DCC

Position DCC:

"The Device Connection Charge is a one-time charge for connecting a new device to the network when activating or upgrading with T-Mobile. When activating or upgrading with T-Mobile, we keep you seamlessly connected to what you love with free 2-day shipping, personalized setup, and support of your equipment or line of service, all at no extra cost."

Just a heads up, XXX! There will be a Device Connection Charge for this order which is $35 plus taxes. This is the only charge associated with adding this new line and it will be due once the order is ready to be shipped. The good thing about this is I can make sure that the order is secured and successful.

Customer wants to know what is Device Connection Charge:

= Explaining what is DCC (phone comes with an eSIM only): The charge is a one-time charge for connecting a new device to the network when activating a new line or upgrading to a new phone. This charge also includes free 2-day shipping, making you get this phone faster, along with personalized recommendations from us. This charge also makes sure you have everything you need to take any next steps like transferring your phone data, submitting for promotions, or processing your trade-in.

= Explaining what is DCC (phone comes with a physical SIM): The charge is a one-time charge for connecting a new device to the network when activating a new line or upgrading to a new phone. This charge also includes free 2-day shipping, a physical SIM, along with personalized recommendations from us. This charge also makes sure you have everything you need to take any next steps like transferring your phone data, submitting for promotions, or processing your trade-in.

Customer wants to know if we can waive DCC:

= Informing your customer that we can't waive DCC: The $35 charge is applied to each device activation or upgrade. We can't waive this fee, but I can tell you how to avoid this fee moving forward!

Explaining how DCC can be avoided: If you purchase your new device on our monthly payment plan and add P360, you get an exclusive upgrade benefit, JUMP! along with all the other great device protection benefits and unlimited screen protector replacement. With JUMP! once you’ve paid 50% of the device cost you are eligible to upgrade to a new device and your Device Connection Charge will be waived as part of the JUMP! upgrade.

= Explaining the benefits of DCC if the customer triggers to cancel: I am sorry that you feel this way. But charges related to device activation or connection are common across the wireless industry. At T-Mobile, we pride ourselves on having the best 5G network, the most competitive rate plan pricing in the industry, the best purchase experience in wireless, and the best customer service team in wireless. This $35 fee is not just for connecting your new phone to our network, but it also comes with free 2-day shipping, which previously you have to pay for separate. This charge also covers the SIM that comes with your phone, and you have me to make sure everything is in place for your order!

Customer wants to know why we are charging purchases through the app or website:

= Explain when and why we charge for web or app purchases: This is a change that went into effect on November 15th to simplify activation and upgrade one-time charges, which were previously applied differently across channels and devices, to deliver a more consistent and straightforward customer experience in-store, online, over the phone, and via chat.

= Explain the benefits of DCC: However, I do want to let you know that this charge is not just for connecting your new phones to our network, but it also includes free 2-day shipping which was previously not included. You can avoid this fee moving forward by adding P360 with your purchase. Not only will this fee get waived for future purchases, but you also get the benefit of JUMP! and device protection!

= Move the conversation forward: I’m sorry you were caught off guard by it during your online order; would you like me to help you complete your order online or would you prefer I process it for you?

This charge also includes free 2-day shipping, making you get this phone faster, along with personalized recommendations from us. This charge also makes sure you have everything you need to take any next steps like transferring your phone data, submitting for promotions, or processing your trade-in.

The $35 charge is applied to each device activation or upgrade. We can't waive this fee, but I can tell you how to avoid this fee moving forward!

At T-Mobile, we pride ourselves on having the best 5G network, the most competitive rate plan pricing in the industry, the best purchase experience in wireless, and the best customer service team in wireless