TKT-20260421-00123

Assigned to Technician

personAssigned: Marcus Rivera (Sr. Tech)linkPublic Tracking URLcalendar_todayOpened: Apr 21, 2026 09:12 AM

Customer Info

Full Name

Sarah Jenkins

Phone

+1 (555) 012-3456

s.jenkins@example.com

Member Since

March 2024 VIP Member

Device Details

Device Model

MacBook Pro 16" (M2 Max)

Reported Problem

Intermittent screen flicker occurring every 20–30 minutes, most noticeable during heavy GPU workloads. Customer reports the display sometimes goes black for 2–3 seconds before recovering.

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Billable Items

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Est. unit price: —Subtotal: —

Type	Description	Qty	Cost
Service	Display Diagnostic & Assessment	1	$45.00
Service	GPU Thermal Paste Replacement	1	$35.00
Part	Thermal Paste (Arctic Silver 5)	2	$12.50
Part	Display Flex Cable (MacBook Pro 16")	1	$80.00
Estimated Total			$172.50

Technician Investigation Notes

Updated Apr 22, 2026 11:30 AM

Initial diagnostic confirmed intermittent screen flickering issue. Ran Apple Diagnostics — no hardware errors flagged. Stress-tested GPU with Cinebench R23; flicker reproduced at 94°C. Suspect thermal throttling causing display signal instability. Reapplied thermal paste on CPU/GPU; temps dropped to 81°C under load. Display flex cable also shows micro-fracture near hinge — will replace. Customer approved additional parts cost via SMS at 10:45 AM.

Management Actions

Current Status

Assigned to Tech

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Transition Notes

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Activity Log

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Parts Ordered

Apr 22, 2026 10:30 AM

Display Flex Cable ordered from supplier.

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Assigned to Marcus Rivera

Apr 21, 2026 02:15 PM

Email Sent to Customer

Apr 21, 2026 09:20 AM

Intake confirmation email dispatched.

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Ticket Created

Apr 21, 2026 09:12 AM