Samsung Galaxy III Color Description Issue (Fixed)

A system issue caused the Order Confirmation email to display the incorrect device color, price and phone model on sprint.com and Telesales pre-orders e-mail confirmations.

• A table update that corrected the issue was pushed into production at 9 a.m. Central time this morning, however, some customers who ordered before the update will be asking about the error.


• Concerned customers are calling or chatting requesting to cancel their pre-order.

 

• Order Support:
  
  
  
  • Explain to customers that placed the pre-ordere on the web:
    
    
    
    • The email content is incorrect.
    
    
    • Customers will receive the color and model that they selected online.
    
    
    
    
  
  
  • Explain to customers who ordered through Telesales:
    
    
    
    • We are aware of the issue.
    
    
    • We will need to cancel the original order and place a new order.
    
    
    • We will ensure that they receive their intended device model and color, at the price listed in the order confirmation.
    
    
    • Transfer the customer to HD/Escalations.
    
    
    
    
  
  
  
  


• Help Desk/Escalations:
  
  
  
  • Cancel any original order created by Telesales and rekey appropriately.
    
    
    
    • For any order that is rekeyed, explain to customers we will make sure they receive the device requested at the price discussed at Point Of Sale (POS) and listed on the Order Confirmation.
    
    
    • We will not expect customers to pay any price difference if undercharged on the original order.
    
    
    
    
  
  
  • Use systems appropriately to place a rekey for the device, leveraging ADJEQX Adjustment to ensure customers are paying the correct amount where they were originally undercharged, based on POS price communicated with the original order.