This document provides guidance on escalating mail-in repairs that cannot be processed normally. It outlines four routes for escalation: 1) checking for existing escalations, 2) creating new escalations in GSX if none are found, 3) progressing existing escalations daily, and 4) closing escalations once issues are resolved. Key details like escalation numbers and notes must be recorded in GSX and a tracking spreadsheet to communicate status to Apple.

1. Temporary Operating Procedure
Mail-In Dispatch Escalations
For instances in which the AppleCare Repair Center requires more information about a Mail-In
Repair (dispatch) or must request a requote, the escalation will be managed within GSX and tied
to the Mail-In Repair. Escalations associated with mail-in repairs initiated by Apple service
providers (Celestica) are sent via GSX directly to the ASP for customer contact. This procedure
is a guide to this process.
Preliminaries
During the ‘Booking In’ process, an operator may find that it is not possible to ‘Book In’ a unit.
The unit will have to be Escalated back to Apple Service for an answer. As a guide, the unit may
not be able to be ‘Booked in for the following reasons:
1) The Unit may not have a dispatch number or the one on the box does not match the
paperwork in the box.
2) The Serial number on the box does not match the Serial number on the unit.
3) The carridge box may be opened and found to be empty because the customer has
returned the empty box.
4) The carridge box may be opened and found to be empty because the unit has been
stolen.
5) The unit has not been entered onto GSX so that the customer details cannot be
retrieved.
There are 4 routes in which you may proceed:
Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed
Escalation Process
A Step by step guide1/5
Route 1
Checking for
an Escalation
Route 2
Creating an
Escalation on GSX
Route 3
Progressing an
Escalation
Route 4
Closing an
Escalation

2. Temporary Operating Procedure
Accessing GSX
All Escalations raised by Apple will come thorough on the GSX site and is available to view by anyone
who has Admin access to GSX Celestica Account. To log in, use the following steps:
1) Log on to the Apple GSX site https://gsx.apple.com
2) If you do not have an Apple ID click on the link here and follow instructions.
3) If you have a GSX account then enter your Apple ID and password and press login.
4) On the GSX home page you should be able to see in the bottom right hand quadrant of the screen
Escalations section, select ‘Escalations awaiting Response’
Route 1: Checking for an Escalation
Select Escalation Lookup. This will bring you to the Dispatch Escalation Search screen.
Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed
Title: Escalation Process
A Step by step guide2/1
Escalation Process
A Step by step guide3/5
This is the
main screen
from which you
can proceed
down each
route.
Escalation Process
A Step by step guide2/5

3. Temporary Operating Procedure
Route 1 continued.
From this dispatch Escalation search screen, select Open in the Escalation Status box on the 4th
line. This will search all the outstanding escalations. This is the same as selecting Open
Dispatch Escalations on the lower right of the main GSX screen. The search will yield results like
the one below.
GSX Escalation Lookup
Escalation Search Results
Dispatch Escalation search
Type in the Escalation number if you have one.
Receive hold escalations
If not cleared, select Cancel
Back to dispatch Escalations Search screen.
See Notes History for progress on an Escalation.
To add comments, Type into the New Notes box. GSX will automatically add the Date, and CEL
to the top of your comments when they are saved.
Make sure you enter:
• The time and date received
• The unit Tracking number
• Comments on the reasons for the unit being put on Hold, e.g. Not on GSX; Missing
dispatch; wrong serial no. empty box; box with broken security seal & missing unit, etc.
Apple in Cork (Ireland) may respond the same day, or the next day. All Holds MUST be
progressed daily.
When the notes are complete, press Submit. You will be taken back to the Dispatch Escalation
Search screen.
If the serial number or dispatch you are looking for does not appear in the list out outstanding
units, and cannot be found by using the Dispatch Lookup, the unit will need to have an
Escalation created. You will need to proceed to Route 2.
Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. ReedEscalation Process
A Step by step guide4/5

4. Temporary Operating Procedure
Route 2: Creating an Escalation on GSX
Step 1:
1) Fill in the Dispatch Escalation Search with as much information as you can. Fill in any
details that can be used in the appropriate search boxes: e.g. serial no.
2) Select: Find
3) Receiving Hold summary
4) Product Name (drop down menu)
5) Input the Serial number; ID number; Names of owner
6) Select: Click here to mark unit for escalation
7) At the Dispatch Escalation dialogue box type into the New Notes box. GSX will
automatically add the Date, and CEL to the top of your comments when they are saved.
Make sure you enter:
• The time and date received
• The unit Tracking number
• Comments on the reasons for the unit being put on Hold, e.g. Not on GSX; Missing
dispatch; wrong serial no. empty box; box with broken security seal & missing unit, etc.
Apple in Cork (Ireland) may respond the same day, or the next day. All Holds MUST be
progressed daily.
When the notes are complete, press Submit. You will be taken back to the Dispatch Escalation
Search screen.
The new Escalation will now show up in the list of Escalations.
Write the Escalation number on the Shipping label that came with the unit as well as the top left
corner of the unlabelled Traveller.
Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed
Escalation Process
A Step by step guide5/5

5. Temporary Operating Procedure
Shipping Label
When a unit cannot be Booked In, the Shipping label must be kept with the unit, as it contains
the Dispatch number, Serial number, and Tracking number. This label must not be disposed of
until the unit is correctly Booked In, where it is replaced by the Traveller and SAP entry.
Step 2 (Celestica ‘In Vs Out’ Spreadsheet)
When an Escalation is created, the information needs to be entered into the ‘In Vs Out’
spreadsheet under the GI HOLD tab below. Any details which will be helpful in classifying the
unit should be entered as below. (This gives members of the Apple team at CEL visibility of any
units on Hold).
Route 3: Progressing Escalations
Each morning, after the Infeed of units has been booked in a member of the team should check
the status of the Escalations on GSX.
From the main screen check:
• Escalations awaiting response
• List out Outstanding Escalations
Update the ‘New Notes’ section of the dispatch Escalation Details. Apple may make comments
or questions that will require action.
Route 4: Closing an Escalation
The Escalation will need to be closed If any of the following have been addressed
• Put onto GSX
• Assigned a new Dispatch Number
• The serial number has been confirmed
• The unit has been requested to be returned to the customer un-repaired
The Escalation closure should be acknowledged in the GSX Escalation entry. Also the GI Hold
table in the ‘In Vs Out’ spreadsheet should be updated with the appropriate comments, and a ‘Y’
placed in the Close column, to show that that record has been closed.
After this, the Traveller may be updated with a new label with ‘today’s’ date and the unit may be
added to the Infeed as a ‘Same Day’ unit (even though it may have been on hold for several
days).
Issued: 06/06/06 Rev: B Author: P. Rouse / M. Potter Signed off: T. Reed