How many actually want to email Problem Description To the Customer?

[PCX]

So, we used to use MH and we finally made the switch to RepairShopr about 9 months ago at our second location and about 3 months ago at our main store. For the most part, everything is great and much better and more stable than MH. There is one quirk that I do have with RepairShopr though. When creating a ticket in RS, it is initially set up to email the customer the problem description. For the life of me, I cannot figure out why you would want to do this . . . does not the customer already know why they are brining in their computer? Are you really going to type out a message to them as soon as you create their ticket? When we check in a customer, we put in the problem description the problems the customer is having as well as any other notes we feel is important for the techs to know about the repairs. Sometimes, those notes state that the customer is probably going to be difficult to deal with, although, we have created a custom field for that.

So for example, this is how the subject line and description make look for us

Screen replacement on HP DV7-1233dx

Customer dropped the laptop from a 100 story building. The computer is pretty banged up and while it does turn on, it does not display. We let the customer know that there may be other problems like hard drive failure and that we will get back to them after the diagnostic is done.

Please be careful when explaining anything to this customer. They are very impatient and they have a tendency to cut you off before you finish explaining everything. Be patient and concise.

Dean (techs have to sign their logs)

As you can see, this would not be sent to the customer as this information is for technicians eyes only. Now, I understand that we are running a shop/store here and maybe things are different for some of you guys, but I want to know how many of you using MH or RepairShopr actually want to email the problem description to the customer? And if you do, why? To me, this feature makes no sense and I would rather have the ability to completely disable it. Right now, the only option you have is to disable the feature (kinda), but by doing so, what actually happens is that there is a checkbox labeled "Don't Email" under that problem description that is automatically checked. I suppose this would be fine if it was not easy to accidentally uncheck it --clicking anywhere next to the box will uncheck it, but unfortunately, this accidentally gets unchecked all the time.

Also, unless things have changed, MH does not even have the option to email the problem description, which again just makes sense to me, so maybe some of you have not even considered this as an option. Anyways, just wanted to get some thoughts on this matter.

 

[Mick]

I'm not familiar with RepairShoppr, but couldn't you just leave their email address blank? I mean, if you don't want to email them, you don't really need a record of their mail address, do you?

 

[Krynn72]

I'm not actually using it, but I played around with it for awhile before, and I kept the option enabled. I never considered putting TEO information in the problem description box, because you can write a second comment on the work order that is hidden from the customer. I'd want the customer to have a copy of the initial check in with the problems listed so that if we forgot to write down another problem that they were having, they could check it and correct us with a phone call/email. Thats how we do it at the shop I currently work at.

 

[nlinecomputers]

I'm not following your problem. Does this program not have a client vs in house notes. Also sure you wouldn't want to email a client the moment they walk in but wouldn't you want to email status updates, estimates, and invoices to them?

Also this captures the email for marketing purposes (newsletters, coupons, etc.)

Why is this a problem?

 

[discipulus]

When a customer requests that we email them when we complete our diagnostics, we simply use a template that basically says "Your diagnostics are finished, please call us at your convenience." then we have them call so we can quote and get approval for repair over the phone.

 

[PCX]

I'm not familiar with RepairShoppr, but couldn't you just leave their email address blank? I mean, if you don't want to email them, you don't really need a record of their mail address, do you?

We still want and need their email address for those times in which we have to send estimates/invoices or get ahold of them if we are unable to get ahold of them by phone. Also, we use Marketr which allows you to automatically send out an email to your customers after so many days asking how things are going. This is an awesome feature and I would not want to trade one feature for another.

I'm not actually using it, but I played around with it for awhile before, and I kept the option enabled. I never considered putting TEO information in the problem description box, because you can write a second comment on the work order that is hidden from the customer. I'd want the customer to have a copy of the initial check in with the problems listed so that if we forgot to write down another problem that they were having, they could check it and correct us with a phone call/email. Thats how we do it at the shop I currently work at.

The problem is we are checking in customers at the counter and often times we have a line of customers waiting. It would be very inconvenient to have to write two logs/descriptions each time we check in a customer. Keep in mind, that with as many techs that we have, the tech that is checking in the customer is often times not the tech that will be repairing the device.

I do understand your reasoning though, but we write very detailed logs at checkin and during the repair process and there are a series of questions that have to be asked at check in, so we rarely have any issues where we forgot to include important data.

I'm not following your problem. Does this program not have a client vs in house notes. Also sure you wouldn't want to email a client the moment they walk in but wouldn't you want to email status updates, estimates, and invoices to them?

Also this captures the email for marketing purposes (newsletters, coupons, etc.)

Why is this a problem?

Yes, it does have a client vs house notes, however, when you create the ticket initially, you fill out a problem description which is also your first log. I absolutely want their email information and as I mentioned above, we use their email for a lot of other things, but it just does not make sense to send the customer an email as soon as we check them in.


I have suggested that Repairshopr add a feature to have canned emails sent to customer upon checkin according to the type of repair they are getting done, if you wish to send them an email at all.

 

[nlinecomputers]

"Yes, it does have a client vs house notes, however, when you create the ticket initially, you fill out a problem description which is also your first log. I absolutely want their email information and as I mentioned above, we use their email for a lot of other things, but it just does not make sense to send the customer an email as soon as we check them in. "

They get an emailed record of what you thought the problem was. I really don't see the harm in that and it is all automatic. And it protects you any misunderstanding about what was authorized or not.

 

[PCX]

"Yes, it does have a client vs house notes, however, when you create the ticket initially, you fill out a problem description which is also your first log. I absolutely want their email information and as I mentioned above, we use their email for a lot of other things, but it just does not make sense to send the customer an email as soon as we check them in. "

They get an emailed record of what you thought the problem was. I really don't see the harm in that and it is all automatic. And it protects you any misunderstanding about what was authorized or not.

Ok, I can see your point, but the feature should be able to be completely turned off rather than half way disabled with the ability to accidentally enable it.

 

[CompConfig]

In repairshopr in settings there is now an option to set sending emails to customers off by default. You can still send emails for notes and invoices but on the ticket notes the default to email is off. When I want them to receive them I just un-tic the box.

 

[River Valley Computer]

You 'all much live in a more technology sauvé area than we do. First, if they bring in their computer, it is probably the only one they own so we have nowhere to E-Mail it to. And no, probably can't E-Mail it to their "smart" phones either because we are probably in the highest concentration of 'flip phones' in the civilized world. There might even be some Motorola Razrs or even 'bricks' out there.

This is one of the reasons we don't invest too much in a sophisticated website because if their computer is broken so what if we have the greatest website ever , they can't access it with a broken computer.

I don't want to paint a bad picture of our clients because they are great people and for the most part never a collection problem or want something for nothing. They really don't care what we necessarily found out but how many $$$$$$$$$.

We have another location in Iowa and it is quite the opposite. We just opened it one month ago, but they are definitely sharper on their computer technology there. We will have to modify our offerings for them.