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| Serial Number | Customer Name | Issue Category | Issue Description | Date Received | Priority | Status | Assigned Tech | Parts Needed | Est Complete Date | Date Completed | QC Status | Notes |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
Column explanations:
Based on Steve/Tin firmware troubleshooting meetings (Feb 10-12, 2026)
| Issue Category | Typical Symptoms | Diagnostic Steps | Repair Procedure | Parts Required | Est Time (min) | Difficulty |
|---|---|---|---|---|---|---|
| Firmware Update Failure | Update fails, system unresponsive, power button bug | Check firmware version, attempt manual flash via USB | Flash firmware via USB, verify version post-flash | USB toolkit, firmware image file | 15 | Medium |
| WiFi Connectivity | No WiFi bars, not detecting in ZUES router, intermittent connection | Verify router working, check WiFi bars on unit, test other units | Reset network settings, reflash firmware if needed | Firmware image (if reflash needed) | 10 | Easy |
| Battery - Chafing Connector | Battery not charging, intermittent power, safety recall | Visual inspection of connector, test charging | Replace battery, inspect connector for damage | Replacement battery, connector | 5 | Easy |
| Battery - General Failure | Won't hold charge, rapid drain, won't power on | Test with known-good charger, measure voltage | Replace battery | Replacement battery | 5 | Easy |
| Screen - Cracked/Damaged | Physical damage visible, touch not responding | Visual inspection | Heat gun adhesive removal, screen replacement | Replacement screen, adhesive | 20 | Medium |
| Screen - Display Malfunction | Blank screen, flickering, dead pixels | Test with different firmware, check connections | Screen replacement or connector reseat | Replacement screen (if defective) | 15 | Medium |
| Power Button Bug | Button unresponsive after firmware update | Check if post-update issue, test with older firmware | Reflash firmware, test power button function | Firmware image | 10 | Easy |
| General Assembly | Curriculum cards needed, emotion cards missing | Verify customer order details | Assemble emotion cards, curriculum materials | Emotion cards, curriculum materials, packaging | 10 | Easy |
| Other/Unknown | Issue not matching common categories | Document symptoms, escalate to ZTAG engineering | TBD based on diagnosis | TBD | 0 | TBD |
Key insights from Feb meetings:
| Part Name | Part Number | Qty in Stock | Reorder Level | Unit Cost | Supplier | Last Restock | Notes |
|---|---|---|---|---|---|---|---|
| Replacement Battery | ZTAG-BAT-001 | 0 | 50 | $12.00 | M5Stack/Jimmy | Safety recall component | |
| Replacement Screen | ZTAG-SCR-001 | 0 | 20 | $25.00 | M5Stack/Jimmy | ||
| WiFi Module | ZTAG-WIFI-001 | 0 | 10 | $8.00 | M5Stack/Jimmy | Rarely needed | |
| Emotion Cards Set | ZTAG-EMO-001 | 0 | 100 | $2.00 | ZTAG/Internal | ||
| Curriculum Materials | ZTAG-CUR-001 | 0 | 50 | $3.00 | ZTAG/Internal | ||
| USB Flashing Toolkit | ZTAG-USB-KIT | 1 | 2 | $45.00 | ZTAG/Provided | For firmware updates | |
| Heat Gun | TOOL-HEATGUN | 0 | 1 | $35.00 | Local/Amazon | For screen replacement | |
| Soldering Station | TOOL-SOLDER | 0 | 1 | $80.00 | Local/Amazon | For connector repairs | |
| Multimeter | TOOL-METER | 0 | 1 | $25.00 | Local/Amazon | For diagnostics | |
| Screen Adhesive | ZTAG-ADH-001 | 0 | 20 | $1.50 | Local/Amazon |
Initial procurement needed:
| Metric | This Week | Last Week | This Month | Target | Notes |
|---|---|---|---|---|---|
| Units Received | 0 | 0 | 0 | 25 | |
| Units Completed | 0 | 0 | 0 | 20 | Target 2-week turnaround |
| Avg Turnaround (days) | 0 | 0 | 0 | 14 | Target per Valencia agreement |
| Units In Progress | 0 | 0 | 0 | ||
| Battery Replacements | 0 | 0 | 0 | Most common (recall) | |
| Firmware Flashes | 0 | 0 | 0 | Second most common | |
| Screen Replacements | 0 | 0 | 0 | ||
| QC Pass Rate (%) | 0 | 0 | 0 | 95% | |
| Customer Satisfaction | 0 | 0 | 0 | 4.5/5 | Out of 5 |
| Tech Hours This Week | 0 | 0 | 0 | Track at $48/hr |
Review frequency:
| Step | Owner | Action | Tools/Systems | Est Time | Status Gate |
|---|---|---|---|---|---|
| 1. Customer Contact | Tin (ZTAG) | Customer reports issue via Zoho Desk, Tin creates ticket | Zoho Desk | 5 min | Ticket created |
| 2. RMA Authorization | Tin (ZTAG) | Tin approves RMA, sends return label to customer | Zoho Desk, Shippo | 10 min | RMA # assigned |
| 3. Unit Ships | Customer | Customer ships defective unit to Valencia | Shipping carrier | 3-5 days | Tracking # provided |
| 4. Valencia Receives | Samantha | Log receipt in tracker, assign serial #, assign to tech | This Google Sheet | 5 min | Status: Received |
| 5. Diagnosis | Tech (Valencia) | Tech diagnoses issue, selects repair procedure | Diagnostic tools, Common Issues sheet | 15 min | Issue category identified |
| 6. Repair | Tech (Valencia) | Tech performs repair per procedure | Tools, parts from inventory | 5-30 min | Repair completed |
| 7. QC Check | Tech or Samantha | Test unit functionality, verify issue resolved | ZUES system for testing | 10 min | QC Pass/Fail |
| 8. Ship Back | Samantha | Package unit, create return label, ship to customer | Shippo, packing materials | 10 min | Tracking # to Tin |
| 9. Customer Confirmation | Tin (ZTAG) | Follow up with customer, close Zoho ticket | Zoho Desk, email | 5 min | Ticket closed |
| 10. Update Tracker | Samantha | Mark complete in sheet, log parts used, update metrics | This Google Sheet | 2 min | Status: Complete |
Total turnaround target: 14 days (2 weeks) from receipt to ship back
| Role | Name | Phone | Notes | |
|---|---|---|---|---|
| ZTAG Logistics | Tin | tin@ztag.com | Primary contact for RMA handoffs | |
| ZTAG CEO | Quan | quan@ztag.com | Escalations, technical questions | |
| Valencia Contact | Samantha | Primary tech and coordination | ||
| QC/Manufacturing | Jerry | In US this month - training window | ||
| ZTAG Training | Steve | steve@ztag.com | Field feedback on common issues |
Today's visit:
What Valencia needs:
Start timeline:
Contact Tin for:
Created: 2026-02-18
Based on: Feb 17 Valencia meeting + Feb 10-12 firmware troubleshooting meetings
For: Valencia Fulfillment (Samantha) + ZTAG (Quan/Tin/Jerry)