Opening a Warranty GSX Repair Case

In this guide, you will find how to open up a Warranty Repair case with Apple via GSX. The process typically takes 30-60 minutes, depending on the level of troubleshooting that needs to be performed while opening the repair.

Opening a Warranty GSX Repair Case

In this guide, you will find how to open up a Warranty Repair case with Apple via GSX. The process typically takes 30-60 minutes, depending on the level of troubleshooting that needs to be performed while opening the repair. 

Notes: 

  1. Open a ticket in the help desk system for the issue.
  2. Include the Serial Number, UWOID, issue, machine’s location, and any accessories that need to be checked in.
  3. Log in to GSX with your credentials at gsx.apple.com.
  4. Search for the device by serial number in the search box.
  5. Boot the device to AST and run diagnostics. If the device supports AST 2, click “request diagnostics” on the GSX page to run diagnostics.
  6. If diagnostics show something as failing, or if there are other indications that hardware needs to be repaired, click “troubleshooting” on the GSX page for the computer.
  7. First select the reported symptom, and then select the appropriate issue.
  8. Once the options populate, select the item that most accurately reflects the type of problem, and select the specific issue to troubleshoot.
  9. If you are unable to find the appropriate troubleshooting workflow, select the closest workflow that will troubleshoot the issue you are experiencing.
  10. Follow the troubleshooting workflow until a failure has been determined. 
  11. If no failure has been determined, and the computer is working, run diagnostics again (MRI and ASD). If they pass, update the ticket and return the computer.
  12. If no failure has been determined, and the computer is still not working, select the closest troubleshooting workflow that you can, and force the testing to fail on the appropriate part.
  13. If a failure has been diagnosed, and you would like to order the part, select “proceed with repair”.
  14. Select the type of repair for the unit
  15. If you are certified to work on the unit, and the tools are available, you may select either Mail-in or Carry-in.
  16. If you are not certified to work on the machine, do not feel comfortable completing the repair within the time allotted for a return, or the tools are not available, select Mail-in.
  17. Note: For all mail-in repairs, order a box for shipping as this will ensure a shipping label is included and we can easily get the unit shipped to Apple.
  18. If you select Carry-in, you will need to select the part to be shipped from Apple. Shipping is next day air (except for batteries), and return is required for most items.
  19. Select the part that is required for the repair, and click “Select Part”
  20. On the customer information screen, enter in the following information:
    1. Your full first name
    2. Your full last name
    3. “UW Oshkosh” for the company
    4. The Help Desk phone number
    5. Your work email address
    6. 800 Algoma Blvd, Oshkosh, WI, 54901
    7. The current date
    8. The current time
    9. Note: If this is the first time you are entering this information, you may wish to add it to the address book for future reference.
  21. Select the type of damage (if any), the proper failure code (if the wrong one is currently selected), and how often the issue is occuring, and then click Next.
  22. Select the technician who will be working on the repair - only certified technicians for this unit will appear in the list.
  23. Enter in some brief repair notes for the service case.
  24. For both the “Purchase Order” and “Reference” fields, enter in “FP######” where the #’s are the ticket number in FootPrints - this ensures that packages will be properly routed by the Help Desk.
  25. Click next, verify all of the information on the screen is correct - NOTE THE PRICE ON THIS SCREEN. IF YOU SUBMIT THE REPAIR, THE AMOUNT IN THIS BOX WILL BE CHARGED. IF IT IS NOT $0, WORK WITH ANOTHER CERTIFIED TECHNICIAN TO SUBMIT THE REPAIR. If the submission is successful, the order number will appear on the screen. Copy that number, update the ticket      with that information, and update the Order Log.
  26. Throughout the repair, update both the ticket and the GSX Repair case as outlined in OP500