***ARTICLES***

1152336- NEW CLAIM CALL SCRIPTING TMO

23111- NON-RETURN FEE PROCESSES

27797- ID UPLOAD-CUSTOMER EXPERIENCE

27798- ID VERIFICATION ISSUE

			*advice cmr to send the account holder's driver's license on the website, front and back within the 4 corners of the frame w/o flash. It will updated after 24hrs w/o discrepancy, 3-5 business days if there's a discrepancy.

1224456- STATUS CALL SCRIPTING GUIDE

21983- STATUS CALL BASICS

22344- CLAIM ISSUES SCREEN TMO POSTPAID

			*billing verification- about their coverage that will take effect after 				 
				24hrs.

			*model verification-if they're not aware of the make,model,GB,color		 			of the device they're filing a claim for.

			*id verification issue- the account holders id need to be uploaded on the website.

601761- MISSING PACKAGE SENT TO CUSTOMER

			FEDEX (MTR-mobile triage)	 *the call will be transfer to the TL to file a template for investigation

			UPS 		*Submit the Tracer template and request a different, secure address to send the replacement and note the claim.

Set the expectations with the customer and inform of the 10-14 Business Day processing time frame for Trace.

Suggested Scripting:

"Please allow up to for the investigation to be completed. Upon approval, an additional replacement will be sent, and you will receive a confirmation email"

Customer Locates Package Previously Reported as Lost*

if the package was found within the 10-14days investigation agent need to submit another TRACER TEMPLATE to cancel the first tracer template that was created* Cancel Tracer Request. Resubmit the Tracer template

In the Reason for Tracer field, indicate to "cancel the tracer request that was previously submitted for the same claim and package" Note the claim that the customer called to report that the package was located, and a Tracer template was resubmitted to cancel the original Tracer.

Suggested Scripting: "I'm glad to hear that you located your shipment. Thank you for letting us know, and I will submit a request to cancel the investigation on the missing package. Enjoy your replacement."

601751 -MISSING PACKAGE RETURNED FROM CUSTOMER(damage device cx need to return to us)

Confirmed that Device was not recieved Always read notes in the claim. If the DCC has left a note advising that the package was received at the DCC without contents, we will need to advise the customer that the fees are valid.

Suggested Scripting:

"Mr. / Ms. Customer I am so sorry that you are having to go through this experience. Based on the information that you provided, that device was not received so the fees are valid."

Use the following links for more info:

See the Non-Return Fee Processes article for more info. Call DCC if you're unable to find information in claim notes or unable to find the device in the DCC. If not able to contact the DCC directly, send the DCC General Inquiry template.

Note If there is nothing proving that a device arrived at DCC, then we can provide the tracking information so the customer can reach out to the courier if necessary. We will not be able to file a tracer in their behalf.

955564- SERVICE AND REPAIR PROGRAM

			Warranty Timeframe

120 days. Customers should be referred to the store to pursue the repair warranty for any mechanical or certain physical* issues after a completed repair. If the store determines that the issue is not able to be repaired, they will refer customer to T-Mobile to pursue a warranty exchange. If customer is unable or refuses to go back to the repairer and is experiencing a mechanical issue, then they should be referred to T-Mobile for assistance with a warranty exchange. Remember we must always refer customer back to T-Mobile for MB scenarios.

955586- POST AUTHORIZATION REPAIR ISSUES TMO

Void the Repair Authorization

Void the Repair authorization first: If the Repair is Rejected – void the Repair using the Authorization Sent In Error void reason, then change the fulfillment option to Replacement on the Fulfillment screen. If the Repair authorization cannot be voided – it means the status is still open. Call the Escalation Queue so that a Team Lead can contact the repair facility to update the status of the repair. Team Leads can use the phone number listed on the Fulfillment screen for the repair location.

30072- BILLING ADDRESS VALIDATION DETAILED INSTRUCTIONS

28184- DEFECTIVE REPLACEMENT PROCESS

PROCESS *Send the customer a return shipping label.

-Advise the caller to return the defective replacement using the shipping label.

-Advise the caller to call back in 24-48 hours after shipping the defective unit so that we can confirm the package is in the courier’s possession, or in-transit, to have another replacement sent.

-Advise we will be shipping the replacement to the same shipping address and the address cannot be changed.

-Follow the normal escalation process if the customer insists on having the replacement shipped to another address

		*defect damage than can 
		*if the device is damage and they have a apple care transfer to APPLE

22071- PERFORMING A VOID AND REAUTHORIZATION

		*cmr called in to ask for a shipping label, agent can resend the shipping label BUT if the claimed device is under USPS and cmr want to change the shipping label refer to TL.