Need Help from NSS
i havea custy who was supposed to have TEP on her phone from day 1 (jan9) and she called asurion to get the phone replaced and they said there isn't any coverage on the phone.
I need help backdating coverage to 1/9 so she can get her phone replaced.
can someone who still knows how to do this please contact me so I can help my customer?
I need help backdating coverage to 1/9 so she can get her phone replaced.
can someone who still knows how to do this please contact me so I can help my customer?
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I think you're screwed brotha. unless it shows insurance on the contract from day one, it's all hearsay if she was supposed to have insurance or not.
sucks, i know.
sucks, i know.
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Well the lost and stolen dept for sprint will be happy to help the customer out and help you too.
They have the ability to honor the claim if all the notes and everything looks right otherwise they would have to do a TEP corrections form for her.
But either most of the time the LS dept will just honor the claim and send her out the same phone at the deductible price.
They have the ability to honor the claim if all the notes and everything looks right otherwise they would have to do a TEP corrections form for her.
But either most of the time the LS dept will just honor the claim and send her out the same phone at the deductible price.
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TEP corrections being getting charged back to activation date for TEP?
that would be fine with her, I've already talked to the customer about that.
the problem is that he centro got pinched in the locker, and the screen has a nice little crack going from one side to the other and is all white now.
Help a brother out here... what's the number to LS?
that would be fine with her, I've already talked to the customer about that.
the problem is that he centro got pinched in the locker, and the screen has a nice little crack going from one side to the other and is all white now.
Help a brother out here... what's the number to LS?
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Have NSS send email off to insurnance company. WIll be charged back to the day new phone was placed on account. Not gonna list the email here, sorry. all NSS should know it though.
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you call to asurion to report mistake and tell cust agreed to pay tep charge from jan to today ($21) on nexdt invoice.
its possible but only educate customer about the charge
its possible but only educate customer about the charge
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I called asurion already and they said no. was there a policy change that we missed somewhere?
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i did it before a bout 6 months ago maybe the policies have changed.
Just need to assure it was an sprint error during activation or maybe through care and conference.
it used to work and customer is charged on next invoice
Just need to assure it was an sprint error during activation or maybe through care and conference.
it used to work and customer is charged on next invoice
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A member of Sprint's managment has to email Assurion at TEPCorrections@Asurion.com stating the mistake. After emailing Asurion, add TEP to the account.
-Yean
-Yean
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Actually, upon receipt and review of the email, the TEP Corrections group will review the request and will make a decision within 72 hours. If the corrections is made, TEP or ERP is added to the requested phone number.
The TEP Corrections team will notate the account with the decision & will respond to the email to confirm the addition. The customer should receive a confirmation postcard within 45 days.
If the correction request is denied, the team will notate the account, a reply email will be sent detailing why it was denied, and the sender of the email should contact the customer informing of them of the decision.
In short, TEP should not be added by the specialist once the email is sent. Upon reviewing the email, the TEP Correct...
(continues)
The TEP Corrections team will notate the account with the decision & will respond to the email to confirm the addition. The customer should receive a confirmation postcard within 45 days.
If the correction request is denied, the team will notate the account, a reply email will be sent detailing why it was denied, and the sender of the email should contact the customer informing of them of the decision.
In short, TEP should not be added by the specialist once the email is sent. Upon reviewing the email, the TEP Correct...
(continues)
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BTW, to all reps out there, have you tried checking this link in KMS?
Phone Replacement Escalation Process Overview Matrix
Would this be applicable (assuming that this is an extreme case?)
Phone Replacement Escalation Process Overview Matrix
Would this be applicable (assuming that this is an extreme case?)
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