BDR: Replacing a broken or damaged iPad

Content

1. CHECK for available BDR stock.
2. NOTIFY the Client (only for broken or missing iPads, and low stock)
3. REPLACE the faulty iPad.
4. UDPATE upon receiving the faulty iPad.
5. ASSESS the faulty iPad.

Process to Replace a Faulty iPad (BDR)

1. CHECK BDR STOCK for reserved iPads

    

   Refer to the Number of iPads by Region within the BDR System Support Overview - Monthly Dashboard.
   
   

2. NOTIFY the Client (only for broken or missing iPads, and low stock)

   • Email the Client (LGIRS) at bdr@lgirs.wa.gov.au with the following:
     • Store name:
     • iPad serial number:
     • Status of the iPad: [Lost/Missing/Damaged etc]
     • whether a replacement has been provided to the store yet; or will be. 
     • If zero reserved iPads are available, advise as such.

3. REPLACE the faulty iPad 

   1. If reserve stock is available, arrange a replacement.
      • If the original iPad was in a case, send the replacement in a case.
      • if the original iPad was in a stand, send the replacement in a stand. 

1. 1. Configure the iPad as per Step 2 of BDR: Setting up the iPad
   2. Update the ticket as per BDR: Tickets Maintenance
      1. Especially section labelled Assets and Logistics
   3. Update the device status (you can do this via the ticket)

2. UDPATE upon receiving the damaged iPad

   1. JAMF: Change the department to 'Inventory'. Remove Account ID and Venue name.
   2. HubSpot (Asset): update the Asset Pipeline Stage to 'Stock'
      1. If the Client decides to replace the faulty iPad, change this to 'Retired'.
   3. Location: Store the iPad in the BDR cupboard.

3. ASSESS the returning iPad

   1. Is it damaged?
      1. Yes - What's the damage? Long-term impact?
      2. No - Advise the Client. Snippet: BDR Damaged iPad

RELEVANT ARTICLES

• BDR iPad: Lost or Missing iPad
• BDR: Escalation Process
• BDR: Swapping between stand or case 
• BDR: Tickets Maintenance
• BDR iPad: Returning iPad