Notes
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Complete DMDR Notes
Wait for T&C Acceptance
Discuss correct and complete charges
Discuss fees
Discuss ID Upload - Driver's license. If customer receives error, crop and resize
Set Expectations there might be delay in delivery due to bulk / volume of orders
Check Order Status - how to track delivery
Device Activation Steps
Send PCN / SSO about order details and device activation steps
To set proper expectations, you will receive a Customer Service Summary (CSS) via email which includes the charges of each lines. However, that summary doesn't have any promotions and discounts that you are currently getting so that will be relatively higher than the usual. Moving forward, with all the changes we have made today, your bill is going to be $150 before taxes and fees only. Sounds good?
How to track order, you just need your order number and zip, to track the order: https://www.att.com/orders/checkmyorder
Terms and condition, you just need the number upgraded or the new line and the zip to accept the terms and condition: https://www.att.com/tnc
How to activate device, you just need to put in the wireless number and the zip code to activate the new device: https://www.att.com/activations
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