About Repair Service Network & How to Use RepairQ © 2014 Repair Service Network LLC TM
Jul 13, 2015
About Repair Service Network & How to Use RepairQ
© 2014 Repair Service Network LLC
TM
Table of Contents
What is RSN?
How does RSN work?
How to use RepairQ SalesCenter (Part 1)
RepairCenter
SalesCenter (Part 2)
Pre & Post Repair Checklist
How to contact RSN
Page 3
Page 4
Page 5 Page 6
Page 20
Page 29
Page 39
Page 40
© 2014 Repair Service Network LLC
What is RSN?The Repair Service Network (RSN) believes in reviving the life of
a customer's device by using the best procedures, highest
quality parts, and providing exceptional customer service.
We connect the dots between customer and RepairTech – helping them find the most qualified and
convenient RepairCenter for their needs. Every RepairCenter in our network abides by our Code of
Conduct and follows the “best practices” that we set, to ensure the highest quality of customer service
in the industry.
© 2014 Repair Service Network LLC
How does RSN work?
© 2014 Repair Service Network LLC
Repair Service Network (RSN)
Repair Service University (RSU)
LEADS DEALS
SalesCenter (ZAGG, RepairCenter)
RepairCenter (RepairTechs)
How to use RepairQ
© 2014 Repair Service Network LLC
SalesCenter STEPS 1-11
RepairCenter STEPS 12-18
SalesCenter STEPS 19-28
© 2014 Repair Service Network LLC
SalesCenter STEPS 1-11
STEP 1
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Login to your RepairQ account
login.repairservicenetwork.com
SalesCenter login.repairservicenetwork.com
Click here to login
STEP 2
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Create a new Repair Ticket
(drop-down menu under Tickets)
login.repairservicenetwork.com
SalesCenter
STEP 3
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Lookup existing or create a new
customer.
login.repairservicenetwork.com
SalesCenter
STEP 3B
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If creating a new
customer, fill out First
Name, Last Name,
Contact Method,
Email, Primary Phone,
SMS Phone & Carrier,
Customer Referral,
and Zip Code.
Click ‘Save’.
login.repairservicenetwork.com
SalesCenter
STEP 4
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Lookup existing or add a new Repair Device. This is the customer’s device.
login.repairservicenetwork.com
SalesCenter
STEP 5
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Provide initial diagnostics
information for the device. Reference
‘Pre-Repair Checklist’.
Click ‘Continue’.
login.repairservicenetwork.com
SalesCenter
STEP 6
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Under Assignee (near the top of
the ticket), choose the appropriate RepairCenter.
login.repairservicenetwork.com
SalesCenter
STEP 7
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Search for the appropriate type of repair and add as a
new Ticket Item.
(i.e. iPhone 5 LCD/Digitizer Repair)
login.repairservicenetwork.com
SalesCenter
STEP 7B
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You may adjust the price of the repair
under the ‘Unit Price’ column.
login.repairservicenetwork.com
SalesCenter
STEP 8
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Click ‘Add Transaction Form’
and swipe customer’s credit
card using RepairQ USB Card Reader.
login.repairservicenetwork.com
SalesCenter
STEP 9
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Click ‘Add a Note’. Enter in scheduled
date & time of repair.
Check ‘Print this note’ and click ‘Add
Note’.
login.repairservicenetwork.com
SalesCenter
STEP 10
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Click the blue ‘Pending Repair’
button.
login.repairservicenetwork.com
SalesCenter
STEP 11
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Click the green “mail” icon to email
customer their receipt &
appointment information.
login.repairservicenetwork.com
SalesCenter
© 2014 Repair Service Network LLC
RepairCenter STEPS 12-18
STEP 12
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Login to your RepairQ account
login.repairservicenetwork.com
login.repairservicenetwork.comRepairCenter
Click here to login
STEP 13
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Click on the grey circle to access the
current ticket queue.
login.repairservicenetwork.com
RepairCenter
STEP 14
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Find the appropriate ticket and click the blue
icon to edit.
login.repairservicenetwork.com
RepairCenter
STEP 15
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Click the blue ‘In Repair’ button & complete device
repair.
login.repairservicenetwork.com
RepairCenter
STEP 16
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Once repair is complete, refer to the
‘Post-Device Checklist’ and click
‘Add Note’.
Provide post-diagnostic
information and check ‘Print this Note’ then
‘Add Note’.
login.repairservicenetwork.com
RepairCenter
STEP 17
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Click the blue ‘Edit’ button.
login.repairservicenetwork.com
RepairCenter
STEP 18
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Click the green ‘Ready for Pickup’
button.
Return device to SalesCenter.
login.repairservicenetwork.com
RepairCenter
© 2014 Repair Service Network LLC
SalesCenter STEPS 19-28
STEP 19
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Login to your RepairQ account
login.repairservicenetwork.com
login.repairservicenetwork.comSalesCenter
Click here to login
STEP 20
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Click on the grey circle to access the
current ticket queue.
login.repairservicenetwork.com
SalesCenter
STEP 21
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Find the appropriate ticket and click the grey
‘View’ button.
login.repairservicenetwork.com
SalesCenter
STEP 22
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Click the green “mail” icon to
notify customer that their device is ready for pickup.
login.repairservicenetwork.com
SalesCenter
STEP 23
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When customer arrives, search for
the Ticket via customer name,
phone number, or ticket number.
login.repairservicenetwork.com
SalesCenter
STEP 24
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When customer arrives, search for
the Ticket via customer name,
phone number, or ticket number.
login.repairservicenetwork.com
SalesCenter
STEP 25
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Click the grey ‘View’ button to
pull up customer’s ticket(s).
login.repairservicenetwork.com
SalesCenter
STEP 26
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Locate appropriate ticket and click the blue ‘Edit’ button.
login.repairservicenetwork.com
SalesCenter
STEP 27
© 2014 Repair Service Network LLC
Locate appropriate ticket and click the blue ‘Edit’ button.
login.repairservicenetwork.com
SalesCenter
STEP 28
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Click the black ‘Closed’ button.
login.repairservicenetwork.com
SalesCenter
Pre & Post Repair ChecklistActivated Liquid Damage Sensors
© 2014 Repair Service Network LLC
Defective Proximity Sensor
Defective Volume/Vibrate Buttons
Defective Power (Lock) Button
Defective Home Button
Defective Charging Port
Failed Test Call Additional Notes
Note: If there are no defective parts, input ‘No Defective Parts’ into Notes.