Broken LapBook Wind Repair Guide

Slow Performance

• Close unnecessary programs and browser tabs
• Clear temporary files and disable startup programs
• Consider upgrading RAM or switching to an SSD

Overheating

• Clean dust from vents and fans
• Use a cooling pad to improve air circulation
• Avoid using the laptop on soft surfaces that can block airflow

Battery Issues

• Check battery and AC adapter functionality
• Avoid running the laptop on battery power constantly
• Use power-saving mode when appropriate

Screen Problems

• Update graphics drivers
• Check for loose connections
• If persistent, the screen may need replacement

Wi-Fi Connectivity Issues

• Restart the router and modem
• Reset the Wi-Fi adapter in Windows settings
• Verify the correct network password is being used

Performing a Hard Reset

1. Unplug the power cord and remove the battery (if possible)

2. Hold the power button for 30 seconds

3. Reconnect the power cord and try turning on the laptop

Cleaning the Laptop

1. Power off and unplug the laptop

2. Use compressed air to blow out dust from vents and keyboard

3. Gently wipe the screen with a microfiber cloth

Updating Drivers and Software

1. Open Windows Update or your laptop manufacturer's update tool

2. Check for and install available updates

3. Restart the laptop after updates are complete

Shattered Laptop Screen

1. Review the Customer’s Ticket:

• Check the ticket for a detailed description of the issue. Ensure that the customer provides sufficient details, such as the symptoms of the laptop's malfunction (e.g., failure to power on, screen black-out, or unusual sounds).
• Confirm that the laptop’s model and serial number are included in the ticket for accurate identification of the product.

2. Assess the Reported Issue:

• If the customer describes that the laptop is completely non-functional (e.g., it won’t turn on, shows a blank screen, or has visible hardware failure), determine if it’s a case of irreparable damage or if a fix is possible.
• Common issues include:
  • Power failure (battery, charging port, motherboard),
  • Screen failure (broken or non-responsive screen),
  • Internal component failure (motherboard, processor, hard drive).

3. Check for Warranty Status:

• Verify if the laptop is still under warranty by checking the purchase date and the warranty period. You can typically do this using the serial number or order details in the CRM system.
• If the laptop is still under warranty, the customer is eligible for a replacement or repair. If the warranty has expired, inform the customer about potential repair costs or discounts on a new laptop.

4. Determine Repairability:

• If the laptop’s issue is repairable (e.g., faulty screen, power failure, or hard drive issue), inform the customer that a repair service can be arranged.
• If the laptop is severely damaged (e.g., motherboard failure, extensive water damage, or electrical malfunction), it may be safer and more cost-effective to replace the laptop rather than attempt a repair.

5. Initiate Replacement Process:

• If the laptop is still under warranty and cannot be repaired, initiate the replacement request.
• Create a ticket for the replacement, ensuring to include:
  • Customer details,
  • Serial number,
  • Description of the issue,
  • Confirmation that the laptop is beyond repair.

6. Notify the Customer:

• Communicate with the customer to update them on the status of their request. Let them know that the laptop is being replaced, and provide an estimated delivery timeframe for the new laptop.
• If the laptop is out of warranty and cannot be repaired, inform the customer about their warranty status and offer options such as:
  • Repair services (if viable),
  • Discounts on a new laptop if applicable.

7. Document the Case:

• Record all relevant details in the ticket, including:
  • The customer’s initial issue description,
  • Any troubleshooting steps taken,
  • Warranty status,
  • The final resolution (repair or replacement).
• Ensure the ticket is updated with any follow-up communication and replacement order details.

8. Follow-Up After Replacement:

• Once the new laptop has been shipped, follow up with the customer to confirm they’ve received the replacement and ensure the laptop is functioning correctly.
• If the customer expresses any concerns or continues to experience issues with the new laptop, escalate the case as needed.