part and add the cost of the part to the full unit. To do this you will have to unreceive the full unit on the PO and adjust the cost accordingly, receive it back in at the new price, and add it back onto the WO.

RMA Full Units:

Double check the device

• When a device fails QC double check it to be sure that it is as damaged as QC says it is. 

  • If so continue with this section

  • If not go to the EA2 section of the paper

• If the defective full unit is a common device, we could try to fix the issues or use it as a teardown for parts (if we paid a reasonable price for it)

  • Check stock to see if we have the parts to fix it

  • Check to see if we have WO’s on hold for parts from the full unit

  • Use your discretion to choose how it is used or if we should send to RMA

Adjusting the PO if sending to RMA

• Pull up the devices PO using the PO lookup page 

  • Also search it in the INS Full units container

• Once they have been pulled up, go to the PO page and click the note button under the part number and add a note that states “RMA due to ______”

• When the note has been added to the PO, email the PO creator which should be the first name that appears on the history and copy the PO to the subject line and make the contents of the email the same as the note that you have added to the PO. 

• Once the Email is sent, make an RMA label for the unit and transfer it to the “RMA Full Units” container

• When the device is transferred to the container, place the device on the shelf by Rosetta’s desk

EA2 Full Units:

Checking the Unit

• When the device fails QC, if there is a chance that the device may be usable if the original device was in worse condition than the full unit

• Check the unit to see if it can be usable by grabbing the brown box it is attached to from the housescan location that it is in. 

  • If it is an Ohio device send an email to “Ohio Full Units” with the INS number in the subject line and ask them to send you pictures of the customer's device so that way you can compare it to the unit. 

Comparing the devices

• Once you have obtained the customers original device (Whether physically or through photos) you need to compare the quality of the devices

  • To do this check the bottom cover, housing, LCD, bezel, and palmrest for cosmetic damages such as : scratches, dents, scuffs, writing, etc. 

• If the unit is is better condition than the customers device go ahead and proceed with Full unit process

  • Make sure to add note in the work order that is is an EA2 unit because QC will need to take picture of both the customers device and the full unit so that there is proof that the Unit is either equivalent or better than the customers 

    • This is what the note should say “ Full unit is being EA2’d. Please have pictures taken of the _________ on both the customers device and the unit” 

• If the unit is not in better condition than the unit go ahead and proceed with the RMA process and place on the shelf next to Rosetta’’s desk if we can’t use it as a teardown for parts

Parts Not in System:

Adding the part

• Use the part lookup page that matches the device type (Lenovo, Acer, HP, Dell, Ect) and copy and paste the S/N in the search bar on the website

• When you have found the parts that go with the device, find the part that matches what is written on the orange sticker. 

• Once you have found that part number, copy and paste that into the product manager to make sure that it is not in the system. 

If the part is not in the system 

• Pull up the WO on the brown box that is brought to you and pull up the product manager

• Click the “add product” button and fill out all of the information. 

  • Copy and paste the part number then fill out the parts description by copy and pasting the device type from the WO. 

  • For full unit PN’s, be sure to include the brand, model number, and specs.

    • EX. SAMSUNG Chromebook 4 XE310XBA-KA1US Chromebook Intel Celeron N4020 (1.10 GHz) 4 GB RAM, 32 GB Flash 11.6" Chrome OS - FULL UNIT