I have a question about my coverage
You can have coverage against drops, spills, and cracked screens on these devices (Select all that apply)
Laptop
DVD/Blu-ray
Television
Tablet/iPad
Printer
Laptop
Tablet/iPad
**A Printer screen and PORTABLE DVD/Blu-ray player is what's covered for ADH and not the whole printer
This tool is used when you need a visual aid to guide the customer with their mobile phone
Google Images
Emulators
User Manual Librarry
Emulators
The type of claim and eligibility for repair or replacement is determined by this.
The information the customer input when registering the product.
You select the type at the start of the claim.
Alpha determines it automatically.
The device and claim type selected.
Alpha determines it automatically.
What size of television merits an automatic replacement/buyout?
All TV claims are automatically replaced or provided with reimbursement
What is our service hours for VHDP Connected Home?
8AM - 12MN CST
9AM - 5PM EST
24 Hours
24 Hours
It costs how much for a technician to come to the customer's house for installation?
$99
$25
$49
$49
What do we have to do, as tech experts, to ensure that we are providing the correct resolution to the customer?
A. Open their account in Alpha.
B. Register their device.
C. Ask relevant probing questions.
C. Ask relevant probing questions.
This button will be used if you need to file a service request task.
Escalation
Incident Path Determination
Tech Lead
911
Escalation
Customers who qualify for buyout/reimbursement will receive __ for their covered device.
Like for like replacement options.
Reimbursement for the fair market value of the device.
Refund of the purchase price for the equipment.
Reimbursement for the fair market value of the device.
How much is the installation fee under VHDP?
$50
$49
$99
$0
$49
The maximum limit for a single claim is how much?
$2000
$3000
$5000
$2000
**$3000 after April 25
This should be the final step performed when troubleshooting a device.
A. Factory Reset
B. Power cycle
C. Remote Login
A. Factory Reset
Where do you go in Alpha to resume an unfinished claim?
Account Home > Click Device > Resume Incident
How long does it take for the depot to send and receive the label/equipment for repair?
5 business days / 5 business days
10 calendar days / 10 calendar days
5 calendar days / 5 calendar days
5 business days / 5 business days
How much is the in-home appointment fee under VHDP?
$50
$49
$99
$0
$0
The cost of UBIF in-store services for virus removal and content back-up and transfer is how much?
$45 - $75
$0 - $49 - $99
$25 plus taxes
$45 - $75
These questions would best help you if a customer cannot power their TV on. (Select all that apply)
Is the cable box plugged into the TV?
Have you tried both the remote and the power button?
Are there any lights on the TV?
What channels do you like to watch?
Have you tried both the remote and the power button?
Are there any lights on the TV?
How do customers pay for their service fee?
Upfront thru debit/credit via Pay By Link
How does the customer receive their reimbursement? (Select all that apply)
Hyperwallet - Venmo/Paypal
Check
Direct Deposit
Cash App
Hyperwallet - Venmo/Paypal
Check
How many in-home visits can a customer schedule in a 12-month period?
Two
The customer is eligible to file a claim on __.
On the 30th day of coverage
Day 15 of product purchase
After 30 days of enrollment
After 30 days of enrollment
This is not in-scope as part of the troubleshooting services covered under the plan.
Setup of smart devices in the home.
Malware and virus removal.
Diagnosing issues with Wi-Fi connectivity.
Device hardware and software modification.
Device hardware and software modification.
Where in Alpha do you go to update the customer's address?
You can't. Transfer the customer to Verizon Customer Care.
When can a customer file a claim for a smartphone with a cracked screen?
Never. Smartphones are not eligible for VHDP's protection coverage.
Tech Support for VHDP starts when?
Day of enrollment