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BlackBerry diagnosis tool
Service staff at the counter will first run the customer's BlackBerry device through their diagnosis tool to determine various details such as model and software version numbers. These will be used to generate a jobsheet which repair staff can draw reference from.
Tang explains customer privacy is protected as no personal particulars are kept on the jobsheet. Instead, the jobsheet contains only an anonymized tag generated by the counter staff, she said, adding RIM is the first in the industry to adopt such a practice.
BlackBerry repair bench
Behind the scenes, service staff work in a production chain--starting from the left--which takes care of flashing, or BIOS updates, to mechanical repairs on the right. The area behind the yellow line is restricted to workers for static protection.