This article might help agents to determine the different scenarios in which they have to refer customers to the Technical Support department to get further assistance.
- If the customer's phone is having any kind of technical issue, such as not turning on, not charging, not receiving a good signal, etc. and the application is Enrolled and Active, agents will have to refer customers to the Technical Support department.
- If customers have any kind of issue with their monthly minutes and the timeframe for receiving those is already past due, agents will have to refer customers to the Technical Support department.
- If the application is Enrolled and the customer wants to get a replacement phone because the initial phone is broken, was lost or stolen, agents will have to refer them to the Technical Support department to verify what their options are to continue with the service. If Tech Support cannot provide a replacement, the applicant can cancel the account and try reapplying again to see which are the options available.
- If customers want to upgrade their phone and the application is Enrolled, agents will have to refer them to the Technical Support department for further assistance.
In this case, agents might as well refer customers to the Safelink website for further information. However, they have to inform them that they will get a more complete assistance contacting the Tech Support department.
- If customers want to return a device, agents have to refer them to Tech Support to request a return envelope.
- If applicants apply through BYOP and the account gets Qualified, but they want to receive a new phone since they don't have one, agents should refer them to Tech Support for further assistance once the account gets Enrolled.
If a customer requests a phone with specific characteristics because of a medical condition or any other impediment, the agent can refer the customer to Technical Support for that department to handle the case. Customer Care agents must not provide further information than the phone number. Those inquiries are to be handled only by Tech Support.