HOUW
What information do you need from the customers to check their device?
IMEI or Serial Number
True or False: Advanced Exchange is when the customer sends in their device in advance before we send the replacement?
True or False: We proactively offer a Standard exchange to the customer as it is the surest way they can receive their devices.
FALSE. + points if you can provide why.
What issue is the customer experiencing for the following probing question?
Are you having issues with RCS, SMS, MMS, group messages, short codes, iMessage, or Messages for Web?
Text / Messaging
What do we use the Pixel Phone Troubleshooter for?
For resolving any Android hardware issues and any issues related to Battery, sound, display, sensors, system, Wi-Fi and accessories
Until when can Buyer's Remorse or Standard Return be available to the Customer?
15 days from the date the user received it.
What is the definition of an authorization hold?
There's going to be a certain amount on the customer's payments method that would be frozen and unspendable until we receive the defective device.
Until when can the customer send in their defective device after creation of Standard Exchange RMA?
within 14 days.
What are the possible issues that Fi Connectivity workflow can possibly resolve?
Talk, Text, or international service
Situational: Customer called in because their Samsung A50 5G is feeling hot. Agent has opened their Pixel Phone Troubleshooter (GOOD JOB), and they noticed that they should transfer it to a different department. Which department should the agent transfer/consult it with?
a. Pixel Agent
b. Tier 2 Device Safety Team
b. Tier 2 Device Safety Team
How long is the standard warranty for all devices available on Google Fi store?
1 year
Yes or No: Is the authorization hold subtracted to the customer's debit card?
NO
What do we send our customers for them to send in their defective device?
Return Label
Why does we have to select "data or connectivity" issue first, if a user is facing issues with multiple connectivity issues at once (data, calls, and text)?
It is necessary to resolve the data or connectivity issues first for our customers.
Situational: Customer called in because they noticed that their Pixel 7a's battery is feeling hot, what should the agent do first to provide a resolution?
a. Continue troubleshooting via Pixel Phone Troubleshooter
b. Ask customer if they've gone through the registration process at g.co/pixel/7abattery
c. Follow the standard Device Safety Process
b. Ask customer if they've gone through the registration process at g.co/pixel/7abattery
What is the extended warranty available for users who bought their devices on Google Fi?
Device Protection
What is RCL?
a. Repairable Cart Link
b. Retracted Cart Link
c. Replacement Cart Link
d. Replacement Cargo Link
c. Replacement Cart Link
When can you offer Standard Exchange to the customer?
The user needed to replace a device,
AND You were going to process a Regular Warranty RMA,
AND You explained to the user about the authorization hold,
AND The user pushed back about the auth hold.
If a customer experiences issues with both calls & text, which should we resolve first?
Calls, as they will likely be able to send and receive messages after.
Situational: Mateo called in because his Pixel 4a cannot install the latest Android update as there is no option that pops up on his settings. He bought his phone in Google Fi store. What should the agent do?
a. Open Fi Connectivity workflow as it seems Mateo is having issues with downloading the software for the update.
b. Replace the device since he bought it in Google Fi store and his device is still in warranty.
c. Open Pixel Phone Troubleshooter as it seems that Mateo's phone is experiencing Google Apps issue.
c. Open Pixel Phone Troubleshooter as it seems that Mateo's phone is experiencing Google Apps issue.
2 types of Warranty Regular?
Advanced and Standard Exchange
Situational: A customer from England called in to have their Pixel 9 replaced, when you asked if they got their device from Google Fi store, they said yes. How would you provide a resolution to this.
Educate customer that they must be referring to Google Store. Confirm if it is indeed from Google Store. Transfer the customer to the correct channel.
True or False: The user will still be charged for Google Fi service during the time they are without a device.
TRUE
Yes or No: If all troubleshooting steps related to connectivity has been performed, yet the customer's connectivity issue still persists, and the customer is leaving for France tomorrow, will we be able to continue resolving the customer's issue whilst they're in France?
No.
Which of the following issues does not get resolved by using Pixel Phone Troubleshooter? (multiple answers)
a. Can't receive SMS/MMS
b. Can't install Android update
c. No sound from speaker
d. Can't make calls
e. Data connection drops
f. Call keeps getting disconnected
a, d, e, f