When we receive your device we apply a sticky label with a ticket number and barcode. This is used to track your device through inspection, repair and testing.
When delivering your device you will receive a copy as proof of receipt.
To check the repair status of your device enter your Ticket number + phone number in the form.
A ticket based system is necessary because we often have 15 – 20 repairs happening at the same time. Ofcourse repair nearly always involves disassembly so your logic board and screen will also have stickers applied if they are removed to ensure no mistakes happen. All parts of your device occupy the same dedicated metal tray to keep all parts together.
The ticket:
-
- keeps your device’s place in the repair queue
- allows you to monitor the status of the repair online
- allows you to download paperwork, invoice etc
Our ticketing system is part of our Customer Resource Management (CRM) system which keeps track of all tickets, inventory levels and keeps track of time. It also communicates with customers via SMS and email.
The following table shows the different status levels of a ticket.
| Usual Appearance Order | Ticket Status | Explanation | Notification to Customer (if any) |
|---|---|---|---|
| 1 | Waiting for device delivery | ||
| 2 | Device received | Device arrived in UKMR possession | |
| 3 | Diagnosis in progress | ||
| 4 | Diagnosis completed | Inspection finished. Quote preparation | |
| 5 | In progress | Customer accepted quote, repair started | |
| 5 | Waiting for parts | ||
| 5 | Waiting on customer | Repair delayed waiting on customer response | |
| 6 | Repaired | Email & SMS | |
| 7 | Repaired & Collected | Customer picked up device or device shipped |