Resolution time: 3 days Outcome: Engineer dispatched to site, repair completed under warranty at no cost to the customer
The Issue
A member of staff reported that several keys on their laptop keyboard were not responding correctly, requiring multiple presses before registering. The fault was centred around the shift key row.
The initial question from the customer was whether this was repairable or whether the laptop needed replacing.
What We Did
Day 1
Triage & Remote Troubleshooting
We first ruled out any software or settings issues before assuming it was a hardware fault. Steps taken:
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Advised a full restart of the laptop
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Checked Filter Keys and Sticky Keys were disabled in Windows Accessibility settings — these can cause keys to require multiple presses
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Advised cleaning under the keys with compressed air to rule out debris
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Suggested testing with a USB keyboard to confirm whether the fault was with the hardware or the OS
We also identified that the customer had two devices on their account and confirmed the correct one before proceeding.
Warranty Check
Once we had the serial number we checked the device warranty status. The laptop was confirmed to still be under warranty, meaning the repair would be covered at no cost to the customer.
Remote Session
Before logging the repair we connected to the laptop remotely to check files were backed up and the device was in a good state. This took around 20 to 30 minutes.
Day 2
Warranty Repair Logged with Manufacturer
We raised the repair directly with the manufacturer on the customer’s behalf. This involved:
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Submitting photos of the keyboard fault as requested by the manufacturer
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Coordinating with the end user to gather the required images
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Manually raising the support request when the self service process required additional input
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Confirming the on site address for the engineer visit with the customer
Day 3
Engineer Booked & Confirmed
The manufacturer confirmed an engineer visit to the customer’s site. We shared the tracking link with the customer so they could follow progress directly and kept the helpdesk case updated throughout.
Outcome
The fault was resolved through the manufacturer’s warranty process at no cost to the customer. From the initial report to engineer confirmation took just three days. The customer did not need to purchase a replacement device.
Key Takeaways
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Always rule out software causes before assuming hardware failure — a quick settings check can save unnecessary repair costs
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Checking warranty status early in the process saved the customer the cost of a repair or replacement
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Handling the manufacturer liaison on the customer’s behalf removed the burden from the customer completely
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Keeping the customer updated at every stage meant no chasing and a smooth experience throughout