SCENARIO

Once the cu already contacted apple for MHC

• since u already contacted apple we are the one who will working on these and we'll just going to remove apple care so that we can further assist you .

action: tl need to waive issue then proceed with claim equipment screen and go back with the manual processing of new claim

I will be needing to xfer the call to customer care representative to process warranty exchange

FMIP ENABLE

• Alright! I see that you currently have the Find My iPhone feature enabled on the setting of your phone. Before we move any further into your claim, we need you to disable that feature. Are you familiar with how to do that?"
• Nothing to worry about that if that is the case you can still disabled your find my iphone feature once you received the replacement device Alright?

NON RTN FEE

• In order to avoid being charged non-return fees, please return the claimed device as soon as possible. I will send you a prepaid shipping label.”
• Once you return the device and its already scan to our warehouse and it will be automatically waive/remove on your acc for 1-2 billing cycle
• How they rtn bck the device - hand it over to post office representative DONT EVER DROP THE PCKGE TO ANY DROP BOX.
• Already sent back the damage device and charged for NRF upon checking here the pckge is still in transit so what im going to do is to submit a tracer to have an investigation about the device u've rtn to know asweel what's going on and this investigation will take 10-14bdys

And for the nrf charge once the rtn device was already received by us and it is completed the nrf charge will remove on your acc within 1-2billing cycle

RECEIVED THE REP DEV THAT WAS DEFECTIVE/DAMAGE

• I'm so sorry about the rep device that u received but you can still rtn it back to us and once the defective/device is in transit we can issued another rep phone for you alright?

we can issued another replacement phone within 7days from the date they received the replacement if it is passed 7days file new claim for PHYSICAL DAMAGE FOR MBREAKDOWN refer carrier

if cmr said yes : Alright if that is the case I will send u a rtn shipping label for u to rtn back the defective device and once you received it and already rtn the defective device just give us a call back in 24-48hrs so that we can confirm the package is in the courier’s possession, or in-transit, to have another replacement sent.

and to inform you that we will be shipping the replacement to the same shipping address and the address cannot be changed

CMR ASKING WHEN THEY WILL RECEIVE THE REP DEV?

the pckge will be shipped out today before 7pm et bc the claim was being auth yesterday the tracking number and the information regarding to ur rep device will be sent on your email once the pckge will be shipped out

LOST PHONE ALREADY RECOVER/DIDNT RECEIVE THE REP DEV/REIMBURSMENT

• It's a good thing that you already recover or found your phone so what I'm going to do is to cancel the claim that you've process for the lost device And process the reimbursement alright

ACTION:

• void the shipping rep device just go to auth screen then find tracking then select void

• verify the shipping add

• go to reimbursement filled and adv cmr that the reimbursement will take 10bdays to reflect automatically on your card.

• if it is existing claim dont offer ez pass

• if it is existing ivr claim confirm the date of lost

• if it is existing new claim confirm the date reported