Processing Mail-ins for Apple, Dell, and MicroReplay


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This article is a guide on how to process mail-in repairs for Apple, Dell or MicroReplay. The processes are different depending on which vendor the computer is being sent to.

Processing mail-in for Apple

  1. Go through the GSX Troubleshoot for the computer that and select Mail-in when creating the repair.
  2. Fill out the information regarding the customer and the computer, select the technician, record how you recreated the issue, then record what needs to be done for the repair.
    • If a box is needed, check the box next to Order a Box.
    • The Purchase Number is a 5 digit number (ask the staff for the number) followed by a slash and HWREQ number (ex. 12345/HWREQ00012345).
  3. Once the repair is created, copy the GSX Confirmation number and paste it in the notes on ServiceNow.
  4. Scroll down the GSX repair until you see the Destination. You will use that destination to create a shipping label from FedEx if using a box under Dan's desk. If you ordered a box, the shipping label will come already attached.

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Create a FedEx shipping label

  1. Log onto FedEx using the login information which the staff will provide.
  2. Under Shipping, select the Create a Shipment.
  3. There are already existing shipment profiles you can choose from. Choose the one with the city the computer is being shipped to.
  4. Click the Ship button on the bottom. Click Ship again on the next page to confirm the shipping details.
  5. Select Print Label. Load a FedEx shipping label paper into the printer and hit print.

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Packing the box Apple

  1. Pack the laptop into the box. Do not include the adapter unless the issue has to do with charging.
  2. Tape the box up. Either tear off the top layer of the shipping label if box is ordered from Apple, or stick the FedEx shipping label you printed. Make sure to cover up/take off any old shipping labels in order to keep the box from coming back or getting lost in transit.
  3. Put the box in the green bin for Express or back room for Ground or USPS.
  4. Email the customer that the box has been shipped and attach the tracking number of the package. Change state to "Sent to Vendor" and update the notes.

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Processing mail-in for Dell

  1. Log onto Tech Direct. Under Create Dispatch, select Create.
  2. Input the Service Tag of the computer and hit Submit. This will take you to a page with information about coverage. Only continue if the computer is covered.
  3. Fill out the information accordingly. When filling out information about the issue, do not use the word "broken" to describe the issue unless it is accidental damage.
  4. Submit the request. Make sure to go into Preferences and update the settings so that you receive emails about the approval/denial of requests.

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Packing the box for Dell

  1. Dell will send a box if the repair is approved.
  2. Pack the laptop into the box. Fill out the paper inside the box and put that inside also. Only pack the charger if the issue has to do with charging.
  3. Tape the box up and stick the shipping label on the box. Make sure to cover up/take off any old shipping labels in order to keep the box from coming back or getting lost in transit.
  4. Put the box in the green bin for Express or back room for Ground or USPS.
  5. Email the customer that the box has been shipped and attach the tracking number of the package. Change state to Sent to Vendor and update the notes.

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Processing mail-in for Safeware

  1. Computers should only be sent to MicroReplay if it is covered under Safeware and is liquid damaged.
  2. Submit a claim on Safeware by filling out the information accordingly.
  3. Select the We will not service option and write in the description that customer would like to send the laptop to MicroReplay to be serviced.
  4. Submit the claim and record the claim number in the ticket.
  5. Let a full-time staff know that you submitted a claim for it. Currently, only the full time staff can continue the claim process in ServicePower.

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Packing the box for Safeware

  1. Pack the laptop into the box. Do not include the charger unless the issue has to do with charging.
  2. Tape the box up. The shipping label should have been emailed to you if you were the original technician to submit the claim. If not, ask the full time staff. Print it and stick it on the box. Make sure to cover up/take off any old shipping labels in order to keep the box from coming back or getting lost in transit.
  3. Put the box in the green bin for Express or back room for Ground or USPS.
  4. Email the customer that the box has been shipped and attach the tracking number of the package. Change state to Sent to Vendor and update the notes.

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