Level 1
This is a process where the customer sends their old device to AT&T in order to qualify for credits/promotions off the new device.
Trade in
Next up anytime
This is a process where the customer keeps their phone number but switches providers.
Porting
When does the BRE period begin for those who wish to return their devices?
The BRE period begins one day after the customer's device ships
If the customer has account-specific questions. What is the first thing we do before we access the account ?
Authentication
Mentioned 4 things we need from the customer before we process a trade in
How much is next up anytime?
$10
$350 Port in credits
How Many does is the BRE period and how much is the restocking fee?
14 days ($55 per device)
What if a customer calls in asking about an open escalation ticket? Do you need to authenticate
No - Unless the customer has account specific questions
How long does a customer have to process a Trade-in?
Customers are given 30 days following activations, with a 15 day grace period that will allow promo to begin on its own
Can we re-add the Next Up Anytime feature for the customer via OPUS if they remove it?
No, the customer can only re-add the feature via their myAT&T app. Customer has 30 days from the removal of the Next Up Anytime feature to re-add it to their account.
How much Costco Members get for getting a new number with AT&T (non-port)
$100 new line credits
When will the customer receive their tax refund?
The customer should receive their tax refund 15 business days of the Credit Issue date
What is the time-frame customers are given to add insurance if they didn't do it at point of sale
30 days
What should customers do before sending in their device for Trade-in?
Inform the customer they should activate their new device before sending in the Trade-in. They should also make sure to erase all data and turn off any activation locks.
If the customer qualifies for a Next Up Anytime Premium Trade-In offer, should I send them a trade-in label?
No, send the customer a Next Up Turn In Label
How much are activation fees and what retailer qualifies for waived activation fees.
$35 (Costco)
What if the customer has a credit balance after cancelling and wants to know how they can receive that money?
What is the system we use to check enrollment?
Opus system
What can I do if I get an IMEI Error: Linked to Next Up Turn-In for Trade-In?
You receive an IMEI error while attempting to process a trade-in because the customer's account is linked to next-up turn in promotion
- Create a return label (Turn in label)
What happens if the warehouse doesn't receive the device and it has been over 45 days?
What system do we use to check if the customer is Upgrade eligible ?
Opus
What if the customer already ported out and requested a label to return the device after the BRE period?
If they are past BRE, Inform the customer that they will be billed for any remaining installment balance(s) on the line(s).
How soon can the customer file an insurance claim after adding insurance
A customer can file a claim immediately after enrollment