USE CASES

Type of Setup: Vendor (B2B)

PROBLEM

In traditional repair workflows, devices typically underwent only basic post-repair checks. While this was sufficient to confirm the device powered on, it did not include a full hardware test, stress test, or a fresh installation of the operating system. As a result, many computers were returned to customers with unresolved or new technical issues—sometimes the original fault persisted, sometimes a new issue had been introduced during repair, or the customer perceived a problem due to software left unchanged. Additionally, devices were not always fully cleaned or physically inspected, leading to negative perceptions of quality. This situation resulted in a high percentage of rerepairs, increased operational costs, and lower customer satisfaction.

SOLUTION

Service Planet’s Depot Quality Assurance has transformed this process. Every device now receives a comprehensive hardware and stress test using advanced tools such as Cyric for automated diagnostics and Igius for interactive component testing (keyboard, sound, webcam, WiFi, etc.). Each computer is fully cleaned, physically inspected, and reinstalled with a fresh, up-to-date operating system. Only after passing all these checks is the device returned to the customer. This rigorous approach has significantly reduced the number of rerepairs and brought the first-time fix rate close to 100%. Customers experience higher satisfaction and trust in the quality of repairs, while the vendor benefits from lower costs and a stronger reputation for reliability.