Confirming the unit serial number if the case is related to an error/troubleshooting step
Starting July 5th, all frontline agents (voice, email, or chat) are required to confirm the unit serial number if the case is related to an error or troubleshooting step.
May I please confirm the serial number of your unit?
This action will help us track any trend with defective units and will give us more insights into it.
PHONE
At the time you are requesting the customer's POP information, you must confirm the serial number or during the Techsee session, you can either take a picture while in the live session or verbally request to update the customer's ticket in C4C
CHAT
At the time you are requesting the customer's POP information, you must confirm the serial number. Please send the link for the file request for the customers to upload the picture and have this as an attachment in the ticket or just update the product information once the chat finishes and the ticket is created.
At the time you are requesting the customer's POP information, you must confirm the serial number. You can request a photo along with the POP or update the product information if the customer provides this info within the email body.
Don't forget to add this information to the product section of the ticket.
Remember, the serial number, besides being the last resource to validate the warranty, provides us with helpful information about the unit.
BO TEAM MUST NOT REQUEST THE SERIAL NUMBER IF THIS WAS NOT DONE AT THE FIRST CONTACT OF THE INTERACTION, AS IT IS NOT RELEVANT TO PROCESS THE REPLACEMENT OR REPAIR ORDER WHEN THE WARRANTY WAS ALREADY VALIDATED WITH A POP/ECOMMERCE ORDER.
ALL LOB’s
IF THE SERIAL NUMBER IS BEING USED AS A SOURCE OF WARRANTY VALIDATION (POP), IT IS A MUST TO HAVE THE CORRECT INFORMATION. YOU ARE STILL REQUIRED TO REQUEST THE SCREENSHOT OF THE LABEL OR USE TECHSEE TO TAKE THE PHOTO AS A BACKUP THAT WAS CONFIRMED CORRECTLY.
COMPLIANCE IS EXPECTED!