New Subsidy Password Protocol??
So I upgrade a customer stright out of the gate this morning. She stated she was going to China and Japan in a few weeks. So I put her into a z750 as it picks up UMTS 2100 mhz frequency. She further inquires about getting this new phone unlocked.
So I call care and tell them the customer is needing the unlock code for her new phone and that I wish to be transfered to Teir 2 tech support so they can start a case request. Done this many times before with a week turnaround time.
The CS rep tells me to hold on....anticipating she warm transfers me over to tech support. She comes back 30 seconds later and asks if I was ready. I said sure, and she gave me the unlock code. I was surprised she generated it so quick.
Apparently, in Snooper,...
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So I call care and tell them the customer is needing the unlock code for her new phone and that I wish to be transfered to Teir 2 tech support so they can start a case request. Done this many times before with a week turnaround time.
The CS rep tells me to hold on....anticipating she warm transfers me over to tech support. She comes back 30 seconds later and asks if I was ready. I said sure, and she gave me the unlock code. I was surprised she generated it so quick.
Apparently, in Snooper,...
(continues)
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Iselltheshitoutofphones said:...
So I upgrade a customer stright out of the gate this morning. She stated she was going to China and Japan in a few weeks. So I put her into a z750 as it picks up UMTS 2100 mhz frequency. She further inquires about getting this new phone unlocked.
So I call care and tell them the customer is needing the unlock code for her new phone and that I wish to be transfered to Teir 2 tech support so they can start a case request. Done this many times before with a week turnaround time.
The CS rep tells me to hold on....anticipating she warm transfers me over to tech support. She comes back 30 seconds later and asks if I was ready. I said sure, and she gave me the unlock code. I was surprised she
(continues)
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So if regular care can do it, why did they put me through 4 months of hell last year to give me the code?
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It is true that snooper has an option to get the subsidy code but not all phones' imei are loaded. Before all customer service representatives had access to it but now it goes by levels hence tech has it.
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Since February we have given all customer care reps the ability to generate subsidy unlock codes from Snooper. The only phones that we can not generate in Snooper are Nokia phones. All Nokias have to have a case created and this all came down after at&t talked about having an open network. I remember doing this huddle and how estatic the reps were that they didn't have to file cases any longer 😁
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