This fee is aimed to ensure the customer wishes to proceed with repairing their device and covers our cost if several parts must be must be ordered / replaced to get the device running again.
This does
not replace standard repair quoting. If a device has a visibly broken screen
and more wrong with it, the customer should be told their repair is
at least $X (screen repair price). If customer does not want to accept that repair price, then we know not to proceed with check-in.
The Advanced Troubleshooting Fee is deducted from the total repair price. Example, a PS5 that needs a PSU would still only be $199.99, not $259.98. When moving to Repaired, simply remove the Advanced Troubleshooting SKU from Work Order. Note, this fee is
not removed in Unrepairable / Declined scenarios.
If you don't feel a particular customer should be charged this non-refundable fee, talk to your Manager. Managers are able to remove this non-refundable fee at their discretion.
When the Advanced Troubleshooting Fee SHOULD be used
- When a device needs to be opened to diagnose the issue.
- Device has no signs of life. No power and not charging light
- Non-standard device that is not working (speakers, headsets, ect.)
When the Advanced Troubleshooting Fee SHOULD NOT be used
- External look at the device in front of the customer, to see if the problem is easily identifiable. Ex: cracked screen, low battery performance, damaged charge port.
- Partner repair or warranty repair
- If you are only opening the device just to confirm a specific part number for quoting / ordering purposes