Assistance would be much appreciated.
Had a customer who was charged full retail price for a phone, even though it was replaced by the insurance (it was lost, so there was no damaged handset to return). He should only have the $50 non-refundable deductible to pay. It was a phone that is not normally insured, but he had it on the account and had been paying the premium. It was a one time courtesy replacement followed by the cancellation of his insurance.
I called Customer Care to have the charge reversed, and the rep said that it probably wouldn't be because it was a 'normal' charge. But she said a supervisor would have to credit the account. Had no help there, and the customer is cool about it. He just wants a charge that was placed in error removed from his bill.
Ca...
(continues)
I called Customer Care to have the charge reversed, and the rep said that it probably wouldn't be because it was a 'normal' charge. But she said a supervisor would have to credit the account. Had no help there, and the customer is cool about it. He just wants a charge that was placed in error removed from his bill.
Ca...
(continues)
...
Are you sure he did insurance and not the warranty replacement program? If that is the case if the phone was not covered under warranty he would have been charged and they won't waive those fees. ☹️
...
I'm with lock\line, and we did the replacement 3/21/05.
It's not the first uninsurable phone we've replaced for 'slipping through the cracks' and being insured, but it's the first I've seen that the customer has been charged for it.
It's not the first uninsurable phone we've replaced for 'slipping through the cracks' and being insured, but it's the first I've seen that the customer has been charged for it.
...
themike314 said:
I'm with lockline, and we did the replacement 3/21/05.
It's not the first uninsurable phone we've replaced for 'slipping through the cracks' and being insured, but it's the first I've seen that the customer has been charged for it.
I've seen it many times on the blue side.
...
themike314 said:...
Had a customer who was charged full retail price for a phone, even though it was replaced by the insurance (it was lost, so there was no damaged handset to return). He should only have the $50 non-refundable deductible to pay. It was a phone that is not normally insured, but he had it on the account and had been paying the premium. It was a one time courtesy replacement followed by the cancellation of his insurance.
I called Customer Care to have the charge reversed, and the rep said that it probably wouldn't be because it was a 'normal' charge. But she said a supervisor would have to credit the account. Had no help there, and the customer is cool about it. He just wants a charge that was placed
(continues)
...
austin316 said:
If the insurance was added but the phone is not covered under insurance, he would get charged back for the cost of the phone, or he did not return the phone, as lockline, like the Warranty program, if you have a defective phone, and don't return it, then you get a chargeback for the replaced phone.
That's not correct. We (lock\line) will replace the phone if it's on the account, verified and the customer has paid at least one month's premium for the phone. This has nothing to do with Warranty, and the customer lost the phone so there was not one to be returned.
...
themike314 said:
That's not correct. We (lockline) will replace the phone if it's on the account, verified and the customer has paid at least one month's premium for the phone. This has nothing to do with Warranty, and the customer lost the phone so there was not one to be returned.
Well i've dealt with managers at lockline, are you one? The reason i know has been due to recent increase of fraud, where customers buy new phone, wait the waiting period, claim its stolen and then file a claim then sell the original, and with gsm phones you don't have to call in to acitvate them, just pop the sim in.
...
themike314,
Does Lockline drop Orange customers after 2 claims in a year , the way its done in Blue?
Does Lockline drop Orange customers after 2 claims in a year , the way its done in Blue?
...
Yep. After the 2nd replacement in a 12-month period, the insurance is cancelled. Re-enrollment isn't available for 12 months from the 2nd replacement date/receipt of the 2nd replacement phone.
...
