Product Knowledge II

Connect isn't working on the Windows desktop app, according to reports. Despite being on the same network, no devices display in the Device Picker. Connect, on the other hand, works perfectly on the web player. What should be the next step?

• Tag the case with CS-36223.

• Gather and submit the case details to a form.

• Tag the conversation using the Jira widget with CS-36223.

• Respond with [Live Issue: Investigating]

• Do a clean reinstall

Customer is on free Premium for one month and would like to add an additional Premium time by adding Redbox's offer. Apparently, they're not a Redbox customer. What should we do?

• They can take advantage of the offer even if they're not a non-Redbox customer

• We can't offer this to the customer as they need to be customer of Redbox first.

• We can offer to add Premium time instead since they're still in Trial with us. They never experienced Premium before.

• We shouldn't offer this to the customer whether they're a Redbox or a non-Redbox customer.

• Since this is a Redbox offer, we should direct them to Redbox.

The customer said they signed up using their phone number on the desktop app. Now they can't log in to their app on the phone.

• Ask the user to reset their password

• Ask the user to log in on the web version

• Ask to wait for a 4-pin code

• The user can now go back to the privacy settings page and click 'Request' in order to initiate the process.

• When entering the number, they should log in with "+" at the beginning

A 16-year-old student from California is requesting a refund after getting charged higher than usual. Turns out their discount's already expired.

• Refund them for how much they're asking

• Offer Premium time

• Refund everything

• Assist the customer on how to reinstate their discount

• Advise to create a new account and send them over to: spotify.com/student

A Mexican Spotify Premium user is requesting for a transaction record. What should you do first?

• Confirm the language for their request.

• Confirm username/email address of the account associated with the payment

• Request for a screenshot showing the IVA

• Escalate to T2

• Escalate to GS2