Y'all Related?
When choosing 'Device Payment Agreement' as the 'Related to Issue' in a credit object, we would use this Promo Escalation Reason.
What is None?
If the customer’s concern is not related to a missing Verizon Promotion, this section should be left blank.
This is the amount of calls answered by the Inbound Team in March.
What is 1,842?
Flounder
What is The Little Mermaid?
Elderly woman tells a group of strangers a 4 hour story about the time she dated a drifter on a boat.
What is Titanic?
The customer is seeking a credit after being advised of a $50 Restocking Fee for a device in their possession that they want to return in the CF market. Would we utilize empowerment?
No.
If the customer has not been charged the restocking fee, we will not be able to evaluate credits until it has been charged.
“If you are opting to return your equipment and cancel your agreement rather than exchange for an alternative device, the store will charge a Restocking Fee at their discretion.”
Rapunzel was quoted an ongoing BOGO promotion when purchasing a new iPhone and apple watch together. We would use this 'Related to Issue'.
What is VZ Promo – Recurring & One-Time Credit?
Credit is related to a recurring Verizon promo credit or a one-time promo credit. Examples include recurring promo credits for a trade in or BOGO and one-time incentive credits applied to the Verizon account.
This is the time to resolution averaged by the Research Team for the month of March.
What is 10.24?
Sven
What is Frozen?
Frogs and their stupid DNA ruin scientist's perfectly good time at a theme park. They spared no expense!
What is Jurassic Park?
A customer is requesting a credit of $120 for an organic value chargeback in the AZ market. PRC declined to assist. Would we utilize empowerment?
Yes!! Because of today's update!! You CAN use Empowerment in the AZ Market now since your maximum is $200.00.
We would select this 'Related to Issue' if Cinderella returned her iPhone to the store with it's original packaging but after midnight, causing it to turn into a pumpkin. How are they supposed to resell that?
What is CSOKI – Restocking Fee?
Credit is related to a Restocking Fee charged at a CSOKI store location when the customer returns a device to Cellular Sales.
This is the average for Call QA scores for the month of March.
What is 98.79?
Iago
What is Aladdin?
DAILY DOUBLE
Just....like the worst AirBnb experience a family could possibly imagine. Chill out, Dad.
What is The Shining?
A customer from the NC market is requesting $90 in device set up fees. Would we utilize empowerment?
No! They have special rules in NC.
If you feel a refund is warranted for set-up fees from the NC market, this request should be sent to the NBOH. Please be sure you verify the customer's address as they will typically receive a refund back to the card used at the point of sale, but sometimes the refund needs to be sent as a check. A credit object will need to be created to track these requests and the delivery method should be "NBOH Refund." This applies ONLY to NC Market.
What is VZ – Chargeback Organic Trade Value?
Credit is related to a chargeback of the market/organic value of a trade device once a recurring promotion has been attached.
DAILY DOUBLE
In the Areas of Opportunity, Cases With Credit saw this percentage of accuracy achieved in the month of March for the Research, Summary - What/Why, and Call Log - Concern fields.
What is 63.04%?
Meeko
What is Pocahontas?
Stalker tells teenager, "Hey girl, I'm your ghost dad, also let's get married". Really thinks singing to her will help his case.
A customer is requesting a $180 credit for a promotional amount discrepancy in the WA market. We have spoken to Verizon/PRC and they declined to assist. Will we utilize empowerment?
No! The WA market has a limit of $150.
This 'Related to Issue' would be used in the event Mulan receives a billing charge after Verizon didn't receive her Home Internet Gateway. She was busy saving China!
What is VZ – Non-Return Fee?
Charge occurs when the customer was supposed to return a device to Verizon and VZ has no record of the return. VZ will bill the customer a non-return fee. This most often occurs with Verizon Home Internet (VHI) devices, Gateways, or Warranty Returns.
What is Missing Files/Docs?
Bruno
What is Cinderella?
Young boy spends 7 years being a third wheel
What is Harry Potter?
A customer in the EF market claims insurance was added without their permission. They have not spoken to Verizon, but are requesting $70 for insurance charges. Can we utilize empowerment?
No! If they are claiming that insurance was added to the account without their permission, they need to contact Verizon to cancel the insurance, before we can submit their request for the charges.