Computer Warriors
Tickets/#69932

Ticket #69932

Benjamin · Dell laptop - keyboard problems

Update customer portal

Changes here are what the customer sees. The customer is only sent their link when you press Publish.

Prefilled from the ticket subject — clean it up to what the customer should see.

Repair options (the quote)

Options are shown to the customer as a ladder: your Recommended pick first, then the rest priciest to cheapest, with the Minimum last. Most options need no label at all — the price and your description carry them. Only one option should be Recommended.

What you recommend
$
The customer has already made a selection.

Save stores your work on the customer portal without notifying anyone. Preview saves, then shows you exactly what the customer will see. Publish locks it in, posts the quote to the RepairShopr ticket, and sets it to Quote Ready so the customer gets their link.

Documentation photos0/12

Photos of the device as it came in — pre-existing damage, condition, anything worth a record. These appear to the customer as soon as they upload. Remove one if it shouldn't be there.

Ticket

RepairShopr ID
119271134
Customer
Benjamin
Phone
(804) 677-0831
Primary issue
Dell laptop - keyboard problems
RepairShopr status
—
TechSuite report
Detected
Approval
Approved

Customer portal link

https://status.thecomputerwarriors.com/repair/69932

Open customer page →

RepairShopr sync log

A log of portal activity and RepairShopr sync for this ticket.

  1. status update
    RepairShopr ticket status update requested: Customer Reply
  2. approval
    Customer Approved Repair Through Portal
Approved option:
Recommended
Approved price:
$215.95
Customer-facing summary:
We can replace your laptop's keyboard with a new one. This means installing a new palm-rest (the part that holds the keyboard and where you rest your wrists), moving all your laptop's internal parts over to it, and testing everything afterward to make sure it all works properly.
Approval timestamp:
October 13, 2026 at 12:21 PM EDT
Next recommended RepairShopr status:
Customer Reply
  3. status update
    RepairShopr ticket status update requested: Quote Ready
  4. options published
    Repair Options Published to Customer Portal
1. Recommended — $215.95
Customer notified:
No
  5. update published
    Published to the customer portal.
Repair Portal Update Published
Customer-facing status:
Checked In
Customer-facing diagnostic summary:
We tested your laptop's components and found your battery and RAM (memory) are both working properly. Your SSD, the drive that stores your files and runs much faster than a regular hard drive, is healthy, and your operating system is stable. We updated your laptop's firmware and checked for any missing software needed for the keyboard to work, but this made no difference. We then opened your laptop to check whether the keyboard had been installed improperly by the previous technicians. The connection was correct, but we reinstalled it and cleaned out the connector in case dust was interfering. The problem appears to be with the keyboard itself, which will need to be replaced.
Customer-facing recommendation:
(none)
TechSuite report detected:
Yes
Diagnostic report visible to customer:
Yes
Customer notified:
No
  6. options published
    Repair Options Published to Customer Portal
1. Recommended — $215.95
Customer notified:
No
  7. update published
    Saved to the customer portal (not published — RepairShopr not notified).
Repair Portal Update Published
Customer-facing status:
Checked In
Customer-facing diagnostic summary:
We tested your laptop's components and found your battery and RAM (memory) are both working properly. Your SSD, the drive that stores your files and runs much faster than a regular hard drive, is healthy, and your operating system is stable. We updated your laptop's firmware and checked for any missing software needed for the keyboard to work, but this made no difference. We then opened your laptop to check whether the keyboard had been installed improperly by the previous technicians. The connection was correct, but we reinstalled it and cleaned out the connector in case dust was interfering. The problem appears to be with the keyboard itself, which will need to be replaced.
Customer-facing recommendation:
(none)
TechSuite report detected:
Yes
Diagnostic report visible to customer:
Yes
Customer notified:
No
  8. portal created
    Repair Status Portal created.
Customer Repair Status URL:
https://status.thecomputerwarriors.com/repair/69932
This page will be used for computer repair status updates, diagnostic summaries, repair recommendations, and customer approval tracking.