220-1002 · Question #63
A user brings a personal laptop to the help desk and states that a clicking sound occurs when the laptop is turned on. After troubleshooting the issue, the technician concludes the hard drive needs…
The correct answer is B. Offer a different repair option to the user. The help desk has a clear policy: it does not replace hardware on personal devices. Once the technician has diagnosed the issue (failing hard drive indicated by clicking sounds), the appropriate next step is to inform the user of the limitation and offer an alternative - such…
Question
A user brings a personal laptop to the help desk and states that a clicking sound occurs when the laptop is turned on. After troubleshooting the issue, the technician concludes the hard drive needs to be replaced. The help desk does not replace any hardware on personal devices. Which of the following is the NEXT step the technician should follow?
Options
- ADismiss the user's issue and move to the next user
- BOffer a different repair option to the user
- CReplace the hard drive and inform the user
- DAsk concise close-ended questions
How the community answered
(32 responses)- A3% (1)
- B91% (29)
- C6% (2)
Explanation
The help desk has a clear policy: it does not replace hardware on personal devices. Once the technician has diagnosed the issue (failing hard drive indicated by clicking sounds), the appropriate next step is to inform the user of the limitation and offer an alternative - such as referring them to an authorized repair center or third-party service. Dismissing the user (A) is unprofessional and violates good customer service principles. Replacing the hardware anyway (C) violates policy. Asking close-ended questions (D) is a diagnostic step already completed. Offering an alternative repair path respects both policy and the user's need.
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