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Why does nobody talk about documenting driver oddities before a reimage
For 2 months I skipped writing down odd device behavior before wiping machines, and at least 3 customers came back saying their printer or dock was worse than before. Last week I started keeping a simple text log of every quirk I see during intake, like a laptop that only charges on one USB-C port or a dock that drops video when the lid closes. Has anyone else built a habit like this, and do you keep it on paper or in your ticket system?
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tessa_murray28d ago
I started doing this about a year ago after a client swore their webcam worked fine before I touched it. Now I keep a running note in the ticket with stuff like "only boots with charger plugged in" or "wifi drops if you close the lid too fast" and it has saved me so many arguments. Paper would never work for me, I'd lose it, so everything goes straight into the ticket notes before I even open the case.
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