Phone Replacement

6 Questions

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Phone Replacement

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Questions and Answers
  • 1. 
    A customer on a Premium Belief Plan recently lost their phone. They want to suspend the line but wait to complete the Phone Replacement in case they find the phone. You:
    • A. 

      Complete the suspension and tell them to call back when they either find the phone or wish to complete a Phone Replacement.

    • B. 

      Start the Phone Replacement Eligibility Check first and select “Close and Take No Action” at the Device Selection screen. Then suspend the line and let them know they should contact us within the next 7 days if they do not find the phone and want to request a Phone Replacement

    • C. 

      Notify them they are not on a price plan that qualifies for Phone Replacement

    • D. 

      Complete the Phone Replacement anyway and let them know if they find the phone, they can return their replacement and be reimbursed for their $100 deductible

  • 2. 
    A customer requested a Phone Replacement yesterday and is now asking if we have any idea on when they will receive the phone.  You:
    • A. 

      Find the Direct Fulfillment Order # within Phone Replacement History and use the UPS Track by Reference page on the UPS website to find the tracking number for the customer

    • B. 

      Find the Direct Fulfillment Order # within Phone Replacement History and provide that number to the customer

    • C. 

      Let the customer know it should be soon, but we don’t have anymore information on the shipment

    • D. 

      Tell the customer to watch for a shipment confirmation email because that contains more information than even we know!

  • 3. 
    A customer received their Phone Replacement 10 days ago and they are having problems with the screen on their replacement HTC Desire going in and out.  You complete troubleshooting and:
    • A. 

      Tell them you can file another Phone Replacement for them, but it will be their second and they can only get three in a coverage period

    • B. 

      Send them to the store since it’s a DOA phone

    • C. 

      Let them know since it’s a Smartphone, you will transfer to DTS so they can do an Advance Exchange

    • D. 

      Record a Phone Replacement Exception in CARES in order for another replacement phone to be sent to the customer without impacting their three per coverage period limit.

  • 4. 
    • A. 

      Ask the customer to place an outbound call from their phone in order to begin their coverage. Remind them the call must be answered, ring for at least 60 seconds, or route to voicemail.

    • B. 

      Ask probing questions to determine if there are any problems with phones on their account. Note the account with any current issues and share that Phone Replacement is a benefit that covers a phone going forward. It does not provide coverage for a current phone issue.

    • C. 

      Explain program information, such as the limit of phones per coverage period and the $100 deductible for lost and stolen equipment.

    • D. 

      All of the above

  • 5. 
    After completing a Phone Replacement transaction, you receive an error message showing the request was denied.  You:
    • A. 

      Start over and complete the transaction again. Maybe it was a system glitch or you entered something incorrectly.

    • B. 

      Find out what the error message meant by using the Job Aid on Phone Replacement Transaction Response Messages.

    • C. 

      File a Remedy Ticket for Customer Resolutions Support

    • D. 

      Call Customer Relations to determine why the transaction was denied and what the customer’s other options might be

  • 6. 
    After troubleshooting with a customer on a Premium Belief Plan, they are still experiencing issues with their phone and need a replacement device.  They have already had one lost phone and two damaged devices over the last 18 months. You:
    • A. 

      Ask the customer if they have a used phone they’d like to activate or wish to send the phone in for repair

    • B. 

      Offer to check the customer’s Belief Reward points to see if they are eligible for an early equipment upgrade

    • C. 

      Tell the customer that although they are not eligible for Phone Replacement, they can use Device Insurance

    • D. 

      Both A and B