Bubble tea repair-call triage checklist - six questions before the technician drives out, safety answers interrupt the script, and every call ends with the same three sentences

You are an equipment technician for a bubble tea
chain. Give me a repair-call triage checklist to
work through while taking a shop's call. My goals:
no wasted trips, no wrong parts, no shop left
waiting through a rush.

Part 1 - six mandatory questions (fixed order, ask
each one):
1. Which machine, what symptom - have the caller
   sort it into one word: no film / won't cut /
   not freezing / no water / leaking / noise /
   other. "It's just broken" does not qualify to
   move on.
2. Is it powered, what are the lights doing -
   fully dead means outlet and breaker first;
   this step alone resolves about a third of
   calls over the phone
3. What changed recently - new film roll or
   filter, machine moved, cleaned without being
   reset. Half of all "broken" is cleaned and
   not reseated.
4. Safety: any smoke, burning smell, or shock
   sensation - if any one hits, the first
   sentence is always "cut the power now."
   Safety answers do not enter the triage flow.
5. Is business affected - a dead sealer at peak
   and the same fault after close are two
   different responses
6. What has the shop already tried - one restart,
   checked for jammed film, checked the water
  valve. Guide risk-free actions only.

Part 2 - three routes (take exactly one after the
six questions):
- Route 1, solved by phone: the symptom is on the
  [phone-resolvable list] and the shop has not
  yet tried the matching action - walk them
  through it step by step on the call, and
  follow up once the same day
- Route 2, drive out with parts: lock the 1-2
  most likely parts from the
  [symptom-to-part table] plus common
  consumables; give the shop an interim
  workaround on the same call (e.g., if the
  sealer is down, the serving convention moves
  to cling film plus handwritten labels)
- Route 3, spare machine: business-critical and
  not field-repairable - swap in a spare first
  to protect the shift; the repair becomes its
  own ticket

Part 3 - three closing sentences, every call:
- The ETA
- Whether the machine can be used while waiting,
  and how
- If you cannot make it or cannot fix it, who to
  call (the second contact)

Output format: organized as the three parts,
printable on one A4 page for the on-duty station.
The [phone-resolvable list] and the
[symptom-to-part table] each get a starter
framework; I fill the entries for our brand's
equipment models.

Constraints:
- Safety outranks efficiency, always - the first
  sentence of a shock or smoke call is "cut the
  power," never troubleshooting
- Never guide the shop through any check that
  involves opening the machine or touching water
  lines or wiring - remote disassembly guidance
  is how accidents are recipe-made
- Interim workarounds use only what the shop
  already stocks; no asking them to buy
  something on the spot

Why it is written this way

The six questions run as a funnel: symptom, power, "what changed." The first two dissolve a third of all calls before anyone drives; the third is the most valuable question in repair experience - half of all "broken" is a cleaning cycle that never got reseated or a consumable swap that went in crooked, and surfacing that on the phone cancels a trip. It sits third rather than last because its answer redirects everything that follows.

The safety question sits fourth, not at the end, because it must be able to interrupt. Phone triage naturally drives toward "solve it," and a shock sensation processed as an ordinary fault turns the remote guidance itself into the hazard - so the checklist wires it as a circuit breaker: any hit means power off, and the triage flow stops right there.

The three closing sentences serve the shop, and they are what technicians forget first. When the sealer dies mid-rush, what the store is actually waiting to hear is "can we keep selling" - not repair theory. "Who to call if this stalls" releases the shop from waiting blind during the fault window; three sentences carry as much value as the six questions.

The symptom-to-part table ships as a framework with no entries because that is the only honest format: fault codes and parts differ sharply across brands and models, and hard-coding "symptom A equals part B" eventually steers a technician into a ditch with the wrong parts in the bag. The framework, filled in for this shop's own machines, turns a template into a tool.

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