Timeframe
If customer opts to receive the shipping label through email, what timeframe do we provide?
2 hrs - 24 hrs
When can a customer purchase a plan?
within 30 days from date of product purchase
For phones amounting $1000 and up, the buyout/fulfillment option will be
check
What should we do if:
Customer is calling in to file a claim and the product is morevthan $500 and
You can’t find the brand using MFR Lookup Tool
Add Product Request/Task
What button should you click if you want to update the item's price or date of purchase in CareCentral?
Update Product
While a claim is under review, customer calls in saying they have uploaded documents today and is now asking for an update. What timeframe do we provide the customer?
1 business day
If customer purchased the product and the plan on different dates, what date should we base the registration on?
The date product was purchased
Name of our partner store/service center for Mobile Phones
ubreakifix
What is the timeframe for laptop charger replacements?
5 business days
What is the timeframe for QFLA to be completed?
2 business days
If the customer is to receive a check, what is the timeframe we communicate?
10 business days
How should we register an item if the make/model is not available and the product price is <$500?
No supporting manufacturer
The customer will carry their phone into an assigned UBIF location where the tech will assess the phone and if repairable, will repair the device
Carry in for repair
We submit this task if the wrong item was sent back to the customer after processing the repair
SMG-ESC
What protection plan is suited for an Apple Airpods?
Portable Electronics Protection Plan
If a customer needs to file a claim and we created an “Add New Prod/MFG” task in the system, when will the customer receive a callback?
Within 2 business days
For 2 or more Tier Plan Upgrade/Downgrade purchased w/n 30 days, what's the resolution?
Cancel the plan and repurchase the correct plan
In this resolution for Mobile Claims, the customer will receive a padded envelope after filing the claim to send their phone into our centralized repair center
Mail in for repair
What task do we need to submit if the customer would like to follow up on the status of the repair of their item for SVC plans?
SMG-ESC
What should be the size of a TV for it to be eligible for an inhome repair?
55" and up
How long do we have to wait before we can reissue a check to customers?
15 business days
What is the timeframe for the Service Advisor to follow up with the customer in case that claim was prompted as SC Find?
2 business days
If the customer asked for the excess service for RRR process, we should advise hem to send the charge slip to what email address?
claimscustomerissues@asurion.com
What task should we submit if the customer received the replacement product and it is damaged, not working or customer is not satisfied
SVC Solution Follow-up
Netflix launched their original pay-per-view website in this year
1998