About the Trouble-Shooter

What this tool is for, and how it fits into the repair workflow.

Why this exists

Front-counter and bench technicians used to diagnose the same handful of laptop problems from memory, with no record of what was checked or how long it took. The Trouble-Shooter turns that into a guided, repeatable decision tree: pick the category and symptom the customer described, answer a short sequence of yes/no-style checks, and get a definitive root cause with the right next action — fix on the spot, or escalate.

Escalation tiers

Executive can resolve — no bench visit needed, a front-counter answer settles it.
Front-counter technician — quick, low-risk fix at intake.
Bench technician (L2) — standard repair, within normal bench scope.
Advanced bench diagnosis (L3) — needs a more experienced technician.
Safety-critical / board-level — beyond L1/L2 scope; route to an external repair partner (e.g. a Ritchie Street specialist) before quoting the customer.
Wrong category — reroute ticket — the symptom doesn't belong under the selected category; send the ticket back to the right one instead of quoting.

Every diagnosis becomes a report

Saving a diagnosis records the full path taken, how long each step took, the intake condition (checklist, bag/charger, photos), and the final recommendation as one structured report. That report doubles as the job card, a condition/liability record, and — over time — training data for an automated first-pass diagnosis assistant built on the same decision tree.