Follow the repair journey from intake to report review.
This guide explains how TensorVault customers use repair intake, status lookup, quote decisions, payment guidance, reports and warranty information.
Service flow at a glance
1. Repair intake
Enter product details, symptoms, photos and contact information.
2. Save case number
Keep the case number for guest status lookup and support inquiries.
3. Inbound and diagnosis
The team reviews inbound status and diagnosis results, then publishes required quotes.
4. Review quote
Approve or decline quotes from My Desk or verified guest lookup.
5. Check payment guidance
Review payment number, amount, bank account and due date for approved quotes.
6. Repair and report
Open the customer report from the repair detail screen after repair and inspection.
7. Shipment and warranty
Track return shipment and warranty information with the repair history.
Before you start
Preparing product and contact details helps the team review your case faster.
- Prepare manufacturer, model name and serial number for the GPU or product.
- Describe when the issue occurs, how it can be reproduced, display output and fan behavior when known.
- Attach product photos, symptom photos or screenshots when available.
- Prepare the return shipping address and reachable contact information for after repair completion.
- Guest intake and guest status lookup require an email address you can verify.
- Review the privacy and repair workflow consent items on the intake form.
- When bank transfer guidance appears, check the payment number, amount, bank account and due date together.
Create a repair intake
Start as a signed-in customer or guest from the Repair page.
- Signed-in customers enter product details, symptoms, contact details and attachments from the repair intake page.
- Guests verify an email code before submitting the intake form.
- Save the case number shown after submission for status lookup and support inquiries.
- The address entered during intake is the return address for receiving the product after repair.
- The address you should ship the product to is confirmed from separate guidance after diagnostic fee payment.
Guest repair status lookup
Guests can check progress with the intake email and repair case number.
- Enter the intake email and repair case number on the status lookup page.
- Complete verification with the code sent by email.
- After verification, review current status, product location, quotes, payment guidance, shipment, warranty and public reports.
- Even when signed in, a case verified through guest lookup is opened using guest lookup access.
Customer My Desk
Signed-in customers review their repair-related information by menu.
- Use the dashboard to scan recent repairs, quotes, payments and support updates.
- Use Account settings to manage name, email and password information.
- Open My repair list to review status, history, public files and report PDFs.
- Use Quotes to approve or decline diagnostic or repair quotes.
- Use Payments to review payment requests, status and details.
- Use Shipments, Warranties and Support to continue return and after-service checks.
- Use User manual to reopen the latest service guide.
Approve or decline quotes
Quotes may be issued for diagnostic fees or repair fees.
- A quote that shows approve and decline buttons needs your decision.
- Approving a quote moves the case toward repair or payment guidance.
- Declining a quote may stop repair progress or move the case to return or follow-up consultation.
- Review amount, product model, work items and valid-until date before deciding.
Payment and bank transfer guidance
Approved bank transfer quotes show payment guidance on the payment detail screen.
- Check the payment number, case number and quote number.
- Confirm whether the payment is for diagnostic fee or repair fee.
- Payment details with bank transfer guidance show amount, bank account, due date and payment status.
- After the team confirms the deposit, payment status changes to deposit confirmed or paid.
Repair reports and warranty
When a report is published after repair and inspection, it appears on the repair detail screen.
- Signed-in customers open available reports from the repair detail screen in My repair list.
- Guests open available reports from verified status lookup.
- Reports may include customer-facing repair summaries, recommendations, review images and current warranty guidance.
- Warranty details appear with repair history when coverage and period are registered.
Contact support
Use Support or My Desk support for repair, quote, payment, shipment and warranty questions.
- Signed-in support inquiries are managed with your repair history.
- Guests can create inquiries after email verification.
- Including the case number helps the team check the repair history faster.
Frequently asked questions
What is the case number used for?
It is used for guest status lookup, support inquiries, quote checks and payment checks.
I lost the case number.
Check the submission screen, notification email or previous inquiry history first. If you cannot find it, prepare the intake email and product information before contacting support.
I did not receive the verification email.
Check the spam folder and the email address you entered, then request another code. If the email was entered incorrectly, contact support to confirm intake information.
When should I ship the product?
The address you should ship the product to is confirmed after diagnostic fee payment. The address entered during intake is the return address for receiving the product later.
Does repair start immediately after quote approval?
Some cases require payment or deposit confirmation before the next repair step starts.
The quote validity date has passed.
If you cannot decide from the quote screen or need confirmation, contact support to ask whether review or requote is available.
File upload is not working.
Check file type and size, then try again. If it keeps failing, submit the symptom details first and ask support how to send additional materials.
I cannot see the report.
The report may not be published yet, or the access may not be verified. Check again from repair detail or verified guest lookup.
I made a deposit but the status did not change.
Deposit confirmation is reflected after staff review. Provide the payment number and amount when asking support.