Warranty repairs without chaos: a practical guide for workshops

A warranty dispute is the most expensive dispute in a workshop — at stake is not just money but the client’s trust and your reviews. And almost always the cause is the same: nobody remembers what exactly was done and when. The fix is boring but reliable — write everything down.

Record everything at intake

Device, serial number, visible damage, the problem as the client describes it. Two minutes at intake save two hours in a dispute. If the case is already scratched when the device arrives — that must be written down before the client leaves.

Record exactly what was replaced

A warranty covers what YOU did: the parts replaced and the work performed. So every repair needs a list — which part went in, what work was done, on which date and for what amount. That also draws the line: if the battery dies after you replaced the screen, that is not your warranty case.

Know the terms and put them on the receipt

Consumer goods in the EU carry statutory conformity rights, but the warranty terms for your repair work are set by you — what matters is that they are written down and visible to the client at pick-up. Clear terms on the receipt prevent most disputes before they start.

How ReactDesk helps

• Every repair has warranty fields — you instantly see which jobs are still under warranty.
• The client card holds the device’s full history: what was done, when and for how much.
• The action log shows who changed what — even when the team changes.
• A printed ticket with the repair details stays in the client’s hands.

When a warranty case does arrive, the conversation is calm: open the history, look at the facts, decide. No emotions, no guessing — and most of the time the client leaves satisfied.