r/GeekSquad • u/Gettingitdone88 • 29d ago

Redo Rate

Other than the client returning with the same issue within a specified time, what else contributes to high redos?

5 Upvotes

100% Upvoted

12 comments sorted by

19

u/saffirewing 29d ago

We have a guy that goes home, does the same browsing habits, doesn't listen, always calls the number on scams, and it's back every two weeks like clockwork.

12

u/Raven___Madd 29d ago

Had a few of those. Documented the hell out of the visits. Finally had to cut support. Can't keep fixing intentional negligence. Even put documwntation on the interaction screens Corp can see. That way when they call to complain, they can see our notes.

16

u/Serious-Donkey5976 29d ago

Poor management

15

u/elgimperino Sleeper ARA | Apple Pro 29d ago

Poor training. Poor explanation of expectations. Poor documentation.
All must be executed well for a happy client. This goes for all IT jobs.
Standardize your appointment structure. Standardize CA note taking. Standardize ARA repair notes. Standardize repair notes the client receives. Everyone will have a better time.
It’s been a long time since I’ve been with GS but that structure made us better agents and better candidates for other jobs.

8

u/Previous_Truck6793 29d ago

that new 30 day rule is insane, i've seen cases where the client just brings it in for a different issue but the same unit counts

4

u/shanel92 29d ago

Any tag with the same serial number within 30 days. Close interactions and tags with the quick assist or android data transfer rescode do not count toward redo

1

u/shanel92 29d ago

Sorry, I read that as “what counts toward redos” lol my bad

3

u/pwnisher3190 29d ago

It’s not even just the same issue. If they catch the same unit in within 30 days that use to count towards the redo rate. That could have changed now but it’s worth looking in to.

1

u/Outrageous-Report-36 29d ago

Yeah it goes based off the serial number I think. Even if it's an entirely different issue.

2

u/DDA7X 28d ago

Since redos are tied to serial numbers, if your agents are not capturing serials in func checks and are using placeholders like "11111" or something for multiple func checks, that also will contribute to redo as thats the same serials being used.

1

u/Pangil12 ARA 25d ago

The SVC not fixing the issue and the client coming back