Guest Received Broken Product

Authored by: Support.com Tech Pro Team

1. Verify

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Is the product actually physically damaged or broken or does it just not seem to be working correctly?

2. Verify Cause

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please verify that the guest received the device in a damaged state.

3. Purchase source

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Was the product purchased in store or online?

4. Guest Relations

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please transfer the guest to Guest Relations at 1-800-440-0680

Don't forget to mark steps complete as you go through GPs.

5. See Support Journal

6. Disposition

Disposition the Session

1. Ask the guest if they would like to participate in a survey for the service they received.

If the guest accepts, warm transfer them to 1-855-302-1599, enter the Session # from this Cloud session and then complete the transfer ensuring the guest hears the rest of the IVR prompts. Do not give the guest the aforementioned phone number. That number is only intended for us to transfer to.

2. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

3. Click Done in the left pane

4. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back

7. Return to store

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please advise the guest to take the damaged product back to the store for an exchange.

Don't forget to mark steps complete as you go through GPs.

8. Protection Plan

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Does the guest have a Protection Plan?

9. Date of purchase

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

When was the product purchased?

10. SquareTrade

Transfer the guest to SquareTrade at 1-877-498-7381

Please note: This number is only intended for agent transfers. If the guest does not wish to be transferred or would to prefer to call them directly at another time, please provide them with the guest facing number which is 1-844-440-8777.

ShoreTel Flex Warm Transfer/Conference Call Steps

Don't forget to mark steps complete as you go through GPs.

11. Asurion

Transfer the guest to Asurion at 1-866-469-6356

ShoreTel Flex Warm Transfer/Conference Call Steps

Don't forget to mark steps complete as you go through GPs.

12. Verify type of damage

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Did the device get physically damaged in the guest's possession, E.g. they dropped it or did it just stop working?

13. Recommend Replacement

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Empathetically inform the guest that we cannot assist them with a product that was physically damaged after purchase and offer to assist them in finding an applicable replacement.

Don't forget to mark steps complete as you go through GPs.

14. Within 30 days?

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Was the product purchased within the last 30 days?

15. Refer to OEM

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Please refer the guest to the OEM for support and offer to assist them with finding a replacement.

Don't forget to mark steps complete as you go through GPs.

16. Select Appropriate GP

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Let's see if we can get it working for the guest.

1. Mark this Guided Path complete by clicking Done.

2. Click the Start a New Activity icon at the top of this session window

3. Drill down through the Categories in the left pane to select the appropriate Guided Path in the right pane and click Start Path

Don't forget to mark steps complete as you go through GPs.