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^All phones within 15 days are eligible for direct defective exchange. 30 minute rule only applies for Buyers Remorse / Buyers Preference.

If a customer comes back on day 16 and says their charger doesn't work, the phone with charger must be sent out. If a customer comes back on day 14, you would exchange the entire phone and contents...

Many car companies also do not give free rentals when your expensive car is in for repair unless one prepays for their extended warranty.

As for the included accessories....car chargers, home...

I never lie to customers. I tell the customers what the fee is for like diamond elite has. It's all about presentation.

It's all about how the fee is presented. I'll be honest, 90% of reps suck at presentation when it comes to these negative changes ;)

I am pleased with the feedback I am hearing from all the stores regarding the loaner phone program. It seems to be working well. Yes there is that 1/50 customer who complains about the $10 admin...

^Better than "your OTC is backordered with no hopes of an ETA"....every customer gets a resolution now.

Program will launch nationally tomorrow.

^At least with the repair program, customers are guaranteed results...as opposed to OTC where stock levels varied by location.

10 minutes plus time they spend waiting in line

^Yup... pilot stores have had some issues with stability in the system..its slowly improving!

As one of the "experts" on the program, I am offering to be the expert in this thread for employees only.

If anyone here who will be starting this new program next week has any questions, please,...