Over the past year, workload increases, system limitations, and several personal life events created a rough period where consistency slipped. As a result, some repairs took longer than they should have. Messages were missed, updates were delayed, and job tracking wasn’t as reliable as it needed to be.
I’m not making excuses.
I’m laying out the facts.
The old workflow relied too heavily on memory, scattered messages, and manual processes. Eventually, it buckled under pressure.
Because of that, I rebuilt everything properly from the ground up.
This post explains what went wrong, what’s been fixed, and how the new systems now deliver reliable and predictable service.
What Went Wrong
1. Freight Delays (Australia Post and Others)
Parts, warranty items, and customer devices were often delayed. These delays had nothing to do with repair work, but they slowed the entire process. When parts take longer to arrive, repairs take longer to finish — simple as that.
2. Facebook Messenger Was Holding Everything Back
Messenger is not a business tool.
It caused:
- missed notifications
- late messages
- poor syncing
- conversations buried under unrelated chats
- no reliable link to repair jobs
Because of this, Messenger is no longer used for repairs at all.
3. The Previous CRM System Was Too Slow
The old CRM system struggled under load. It had:
- high latency
- slow page loads
- unreliable ticket creation
- poor visibility of past repairs
- general instability
Instead of helping, it created bottlenecks.
4. A Period With No CRM at All
When switching between systems, job tracking temporarily fell back to:
- memory
- handwritten notes
- emails
- Messenger
That approach works on slow days, but it collapses under real repair volume.
5. No Standard Intake Sheets
At busy times, devices were dropped off while I was already in the middle of another repair or helping someone else. Without immediate paperwork, details sometimes slipped. That gap alone caused several follow-up issues.
6. Phone System Issues (NVRAM Battery Failure)
A failing NVRAM battery in the PBX caused:
- missed calls
- dropped calls
- random resets
- voicemail failures
Communication became unpredictable during that period.
What’s Been Fixed
Intake Sheets for Every Device
Every device now gets a proper intake sheet that records:
- contact information
- device model
- IMEI/serial
- the reported problem
- accessories included
- passcodes (optional)
- customer sign-off
Nothing enters the workflow undocumented anymore.
Dolibarr — The New Ticketing System
Every repair job now goes into Dolibarr, a stable open-source CRM/ERP used worldwide.
Dolibarr handles:
- ticket tracking
- job notes
- IMEI/serial tracking
- inventory
- invoicing
- POS
- full repair history
Everything lives in one system.
No scattered messages.
No relying on memory.
Why Dolibarr Works Better
- automatic email updates
- clear job stages
- detailed ticket notes
- accurate parts ordering
- device history
- stock insights
- customer portal coming soon
- consistent communication
No matter how you contact me — phone, SMS, email, or walk-in — your details still go straight into Dolibarr.
Reliable Parts and Two Suppliers
I use:
- a high-quality supplier in Sydney
- a reliable backup supplier in Melbourne
If one has a bad batch or a delay, I switch immediately.
You can choose between:
- high-quality generics, or
- genuine service-pack parts
Every device model is double-checked using the IMEI before ordering parts. This prevents wrong orders and unnecessary delays.
Turnaround Times and Freight
Common Repairs / In-Stock Parts
If the required part is already in stock, repairs are usually same day, assuming diagnostics don’t uncover anything extra.
This includes:
- common screens
- batteries
- charging ports
- simple hardware fixes
Repairs That Need Ordered Parts
When parts aren’t in stock, they are ordered immediately.
I now use multiple freight carriers:
- Australia Post
- Toll
- TNT
- additional couriers as needed
Why several carriers?
Because relying on one creates problems.
One parcel did a full loop through Condobolin before coming back to Forbes. Others sat in Chullora for an extra day with no explanation. These “scenic route” delays are why I added multiple freight options.
Result
Parts usually arrive by the next shop opening day, keeping repair times tight.
Smarter Stock Levels With Dolibarr
Dolibarr tracks:
- which repairs happen most
- which parts move fast
- seasonal demand patterns
Because of this data, I can expand in-stock parts without wasting space or money. Over time, more repairs become same-day.
Communication Improvements
- automatic email updates
- clear job status
- reliable history
- no more Messenger
- no scattered inboxes
A customer portal will be added soon for direct status checks.
Workflow Discipline
Every repair follows a strict process:
- intake sheet
- ticket creation
- diagnosis
- parts ordered (if needed)
- repair
- testing
- ready for pickup
Every step is documented as a ticket note.
Every device is tracked by IMEI/serial.
Parts are double-checked via IMEI before ordering.
Privacy, Passcodes and Device Access
Access Only When Needed
Devices are only accessed when required for diagnostics or testing.
Passcodes
- only used for testing
- only stored if you choose
- you can enter your own passcode
- never used for anything else
Modern Devices Block Data
Modern devices block all USB access to data unless unlocked and authorised.
Because of this:
- I cannot access your data without the passcode
- No software can copy your files
- Diagnostics remain safe
- Your information stays private
Warranty
Parts — 6 Months
Covers defects and premature failures.
Labour — 90 Days
Covers installation-related issues.
Water Damage — No Warranty
Water-damaged devices are repaired on a best-effort basis only.
Not Covered
- drops
- cracks
- new physical damage
- liquid damage after repair
- faults caused by bad cables/chargers
- software corruption
- battery swelling from board faults
- damage by another shop
Refurbished Devices
Warranty matches the period offered by the dealer.
Business Hours and Availability
Even with the PBX fixed, I may be:
- onsite
- at Australia Post
- doing deliveries
- with another customer
- running diagnostics that can’t be interrupted
If I miss your call, I will return it as soon as possible.
Dolibarr still logs everything.
Customer Responsibilities
You can help your repair go faster by:
- providing accurate contact details
- bringing the device charged (or a charger)
- bringing accessories if relevant
- approving parts quickly
- using one communication channel per job
- entering your passcode yourself if preferred
Repair Limitations (Straight Up)
- water-damaged devices may fail again later
- motherboard faults can be unpredictable
- aftermarket parts may differ slightly
- bad cables/chargers cause random issues
- software faults aren’t covered
- data recovery is never guaranteed
Priority Repairs
Critical devices (business, trades, farming, emergency, medical) may be prioritised.
Final Word
The reliability issues were real. They came from a workflow that wasn’t built to handle heavy workloads during a difficult period. Those issues are now fixed with proper systems, better processes, and stable tools.
Every business experiences growing pains.
What actually matters is how those problems are acknowledged, fixed, and prevented in the future — and that’s exactly what these changes deliver.
My focus now is simple:
consistent, accurate and reliable service — every time.