Best Buy Post-Training Questions PDF

**[Post Training Questions]** 1. Explain what will happen if a customer completes a service request for each of the following plans: a. Replacement Plan - *This plan works by replacing the customer's product in the form of an electronic gift card. We will set this up in our system, f...

**[Post Training Questions]** 1. Explain what will happen if a customer completes a service request for each of the following plans: a. Replacement Plan - *This plan works by replacing the customer's product in the form of an electronic gift card. We will set this up in our system, first we will send the customer an email containing a link to print a prepaid return shipping label. They will need to package up their device, return it to us using the prepaid shipping label. Once we receive the product back, we will email the customer a Best Buy gift card for the original purchase price of the product plus taxes.* *Once the customer receives their gift card their plan will be deemed fulfilled and will automatically cancel. * b. Protection Plan for a laptop *This is a carry in plan. This means the customer has two options for assistance.* *Option 1 - go on Portal, and Geek Squad City receives the Service Request and sends the customer a return box with a UPS shipping label. The box/laptop is then shipped to a repair depot. The repair depot inspects, diagnoses, repairs and tests the laptop. Once it is repaired and in working condition, the laptop will be shipped back to the customer. The customer can follow up on the status of the repair in the self-serve portal. If the laptop is not able to be repaired, the repair depot will send information to the Best Buy store to facilitate a like for like replacement in-store.* *Option 2 - take the product to the store, the store will determine if they can fix it onsite. If they are unable to, the store will arrange to ship it to Geek Squad City for repair. The repair depot inspects, diagnoses, repairs and tests the laptop. Once it is repaired and in working condition, the laptop will be shipped back to the customer. If the laptop is not able to be repaired, the repair depot will send information to the Best Buy store to facilitate a like for like replacement in-store.* c. Protection Plan for a Washer *The customer will get an appointment date and time to have the washer diagnosed and serviced in-home when the service request is being completed, or if an appointment is unable to be generated, a service center will contact the customer within 24 hours with an in-home appointment date/time.\ The service tech will visit the home on the appointment date and determine if the washer is repairable. If so, they will repair it. Repair centres are provided with an authorization amount by Assurant. When they do their diagnostic, they will then calculate an estimate of how much the repair will cost. If it is under the authorized amount they will go ahead and order parts and complete the repair. If over the authorization amount, they will send the repair estimate to Assurant to be adjudicated.\ If the washer is not economical to repair a report will be sent to the customers local Best Buy store and they will contact the customer within 5-7 business days to make arrangements to have the washer exchanged.* d. Protection Plan for a Cell Phone *When a customer has completed a Service Request for a Cell Phone Protection plan what will happen will determine the type of exchange being completed. \ \ Standard - When a customer has completed a Service Request for standard exchange the customer will be shipped an empty box with shipping labels via UPS to send their defective device to a service center for inspection. The device must be unlocked, have data removed and backed up, storage/sim cards removed from device, and no accessories returned with their device. If they are not removed, they will be destroyed and will not be able to be returned to the customer.  The item will be inspected by the service center and repaired, to be returned to the customer. If the item cannot be repaired a replacement device will be mailed to the customer instead. The replacement device will be a refurbished comparable device.  The customer has 30 days to return their defective device before their request is cancelled. The customer will be emailed with status updates on their shipments and have access to update via the portal. \ \ Advance - When a customer has completed a Service Request for advance exchange, they will be shipped a replacement device and an empty box with shipping labels via UPS to return their defective device. The device must be unlocked, have data removed and backed up, storage/sim cards removed from device, and no accessories returned with their device. If they are not removed, they will be destroyed and will not be able to be returned to the customer. The replacement device will be a refurbished comparable device.  The customer must return their defective device within 15 days of receiving their replacement device or the customer will not receive a refund of their Advance Exchange Deposit. The customer will be emailed with status updates on their shipments and have access to update via the portal. * 2. What's the difference between CNT2 and CNT3 when selecting a contract? *CNT 2 will be selected and used if the customer calls within the first 2 years of their date of purchase for their monthly billed protection plan. \ CNT 3 will be selected and used if the customer calls within the third year onward from the date of purchase for their monthly billed protection plan. * 3. What should you do if the address on the customer's account is a Best Buy store address? *Ask the customer for their physical address and update the account after we have authenticated their name, email, phone number and GCID* 4. Can you help a customer who is not the name on the account? *If a customer can verify the name on the account, full address, and email address, we can assist the customer. The only things they cannot do are cancel the plan and initiate the plan transfer.* 5. What are the three main pieces of information we check when validating a contract? a. *Is the plan active? / Purchase date* b. *Is it under the MFR Warranty?* c. *Is the cx up to date with payment?* 6. If a customer is calling to make a catch-up payment, what else should we check if we need to do? *Check if their current MOP is valid or if it's no longer valid and needs to be updated.* 7. If a customer is calling to update their method of payment, what else should we check? *Check if the account is active and if there were any missed payments* 8. If the customer is getting a refund, how is the refund applied? *Most refunds go to the MOP on file, however, if the plan was purchased lump sum, then the refund would go via cheque.* 9. What happens when a customer's credit card expires? *Their payment(s) will no longer be processed, and they will need to update the MOP on file. The system will auto suspend the account and advise the cx via email. An email is sent 30 days later to remind the customer to update their MOP. After 3 missed payments, the account will cancel.* 10. How many payment attempts would we make within a month if the customer is past due? *If the customer has an outstanding balance: Once we have successfully collected a monthly payment, we will attempt to collect up to 3 outstanding monthly payments every 4 days for a maximum of 4 monthly payments in a single month.* 11. How do you know if a dispatch was completed on a Service Request? *The incident will show a note titled:* Dispatch Record Inserted *\ You would also see the service depot address under Servicer Information.* 12. What is the only piece of QSA that is dealt with by Assurant? *Cosmetic damage within 30 days of delivery.* 13. What types of products does Assurant support as a manufacturer? *Insignia and Dynex (for all models). Sharp, Toshiba, and Pioneer for select TV models.* 14. If a customer asks for a refund of a service fee on a cell phone plan, can we refund this? *No. This is stated in the T&C. However, if a service request is canceled after collecting the service fee, we can refund it.* 15. What would you check if the customer was disputing a past due payment? *Check to see if there was a catch-up amount under the Payment History tab in SMART and check if there were any declined payments under the Payment History tab in SMART.* 16. If a customer has an Exclusive Brand and is eligible for a service request, how you would submit this? *To submit the request, we would create an incident with no plan including the serial \# of the unit, purchase price, GCID/Invoice \# and a detailed summary of the issue.\ The incident would get submitted to the Data Entry queue so they can create a contract for the customer. We then advise the customer that someone will contact them within 2-3 business days to complete the service request.* 17. What type of service request is eligible for a rework? *Reworks cover a repaired product from mechanical malfunction within 90 days of repair.* 18. What is the difference between a Service Fee and a Service Recovery Fee?   *A service fee is a tiered charge based on the cost of the device and is charged for completing a service request. Within the first year, the service fee is only charged on physical damage service requests. After year one the service fee is charged on all service requests except reworks.*                                   19. What application would you use to request a manual charge if ADT is not asking for payment when dispatching for service? *NOL -- Not Online* 20. What happens if an incident over 120 days old is placed in a queue? *Nothing. They will not be actioned, and it will cause major delays. The incident is too old. A new incident will need to be created.*