MSG PST Week 5 Refresher

TRUE or FALSE:

In upgrading into a 5G device, it is important to remind our customers that they can use their Legacy SIM cards over our 5G network.

• TRUE

• FALSE

How much is the Upgrade Support Fee?

JM just recently purchased an LG Aristo 5. What would be the tier the device would be under, suppose that she also added Protection 360?

• Tier 1

• Tier 2

• Tier 3

• Tier 4

• Tier 5

MC recently purchased an Android phone last September 14th on the nearest T-Mobile store. She then saw the recent iPhone commercial and wants to get that instead. Until when can she return the phone thru Buyer's Remorse?

• September 27

• September 28

• October 3

• October 4

What tool should you use to see if the customer received their SIM OTA update?

• Samson

• Grand Central

• ATLAS

• C2

What are the end-of-lease options customers have when it comes to JUMP on Demand?

• Turn-in the device and end the lease.

• Trade-in and renew the leasing program thru upgrade.

• Pay off lump sum of the device thru POP

• Pay off thru 10 installments with POIP

• Return device thru Buyer's Remorse.

The first step in any troubleshooting conversation is to make sure that the issue falls under which of the following categories for root causes?

• Signal

• Device

• Coverage Device

• Network

• Account

True or False:

Customers have the option to get a device replacement for warranty exchange delivered to their address, regardless of their distance to a T-Mobile store.

• True

• False

Karen currently has an iPhone XS Max under Protection 360. For $29.00, she can file for a screen repair up to __ claims during the eligibility period.

• 2

• 1

• 4

• 3

What is the URL of the website customers can use to file a claim online?