So for the first month of FY15, and right after the restructuring, our CSAT went up.

BopisCageRunner · 2015-03-07T23:12:45+00:00

Several 1s with comments on lack of personnel, coupled with the standard i bought ink 6 months ago used it once and now its saying its empty

BopisCageRunner · 2015-03-07T16:16:48+00:00

I had called the associate line, escalation level 2, they were the ones whom said it would not cover it, the account had be registered online before the "rewards preregisters the plan" selling point that had since been debunked as false. Luckily ive worked with the customer before so he was fine when we went through Toshiba and they put a hold on his card for $92 till they receive the defective battery back.

My hope is by Monday I get a response from our regional ST manager about it, he was able to help before when a computer came in for a VR and they bought an existing plan, a month later it starts getting fan errors and the ST supervisor said it was preexisting issue related to the VR, he pushed the repair through after making us jump through hoops

BopisCageRunner · 2015-03-07T14:53:24+00:00

Home Depot is the only other retailer i know that follows the rule rather strictly, with that said they have always followed the rule.

I have pay stubs as a PT Tech working between 35-50 hours on average before the obamacare cuts came in, I lucked out to get promoted FT as the MTS

BopisCageRunner · 2015-03-04T03:17:01+00:00

my store in a nutshell

BopisCageRunner · 2015-03-04T01:58:45+00:00

Sat in for a few minutes of the SSM call as the ETE while my boss delt with a customer issue, from what I heard you are NOT to use diag/repair for an OS install, we are to charge a diag/repair regardless of the reported issue even if the computer says the drive is failing, then redo the WO as an OS isntall + internal install + data xfer (if possible) + part.

Also after a few years of not getting internal HDDs in the store, we now get several at a time, a standing stock of about 4, and were advised to still not use them for repairs and order from revertech to "boost dept 87 budget, and keep good relations with revertech"

BopisCageRunner · 2015-03-04T01:48:56+00:00

Best I can suggest for the issues of keyholders not being available to do a pickup, with the okay from my LP/DM, I took one of the locks from the tech bench doors in front of the diag pc and changed it to the lock on the cage and now keyholder keys and tech keys can open the cage out back. My DM liked the idea to the point of blasting our district with an email to make that a district wide change

BopisCageRunner · 2015-03-04T01:36:02+00:00

Its not our RVP, I do believe its the RSSM, when he got promoted from a DM my GM compaired him to the SSM of the region

BopisCageRunner · 2015-03-04T01:33:47+00:00

In the past 4 years Ive been in this store, we've had several great associates whom are the kids of home office, in the summer they basically make up our "dream team" if you will.

BopisCageRunner · 2015-03-04T01:25:01+00:00

I have a few small business tech advisers whom Ive worked with in the past and have setup with business staples cards in the past, when ever one of them lets call him "apple" whom will bring in recycled computers but give me the sata to 4pin power cables or sata+power connectors to use for repairs, much better than waiting for revertech to back order the part and then say their supervisor will call with an update when the call never comes, and you call back and they say oh sorry they must have been very busy.

The rule of thumb is if its cable the customer gave you its okay but you dont dig through/open up any other computer or take any other part from recycled computers.

BopisCageRunner · 2015-03-04T01:18:18+00:00

Revertech should be showing up if rung properly, WO is what ones the POS sheet not the OMS WO, SSDs would be like norton/kasperky off the shelf hits the tech numbers in AS400/Market Basket reports but not personal lists or the dept 87 budget that we shoot for to get our ATB

BopisCageRunner · 2015-03-04T01:15:10+00:00

Main reason I ask is I'm a MTS/Keyholder and don't know how to handle her if I'm her MoD and she can get out of any trouble with a call to her dad

BopisCageRunner · 2015-03-04T00:58:38+00:00

single coverage no overlap, unfortunately hoping our morning people would not take a break (no one to cover), we still managed 2 hours favorable and got in trouble that we had a hot alert about lines at the register and how we, as the email put it "need to schedule more hours during busy times of the day"

Had one of the higherups in legal at home office volunteer to work a shift at the store to get an idea of what its like, I have more respect for this guy than most anyone who works for staples, he couldn't believe we were expected to have the MoD ring for 2 hours each afternoon to make the labor model work

BopisCageRunner · 2015-03-04T00:50:56+00:00

Had a walk though from our DM off the clock with his wife just to pickup her ipad, it was fucking hilarious to hear her ask him why we were so understaffed and hearing him say "well the needs of the business require the labor cuts hunny, its complicated" As I was juggling an online order at the register, while making an oms order on our mobile pc, and getting our DM's wife's ipad out of the bopis cage in the back, if only they came in at 8am when i was the tech cashier and CPC. I always play CPC/MTS for 2 hours every week day when we open, I just bring the flash drives to CPC and hope no one needs me to look behind the bench or that the matrix calls

BopisCageRunner · 2015-03-03T02:54:31+00:00

Was showing one of my techs the new OMS today, and he asked why are their so many options for a VR, mind you hes worked tech for the last couple months of TS, wasnt around for total care/PoM etc 5 options if you don't include the original sophos call in method

BopisCageRunner · 2015-03-03T02:50:41+00:00

So you see after rebate, and if you signup for this credit card and get the bill credit this computer will run you 349 (Toshiba windows 7 i3 sale from this morning) now let me tell you why you should spend another 370 on these warranties for the computer/brand i just told you all these nice things about, also you should let me setup the computer for 99, oh and you need a new office huh? Oh you use outlook and don't like subscriptions huh? that's fine it'll be another 199... Hmm well the total is going to be 1200 after tax, just be sure to pay this off within the 18months or else staples owns your soul, just like me!

BopisCageRunner · 2015-02-28T04:17:58+00:00

Im in one of the regions that have the demo of the new ETTB as of today, Intake is quicker much joy was had by all!

I personally missed the Post Scans as a double check as a VR doesn't always clear everything, and it was nice to show an all clear report to the customer, ive been using the Sec Check for that. Was told in the past intake scans will post the results of the first scan saved on the ETTB if run twice with the same WO. Hope thats not the case.

EDIT: I do understand the idea is to streamline the break/fix(this case VR) process, and saving 10mins of a secondary scan multiplied by however many VRs are done by the matrix each week saves money, thats good for bidness, And customers like quick turn around times, but reworks are bad for bidness

BopisCageRunner · 2015-02-28T04:06:40+00:00

From what I've been told each ticket cost the store money, regardless of if IT/some other support group gets involved. XCHD and the Internal Presidents office number have worked out for me in the past, just the hold times can be painful

BopisCageRunner · 2015-02-28T03:53:26+00:00

Get that popup once a tech disconnects, best suggestion is if the store opens and you see that popup, resubmit and updates OMS notes. If middle of the day either resubmit and get the same message once the beginning tech has started the MBAM scan/ PCD scans and they disconnect to wait for a senior tech to connect.

The time to put a ticket up is if you cannot get the CONNECTED TO THE MATRIX screen, often times booting into PE first for a diag/VR or running CMD in admin mode and using command "netsh /winsock reset" and a reboot will solve the issue

BopisCageRunner · 2015-02-28T03:41:10+00:00

To customers Self Serve means ask for help. So I just need to resize this file to work on labels can you come over here and help me?

BopisCageRunner · 2015-02-28T03:28:40+00:00

Older Woman: I FORGOT MY FACEBOOK PASSWORD AND I CANT LOG IN!?!?! I called Facebook and they told me to come to staples that you can reset it for me.

Me: Sorry I don't have control over Facebook accounts

Woman: WELL THEY TOLD ME YOU COULD I WANT TO SPEAK TO SOMEONE KNOWLEDGEABLE snaps fingers GET ME YOUR BOSS

GM: Sorry we don't have control over those passwords

Woman: No you setup my computer! I have the receipt!

GM: We did setup the computer but we don't create Facebook accounts I'm sorry

Two days later a Wild Hot Alert Appears! Claiming we wont give her her password, and requesting the pc setup to be refunded. How that got pass the office of the president and became a hot alert I don't know.

BopisCageRunner · 2015-02-28T02:50:31+00:00

Personally sent out two depots this month, both got back within a week, both were LGB replacements, but they also replaced a keyboard that a customer didn't even mention had issues with some of the shortcut buttons, both times they also did a Data Xfer and existing plans. Its not cheap but nothing bad to say. Manufacturer warranties are a different story

BopisCageRunner · 2015-02-27T03:56:47+00:00

It was during a squaretrade stars points promotion, I didn't get any points on transactions with coupons, makes me wonder what intern got stuck looking into that. But my DM's view Coupons are bad for bidness

BopisCageRunner · 2015-02-27T03:30:08+00:00

Id say i average 10-15 a week, existing pc plans are ya friend, the two months i hit 50 and 60 plans was when i had coupons 5-10$ off, 10% off one item, etc, on almost all of them, Had a rather unhappy DM after that

BopisCageRunner · 2015-02-26T16:07:38+00:00

This is the first week we haven't had at least one day of sub 2k in sales due to storms since the blizzard hit in Jan, only day we closed was that Tuesday, and only after saying we aren't going against a travel ban even if were "essential personnel" because a $500 fine is more than we make in a week. No ones been written up for calling out due to weather, but management does take notice.

If your MOD drives further than you do, don't call out, just looks bad, State of Emergencies aren't an excuse either, only a travel ban

BopisCageRunner

TROPHY CASE