Goby Care

A customer calls to ask "where's my repair at?" — and you go digging through a notebook?

It's a familiar scene at many warranty centers and repair shops. Tickets live in a notebook, status is scattered across chat messages, and parts and costs are bundled into a few spreadsheets. Every time a customer asks, someone has to stop and go look it up.

Goby Care pulls it all into one place: software for running a warranty and repair operation, following each job from the moment a customer drops a device off to the moment it's handed back.

It fits brand warranty centers, repair chains and independent shops — phones, appliances, devices — anywhere that takes items in, fixes them, and returns them to customers.

Customers track it themselves, so your phone rings less

Goby Care gives customers a public portal, no account required:

• Submit a warranty request. Customers enter their details and describe the fault right on the web, no login needed.
• Track status by ticket code. They see exactly which step the device is at without calling in.
• Get email updates. And unsubscribe whenever they want.

Every "where's my ticket at?" a customer can answer for themselves is one less interruption for your team.

The whole repair process in one place

Behind the scenes, your team works through a clear flow:

• From request to service ticket. Take in the customer's request, accept or decline it, then turn it into a service ticket to start the repair.
• Template-based tasks. Each ticket runs through predefined steps and ends in one of three outcomes: repaired, warranty replacement, or unrepairable.
• Parts and serial inventory. Manage multiple warehouses, move stock in, out and between them, and track each serial across its lifecycle.
• RMA and handover. Batch faulty parts back to suppliers, and confirm handover to the customer with a signature.

Know your costs and revenue

Because everything flows through tickets, the numbers add up on their own. The dashboard shows work progress, repair revenue and costs, and a log of emails sent — enough to know how the center is running without tallying spreadsheets by hand.

Four roles — Admin, Manager, Technician and Reception — mean each person sees only their part of the work. Important changes are logged so you can trace them when you need to.

Open source, infrastructure on your terms

Goby Care is MIT-licensed and runs entirely on your own infrastructure. All your customer data, repair tickets and inventory stay inside your systems and go nowhere else. No license fees, no per-seat charges, and nothing to lock you in.

How free is Goby Care, exactly?

Short answer: the licence is free, the work is not. MIT means no licence fee, no per-seat pricing, and no cap on tickets or technicians — use it as long as you like. What you pay for is people: a one-off setup and configuration to match how your service centre actually runs, and day-rate development for anything you want added. The servers are yours, so the hosting cost is yours too — and so is the data.

The source is opening progressively, so for now the build is handed over by Tetra rather than downloaded from a public link. Write to contact@tetra.vn if you want to try it.

Which service centres and repair shops it fits

Goby Care is not tied to one product category. If the work looks like take a device in, fix it, hand it back, the software fits:

• Brand-authorised warranty centres. Many brands and models, plus faulty parts to return upstream through an RMA process.
• Phone and laptop retail chains. Several branches taking devices in, one place tracking progress and parts stock.
• Computer, printer and office-equipment shops. Small teams, where every "is it ready yet" call the customer answers themselves is an interruption avoided.
• Appliance and white-goods service. On-site or workshop repairs, with serial tracking to know what is still under warranty.
• Specialised equipment — medical, metrology, light industrial. Long service life, where repair history has to be searchable years later.

Getting started

Goby Care is self-hosted. Tetra installs and configures it to match how your center actually works, then stays on hand as you need more. Installation is a one-time fee; further development is billed by the day. Reach us at contact@tetra.vn to get the install and a quote.