tiny rant
If you are in victoria, don't call warranty res desk. you have your own res desk. The only potential situation that you might need to call warranty res desk for is if you need to have something looked up in oracle, but historically, you tend to ignore the things that would prompt you to need to look things up there. anything else, and you should probably be transferring the customer to the regular warranty service center, and heck, they can probably assist you with most of those issues about as well as warranty res desk can.
Unless you are in Monterrey or Pune, then do not call warranty resolutions. warranty resolutions is only set up to support reps in those two locations. it does not support business end user care!
sorry, just had to ...
(continues)
Unless you are in Monterrey or Pune, then do not call warranty resolutions. warranty resolutions is only set up to support reps in those two locations. it does not support business end user care!
sorry, just had to ...
(continues)
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I have a rant. Quit calling Victoria WEX if you want to do a Blue to Orange migration. Migrations take considiberly longer and it messes up the stats when it appears they come on on the WEX line.
Also troubleshoot the phone 😛
Also troubleshoot the phone 😛
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I don't call victoria anything for migrations. I either call regular customer care or blue tiger team, as appropriate for the customer.
as far as troubleshooting goes, I do what warranty is supposed to do. I troubleshoot the heck out of phones and I actually know not to do warranty exchanges for damaged devices. a little hint to anyone who can process warranty exchanges, just because there is an option for a certain problem in the warranty system, that doesn't mean it's covered. bleeding displays (except for v1802 and v220s) are never ever covered, broken antennae (except on certain version of the v60) are never covered. cracked anything is never covered.
I just get annoyed about victoria beuc reps who think they are considered wex reps be...
(continues)
as far as troubleshooting goes, I do what warranty is supposed to do. I troubleshoot the heck out of phones and I actually know not to do warranty exchanges for damaged devices. a little hint to anyone who can process warranty exchanges, just because there is an option for a certain problem in the warranty system, that doesn't mean it's covered. bleeding displays (except for v1802 and v220s) are never ever covered, broken antennae (except on certain version of the v60) are never covered. cracked anything is never covered.
I just get annoyed about victoria beuc reps who think they are considered wex reps be...
(continues)
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Well I can tell you don't consider myself a WEX rep. In fact when I get WEX calls transfered to me and the rep says I am a rep from the Warranty Department I always state that I am actually from BEUC but I can process this exchange. Usually it is other BEUC reps who are transferring them to me.
Anyhow my rant is over 🙂 Thank you for the info.
Anyhow my rant is over 🙂 Thank you for the info.
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yeah, I have had a couple BEUC reps like you, and I am glad to hear it. 🙂 I figure as long as you do it right, I don't have a problem with it.
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Here's why WEX was receiving so many Blu-Orange migration calls:
There are still TDMA-only teams out there. These teams were sintructed spcifically NOT to process Blue GSM-Orange migrations because they do not have access to Siebel to leave notes.
The Tiger Team number does not have an option to select whether or not the caller gets a TDMA or GSM rep to handle their request. Despite numerous attempts to get this fixed, nothing was done. Rather than spend 20+ minutes calling around trying to get a GSM rep who can process migrations, many of these TDMA-only teams were specifically instructed by their supervisors to use the WEX option, since that would go directly through to a rep who could process the migration.
We did this knowing...
(continues)
There are still TDMA-only teams out there. These teams were sintructed spcifically NOT to process Blue GSM-Orange migrations because they do not have access to Siebel to leave notes.
The Tiger Team number does not have an option to select whether or not the caller gets a TDMA or GSM rep to handle their request. Despite numerous attempts to get this fixed, nothing was done. Rather than spend 20+ minutes calling around trying to get a GSM rep who can process migrations, many of these TDMA-only teams were specifically instructed by their supervisors to use the WEX option, since that would go directly through to a rep who could process the migration.
We did this knowing...
(continues)
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In our call center they do. We were told to send them to WEX b/c they are all dual-trained in TDMA and GSM. It's a little different here - WEX isn't a "department," per se, it's just another internal queue. The WEX "dept" is just GSM reps who happen to do WEX.
I know this isn't the case everywhere, but in our call center it is. As such, we were told to use our WEX queue to transfer GSM Blue to Orange migrations - because it just goes to our internal WEX queue, in our call center. And we're ALL able to migrations here. (In our team's case, TDMA-only though...)
I know this isn't the case everywhere, but in our call center it is. As such, we were told to use our WEX queue to transfer GSM Blue to Orange migrations - because it just goes to our internal WEX queue, in our call center. And we're ALL able to migrations here. (In our team's case, TDMA-only though...)
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