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Andy wants to activate Google Fi on her Pixel 4a. Which activation option could she use?
a. esim activation
b. physical sim activation
c. cloud activation
d. USB activation
a. esim activation
Device Protection
True or False: We will automatically replace the customer's device when they call us demanding a replacement for their device
DOUBLE THE POINTS: Provide the reason for your answer.
False.
We have to confirm if the device is still within warranty & bought from Fi Store
4 POINTER: Provide the 4 sections of the Fi Tool
Account, Account Users, Devices, Account Event History
How can Fi Bill credits be applied
a. Bill Protection
b. Device Protection
c. Applied to the first bill
d. Applied to the last bill
c. Applied to the first bill
Anthony's device is defective. Google sends his a new device immediately after they put an authorization hold on his account. What kind of warranty exchange did Anthony use?
Double the points: Provide the Tool on which tool an agent can access the warranty information of a device
Advanced Exchange & HOUW or Hardware Order Updated Workflow
Cha receives a call from a user who tried to redeem a promotion but experienced an issue. The user can NO LONGER REDEEM the promotion. How can Cha help the user?
a. Search the Google Fi Promotions Primary Guide and explain the promotion’s terms and conditions
b. Find the appropriate KB on the resolution card
c. Consult the Google Fi promotions team to help the user redeem their promotion.
d. Direct the user to the Promotion Details page in their account where they can restart the redeeming process.
c. Consult the Google Fi promotions team to help the user redeem their promotion.
Who's our partner for credit checking?
Experian
Zyka has Bill Protection and only used 2GB out of the 6GB of data allotted. What does this mean for Zyka when she receives her billing statement?
a. Her unused data will roll over to the next month.
b. She’ll only be charged for the data she used that month
c. Her data will be converted to credits to pay for other fees
d. She pays the full price for Bill Protection regardless of data used.
b. She’ll only be charged for the data she used that month
3 POINTER: Provide the 3 types of warranty that is available on Fi
Buyer's Remorse
Standard Exchange Warranty
Advanced Exchange Warranty
What kind of Protection Plan is only available for Pixel Products?
Preferred Care Plan
Who's our partner for repairing a Fi Store bought device?
Assurion UBreakIFix
How many days from the date of purchase do users have to activate their Google Fi service?
30 days
True or False: Users can trade in their old phone without needing to purchase a device from Fi Store?
Double the Points: Provide the reason for your answer.
False. The ability to trade in your old phone without the purchase of a new device is currently unavailable.
If the trade in value is lower than the phone they are paying for, what would happen to the remaining balance of the device purchase?
The customer still has to pay for the remaining balance of the purchase.
When does Bill Protection get activated?
When a customer has reached their data cap or data limit
What is considered an “Additional Service” on a billing statement?
Device payment
Does the customer have to pay for the shipping during the replacement process?
Double the points: Provide the reason for your answer.
No. Google will send the replacement kit for free.
Daryll hasn’t received their phone and wants to cancel it for a refund. What should Daryll do?
a. He must wait until the phone is delivered and return it within 15 days.
b. He should call Google Fi support and ask to cancel their order.
c. He can’t cancel their order for arefund and must exchange it foranother device.
d. He can change or cancel their order through their “Order history."
d. He can change or cancel their order through their “Order history."
Who's our partner for checking the trade in value of the customer's device?
Hyla
Ryan chooses to finance a new device with Fi when they trade in their old phone. The Trade In balance applies to their Fi account as:
a. Promotion Balance
b. Fi Bill Credit
c. Play Store Credit
d. Cold hard cash
b. Fi Bill Credit
True or False: Customers are given the trade in value before sending the device to Google.
Double the Points: Provide the reason for your answer.
False. Customer has to send in their device to Hyla, so that they can assess the state of the customer's device and provide the trade in value.
Where is the only physical store of Google?
Chelsea, New York City.
________ limits the cost of how much the group needs to pay for their overall data usage. (Clue: Only available for the cheapest plan Google Fi has)
Bill Protection
Norman wants to port his current number to Fi. He calls to ask when he should cancel his service with his old carrier. What should the agent tell him?
a. keep the current phone service active until the number's successfully transferred to fi
b. immediately cancel the phone service before transferring the phone number
c. the service will automatically get cancelled upon transfer
d. Fi agent will talk to Norman's current carrier to cancel the number
a. keep the current phone service active until the number's successfully transferred to fi