Service & Repair Transaction Types

Transcription

1 This document will introduce and breakdown the different types of transactions that are able to be performed in S&R. It is important to remember that transactions cannot be proactively solicited from customers. They must come to us first with an issue or problem they are having with their device before we can start the transaction process. Transaction Types and Service Levels Most of the types of transactions can be broken down by service levels, Basic, Standard, and Advanced, which are based off of Sprint compensation. Sprint compensates each service level transaction as follows: Basic - $12.50, Standard - $20, and Advanced - $36. The one exception is when the customer has to pay the Service Fee for any of the Service Levels, Sprint compensates $0. Compensation is based off of the resolution selected in eticket. Below is a list of the types of transactions we are able to perform and their Service Levels. 1. Quick Fixes 2. Advanced Exchanges 3. Repairs a. Basic b. Standard c. Advanced 4. Triages a. Basic b. Standard 5. Multiple Transactions, same PTN, within 30 days 6. Transactions created same day as Upgrade Types of Transactions Quick Fixes: A Quick Fix is a type of transaction that Sprint does not consider billable and will not generate a NASC Voucher. These are transactions that are fairly quick and simple type fixes where the customer does not have to spend a lot of time in the store and can be performed by any store employee. There are 6 types of Quick Fixes and are as follows: Phonebook Swaps/Content Management this is when a customer is requesting content management services including swapping devices and/or transferring any content. This cannot be used with any other type of resolution. Device Education anytime Ready Now services are performed outside the initial 14 days or if the customer requests general How-to on their device. Cleaning this is when the customer requests general cleaning of the device or if fixing device requires cleaning. Soft Reset this is when pulling the battery or power cycling the device resolves the issue. PRL Update anytime when just updating the PRL resolves the device s issue. Customer Upgraded this is selected anytime a customer comes to you with an issue and chooses to upgrade their device instead of getting it serviced. Quick Fixes as standalone transactions are not billable, but when used in conjunction with other triages or repairs they can be turned into billable transactions, with the exception of Phonebook Swaps/Content Management. For example running the GSX tool on a qualified device after a Quick Fix to ensure the device is working properly would be considered a Triage, with the resolution being GSX use. Please refer to Sprint s Polices & Procedures for Triages Resolution Vouchers in iconnect for more details. Rev Page 1

2 Advanced Exchanges: An Advance Exchange is when a new or refurbished device is ordered from the Sprint Depot. Advanced Exchanges are to be performed only if we are unable to repair the phone in the store. They should be done only after all other options have been exhausted. All phones received from the Sprint Depot or the customer must be placed into inventory when received. Ordering an Advanced Exchange - The replacement phone is usually delivered between 2 and 3 business days. Our commitment to the customer is that they will have their replacement within 3 to 5 business days. If the replacement phone is not received in your Service Center by the 3 rd business day, then you are to escalate to AE On-Process to find out if the phone has been shipped. If the phone has not been received by the 4 th business day then you are to escalate to your Regional Operations Manager to find another solution. The customer must be notified on the 4 th business day of the status of their replacement. Sometimes we will have a refurbished Device in our inventory that is the same as the customer s phone. It is OK to swap a customer into one of these devices after you order an Advanced Exchange for a customer. This allows the customer to not have to return when the replacement device arrives. You will inventory and keep the defective device until the replacement arrives. Then process the phone as normal. It is important to note that we always want to offer the same color and model as the customer s original phone. In some instances, when ordering an AE, the WEL list will open up, due to the customer having multiple exchanges, giving you an opportunity to order a different color and/or model. Management approval is required in these instances. Please refer to Sprint s Policies & Procedures for AE Transaction in iconnect for more details. In Warranty Battery Replacement - In Warranty Battery Replacements are processed just as an Advanced Exchange, with the following exception; batteries are only eligible for replacement while the device is still within its initial 1 year manufacturer warranty. Please refer to Sprint s Policies & Procedures for Creation of Battery Only Orders in iconnect for more details. Repairs: Repairs are when you repair a customer s device by one of the following methods. Repairs bring us the highest revenue from Sprint, and generally bring us a higher Customer Satisfaction or CSAT score. Repair using a Replacement Part these are Repairs made with a replacement part from the Service Center inventory. All parts that we use are referred to as New or Replenished Parts and will be selected in eticket. All parts will need to run out of RQ4. Some parts will require escalation in eticket and the amount that you ask for will be determined by the price of the part when it is rung out of RQ4 and the amount that Sprint pays us for the labor, which is determined by the customer s coverage. Repair by Part Harvesting - Part Harvesting is when you use a part from an Advanced Exchange Return device that is in the AE Tracking station. When a part is harvested from a device, the defective part that it is replacing MUST be reassembled back into the device being returned to the AE Warehouse and you will need to record the ESN of the phone you harvested from in eticket. These and other polices must be followed when Part Harvesting. Please refer to Sprint s Policies & Procedures for Part Harvesting in iconnect for more details. Repair by Reseating - this is where you are able to repair a device s hardware problem without using any actual parts. This could be done by making sure that the all parts are correctly attached to the phone s mother board or when the Rework station is used. Rev Page 2

3 Repairs using specific Accessories this repair are mandated by Sprint and can change at any time. These types of repairs include In-Store Battery Replacements or UICC/C-SIM Card Replacements. Please refer to Sprint s Policies & Procedures for Performing an In-Store Repair in iconnect for more details. Triage: The ASC Triage Resolution Voucher is to be used when there is not a part involved in resolving a software issue with a device or Aircard. Resolutions must only be selected in eticket when used as a tool for resolving a customer issue or to record how the customer issue was resolved. If a part is used, that part will drive compensation and you will not bill as a triage. As stated previously Quick Fixes as standalone transactions are not billable, but when used in conjunction with Triages they can be turned into billable transactions, with the exception of Phonebook Swaps/Content Management. For example running the GSX tool on a qualified device after a Quick Fix to ensure the device is working properly or using Service Trender when performing a PRL update would be considered a Triage, with the resolution being GSX or Service Trender use. Triage Resolutions must not be selected for proactive repairs per the ASC Addendum. Example of a proactive repair would include updating a customer's PRL when their original reason for visit was not a phone related issue (i.e. content management, accessory sale, etc.). Triage Resolution Vouchers must be completed in the Back Office and proper notes must be included. Below is a list of types of Triages. Cadex Tester (Basic Triage) - this resolution is when you have used complaint codes that are battery related and tested the battery on the Cadex. o In Warranty: If the Tester reveals the battery has an issue on an in warranty unit, an exchange of the battery should be performed in eticket. If no issue is found a Slate Test must be run when possible. Only Cadex Tester and Slate Test maybe selected as Triage Resolutions in these cases, unless other issues exist. o Out of Warranty: If the Tester reveals the battery has an issue, the customer should be sold a replacement battery or upgrade their device. If no issue is found, a Slate Test must be run when possible. Only Cadex Tester and Slate Test maybe selected as Triage Resolutions in these cases, unless other issues exist. Submitted Asurion Claims (Basic Triage) - when the Submitted Asurion Claim is selected in eticket, it must also be accompanied by an on-line claim via the Asurion website. See the Asurion Online Claims Process M&P for details on completing an online claim. Submitted Asurion Claim must only be used when the device has Level 3 Damage. Any other reason for directing the customer to Asurion and creating a Submitted Asurion Claim triage resolution voucher is considered non-compliant with the approved process and will be zeroed out. No other resolutions maybe selected when selecting Submitted to Asurion Claim. We still perform the web claim for the customer and inform them that when they receive their device from Asurion that they can bring it into the store and you will be happy to activate the device for them. Application Issue Resolved (Standard Triage) this is when an Application (App) or Operating System (OS) parameter is accusing an issue with the device. The eticket notes must include the name of App or OS parameter that was causing the issue. (System parameter generally includes the adjustment of any setting that resolves the customer issue) Device KI/CE Forums (Standard Triage) when the resolution is found in the Device Known Issues website or CE Forums. You are required to enter the post date of the known issue or thread name for CE Discussion Forums. Device Hard Reset (Standard Triage) - is defined as bringing the phone back to original factory settings. GSX Tool (Standard Triage) - is to be used for all iphone transactions, with the exception of content management transactions. Rev Page 3

4 Provisioning/Data Issue Resolved (Standard Triage) - includes resolving any service related issue such as not receiving phone calls, texts, s, etc., including contacting NSS/eChat Support to resolve data service issues or other service issues. If Service Trender is the provided resolution path, selection of Provisioning/Data Issue Resolved is not required. Service Trender (Standard Triage) is required to be run and must only be selected when the customer issue is related to a call quality issue per the selected complaint codes, unless other issues exist. Software Upgrade (Standard Triage) - This only to be used when the device has an old software version and they are having issues with their device. You cannot proactively search for Software Upgrades. The customer must bring an issue to you. You will want to record the old Software Version in the notes. Please refer to Sprint s Polices & Procedures for Triages Resolution Vouchers in iconnect for more details. Multiple Transactions, same PTN, within 30 days: These are transactions that occur on the same PTN within 30 days of a previous AE, Repair or Triage. Compensation is different from the initial transaction and will be based on whether it is a 2 nd in 30 or 30 Day Bounce. The customer will never be required to pay any additional charges for these types of transactions that are performed within 30 days. 30 Day Bounce this is when we process an AE for device A and the replacement device B is received defective or if the customer returns with a defective device B within 30 days. Device B can have a Triage, Repair or AE processed without any additional charges to the customer and Sprint will compensate based on the transaction type process for device B. 2 nd in 30 this is when we Triage or Repair device A and the customer returns for a 2 nd transaction, Triage, Repair or AE, within 30 days with the same or additional issues with device A. Sprint will only compensate one transaction per 30 days per PTN. o If during the 2 nd transaction a Triage or Repair is performed on device A, compensation for the higher service level transaction will override any compensation for transactions within that 30 day time frame. In this instance NASC may generate a negative or positive amount to bring payment up or down to that level of compensation. o If during the 2 nd transaction an AE is performed on device A, compensation for the AE transaction will override any compensation for Repair or Triages performed within the 30 day timeframe. In this instance NASC will generate a negative amount to bring payment down to the AE compensation. Please refer to Sprint s Polices & Procedures for AE Transactions in iconnect for more details. Transactions created same day as Upgrade: There are circumstances where a customer, after weighing all their options, decides they want to upgrade their device during a service transaction. This of course is exactly what we want the customer to do, as this is by far their best option if it is available. Depending on the issue with the device and what type of transaction type is going to be chosen, we are able to proceed with servicing the device as usual with a few exceptions described below: Triage - All triage transactions created the same day as a device upgrade must be closed as a Quick Fix ticket using the Customer Upgraded reason code, prior to the start of the upgrade process. o RQ4: Select Customer Upgraded option under Quick Fix only o Exception: Submitted Asurion Claims should be closed following the standard Submitted to Asurion Claim process, prior to the start of the Upgrade Process. Repair Repair transactions created the same day as a device upgrade must be closed prior to the start of the upgrade process. Rev Page 4

5 o RQ4: RUN Repair invoice as usual and add TEK SKU, TEKUP (S&R Trans Customer Upgraded), to the Repair Invoice Advance Exchange - AE transactions created the same day as a device upgrade must be approved and ordered prior to the start of the upgrade process. o RQ4: RUN AE invoice as usual and add TEK SKU, TEKUP (S&R Trans Customer Upgraded), to the AE Invoice Rev Page 5