Quality Control Policies

Pre QC

Before performing a quality check on any device the following verifications should be performed:

• Verify the description matches the device type - should be changed if discrepant.

• Verify S/N - Discrepancies should be rectified IMMEDIATELY.

• If S/N is not present and the device is a chromebook then developer mode can be used for verification.

• If a device is an iPad and S/N cannot be verified from the backplate or through the firmware then it’s status should be changed to customer service review and the device should be taken to customer service so that a passcode may be requested.

• Verify damage matches the description.

• Any device that has had any type of charging issue whatsoever (this includes problems with daughterboards, motherboards, charge ports and batteries) should be charged to 80% and then allowed to discharge a little to ensure 100% functionality with all power related functions, and QC should charge it to above 97% so that we know that it is charging correctly.

• Even if the battery is not replaced - Techs should have every device charged to 8-10% when pending a work order to QC.

Tech Notes

• The Repair Technician’s notes should be descriptive of what actions were performed while repairing the device. If a device has failed QC before and has again been repaired there should be additional tech notes describing what was done to correct the fault(s).

• All parts used during the repair should be present in both the tech notes as well as appear on the line item charges. It should also be notated if multiples of the same part were used due to faulty/defective parts or tech error.

• Any additional damage incurred during repair should be notated.

Charges and Fees

• All line items added to the work order should be notated in the tech notes.

• All line item descriptions should be accurate and must match the device type.

• Work orders should NEVER have duplicate charges.

Quality Fails

A quality fail is a situation in which a tech has sent a device to QC that does not function as it should or fails to meet some other quality standard of company. If a QC Technician determines that a quality fail has occurred, the process for handling the device is as follows:

• The QC tech will make detailed notes in a professional and objective manner indicating the reason the device failed QC and complete the fail process by returning the device to repair.

• The QC tech will then place the device in its respected area for QC Fails

• The Team Support Specialist will review the QC fails at 3pm every day and distribute them to the Repair Technician that initially did the repair. The TSS will evaluate the device before giving it back to the Repair Technician so that the technician may be shown the mistake and given training, as needed, to prevent recurrence of the issue.

• The Repair Technician will then perform any necessary repairs, perform his/her own quality check, add new tech notes indicating what repairs were performed.

Any device that has failed QC multiple times should go through this process as many times as are needed until the device passes QC standards. It will be at the discretion of the Team Support Specialist as to whether the device will go back to the original Repair Technician as many times as are necessary or to be assigned to another technician so that the repair can be properly completed.

Quality Passes

Once a device has passed quality control the process for handling the device is as follows:

• All paperwork, unless explicitly stated, should be removed from the box.

• Device should be powered down and returned to it’s proper box.

• Tablets should be placed in an anti-static bag that is placed inside a foam pouch.

• The appropriate packing slip must be printed and put inside the box with the device:

• Several different packing slips are available to choose from including slips for no faults found, logic board swaps (for repairs that involve the device having a new S/N only), replacement devices, unrepaired devices, and the regular packing slip for a typical repair.

• Once the packing slip and powered off device have been placed in the appropriate box it may then be taken to shipping for the device to be shipped out to the customer.

Reworks

The Repair Depot provides a 90 day parts and labor warranty. Most devices that are returned to the company within 90 days will be repaired and billed as a rework. The only exception to this rule is if a device has incurred new damage, unrelated to the initial incident or parts initially replaced.

If you believe a device may fall under this exception you should notify your team lead so that the device can be reviewed and a new claim created if necessary.

A rework should raise immediate flags for any technician, especially a QC Technician. A rework must be 100% without defect before being sent back to a customer. Additionally, there are several other points to consider.

During the QC process be sure and get all relevant information available, this includes:

• Check the “Reason for Rework” and verify that whatever issue the device was returned for was actually corrected (this is actually the most important step during the quality check process for all rework devices).

• Lookup the original work order to view any previous repairs performed (this will help in determining if any new parts used on the current repair need to be billed for). Also, it helps to read the corrective action and office notes of the previous work order as it will give clues as to any issue it may have had previously, which will help diagnose the device in it’s current state.

• Reworks are not billed in the same way as typical insured repairs; a rework should only have one line item charge (Rework: $0) unless the following condition is met:

• A new part is being added that was not billed for initially.

• For example: If a device had an LCD swap when it was first repaired and came back for a rework and now has a bad motherboard, the new motherboard should be charged for. At this time, only management may correctly bill for parts on reworks.

Rework Process

• A rework is received in and taken to the Quality Control Support Specialist (QCSS).

• QCSS evaluates device as described above.

• QCSS enters his/her evaluation into tech notes field and notates which Repair Technician originally performed the repair.

• The QCSS should speak with the QC Technician who passed the device and give training as needed to ensure the QC Technician does not repeat the mistake a second time.

• The Repair Technician who initially performed the repair will be responsible to complete the rework. His/her Team Support Specialist should go over why the device is a Rework and how to prevent future issues from happening again.