Metro Calls - Assessment

If the Account Suspended issue appears what should you do next?

• Confirms if the customer’s account is currently in a suspended status through Edge 

• Advise customer to contact Metro and bring their account up to date if applicable

• Proceed with claim if the account is Active or Suspended.  

• All the Above

Which validation option(s) are available in ePrism prior to assisting a customer with an enrollment claim for Metro by T-Mobile? 

• PIN

• AVC email

• AVC mobile number

• All of the above

Upon authorization, what is the shipping time frame for Metro by T-Mobile?

• Next business day delivery for all authorizations prior to 8:30 PM ET

• Next business day delivery for all authorizations prior to 8:30 PM ET; Saturday delivery option for an additional $30

• Next day delivery for all authorizations prior to 8:30 PM ET; except for authorizations from Friday 8:30 PM through Sunday will be delivered on Tuesday

• None of the above

What states are impacted by the Ineligible State issue?

• CA and OR

• WI and NY

• AZ and HI

• AK and HI

Which of the following steps applies to T-Mobile and Metro by T-Mobile? 

• When applicable, offer in-store repair fulfillment

• For PD claims on iPhones, check the FMiP status and instruct the customer to disable from FMiP, if needed

• Follow the Mobile Lookup Tool process, if the customer requests to have the replacement shipped to an alternate address from the billing address

• Saturday delivery available for a $35 service fee

Which claim issue does not apply to Metro by T-Mobile?

• Customer PIN Validation

• Non-Payment tax issue

• Account Suspended

• Model Verification  

What is not a feature of the Metro by T-Mobile website (mymetroclaim.com)?

• Track shipments

• File future claims

• Upload documentation

• Expedite the refund process

What is the claim limit for Metro by T-Mobile? 

• There is no claim limit

• 2 claims in a 12-month period 

• 3 claims in a 12-month period

• Either A or B, depending on enrolled product

What is the enrollment time frame for Metro customers to enroll in the coverage program?

• 30 Days

• Must be bought on the day of purchase of device

• Anytime

• 7 days from purchase

If unable to validate an enrollment account using passcode or AVC, what system do you use to validate the customer? 

• Edge

• TOPS

• HO

• Agent Desktop