Editing Standards (section)

===Transfer of Customer Devices===

{|class="wikitable sortable" style="text-align: left;"
|-
| '''Rule number'''
| '''Recommendation'''
| '''Explanation'''
|-
| 15
| When a customer picks up a device, make sure to confirm them with a combination of a name, phone number, email, and ticket number, or whatever is necessary for you to believe in good faith that you are giving the right individual the right device.
| We never want to give people the wrong device.
|-
| 16
| If they are picking up a successful data recovery job, make sure to show them the data and what was recovered, and have them look through the data before taking payment.
| You want to avoid the callback two years later when they say, ''“Hey, this isn’t my data!”''
|-
| 17
| If they are picking up a successful repair, show the customer the device working and have them test out the device before taking payment. Try to boot the device before handing it back so that you do not leave the customer waiting anxiously to see if the machine does work.
| A small number of difficult customers will use any part of the experience that is not perfect as a reason to bargain for a lower price or feed their own anxiety/distrust for repair shops, which often results in a litany of paranoid questions. These experience imperfections can include you having to find a charger because it won’t turn on when you give it to them (battery died in the slot), or the device booting up slowly.
|-
| 18
| If we could not do a repair or data recovery, apologize for not being able to do more for the customer, and give the device back.
| Many customers are already in a mood to leave a 1-star review when they expect a repair and we aren’t able to perform it – for whatever reason. Blunt the edge by letting them know you care about the fact that you couldn’t fix the device.
|-
| 19
| Try to understand what problem the customer is having rather than focusing on what part they ask you to fix. Even if you perform the service of replacing the specific part they ask you to replace, seek to understand the problem they are having that led them to ask for this to be replaced, because the customer might be prescribing the wrong solution to their problem.
| A customer might ask you to replace a screen cable when they have no backlight - even if their fault is with a DC In board, or with a backlight fuse. Offering to do the specific job the customer wants sets the expectation that when they pay for that service, the device will be fixed - and they will blame us when what they diagnosed to be the issue does not fix their problem. We focus on providing solutions, not on for-hire parts-swapping.
|}