Systems to use for WH Returns/Equip Research
This is where you go in the customer's account to to determine equipment status according to CSG.
What is Customer Equipment?
These are the location codes to use when removing a device from the account.
*HINT* Charter/TWC
What is .....?
Charter - 3456
TWC - 9580
This area(s) in CSG is where you can determine if the customer dropped off or received equipment at a Spectrum store.
What is Tracking/Interactions?
What is Memos?
This step must occur if a customer returns a receiver or wifi router to remove the charges off the bill.
What is Change of Service?
These are the places to find out if an event is a declared disaster.
What is Copilot: Declared Disaster Landing page and news/government pages showing event as a declared disaster or state of emergency?
This system is used to determine if a customer's equipment is currently receiving signal.
Scope - Agent OS
These are the 4 placeholder codes to use as last resort when unable to disable device to remove it.
What is....
P6 - Video
P7 - Modem
P8 - Router
P9 - Phone
These are two types of proof a customer can submit to prove they returned the equipment
What is a UPS receipt and Store Receipt?
This is the status we mark the unreturned device on the equipment screen when the customer admits they lost the device and pays for it.
What is Purchased status?
This is who is responsible for equipment damaged during a declared disaster.
Who is Spectrum?
This is where you would confirm how the device was received to our warehouse (UPS, Store rep, Technician)
What is Warehouse CHAT?
This is the code to use in change of service in place of an HD receiver code when the customer is still streaming TV but has no more receivers.
What is IP Video - LZ205?
This is the length of time a customer's account must be disconnected before a device can be removed without further research.
What is two years or longer?
The customer won't be held responsible for the equipment if this TYPE of account shows owner responsible, not tenant.
What are Bulk accounts?
This is the amount of times a customer can be put on seasonal for a declared disaster.
What is once per rolling 12 mth period?
This is where you would check to see if a device model is still currently being shipped out, provided in stores or installed by technicians.
What is Internet, Router Login, Video, and Voice Technical Support Equipment Library? GEN6701
When a modem has been returned for a residential customer but the account is still active, this is where we go to locate an active Spectrum or customer owned modem to replace it.
What is Provisioning tab in Scope?
This is where you can confirm a technician took the device back or if a tech visit occurred causing a device swap when the device does not show returned in Warehouse CHAT.
What is customer memo's?
What is work order history?
This happens when equipment is stolen or damaged in circumstances not related to a declared disaster.
What is advise the customer they can submit a claim to their insurance company or file a police report and then provide us with the claim or police report number.
This is the amount charged for video services while on a seasonal suspend for declared disaster.
What is $5?
This is where you would confirm if an AppleTV device was sent out and what the tracking number is.
What is Apple CHAT?
What is customer's memos?
This is one of the circumstances when a customer would be contacted for a warehouse return.
What is....
-If the device is the last piece of equipment per line of business.
-If the effort to remove the piece of equipment requires a package change
This is who assumes responsibility when the home ship devices are marked as delivered but the customer never got it.
Who is Spectrum?
This is the process if a Charter employee provides valid proof or qualifies for equipment removal.
This is the minimum amount of days a customer can be on seasonal suspend.
What is 58 days?