SDDS
SDDS
What is Same Day Delivery Service?
On-Site Repair Service
What is this type of service involves a technician coming to the customer’s location? Ex. home or work
Carry-In Repair
What is the repair option requires the customer to bring their device to a physical location (store)?
SUR
What is Same Unit Repair?
UBIF
What is UbreakIFix?
Not a SDDS/SUR complaint
What is no call no show?
Advance exchange
What is the device has damage beyond repair.
This must be created before the customer drops off the device.
What is a repair job ID?
Substantiate allegation
What are text messages, video messages, and or pictures to send along with SUR complaints?
Paid out of pocket
What is a successful carry-in repair before filing a claim?
Technician SOP (Standard Operating Procedure)
What is delivery and set-up?
RRD
What is replacement at repair deductible? Because the technician caused more damage
The device has physical damage not originally reported.
What is updating the claim or reassessing coverage?
SUR box main purpose
What is to report misconduct, improper behavior or property damage caused by Technicians?
This platform helps locate repair job location, job notes etc.
What is Service Bench?
SDDS complaints YES
What is... Tech dropped off the device | Cx expected set up | Tech was unprofessional | Property damage
Example of On-Site complaints
What is.. Tech asked for a payment, rude treatment, flirtations, rude text messages, etc.?
Give an example of Carry-In complaint
What is any rude behavior, mistreatment, will not release device without payment (although its a claim).
What is considered "Property Damage"
What is anything on the property outside of the phone? ex. mailbox, lawn, or furniture?
These complaints are sent to the UBIF escalation team at UBIF_escalation@asurion.com
What are repair complaints outside of a claim?
SDDS complaints NOT
what is no call no show?
what is no part available?
What is missed appointments need to reschedule
On-Site complaint NOT
What is no part available?
What is Serial number doesn't match?
What is.. no contact with the Technician?
Carry-In complaint NOT
What is no part available?
What is Serial number doesn't match?
What is you have to leave the device overnight?
What proof is needed when there is a complaint of property damage?
What are pictures, receipts and estimate of repair cost?
Repaired at an ATT store
What is direct the customer's complaint to ATT customer care?