T-Mo care reps, I need one of you to help me help a customer!
I'm an RSR at a corporate store, just to clarify. I have a customer with a Nokia 3650 that is malfunctioning; we've done troubleshooting, and it definitely is a warranty issue. He has a valid warranty still on this hanset, and he has had it replaced at least once before.
Here is the problem: this phone is no longer available through our warranty exchange program. We were referred to Nokia, but here is the other problem: when he previously ordered a warranty replacement we apparently sent him a refurbished European version of this phone. Nokia USA will have nothing to do with these. I've called back in to customer care to see if we can work something out, and I'm basically being told "tough luck".
As far as I'm concerned, this ...
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Here is the problem: this phone is no longer available through our warranty exchange program. We were referred to Nokia, but here is the other problem: when he previously ordered a warranty replacement we apparently sent him a refurbished European version of this phone. Nokia USA will have nothing to do with these. I've called back in to customer care to see if we can work something out, and I'm basically being told "tough luck".
As far as I'm concerned, this ...
(continues)
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Tried sending a PM, but your profile doesn't allow it. The variables in this situation will affect how you go about tackling it--how close is the customer to his contract date, how many times has the phone been exchanged, etc. I'd venture to say that if you were to put on your very nicest manner and got a capable, sympathetic rep, your chances of getting a deal worked out for this customer would be pretty good. It might take a bit of work but there are policies in place to take care of these situations.
Was that diplomatic/discreet enough for an open forum? 😉
Was that diplomatic/discreet enough for an open forum? 😉
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I hear ya cluckin' big chicken... but I've even had my female co-worker call in twice and be really sweet about it. The customer is actually eligible for an upgrade, but that is really beside the point, I think. Also, he's had it exchanged once before. I don't know, it seems like we have a huge number of newbie CC reps right now, and that isn't helping.
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You should have access to Streamline as a T-Mobile Sales Rep. One creative solution to this particular situation is to do an Advanced Exchange for the customer. When you receive the pop-up telling you about the unit no longer being supported you are given a drop down box to choose the phone model. Choose the Nokia 3660. CC will ship a Nokia 3660 just as they normally would send a 3650. The customer still needs to send back their original Nokia 3650. The replacement handset would carry the normal 90 extended warranty. Good Luck.
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