PREPAID: Virgin Mobile iPhone Q&A (Internal Doc)

This is going out to the Virgin Mobile folks - Q&A: iPhone Coming to Virgin Mobile

Download: FINAL APPROVED AERO QA edits for the field II

or view below:

[scribd id=96329930 key=key-rkc71w638bt116lfajm mode=list]

New Sprint phone number change fee $15 - 6/10

This is just a reminder for most, as this has been discusses before: $15 to Change Sprint PTN (other than online), but this went out to most care reps today:

Effective date: 6/10/12

Sprint has developed a brand new functionality on mysprint.sprint.com, effective 5/24/12, that allows customers to change their mobile phone number for free. Customers who continue to choose to change their phone number through a live specialist or retail store are now charged a $15 fee.
Exceptions:

• CL customers using Enhanced Account Manager (EAM) can continue to use EAM without being charged a $15.


• Temporary number assignment for a port in.


• Public Sector or Federal

Sprint wants to encourage our customers to take advantage of the self-service tools we‘ve developed for them.

Based on recent competitive research, we believe the top 3 major competitors all charge a Phone Number Change fee.

• AT&T - Retail, Web and Care: $36


• Verizon - Retail and Care: $15 / Web: $0


• T-Mobile - Retail and Care only: $15

Make sure customers understand they will be charged $15 per phone number changed.

• Complete the phone number change transaction.


• Apply a Sub-level charge code: PNCHGA ‘Phone Number Change’ for each number changed.

UPDATED TO ADD:

• The Phone Number Change Fee applies to Market Transfers however the customer can process Market Transfers via sprint.com for no charge.


• This is not an Early Termination Fee (ETF) waiving event.as the Service Plan Guide (SPG) contains DISCLAIMER LANGUAGE - “Additional charges may apply for phone number changes”. Reference Sprint General Terms and Conditions of Service.

Bango available for purchasing select digital goods and services

Bango is a checkout payment option at participating retailers and social networks. Customers can purchase select digital goods and services, like games and media applications, from select merchant websites or within merchant applications and charge it directly to their Sprint bill.

Customers:

• Shop from a computer, a mobile device or within a previously downloaded application


• Must have the phone available to complete the purchasing process.


• Have a $25.00 per line per calendar month limit for Bango purchases.


• Must be a Sprint customer with an active CDMA PTN.


• Must be in good standing, not in collections.

Customers can’t:

• Have all SMS text messaging blocked.


• Have premium content purchases blocked.


• Be flagged as fraud, lost, or stolen.


• Have exceeded any applicable Account Spending Limit (ASL).

Service is not available for Corporate Liable and iDEN customers

Samsung 4G Epic Touch offer for CL/SmallBiz: $50 MIR + $175 Port Credit

Hey... not all posts can be as exciting as launch details - LOL...

Samsung 4G Epic Touch offer for Small business Corporate Liable (CL) prospects 1-74 employees

Effective 6/7-6/30, small business CL prospects with 1-74 employees will receive a direct mail offering the Samsung 4G Epic Touch with a $50 mail-in rebate with a 2-year agreement and up to $175 port-in credit.

In the mailing, they are directed to BISO, sprint.com or their nearest Sprint Store to take advantage of the offer.

PREPAID: Virgin Mobile to Launch Apple iPhone 4 and 4S on 6/29

A press release was distributed today announcing the release of the Apple iPhone 4 and 4S which will operate on Sprint’s 3G network for Virgin Mobile USA.

• Both versions will be available on June 29.


• The Apple iPhone 4 will be available for $549.99 (excluding taxes).


• The Apple iPhone 4S will be available for $649.99 (excluding taxes).


• Both versions will be available at RadioShack, Best Buy, select local retailers as well as at www.virginmobileusa.com.


• Requires one of the current Beyond Talk plans ($35/$45/$55 plans)


• Customers can receive a $5 per-month plan discount when they register for automatic monthly payments with a credit card, debit card or PayPal account, making iPhone available for as low as $30 per month.

Cancellation of Samsung Galaxy S III pre-orders supported

For those 'just-in-case' scenarios... once again, cancellation of pre-orders will be supported. This is partly in response to the problem earlier today.

• Requests to Cancel Pre-Orders in Fulfillment Hold for the Samsung Galaxy III will be supported.


• Escalations is supporting cancellations of pre-ordered Samsung Galaxy S III devices until the window of opportunity to cancel expires.

Window of Opportunity:

• The window of opportunity is the time period customers have to cancel pre-orders and is determined by warehouse activities.


• The window closes when inventory is received by the warehouse and preparations begin for order shipment.


• Once the window closes, the opportunity for customers to cancel their pre-order ends and no further cancellations can be supported.


• This can cause customers to be dissatisfied, and must be explained in terms of warehouse limitations

While pre-order cancellations are being supported:

• OS specialists:
  
  
  
  • Until further notice, transfer customers wishing to cancel a Pre-Order for the Samsung Galaxy S III, per existing documentation, to Escalations/Help Desk.
  
  
  
  


• Escalations specialists:
  
  
  
  • Follow existing process to support requested Cancellations.
  
  
  • DO NOT force the order to cancel, but instead wait for the system to complete either a successful (order falls to ACA) or unsuccessful cancellation (order falls to AEQ) and then follow existing processes through to completion
  
  
  
  

• After the window of opportunity to cancel has passed:
  
  
  
  • For ESCALATED scenarios ONLY, where customers threaten legal action or continued escalation, engage your Vendor Manager and Program Manager.
  
  
  
  

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.
  
  
  
  

CL Customers can get $100 Visa Prepaid for ZTE & HTC Tablets

• CL (Corporate Liable) customers can buy either a ZTE Optik tablet for $99.99 or an HTC EVO View 4G for $197.99 and get a $100 Visa Prepaid Card.
  
  
  
  • ZTE Optik: Free with Visa Prepaid Card
  
  
  • HTC EVO View 4G: $97.99 with Visa Prepaid Card
  
  
  
  


• To get the $100 Visa prepaid debit card the customer must register for the credit on www.sprint.com/promo and enter the promotion code C1523L.
  
  
  
  • Promotion is limited to up to 10 per account.
  
  
  • Line must be active for 30 days before reward can be given.
  
  
  • Customers will get their $100 Visa prepaid debit card 8-12 weeks after registering.
  
  
  
  

 

PREPAID: The June Times

A lot of people have been asking for some pre-paid info, too - so here you go. The 'prepaid' tag will be used for easy filtering of prepaid items.

Here is the June Times - for prepaid info / upcoming stuff:

Download: Times June National Retail r4 - ISN

or view below:

[scribd id=95998937 key=key-13tg2nkt7yx97bc76v1c mode=list]

Nextel Network Coverage Changes - Cincinnati, Cleveland, Columbus, East Kentucky, West Kentucky, Pittsburgh, and West Virginia

The weekly iDen Thinning update:

• In preparation for Network Vision, Network Ops will continue decommissioning a number of existing iDEN towers throughout the country, the evening of 6/6/12,  in the following markets: Cincinnati, Cleveland, Columbus, East Kentucky, West Kentucky, Pittsburgh, and West Virginia.

Markets scheduled:

• Tower decommission of the following markets is scheduled :
  
  
  
  • 6/7/12: New York City, Northern Conneticut, Northern Jersey, Southern Conneticut, Long Island, and Central Jersey
  
  
  
  


• Tower decommission continues every Monday and Wednesday evening through July.

Network Vision:

• Decommissioning eliminates excess capacity and has minimal customer impact.


• Retuning/decommissioning towers WILL NOT shutdown the iDEN market service in 2012.


• Customers who rely on in-building coverage near a decommissioned tower may experience in-building signal strength changes but street/in-car coverage should remain the same.