Corey M.
The RepairDesk support is very good
The RepairDesk support is very good. They are surprisingly well-versed in MacOS, which is rare. The software itself needs a lot of fine-tuning, which they appear to be continually working on (which is good). I still find it faster and more efficient to create post-it notes for my repair tickets (although chaotic and extremely imperfect), which says a lot about the clunkiness of the ticket intake process. The ticket intake process requires one to first add every single issue and its cost for every single device on the market (needs continual maintenance and price adjustments as devices age out). They do help you with preset device lists, but you still have to add the price for every single part and variation (ie. quality of screen) for every single device on the market and add new devices as they enter the market. I don't have time to do this! I just want to note the device serial/IMEI, passcode, and what the problem is, but the ticket creation process requires you to go through a huge process to select the manufacturer of the device, the type of device, the model, and select a pre-set issue and price. If you didn't add every single possible issue and repair price for every single device ahead of time then you have to add it manually on the fly, which makes a mess of the system (no naming consistency–some prices accurate, some outdated, most are $0 by default). I have rarely been able to create a ticket properly in RepairDesk without loosing important info or the entire ticket just disappearing (ie. tapping elsewhere on the iPad before tapping the "Save" button). I've had to ask my customer for the passcode info again many times. The entire Devices and Repair Issues section should be gutted and thrown away. There's no reason why I have to be restricted to selecting presets. Let me manually type the device name, problem, and add parts or not. It can be very fast and simple (like a post-it note), but it is not. Customers don't want to wait around for this process. They want to drop off and go. I find out that emails are automatically going out to my customers with wrong info (tells customer that a part was ordered when it has not, also tells them out-of-date price that I now have to honour). There should be some sort of confirmation of the content of an auto email before it goes out. Xero integration is very good. The inventory and POS works well for selling devices and accessories, so I'm getting a full 50% of my value out of this software. That said, the product search function is horrible. If you don't type the words in the right order nothing shows up (ie. typing "2020 macbook air" or "2020 13 Macbook Air" shows no results—I have to type "2020 13" Macbook Air). Integration with Mobile Sentrix is amazing! Syncing purchase orders and adding new inventory items with costs, UPC codes, name, etc. is all automatic based on order ID. This is probably the main reason why I still use this software. I've tried many POS systems for my Apple sales and Service business and all of them are bad in critical ways. RepairDesk is the best so far.