Systems to use for WH Returns/Equip Research
This is where you go in the customer's account in CSG to confirm if the device is active or disabled.
What is Equipment Inventory?
These are the sales rep codes to use when removing a device from the account.
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 accounts require the modem to be the top outlet on the equipment screen.
What is L-TWC?
This system/internal website is used to determine if a device 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 a 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 once the customer pays for it and we remove the device off of the account.
What is Lost status?
When the task outcome is as customer expected, this is the process if you are unable to speak to customer/leave a voicemail and/or doesn't have a contact email.
What is send a letter via Mail/USPS?
This is where you would confirm how the device was received to our warehouse (UPS, Store rep, Technician)
Warehouse CHAT
Removing the S Awg/Rtr AO and switching S Wifioptin to S Wifioptout on TWC accounts will do this
What is Disable a Wi-fi Router?
This is the length of time a customer's account must be disconnected before a device can be removed without further research.
What is one year or longer?
The customer may not be responsible for the equipment if this TYPE of account shows owner responsible, not tenant.
What are Bulk accounts?
For an active account, statement reprint fees are applied on accounts with this statement preference.
What is Hardcopy billing/not enrolled in paperless?
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 the Internet/Voice Equipment library and Video Equipment Library?
What is the Equipment Master List excel sheet?
When a modem has been returned for a residential customer but the account is still active, this is where we go to locate a customer owned modem to replace it.
What is Scope?
Bonus Kudos: 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 customer responsibility?
Bonus kudos - Customer should be advised they can submit a claim to their insurance company for reimbursement of unreturn equip fees.
A service interruption, processing/loading issue, double charge or disputed purchase made prior to customers installation date are examples of this.
What are justified credit situations?
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 last piece of equipment by using a placeholder is unsuccessful in CSG.
This is who assumes responsibility when the home ship devices are marked as delivered but the customer never got it.
Who is Charter/Spectrum?
This is the process if a Charter employee provides valid proof or qualifies for equipment removal.
This is the process when a customer receives an AppleTV device that's damaged or does not work.
What is refer the customer to Apple at 1-800-APL-CARE?