Mobile Hotspot and Phone as Modem (PAM) confusion

"Mobile Hotspot and Phone as Modem (PAM) confusion" was the title of the notice that went out Friday - to remind employees of the new Mobile Hotspot/PAM options when swapping devices. We covered the notice last month here.

Here's the details:

• On 5/18, Sprint Sales expired and restricted the historical $29.99 Mobile Hotspot and $15 Phone as Modem options. Specialists can no longer add these options.


• Customers wanting to add or change Hotspot/PAM service must choose from the new $19.99 2GB or $49.99 6GB Sprint Mobile Hotspot add-on options.


• Some customers are losing their historical Hotspot/PAM options when they swap to new devices.

Some specialists are not sure if customers can keep their historical Hotspot/PAM options or why they can‘t add the historical options after a swap.

• Set customer expectations that they may lose the historical Hotspot/PAM options when they swap to new devices.

When swapping between different device technologies:
Be aware that historical Hotspot/PAM options systematically expire when performing the following device swaps:

• 3G to 3G/4G WiMax or vice versa


• 3G to 3G/4G LTE or vice versa


• 3G/4G WiMax to 3G/4G LTE or vice versa

Tell customers that their Hotspot/PAM options expired and are not available for the devices they‘re swapping to.
They can choose from the current 2GB or 6GB options.

When swapping to same device technology:
Historical Hotspot/PAM options remain on subscribers‘ accounts when performing the following device swaps:

• 3G to 3G


• 3G/4G WiMax to 3G/4G WiMax


• 3G/4G LTE to 3G/4G LTE

When customers request to remove their historical Hotspot/PAM options:
Tell customers that the options they‘re choosing to remove expired and you can‘t add them back to their accounts.
If they want to add Hotspot/PAM in the future, they have to choose from the current 2GB or 6GB options.

"Early Upgrade Buy Up" replaced by "Upgrade Now"

I've receive *almost* as many questions about this over the past week as I did about the EVO LTE - and I was finally able to get an answer :) Here's the new official policy, that eliminates the "early upgrade buy up" (aka contract buy out) and replaces it with a new program called "upgrade now"

To provide a better customer experience and align Account Services with the same price points as Retail, we’re replacing the “Early Upgrade Buy Up” offer strategy with a new program called “Upgrade Now”. There will be 2 tiers for Upgrade Now fees, based on whether it’s an advanced or non-advanced device:

Non-Advanced Devices

• 09-11 mos. RLOF: $150 UPGRADENOW; CSM charge code: BUY150


• 12-14 mos. RLOF: $125 UPGRADENOW; CSM charge code: BUY125


• 15-17 mos. RLOF: $100 UPGRADENOW; CSM charge code: BUY100


• 18-21 mos. RLOF: $50 UPGRADENOW; CSM charge code: BUY50

Advanced Devices

• 09-11 mos. RLOF: $275 UPGRADENOW; CSM charge code: BUY275


• 12-14 mos. RLOF: $225 UPGRADENOW; CSM charge code: BUY225


• 15-17 mos. RLOF: $175 UPGRADENOW; CSM charge code: BUY175


• 18-21 mos. RLOF: $100 UPGRADENOW; CSM charge code: BUY100

Offers will continue to be targeted in sView/i-Care (Campaign: XU UPGRADE NOW) based on rebate life on file and other qualifying criteria.

Agents must discuss the buyback program with customers.
Retail stores will require the customer to use the buyback program on their old device (exceptions may apply), which in turns gives the customer an instant credit.
Important note: Retail will not be going live until 6/18/12.
Prior to 6/18/12:

• Account Services will handle the call business as usual the same way we’ve handled the buy up offer.


• Offers will need to be dispositioned as Offer Accepted/Declined based on the outcome.

After 6/18/12:

• Refer to nearest corporate owned store so the customer can take care of the entire upgrade process end-to-end without having to wait for their device to be delivered or their buyback credit to appear on the account.


• Important: If customer chooses to visit a store, disposition as Offer/Declined. The store will disposition the Accept during the fulfillment process.

Notes for Account Services:

• Familiarize yourself with the new tiers available based on device type.


• Review Targeted Offers to determine if customer is eligible for this offer.


• If customer is eligible:


• Educate on what the Upgrade Now program is, how it works, and options for completing the Upgrade.


• Position Buyback on every call (instant if going through retail or future bill credit if processed online).


• If prior to 6/18/12, handle the call business as usual the same way we’ve handled the buy up offer.


• After 6/18/12, discuss with customer benefits of visiting a store and provide an address to the nearest corporate store. If customer does not want to go to a store, then handle business as usual, the same way we’ve handled the buy up offer.


• Disposition the offer:


• If before 6/18, disposition business as usual based on the outcome of the call.


• If after 6/18 and you refer to store to have offer fulfilled, disposition as Offer/Declined. The Store will click Accept during the fulfillment process.

NBA Game Time for Sprint

NBA Game Time now offers new free features for Sprint iPhone customers:

• Live broadcasts of NBA games on ESPN Mobile TV


• In-game and post-game video highlights


• Real-time scores, stats and play by plays


• Real-time alerts and breaking news


• Schedules, previews and recaps


• Player and team stats and standings


• Team customization and dynamic interface


• NBA Game Time Plus features:


• Live home and away radio broadcasts for all games


• In-game video highlights

The app also provides NBA draft coverage and live stream and 20% discount on NBA League Pass Mobile.
NBA Game Time for Sprint is new for iPhones, so customers may call with general questions about the application and how to get it.

Cradlepoint MBR1200B router launches 6/10/12

On 6/10/12 Cradlepoint MBR1200B launches for $199.99 as a SKU refresh of the Cradlepoint MBR1200.
Cradlepoint MBR1200B is a robust 802.11n router with 3G/4G failover capabilities.
It‘s built for home, small business, and remote enterprise environments desiring continuous, always-on connectivity.



 
MBR1200B enhancements over the MBR1200

• Better compatibility with corporate VPN termination systems


• Supports IP Pass-through which is important for many enterprises


• Designed to handle future 4G modems


• Completely redesigned to improve usability


• Adds Modern Health Management (MHM) - monitors connectivity of 3rd party USB modems

Pricing and Plans:

• Sprint offers MBR1200B Router for $199.99


• Remember, this device is sold as an accessory and not eligible for equipment discounts.

Kyocera DuraXT launches in all channels 6/10/12

On 6/10/12 Kyocera DuraXT, a Sprint Direct Connect phone, launches in all channels for $69.99. This rugged phone not only meets Military Standard 810G, but it also can be immersed for 30 minutes in up to one meter/3.28ft. of water. It replaces the current Kyocera DuraMax.

Key features:

• 3.2 MP Camera w/flash and Camcorder


• Stereo Bluetooth 2.0 + EDR


• Powerful Speakerphone


• 2.5 mm Stereo Headphone Jack (Supports PTT Headsets)


• 32GB MicroSD Card Slot


• QVGA Display


• Enhanced User Interface.

Pricing:

• Sprint offers the Kyocera DuraXT for $69.99
  
  
  
  • $269.99 Original Price
  
  
  • -$150.00 2yr Savings
  
  
  • -$50.00 Mail-In Rebate
  
  
  
  

Upcoming LTE Announcements.. update...

For those wondering about the upcoming text message about the LTE announcements.... it appears it was put on 'hold' status.. unsure why, but I'll check tomorrow @ the office. But wanted to give you this screenshot so you know I'm not just making this stuff up LOL. So many people emailed me and commented about it, i figured it needed a response :) so stay tuned, I'll get more info tomorrow - but this was posted to the portal.

Sprint BIZ360: Adds Square & Fleetsafer; drops AirCharge/AirBlue Mini

Sprint BIZ 360 is a way to simplify solutions for small business customers. It also helps them customize combinations to optimize their business operations, virtually anywhere. Sprint BIZ 360 is constantly expanding to provide even more solutions to meet the emerging needs of small business customers.

FleetSafer and Square Mobile Credit Card Reader joins the Sprint BIZ 360 portfolio.

• FleetSafer Mobile is software for Blackberry and Android smart phones that automatically promotes safe, legal and responsible use of mobile phones.


• Square Mobile Credit Card Reader allows customers to accept all major credit card payments on their Android or iPhone with the Square Card Reader.

There have also been some modifications to the portfolio for existing features.

• The free 60-day trial for Sprint Workforce Locator and NextMail & NextMail Professional for Basic Version expires on 7/11/12.


• Sprint will focus on Square Mobile Credit Card Reader for its small business mobile payment solution instead of AirCharge and the AirBlue Mini mobile payment.

Sprint to offer SQUARE mobile credit card reader

Customers can now accept credit card payments on their Android device or iPhone with the Square Mobile Credit Card Reader accessory. Customers can add a tip, sign with their finger, and receive an electronic receipt via text or email. With affordable rates and lightning fast direct deposits, Square saves them money and gets them paid sooner. Customers can also review their sales history and resend receipts or issue refunds.

Features

• Fast setup: Customers just sign-up and download the app to begin accepting payments within minutes.


• Next day deposits: Take payments during business hours and Square will deposit your funds.


• Bonus! Square redemption offer is available for new Square account activations. $10 will be deposited into customers designated bank account.

Pricing and Rates:

• Square Mobile Credit Card Reader is available for $9.99.


• Rates: 2.75% per swipe for Visa, Mastercard, Discover and American Express.


• No merchant account, monthly fees or set-up costs.


• Manually entered cards cost 3.5% + 15¢ per transaction.

Requirements:

• iOS - Compatible with Apple devices running iOS 4.1 and up.


• Android - Compatible with Android devices running Android 2.1 and up.

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.