Use Case
When store needs a new or replacement peripheral, workstation, or register
Ticket Sample
Pre-Escalation Checklist & Steps
Step 1: Identify the Reason for Replacement
What is the specific reason this equipment needs to be replaced?
1. Document the exact issue or failure
2. Note when the problem started
3. Record any error messages or codes displayed
4. Capture what the equipment is/isn't doing
Step 2 (For Registers): Carryout Troubleshooting Steps below
1. Lenovo CPU Basic Troubleshooting
2. Dell CPU Basic Troubleshooting
3. Review each troubleshooting step in the guide
4. Complete all steps exactly as documented
5. Document which steps were completed successfully
6. Note any steps that failed or couldn't be completed
Step 3: Note down Troubleshooting Steps
What troubleshooting steps have been attempted?
1. Document each step attempted in detail
2. Record the outcome of each step (successful/failed)
3. Note what was verified during troubleshooting
4. List what specifically failed and why
**Example documentation:**
- Step 1: Restarted device - Failed, device won't power on
- Step 2: Checked power cable - Verified, cable is functional
- Step 3: Tested different outlet - Failed, still no power
Step 4: Capture Error Documentation
1. Take screenshots of all error messages
2. Capture photos of physical damage (if applicable)
3. Screenshot system information screens
4. Document error codes exactly as displayed
5. Save all images with clear file names
6. Attach all images to the ticket
Step 5: Collect Machine Information (Mandatory)
⚠️ **All information must be obtained directly from the physical device at the store location**
1. Locate the device information label (usually on back or bottom)
2. Record the **Serial Number** exactly as shown
3. Record the **Model Number** exactly as shown
4. Record the **Machine/Device Name** (e.g., "Register 1", "Back Office PC")
5. For pinpads, indicate if the pinpad uses a serial COM port or USB plug.
5. Document where this information was found on the device
**Required fields:**
- Serial Number: _______________
- Model Number: _______________
- Machine/Device Name: _______________
Step 6: Obtain Tracking Number for Return
Ask store to generate a tracking number and send only failed hardware, without cables or peripherals to address below:
POSRG: Point of Sale Remarketing Group
https://www.posrg.com
ATTN: Follett Disposal (Store #)
1215 Henri Drive
Wauconda, IL 60084
Path A:
1. Request the tracking number from the store
2. Verify the tracking number format is correct
3. Document the tracking number
4. Confirm the store will return the equipment
Path B: Store Does NOT Have Tracking Number or Refuses Return
1. Stop the escalation process immediately
2. Open a side conversation with David Bourdette (d.bourdette@follett.com)
3. Explain the situation:
- Store does not have tracking number, OR
- Store refuses to return equipment
4. Request David's approval to proceed
5. Take a screenshot of David's approval
6. Attach the approval screenshot to the ticket
7. Document in ticket: "Approved by David - no tracking number available"
8. Only proceed after receiving approval
⚠️ **Do not proceed without David's approval if tracking number is unavailable**
Step 7: Shipping Speed
SHIPPING SPEED:
Indicate if an order should be Overnight, 2-Day, or Ground.
Expedited shipping (Overnight/2-Day) is only approved when:
1. The store has 0–1 working registers and needs a CPU/peripheral.
2. The store has 0–1 workstations with high order volume and needs a CPU/printer.
3. High-volume stores with 2 registers may qualify, but must have RM approval.
Approvals:
For cases 1 & 2: Leads must add a note in the ticket – “Overnight shipping approved by [Lead Name]”.
Attach RM approval screenshot + add “Overnight shipping approved by [Lead Name]” in the ticket/escalation
Step 8: Verify Warranty Status (Lenovo Equipment Only)
Is this a Lenovo device, and is it still under warranty?
1. Go to Lenovo Warranty Lookup
2. Enter the Serial Number from Step 5
3. Review the warranty status
**If warranty is ACTIVE:**
1. Do NOT proceed with replacement escalation
2. Inform the store the device is under warranty
3. Direct the store to request a technician here: [Lenovo Premier Support]
4. Explain a technician will be dispatched for repairs
5. Close the replacement request
6. Document in ticket: "Lenovo device under warranty - directed to request technician dispatch"
**If warranty is EXPIRED:**
1. Take a screenshot of the warranty status page
2. Attach screenshot to ticket
3. Document: "Warranty expired - proceeding with replacement"
4. Proceed to Step 9
⚠️ **Never replace Lenovo equipment under warranty - it must be repaired, not replaced**
Step 9: Check if David's Approval is Required
1. Only apply to CPUs and monitors, and only in specific cases listed below:
Monitors
- Store is requesting additional monitors (not break/fix)
- Store has a history of frequent monitor breakage
Registers / Workstations
- Request is for additional register/workstation (not a replacement)
- Machine fell off the Follett network due to inactivity/unplugged for 30+ days
- Store returned equipment without logging a prior ticket
- Store did not provide return tracking info for previously returned equipment
2. Determine if your request meets any criteria requiring David's approval
3. Request David's approval if not already obtained
4. Wait for approval confirmation
5. Take a screenshot of the approval
6. Attach screenshot to ticket
7. Document: "Approved by David - [reason for approval]"
8. Proceed to Step 10
Step 10: Prepare Escalation Subject Line
1. Use this exact format:
Replacement Request – INC [Incident Number] | Storel [Store Number]
Step 11: Complete the Escalation Template
Copy and edit the template below with all collected information:
Subject: Replacement Request – INC [Number] | School [Number]
Details:
Store Number:
[Enter store number]
Store Manager Name:
[Enter manager name]
Contact Details:
[Enter phone number]
Email Address:
[Enter email address]
Issue/Concern Faced:
[Detailed description of the problem - what happened, when it started, what's not working]
Action Taken:
[List all troubleshooting steps in detail:
- Step 1: [What you did] - Result: [What happened]
- Step 2: [What you did] - Result: [What happened]
- Include screenshots attached
- Note configuration checks completed
- List any missing files if applicable]
How It Broke:
[Summarize in your own words what likely caused the failure - do not skip this section]
Model Number:
[From Step 5]
Machine Name:
[From Step 5]
Serial Number (Required):
[From Step 5]
⚠️ Tracking Number (Required):
[From Step 6 - or note "Approved by David - no tracking available"]
SHIPPING SPEED:
[From Step 7 - include approval notes:
- "Overnight shipping approved by [Lead Name]" OR
- "RM approval attached + Overnight shipping approved by [Lead Name]" OR
- "Ground shipping - standard replacement"]
Zendesk Ticket Number:
[Enter ZD ticket number]
Escalated To: FHEG HW Depot
What Needs to Be Replaced: [Specific equipment name/type]
Quantity of Equipment Needed:
[Number of units]
Step 12: Submit for Manager/Lead Approval
1. Review the completed template for accuracy
2. Verify all required fields are filled
3. Confirm all screenshots and approvals are attached
4. Submit to your Manager or Lead for review
5. Wait for approval confirmation
6. Make any requested corrections
7. Once approved, escalate to FHEG HW Depot
✅ **Escalation Complete**
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Quick Reference Summary
**Must-Have Before Escalation:**
- ✅ Serial Number (from physical device)
- ✅ Model Number (from physical device)
- ✅ Machine Name
- ✅ Tracking Number (or David's approval if unavailable)
- ✅ All troubleshooting steps documented
- ✅ All error screenshots attached
- ✅ Shipping speed determined and approved
- ✅ Warranty check completed (Lenovo only)
- ✅ Required approvals obtained
- ✅ Subject line formatted correctly (INC + Store number)
Common Blockers:
- Missing tracking number → Get David's approval
- Lenovo under warranty → Direct to technician dispatch, do NOT replace
- Expedited shipping → Get Lead approval (+ RM approval if needed)
- Special circumstances → Check if David's approval required