Clients Informs you That iPads are not Working

When clients reach out regarding iPads that are broken or malfunctioning, here are the steps that needs to be taken. Before requesting a new iPad from the office to be shipped out, here are a few tips that I have found that not only help the client be informed for the future on what to do if this were to ever happen again, but mitigate the amount of iPads being shipped out needlessly.

Step 1: Get More Details

After the client reaches out, most of the time they do not say anything specific. Ask them specifics like how many iPads are not working and what the problem is in order to understand more what the client needs.

Step 2: What to respond

Before requesting the office to ship out iPads, sometimes there are basic things that can be done to fix the iPad on the spot. Some things that can be done include:

Charging the iPad on a known good charger: In the event that the charger that is plugged in to the iPad does not work, a new charger would help the iPad charge up properly and turn on.

Reboot the iPad: Pressing and holding both the lock button (button at the top of the screen) and the home button (button at the bottom center of the screen) until you see the apple logo will force the iPad to reboot and start fresh.

Wi-Fi is not connected: If the iPad is not connected to Wi-Fi, please follow this link for instructions on how to connect the iPads to Wi-Fi

An example of a message that could be sent is:

"Before I request the office to ship out the iPads can you please let me know exactly what the problem is that you are facing with the iPad? Sometimes it can be fixed by doing something simple like press and hold both the lock button (button at the top of the screen) and the home button (button at the bottom center of the screen) until you see the apple logo. If you do not see the Apple logo or if the iPads are cracked please let me know and I will request them to be shipped out immediately."

This message asks the client for more details about the problems that they are facing with the iPads, lets the client know that there is a simple fix that most of the time works to fix the iPads, as well as lets them know we would be more than happy to ship out replacement iPads immediately.

Step 3:Asking the Quantity

If all else fails and the iPads still do not turn on or work how they are intended to, you need to find out how many iPads need to be replaced. Please also ask them if there are any chargers that are not working. Many times the client also has charger that are not working and if the office is already shipping out the iPads, might as well add the chargers there as well. Not only does this save on cost for shipping the iPad then the chargers in two separate boxes, but it shows the client that we also want to make sure that we want everything to work for them at all times not just one thing at a time.

Step 4: Making the Request 

After the clients tells you the full details on how many iPads and chargers are not working, you can make a request using the Auto-Fill replacement Excel. Submitting the form lets the office know what to ship in the iPad repair and replace Slack channel. Once the iPads are shipped out by the office, the request in the slack channel will have a thumbs up as well as the label that was used with the tracking number.

Step 5: Sending the Tracking Number

Once the office ships out the iPads and sends the tracking number in slack, please send the tracking number to the client. This shows the client that we not only stay true to our word in shipping out what they request, but lets them keep track of the package and make sure that they get it on time.

Step 6: Swapping out the iPads

When the client gets the new menu, it will already be programmed to their restaurant. Ensure that the client switches the case between the iPad(s) that are broken and put the broken iPad(s) back in the original package with the return label.

Step 7: Sending back the iPads

After the client gets the package, in the box there is a page that informs the client to ship back the malfunctioning iPads as well as a return label. Make sure that the client puts the return label on top of the old shipping label to ensure that the package is going to the office and not back to the client. Once they ship back the the iPads the office will take it from there.

With that the clients request has been taken care of and now the are all set to use the menus to their full potential. (If there is anything that I missed please let me know and I will add it here)


NOTE TO SELF ADD WI-FI PROBLEM ARTICLE HYPERLINK