vB Easy Archive - Accessory Replacement

Pages: 1

Accessory Replacement
(Click here to view the original thread with full colors/images)

Posted by: scikotc84

One thing I've never been clear on is warranty accessory replacements. As a CSR, we're told to send them to a COR store if it's under warranty. Well what if it's a battery or something for a phone we don't have anymore. Most people call back and tell me the store didn't have it and couldn't help them. I had a store rep send me a link to a form he had where the store reps are supposed to fill out the info about the phone and have it shipped. We don't have anything like that. I usually end up having to tell the customer to buy it and fax me the receipt and credit the account. So what is the process?

Posted by: stlsingledad

One of the things we get irritated at most is people coming in from being told by customer care that a COR store can solve the problem. However, for the CSR's I'm sure it's tough to do anything else to try and help. Yes, we do handle warranty accessories if we have them, and if we don't we can use direct fulfillment. In the case where it is no longer available through direct fulfill, then we usually know a 3rd party vendor that carries older batteries etc. So I suppose sending them to COR is the best option, because at least there are 3 possibilities of getting something done.

Posted by: scikotc84

Right. Well that's just what we're told to do for defective accessories under warranty. I can transfer them to accessory sales if they wanna buy it. It's tough because some people refuse or can't put the money out up front even if we're gonna reimburse them for it on their bill. Using direct fulfillment, they're still gonna have to pay up front. The link I was referring to was an accessory warranty replacement form. No charge to the customer. It's probably been a year since I've seen it so who knows now. Didn't know if anybody here was familiar with that.

Posted by: ivwshane

Beware that some stores (like mine) will not honor any warranty replacement for items not purchased from at&t directly.

So if a customer buys a phone from best buy and is having battery issues then they need to go through warranty exchange or through best buy. This is especially true with accessories like memory cards, chargers etc.

The reason for this is because these items are coming directly from our inventory which means we lose a sale and it doesn't make much sense to support customers that purchased items from third parties when those third parties are the ones that should be taking care of them.

Sim cards being the exception, however make sure customer are aware that the account holder has to be present in order for use to change the sim on the account.

Posted by: ivwshane

Quote:

Originally Posted by scikotc84

Right. Well that's just what we're told to do for defective accessories under warranty. I can transfer them to accessory sales if they wanna buy it. It's tough because some people refuse or can't put the money out up front even if we're gonna reimburse them for it on their bill. Using direct fulfillment, they're still gonna have to pay up front. The link I was referring to was an accessory warranty replacement form. No charge to the customer. It's probably been a year since I've seen it so who knows now. Didn't know if anybody here was familiar with that.

I'm familiar with it, its accessible directly from opus's "quick links". I could email you the link if you like.

Posted by: SoCal91302

Quote:

Originally Posted by scikotc84

Isn't it ironic how a communications company has so much miscommunication. We, as COR reps, can order accessories free of charge for the customer through the warranty accessory website. For those that do not know about it, it's under the links section in OPUS, for one. Even accessories that we carry online but not in-store can be ordered. This website has been around well over two years, and at one point it did not even require a login. This may be one of those BS things that varies by market. Most of the newer reps (less than 1 yr) do not know even about it.. but can show you 10 different ways to rip the company off to add to their commission. Shows you where management stands on customer service, doesn't it.

Posted by: ATnt-RSC

Best solution I've experienced is for the CSR to call the store to see if they have the item in question stocked, and if not, whether or not it can be ordered.

Posted by: socosurf4

We have a direct warranty accessory site that we are able to access if we do not have a particular accessory in stock. It is shipped to the customer for free.

Posted by: classylady78

Customer service can't do a direct fulfilment order? Like pp have said it is free for the customers.

Posted by: socosurf4

As a RSC, we can do it in the store. I dont kow about customer service reps over the phone however...

Posted by: scikotc84

Thanks for the responses. We in customer care can't fill out any form for a free accessory. In fact we don't use direct fulfillment anymore. We use system x. I'm glad to see most people here can do it as i was led to believe. I guess i just get the calls from people who don't know. I've spoken with COR reps who've told me they don't have it and no way of ordering it. Thanks for the clarification.

Posted by: krisguy

Quote:

Originally Posted by socosurf4

We have a direct warranty accessory site that we are able to access if we do not have a particular accessory in stock. It is shipped to the customer for free.

This site is actually my first option, since warranty phone replacement would be XBM anyway, plus, it's documented that the store tried to replace the accessory, and it shows up in the notes in OPUS. Great for tracking these sorts of things.

Posted by: trenen

Quote:

Originally Posted by krisguy

only thing that sucks about that...(at least at my location) you can't order more than one item at a time.