This solution is regarding Customer Repair Tickets within the Randolph Service Center.


The simplest way to understand the repair center activity is to the Ticket Counter Display board.  This is a display typically shown in “waiting" rooms for customers to see how their repairs are proceeding.  This is displayed on a monitor screen in the Service Center. A cursory scan of this display can reveal a Ticket via the # or name. 


Click the link to view>> Ticket Counter Display

Do not provide this URL link to customers - this is intended for use by Randolph Staff and affiliates only..


EXAMPLE OF DISPLAY



There are three primary Ticket statuses shown on the board:

  • Pending Approval (waiting for customer’s pre-payment)
  • Approved (Payment Received, being prepared/getting parts for repair)
  • In Process  (in the process of repairs)


When a Ticket is in another status (e.g. Repaired), the ticket is no longer on the board.

The board can help answer some questions and concerns on repair statuses.


Did you receive my lead request or, Did you receive my item to repair?

  • Ticket shown on Board… Yes. The status will show what stage the repair is in.

  • Ticket NOT shown on Board… No. I do not see it yet, but it may have not been dropped off, or not yet processed by our receiving dept. If you have sent the items to us a ticket will be created soon after it arrives, and you will receive a notification from us.


When will my repairs be completed?

  • Tickets PENDING APPROVAL … We sent an Approval notice to the email address you provided in your repair request.  You must proceed with payment for the repair services before the repairs can be started.  On average, Repairs are completed in 1-2 days.

  • Tickets APPROVED …. We received payment for your repairs and repair services are in the process of being scheduled. Although I cannot provide an exact date to you now, the repairs should start later today or tomorrow.  Once started, Repairs are completed in 1-2 days on average. You shall receive delivery notifications when your items are repaired and are on their way back to you.

  • Tickets IN PROCESS …. Repairs are underway.  Although I cannot provide an exact date to you now, the repairs should be on there way to you later today or tomorrow.  On average, Repairs are completed in 1-2 days. You shall receive delivery notifications when your items are shipped to you.


Any other detailed questions about repairs should be forwarded to the Service Center.
Someone working on site in the repair area can review the specific repair tray and the technical concerns on specific repairs.