T- Mobile

Exchange orders from Apple should be referred back to Apple.

• TRUE

• FALSE

• File a Remedy Form

• Escalate to your Coach

When not to submit a handset research form

• Backordered devices (exchange/upgrade)

• A handset upgrade dispute when customers are not using the device or it was returned to our return center.

• Order cancellations

• Wrong equipment is received

EIP Balance transfers cannot be voided once the first installment has been billed to the new account.

• TRUE

• FALSE

PIN/Passcodes cannot be any of the following:

• Social Security number

• Billing account number

• Sequential (such as 3456789)

• a combination of 6-15 non-sequential numbers.

Seasonal suspensions

• Suspend periods can range from 1 to 90 days.

• Charges are prorated for lines suspended and restored within the same bill cycle

• Lines can be suspended indefinitely.

• Restore lines at any time by calling Care or on My T-Mobile.

For Military Suspension

There is no MRC, taxes, or suspend fees while suspended.

• FALSE

• TRUE

Which one is correct?

• Instant Credit device values are determined by their condition when they arrive at the vendor.

  Deferred Credit values are determined by their condition at the time of sale.

• Instant Credit device values are determined by their condition at the time of sale.

  Deferred Credit device values are determined by their condition when they arrive at the vendor.

• BOTH

Missing, damaged, and wrong warranty exchange orders

• DOC-416561

• DOC-422619

• DOC-416410

• DOC-433133

________ is a guided series of questions for device and accessory returns.

• Code It Right

• Return It Right

• Research It Right

What is ECA means?

• The amount currently financed on the BAN by the customer.

• The current amount available to the BAN for a new equipment purchase.

• The line of credit available on accounts.

• Method of payment where customers provide bank account and routing numbers to process online payments.