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			<p class="lead">General Repair Guidelines</p>

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			<p style="text-align: justify;">These guidelines are to assist you in dealing with customers. Anything not covered here that you are unsure about, just ask the <em>Technical Manager</em> about it and he will make a decision.</p>

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			<p style="text-align: justify;"><strong style="font-size: 19px;">Booking in job</strong> <br> When booking in a job, our standard turnaround is 2-3 working days. It’s important to say working day as this will give a clear Indication this does not include Saturdays or Sundays. If we are busier than normal, the technical manager will inform you of the appropriate turnaround time. Even if we're very quiet, 2-3 working days is still what we quote. When booking in a job, the following details should be taken:</p>

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				<li>Customers full name</li>
				<li>All available contact numbers</li>
				<li>E-mail Address</li>
				<li>Home Address (for if we need to contact them via a written letter)</li>
				<li>Description of the machine and all accessories that accompany it (PSU, discs, external HDD's)</li>
				<li>Detailed as possible description of the problem - For example if it doesn't boot, you need to be more speciﬁc, does it not boot to windows? Does it even POST? More details makes it easier for the techs to do their job.</li>
				<li>Any passwords required to login to the machine</li>
				<li>Appropriate shelf or slot number</li>
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			<div class="alert alert-warning text-center"><strong><i class="fa fa-exclamation-triangle"></i> Make sure customer is given a copy of the booking in sheet after signing it! And make sure all machines and accessories are labelled with the job number!!</strong></div>

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			<p style="text-align: justify;"><strong style="font-size: 19px;">Price Quotation</strong> <br> You MUST always inform the customer of a quotation before going ahead with the job. Unless speciﬁcally agreed when booking in the job with the customer and is noted in the database with a comment, it is important to make sure the customer is fully aware of the costs before proceeding. There are numerous examples of customers complaining that jobs went ahead without their consent of the prices because technicians just assumed they were told about the costs. You cannot rely on the front desk people to do this for you!</p>

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			<p style="text-align: justify;"><strong style="font-size: 19px;">Diagnosis gnu Job</strong> <br> According to our stats for the last year, about 15% of all machines that come through here are marked as diagnosis only. In a lot of cases this is because the machine is simply too badly damaged or too old to be economical to repair. It’s very important that we attempt to sell the customer a replacement machine if this is the case. For those of you not too comfortable with selling things, you can refer this to the Technical Manager and he will deal with it. When doing the initial diagnostics of a machine, it's worth noting how old it is, its general condition, if it's even worth spending the time and money on. If not, sell them a new machine!</p>

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			<p style="text-align: justify;"><strong style="font-size: 19px;">Virus Jobs</strong> <br> Always attempt to sell the customer ESET NOD32 if they don't have it. The best way I ﬁnd to do this is to simply explain why we believe it to be better in general but to stress that it does not 100% protect you and that no Anti-Virus product ever will! The customer should always be properly advised about the prevalence of viruses and malware to minimize future infections. Failure to explain this can result in the customer getting reinfected and then blaming us for selling them software which was supposed to protect them. We must educate them!</p>

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			<p style="text-align: justify;"><strong style="font-size: 19px;">Chipset Repairs</strong> <br> We wish to try and discourage people from going ahead with jobs like this in the future as it has a fairly high rate of failure within 6 months. Whilst we will still do It, we have massively increased the costs involved to make it uneconomical to fix the average laptop that comes in. it should really only be attempted for high-end machines. In any case, a replacement machine should be encouraged.</p>
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