REVIEW 2

Customer is shopping for an iPhone 15 and would like to take advantage of a $100 rebate. Can the customer take advantage of the promotion with the SOC CODE: MAGENTA8?

• True

• False

NON-RETURN FEES are the most common type of invalid handset research form. We can prevent this by doing the following except for 1:

• Validate the IMEI matches the device your customer is having trouble with.

• Set clear expectations about the return process including timelines and shipping instructions.

• Handset research forms can be filed to research non-return fees, promotions/missing trade-in credits, or insurance claims.

• Search status using the return tracking.

Customer was issued a balance impacting adjustment after the PA was set up, the balance owed is now less than the amount of the PA and needs to have it corrected. Which among the following is not true?

• Must be applied after the initial PA was set up.

• Must be for at least 50% of the past due balance that was secured in the original payment arrangement amount.

• Must be applied the same day as the PA deletion.

• Must be a temporary or charge level adjustment that will be reversed. (Temporary and charge-level adjustments applied and reversed for the purposes of deleting a payment arrangement are considered non-compliant.)

Customer requests to remove the FDP on a PA that was set up to restore the services. How should you proceed? Select all that applies:

• Offer to edit the payment method if the customer indicates that they want to keep the existing PA but update the FDP information.

• If the customer is unwilling or unable to provide a new payment method to secure the PA, advise the customer that the payment arrangement may remain in place, however services will only be restored once the full past due balance is paid.

• If the customer calls in requesting to restore service, tell them that the FDP can be set up later to restore the services.

• Tell the customer that removal of the FDP will cause the services to be re-suspended.

Which among the following SOC CODE is not eligible for $630 off with New Voice Line and Port-In promotion?

• FRLTUNL

• FRLTULF9

• FRLTULF2

• MPLSMLFM9

Customer called in because he received an incorrect device. Select all applicable steps to resolve the issue?

• New Activation and Add-A-Line returns and exchanges, must only be handled by Web and Telesales Support (WTS)

• Rebates and shipping costs are not refunded.

• If the order cannot be found in the system, do not refer the customer to the store to return. Ship additional devices back with Shipping label escalations: Coaches

• Undamaged equipment can be returned for any reason within the Return per

Customer was disputing because an existing line on her account has new line activation discount, but the customer was not enrolled in the current promotion on the correct line. Which among the steps is not applicable to resolve the issue?

• Advise customer that to be enrolled into the promotion under the new line activation, we will have to un-enroll them from the existing promotion

• Because it can take up to 24 hours for un-enrollment, set up a follow up to correct enrollment for the customer. Follow up should be set for 48-72 hours.

• Once un-enrollment is successful, customer will be enrolled automatically to the correct promotion under the new line activation.

• Follow up with the customer to confirm that they have been enrolled and for the customer experience.

Customer just received a new package. When she opened it, she discovered that the equipment is damaged (physical or liquid). How should we proceed in resolving this issue?

• Once the package is received, replace the defective device.

• Complete the return and select the correct return reason code; either Damaged Return Reason or Defective Return Reason.

• Advise the customer to return their device to a T-Mobile Retail store for the fastest resolution. If the customer declines and prefers to ship back, continue to the next step.

• Check tracking on the shipment to verify when the customer received it.

Once customers receive a replacement device, they are required to ship back the defective device within 7 days. If the device isn't received 45 days after the replacement was delivered, the customer is charged a non-return fee. Which is not true among the options?

• Non-return fees are not charged for battery only or charger only exchanges.

• If the device is received within 60 days of the date of the exchange order, a system-applied credit will be added.

• Advise the customer that The Return Center does have the ability to credit accounts for additional devices sent back in error.

• SMS notifications are sent when the replacement device is delivered. Another SMS is sent on day 46 when the Non-Return Fee is charged to the account.

To start the troubleshooting process, it is imperative to ask clarifying questions so you fully understand the issue. Ask specifics about the situation, duration, and location. Which among the following is a SITUATION type of question?

• For Dual SIM with eSIM devices, which line is having the problem?

• Do you see 3G, 4G, or LTE on your screen?

• Can you repeat the same steps and always get the same problem? Or is it sporadic?

• How many bars of signal do you have? Do the signal bars fluctuate?