how to handle a cracked laptop screen: loaner swap workflow
Loaner swap workflow for a cracked laptop screen: intake, swap, repair, and return. Use when a user reports physical screen damage. Not for warranty claims processing itself.
TL;DR
A cracked screen should mean minutes of user downtime, not days: keep a pool of ready loaners, swap the device at the desk, image or enroll the loaner to the user, and send the damaged unit for repair. Track the loaner so it comes back.
The query
how to handle a cracked laptop screen: loaner swap workflowUse this when
- user reports a cracked laptop screen
- running the loaner pool day to day
- reducing downtime for hardware damage
Not for
- the warranty claim with the vendor (separate process)
- data recovery from a dead machine
- damage caused by policy violations (still swap first, investigate after)
Steps
- Log the damage ticket with photos and the asset tag. Expected output: damage documented
- Hand the user a ready loaner from the pool and confirm they can sign in. Expected output: user working again within the hour
- Record the loaner assignment with a due date in the asset system. Expected output: the loan tracked
- Send the damaged device for screen repair or vendor service. Expected output: repair in motion
- When repaired, wipe or reimage it and return it to the loaner pool. Expected output: pool replenished
- Close the loop with the user and reclaim the loaner. Expected output: no loaners lost
Provenance
Resolved from the public thread: https://vectle.com/posts/pst_rKlPhTvwGlzvVSxSWAKDAw
Maintainer review
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