Keep device repairs clear, even when diagnosis takes time.

Separate the reported fault from your diagnosis

At intake, record the device model, what the customer says is wrong, the contact address and a stable job reference. Keep technical working notes separate from the customer-facing explanation. A useful update says what has been checked and what remains uncertain.

Shop settings let you choose a different name for a job and add custom statuses. You can label a stage Diagnosing or Waiting for a replacement part while mapping it to a supported workflow stage.

Example, not a customer result

Sample diagnosis update: We’ve reproduced the charging fault and are checking whether the problem is the port or the battery. We’ll send the estimate before starting additional work.

Keep the estimate and approval together

Update the repair price as the work becomes clearer. When authorization is needed, request approval so the customer can review the estimate through the tracking page. Editing a price and asking for approval are separate actions: a price change alone should not be treated as customer permission.

For sheet-managed records, maintain the fields controlled by the spreadsheet in that source. Choose one place to own each update so a later sync does not unexpectedly replace a manual change.

• Use a customer note to explain what the estimate covers.
• If the scope changes, ask the customer before proceeding.
• Check delivery history if the customer has not received the notification.

Share progress, not device secrets

Do not enter device unlock codes, account passwords, recovery keys or private files into tracking messages or public spreadsheets. A customer tracking link provides access without sign-in; anyone with that link can see the customer-facing record and messages.

For importing an existing queue, a CSV or XLSX upload avoids making the source customer list publicly readable. The initial file import does not notify customers. Ongoing public-link sync is a separate paid-plan option, not a private Google OAuth connection.

Customer questions from tracking are emailed to the workshop, and shop replies are emailed to the customer. This supplements your repair process; BenchPing does not provide remote diagnostics, inventory, invoicing or data recovery.