Notes

----------------------------------------------------------------------------------------------------------------------------------------------------------------HOTLINE------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

GREETING - "Hi, this is Hugo. I'm number 29 on the Supervisor Hotline Name Roster. Please send me the Claim ID or Warranty ID along with your site location.”
GREETING(2) - “Just to confirm we're working with (Customer's first and last name).”
GREETING(3) - "What assistance do you need with this warranty/claim?”
GREETING(4)- "Do you have any additional questions?"
GREETING(5)- "Thanks for calling the Supervisor Hotline.”

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-HOLD-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

HOLD(1) - “I can only stay on hold for 2 minutes. After 2 minutes, I’ll ping you in chat and wait 2 more minutes before disconnecting the call.”


HOLD(2) - Hi, I can only stay on hold for 2 minutes. 2 minutes have passed so I'm pingining you in chat and wait 2 more minutes before disconnecting the call. I'm sorry.





-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-PER/PERD-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-



No PER/PERD accurate to the scenario of this call so I selected the closest reason.



-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to

[Resolution]: Pulled up the claim and set clear expectations with the agent about

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- What you do to resolve the issue
E.- Expectation like time frame for resolution or update
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- Review the notes on the account and since T&S has not requested action from the customer; Escalate the T&S ticket and leave notes of the cx getting in touch to follow up on the claim. I followed this KBA 000043130




E.- Cx is aware we will follow up with the cx in 1-2 bd via email
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S - NEW)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- Review the notes on the account and since T&S has not requested action from the customer; I created and escalated the T&S ticket TICKET. I followed this KBA 000043130


E.- Cx is aware we will follow up with the cx in 1-2 bd via email
S.-
.
Why you're flagging this Cx for a potential Trust & Safety issue: Because of the T&S alert on the account that indicated a T&S ticket needs to be created
Details on what in particular seems suspicious: The T&S alert


Cx's preferred phone number and email address for follow ups:
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (T&S)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to because of the T&S alert on the account
[Resolution]: Pulled up the claim and read the notes to see if there is any update from the T&S team; set clear expectations with the agent about the need of the

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (T&S-ÑO)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-



[Issue]: Agent called in to because of the T&S alert on the account, wants to know how to proceed


[Resolution]: Review the notes on the account and since T&S has not requested action from the customer; Escalate the T&S ticket and leave notes of the cx getting in touch to follow up on the claim. I followed this KBA 000043130

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (T&S - CONFIRMED FRAUD)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R.- Confirmed Fraud alert on the account, I told the cx the account is under review for misrepresentation and any updates they may receive will be in writing. End the call. The customer refuses to let the call end, tell the cx know I am unable to assist over the phone at this time and disconnect. I followed this KBA 000043130
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (AFFIDAVIT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the AFFIDAVIT resolution. The Cx is aware that we will send an affidavit through email that needs to be signed and sent back to us by email and after we get it we will process the reimbursment in 1 bd. The Cx will receive the amount of $AMOUNT and Cx is aware that the protection plan will be completed.
E.- Refund via email GC in 1-2 bussiness days
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (AFFIDAVIT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution to an affidavit as



[Resolution]: Pulled up the claim and set clear expectations with the agent about the affidavit approval, cx will be refunded $AMOUNT via VIA

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (AFFIDAVIT-ERROR-CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because wants to get another resolution as REASON
R.- Offered the customer the AFFIDAVIT resolution, cx accepted. I was about to have this approved on FACA V2 but it keeps giving me this error message; "Cannot approve the claim. Missing manufacturer/model name. Please use updateWarranty link to update the information and approve the claim again."
I tried to use the update Warranty link to update the information but it does not even give me the option to do so, because of this a CED ticket was created so we can refund the cx as promised.
E.- Cx is aware a check will arrive in 5 bd for $AMOUNT to the cx's mailing address ADDRESS
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (AMR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the AMR resolution. The cx is aware that in an email that the cx will receive shortly, the cx will find a prepaid shipping label that the cx will use to ship the item to us. The cx is aware to be sure to take it to the Fedex location so they can scan it and send it to us and it'll take 2 bd for us to get it. The cx is aware that once we have paid the cx for this item, the plan is completed.
E - The cx is aware once we have received the item, the refund will be issued within 1 business day and the cx will receive the refund via check within 5 business days for the amount of $AMOUNT.
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (AMR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution as

[Resolution]: Pulled up the claim and set clear expectations with the agent about the AMR approval, cx will be refunded $AMOUNT via check in 5 bd

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (DEPOT REPAIR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- Set clear expectations with the customer about the Mail-In Repair resolution. The Cx is aware that we will send prepaid shipping labels via email and once he sends the item to us via fedex it will take 2 bd for us to get it, then the repair center takes 5 bd to repair the item and the repair center send back the repaired item using fedex and it takes 2 bd for the cx to get it back.
E.- Will get the confirmation email and the shipping labels during today
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (DEVICE EXCHANGE FOR CONSUMER CELLULAR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the DEVICE EXCHANGE FOR CONSUMER CELLULAR resolution. The Cx is aware that he needs to ship us his old item via USPS within 7 bd of receiving the new item, and that the prepaid shipping labels will be received along with the new device.
E - The Cx is aware that we will ship the replacement device within 1-3 bd using USPS
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (REFUND WTY-CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because her wty expired 9 months ago and she was unaware that it started the day she purchased the PP
R.- Offer a refund for the PP price for $AMOUNT, she accepted it so I created a CED ticket. I followed this KBA 000039715.
E.- Cx is aware the check will be sent in 5 bd
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (REINSTATE WTY)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to have the cx's wty reinstated as it expired less than 30 days ago

[Resolution]: Set clear expectations with the agent about the wty being reinstated succesfully
.
****REINSTATE WTY *****
- approve WTY, uncheck calculate tax box and check approve only - submit twice (THEN UPDATE WTY and change the date on the start date override section)
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CONTACT DEPOT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- I sent an email to the depot to request information of REQUEST.
I followed these KBAs 000043359 and 000035735.
E.- Cx is aware we will follow yp in 1-2 bd
S.-
.
Subject field: Claim ID: CLAIM, Customer's name: NAME, Depot: DEPOT.
.
Hello Depot

Issue:
Request:

Thank you,
Hugo Blancas,
Supervisor.
.
*** si es depot help desde gmail y los demas desde salesfore***

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CONTACT DEPOT - MOVE TO PAYOUT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-
.
Hello Depot.

Issue: The customer has waited a few days for the replacement phone to be sent and it has not been sent out yet. 
Request: Can you update us on the status of the replacement, please? 
In case there are no replacements is it possible that you move the resolution to payout? 

Thank you,
Hugo Blancas,
Supervisor.
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (MWT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No claim filed.
No WTY located.

C.- NAME
A.- Customer requested to speak with a supervisor because we cannot locate his PP
R.- The missing WTY ticket is TICKET. Set clear expectations with the customer about the creation of the missing warranty ticket.
E.- We will follow up with the cx in 1-2 bd after receiving the PoP.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (WAIVE FEE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in because the cx was approved before for LRI, she got the BER form and the phone replaced by the AGB but now the claim is closed as the cx took too long to send the invoice, he is refiling it but needs the deductible waived as the cx paid for it before

[Resolution]: Pulled up the claim, the Claim is not started yet on FACA, so set clear expectations with the agent about how to manually waive the deductible and leave on the notes that a sup from the Hotline approved the deductible being waived from the claim.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (PRE-EXISTING CONDITIONS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to know what to do since FACA shows that we cannot continue with the claim as the issue ocurred within plan waiting period

[Resolution]: Pulled up the claim and set clear expectations with the agent about giving the cx the information on this KBA 000027768 and that the cx can pay for the repair out of his pocket and save the wty for the future since there are pre-existing conditions on the item

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (ISSUES WITH GC)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the GC she got has never been used before by her but it shows no remaining balance
R.- Refer the Customer to Gift Card Services Walmart 1-800-411-7942. I followed this KBA 000040751
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (SYSTEM CORCEN)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to have the cx's wty reinstated as it expired less than 30 days ago

[Resolution]: Set clear expectations with the agent about the wty being reinstated unsuccesfully, the system is showing an error message (ERROR MESSAGE). I created a System Concern via Zendesk (Id #90317) and ask the agent to let the customer know we will follow up in 1-2 bd

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (CHANGE RESOLUTION FOR FURNITURE ITEMS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution from LRI as the item is to heavy to take it to repair

[Resolution]: Pulled up the claim and set clear expectations with the agent about following this KBA 000043030 to change the resolution for furniture items and to please leave on the comment that the cx wants a different resolution and to inform the Customer that the Furniture Team will reach out within 1-2 business days

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (FASTCASH)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R.- Set clear expectations with the customer about the FASTCASH resolution. Cx is aware that the protection plan will be completed. Also the cx is aware that if the cost of a replacement item is more than the cx's Fast Cash payment, the cx may submit documentation of replacement cost and we’ll pay the cx the difference, up to the price of the original item.
E.- The Cx is aware that he will receive the amount of $AMOUNT via VIA in DAYS bussiness days
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (LRI)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the LOCAL REPAIR INVOICE resolution. The Cx is aware that the cx needs to take the item to a local repair shop to repair it, then pay for the repair and send us the receipt,
E.- The Cx is aware that once we receive the receipt we will process the reimbursment in 1-2 bd for the amount the cx paid minus the deductible of $AMOUNT via VIA in DAYS business days.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (LRI)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution to

[Resolution]: Pulled up the claim and set clear expectations with the agent about the LRI approval, cx will be refunded via check in 5 bd after the invoice is sent and verified

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Create a CED ticket for the customer
E.- The cx is aware a check will arrive in 5 bd for $AMOUNT
S.-
.
Subject: CED over my limit - CED #CED for $AMOUNT
.
Warranty:
CED Ticket:
Amount :
.
*** please make sure to include BOTH , Areli and Maya in the email ****
[email protected] and [email protected]
.
Reason why exception was made:
- Monthly Plan Refund
- Accessory Reimbursment
- High Risk Threat
- Warranty Refund
- AD Issue
- Shipment Reimbursment
- Exception over Payout
- Better Customer Experience
- Misinformed by Reseller
- Issue not Covered T&Cs
- Diagnostic Fee Reimbursment
- Lost in Transit
- Tax Refund
- Fast Cash Remaining Amount
- Deductible Refund
- Item Reimbursmet (Wty Canceled)
- Damaged in Transit
- Wrong Payment Method Proccesed

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (CED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to change the resolution to

[Resolution]: Pulled up the claim and set clear expectations with the agent about the creation of a CED ticket for the customer and to please aware the cx that a check will arrive in 5 bd for $AMOUNT

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (UPDATE ACCOUNTING TICKET)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because the cx has not gotten the payout yet
R - Update the accounting ticket by following this KBA 000035751
E.- The Cx is aware that a check will be received in 5 bd for $AMOUNT
S.-
.
Issue: Customer has not gotten the check yet
Correct name:
Correct mailing address:
Correct amount: $
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-TV/APPLIANCE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer requested to speak with a supervisor because REASON
R - Ask the agent that since the item covered is an appliance to please transfer this to the correct queue called TV/APP Escalations according to this KBA 000037652 and referred the agent to this KBA 000036624 to verify what Items the Appliance Team Handles.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-SPANISH)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R - Ask the agent that since the call is in spanish to please transfer this to the correct queue called Spanish Escalations according to this KBA 000037652.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (WRONG-THD ESCALATION)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- Agent NAME
A.- Customer was transfered to a sup because of the T&S alert on the account
R - Ask the agent that since the reseller of the item is The Home Depot to please transfer this to the correct queue called THD Escalations according to this KBA 000037652.
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (APPLIANCE-TECHNICIAN LEFT WITH NO REPAIRS)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No PER/PERD accurate to the scenario of this call so I selected the closest reason.

C.- NAME
A.- Customer requested to speak with a supervisor because the repair technitian left the location with the parts and did not fix the item at all.
R.- I followed this KBA 000026382 and followed the FTR procedure.
E.- Cx is aware our appliance support team will review the notes and follow up with the cx within one to two business days.
S.-
.
What date was the service technician out to the call?
Was the appliance working when the tech left the site or was it never repaired?
If repaired, how long after did the appliance fail?
What is the current issue/s you are experiencing now?
What parts were installed?
Did the tech take the parts with them?
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (REPLACEMENT)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because REASON
R - Set clear expectations with the customer about the REPLACEMENT resolution. The cx is aware that we will try to find the cx an exact replacement in new or like-new condition. If an exact one is not available, we will provide a similar model with similar features. We may require the cx to send back the damaged item and all original accessories before we ship the replacement. Once we obtain a replacement, this will complete the cx's Protection Plan.
E - Cx is aware that It usually takes us 5 business days to find a replacement and follow up with the next steps.
S -

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (LOST/STOLEN - CONSUMER CELLULAR)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

No PER/PERD accurate to the scenario of this call so I selected the closest reason.

C.- NAME
A.- Customer requested to speak with a supervisor because customer did not receive the replacement because it was lost/stolen
R.- Follow this KBA 000034815 on the section "File a retry for lost or stolen". The KBA and the actual FACA (OLD) have totally different information so I left the problem code of "because customer did not receive the replacement because it was lost/stolen" in the description
E.- Advise the Customer that they will receive a new replacement from Consumer Cellular in one to three business days via USPS Priority Mail.
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (DEDUCTIBLE WAIVED)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to let us know the cx is not happy with paying for the deductible again after he already paid for it once and the resolution was not succesful.

[Resolution]: Pulled up the claim and set clear expectations with the agent about the deductible being waived as a courtesy to the customer on this claim

-------CALL BACK on 12/26/2022 at TIME---------------

C.- NAME
A.-
R.- Called the cx back as promised;
E.-
S.-

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-GENERAL SUPPORT (CARRIER LOST PACKAGE)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

[Issue]: Agent called in to know what to do next as the package was lost by the carrier.

[Resolution]: Pulled up the claim and set clear expectations with the agent about following this KBA 000037171 and to warm transfer the Customer to the Escalation Supervisor Hotline to resolve the issue accordingly.

-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (CORE EXTENSION)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

C.- NAME
A.- Customer requested to speak with a supervisor because wants to do an extension on the time he has to send back the damaged item to us after the replacement one is received. This is for the Advanced Exchange resolution.
R.- Follow this KBA 000028850 and
E.-
S.-
.
-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-ESCALATION (EMAIL REFUND CONFIRMATION)-=-=-.-=-.-=-=-.-=-=-=-.-=-.-=-

Regarding your claim number CLAIM, we've diagnosed the item as beyond economical repair so we're processing your payment via Walmart Gift Card for the amount of $AMOUNT.

Please allow between 1 to 2 business days for you to receive the Gift Card by email.

Thank you,
Hugo,
Supervisor.