Hi! Thnx for help in advance. Friend lost phone, but has insurance. He is also out of contract. Suggested he get a sim @ Tmobile store (corp) and use old phone while insurance sends replacement. Friend says rep would not provide sim for free, and says the rep told him insurance would replace old phone only (as it's what account would show) and not the actual lost phone. Does T mobile replace sim for free? Was rep correct about the insurance, or only trying for upgrade? Thanks again, any input appreciated.
We're supposed to charge $20 for a sim card, but in the three years I've worked for T-Mobile I have never charged a customer for a SIM card. I've never seen any of my coworkers charge for a SIM either, but I guess it depends on the rep. I believe asurion does send a replacement SIM with the phone but I'm not 100% sure. Charging for a replacement SIM card is ridiculous.
As a store manager, I can tell you we sell SIMs for $20 every day. The only time it is supposed to be free is if it is defective. That being said, I usually do allow my reps to give it to customers for free if they have a replacement device through Asurion on the way as long as they get management permission first. Per audit, all SIM and handset transactions should be in our daily paperwork, and the auditor does check it. If a store has not been charging for SIMs, they will fail that section of their audit.
When a SIM is scanned in POS it rings out at $0. Sure, the price could be overridden to $20 but issuing a courtesy replacement promotes customer loyalty. My store always passes the audit with flying colors.
I'm sticking to Streamline policy. Courtesy replacements are fine, but if you're doing it 100% of the time, that is going beyond courtesy. You should be doing it case by case instead of blatantly disregarding company policy.