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Best Buy Mobile Services Refresher Quiz - Part 1

Claire Atkinson decided to return the replacement devices. She received the Redo 1400001on 09/02/2017. She mailed the replacement back and is in transit. It is scheduled to arrive on Friday, 09/08/2017, by end of the day. Can Claire still get her $163.30 back?

No. We cannot cancel orders with redo.

Yes. As long as customer returned the replacement devices within 30days and no IRF charges.

No. We can only refund Ineligible return fees.

Yes. But customer has to wait for a callback.

Based on Claire’s scenario, she called today and the return package still in transit. What should the agent do?

Dispatch it to AE Refunds using the AE Refunds template. Educate customer to wait for 3-5 business days for the credit to post.

Dispatch it to BizTeam for refund and advise customer that she will be receiving a callback within 24-48 hours.

Fill an AE Refunds template, save it to Wipbin and forward the case to RnR. RnR Team will track the shipment and will submit a request once the package was delivered.

Advise the customer to call UPS.

Robert Schmidt called to ask for a replacement due to his Samsung Galaxy S8 was dropped and the screen cracked. He purchased his phone at BestBuy last year for an upgrade promotion of $1 from Sprint with ADH plan included. Why is his service fee amounting to 199.99 (plus applicable tax)?

This is incorrect. Customer should not be paying any service fees.

He only needs to pay 149.99 for the replacement claim.

It is because the phone’s retail price upon purchase was 799.99.

Customer only need to pay the fee and without tax

Allan Stronghold called today to ask the status of his claim placed on 7/30. He was frustrated since up until now he did not receive a replacement phone. What will be your next move?

Check if the order was cancelled.

Check if there’s funds issued already.

Dispatch directly to BizTeam for order follow up.

Advise the customer to go online.

Arianna called today to ask where is the gift card that was promised to her. She was told that she will be receiving a gift card and she can’t find it in her email. Her email address is ariannacutie@gmail.com. Where is the gift card now and what to do next?

Dispatch to GC Cancel for resend.

This was processed as a physical gift card since there’s no valid email registered on the account when the fund was created.

Have the customer check her spam folders/junk mail or search in her inbox by typing ‘customercare@bestbuy.com’

Refer the customer to the store so that she can get help on searching the gift card on her email account.

Based on Arianna’s case, when will she receive the physical gift card?

3-5 business days from Sent date

10-12 days from Received date

Customer already received it on 09/01/2017 04:03:22

Until she receives a callback

Arianna claimed that she living in MN for months now. What will you do for her to receive the gift card?

Dispatch a GC Cancel to the BizTeam

Tell the customer to have someone mail the gift card from her place in Arizona.

Dispatch a Cancel/Reissue request to the GC Cancel queue

Transfer the call to your RnR Team

Johnny Walker called to ask for a refund on $435.63 that was charged from him. Is he qualified for a refund?

No. We don’t refund IRF from AppleCare-protected phones.

No. Because only Apple Care can refund the amount.

Yes. Because we are allowing customers to return iPhones within 30days from the date the IRF was charged.

Yes. Because the item was returned within 7days after the IRF was charged.

Eric Lautner filed a claim in the store. Store agent processed a Standard Replacement and informed that he will be receiving a phone in the next 2 business days. 2 days after, he received an empty box. He returned the empty box to the UPS, we received the box and customer was charged with an IRF. What will you do?

Dispatch for IRF refund to AE Refunds. Place a new Express Replacement claim with applicable fees. Ask the details of the store for you to submit a complaint/feedback.

Dispatch to BizTeam for GSER Cancellation and process a redo for the customer.

Refer the customer back to the store to get his refund.

Connect the customer to AMBR

Ryan Reynolds received a replacement phone but was unable to activate it in his SIM Card. An agent processed a redo due to unrecognizable SIM Card. After receiving the 2nd replacement, he still can’t activate it. What will be your response?

Offer another redo since the replacement phone is not working. Advise customer that replacement will arrive in the next 2 business days.

Refer the customer in the nearest Best Buy store for repair. Dispatch this to BizTeam.

Make a 3-way call with the AT&T customer service to demonstrate a phone swap or manual activation. If the old SIM card is still not compatible, advise the customer to get a new SIM card from AT&T. Close the case.

Ask for a gift card for the customer to buy a new phone.

Georgina Mercedes called that she was referred by the store agent to call us for a gift card. She has 2 replacement phones that were deemed defective. Bluetooth and speakerphone are not working. It keeps on turning on and off. What will you say to the customer?

�Sorry to hear about your replacement phones, Georgina. It is never intention of Geek Squad to send you a defective replacement which concerns us a lot. We are very willing to help you out by means of sending you immediately a replacement phone with no additional costs. Am afraid gift card is not an option today. Allow me to check the availability of your replacement.”

�Since the store promised you the gift card, you need to go back to the store or get a store manager. You can contact us back when you are at the store.”

�I can only imagine your phone not working properly. But, we don’t offer gift cards to customers. What I can do here is to check if the replacement is available. If not, you will be issued with a gift card.”

�You know what, Georgina. I can connect you to the back office to look for other options.”

Mark Anderson placed an order at the store. He received an empty box, requiring him to send his defective device. He waited until today and still didn’t receive a replacement phone. What do you think happened to the order?

A. There’s still no available replacement device that is why customer is not receiving any replacement phone. Dispatch to BizTeam for follow up or ask for a gift card.

B. We encountered a failed authorization hold on the customer’s credit card. Due to this error, customer needs to update his payment details in order for the claim to be fulfilled.

C. This is a backordered replacement and will result to a gift card. Dispatch to GC Cancel for GC reissue.

Advise the customer to call his bank and allow us to charge.

How to update payment on failed Service Fee charge?

Connect the customer to AMBR for credit card details update.

Pull up the Portal with the Service Request number and click ‘Update Payment method’ link

Refer the customer to call his bank and dispute the charge.

Place a new claim and register the correct credit card details.

Katy Perry called to ask for her Service Fee refund of $216.25. What will you do according to the status of the return tracking number in UPS website:

A. Advise the customer that we will submit a refund request once the package was received. Fill in an AE Template and save to Wipbin. Forward the case to RnR. Customer will be called once the refund was approved.

Let the customer call us back once the device is showing ‘delivered’ in the UPS website.

C. Dispatch the case to AE Refunds right away.

Connect the customer to UPS for the refund.

How would you process IRF refund if the return package status in UPS website is showing:

Dispatch a case to BizTeam for refund

Dispatch a case to GC Cancel

Dispatch a case AE Refunds

Dispatch a case to GSP Updates

Customer asking for IRF refund but the tracking number shows

Dispatch a case to BizTeam for follow up on return

Advise the customer to return the package using the label or ask for an alternative tracking number if they have sent it already

Dispatch a case to the Label RQST for tracer on the package

Let the customer contact the bank for charge dispute.

Liam Patterson wanted to cancel his replacement claim because his phone is now working. He was given issued a gift card of $499.99. He requested to have his deductible fee back since he will be purchasing a new wireless charger for his Samsung Galaxy S7 Edge.

Submit an AE Refunds dispatch and advise the customer to wait for the credit to post 3-5 business from today.

Escalate a GC Cancel case so that the gift card will be cancelled.

Advise the customer to wait for a call back to process GSER cancellation.

Dispatch to BizTeam with GSER Request template for GSER Cancellation.

How long can Liam get his deductible fee refund?

Wait for callback of the RnR about his refund.

It will take 7-10 business days after the cancellation was submitted for the credit to post on his account.

Advise the customer to call us back for the status of the refund.

3-5 business after the cancellation was submitted.

On the 8th day from the date the cancellation was submitted, customer called back and is asking for the status of his refund since he badly needed it. What can you do to check the credit?

Escalate this to AE Refunds and advise the customer to wait for the callback

Refer the customer to his bank to check the credit. Educate that this may take 7-10 business days depending on the issuing bank.

Dispatch to BizTeam for the refund follow up since they’re the one processed an order cancellation.

Let the supervisor talk to the customer.

Five (5) days after Liam decided to get the gift card since his phone acted up and is interested to buy a Samsung Galaxy S8+. When you checked the fund, it was already voided. What will you need to do?

Dispatch to BizTeam to reactivate the fund as per customer’s request

Dispatch to GC Cancel to reissue the fund since customer decided to pursue with the gift card

Refer the customer at the nearest store to get the gift card.

Inform the customer that we are no longer able to reissue the fund since it was voided. He will need to place a new claim once the plan was reactivated.

Liam placed a new claim and still resulted to a gift card. The fund issued is now $50.00 less. The identical SKU is $449.99 on the BestBuy website. Why is the gift card on a different amount? What do you think is the right procedure?

Offer a supervisor to explain and ask a compensation for the customer.

Dispatch to BizTeam to match the price from his previous fund.

Let the customer understand that due to technology advances, the price tend to depreciate. Do not dispatch.

Dispatch a case to AE Refunds to refund the price difference

What will be your right response about this issue?

�As what is stated in the Terms and Conditions, we will reimburse you with the current market price of the Covered Product determined by BestBuy.”

�This is based from the decision of the Admin Team who issues gift cards according to your purchases and membership with Best Buy.”

�We deduct 50.00 out from your previous funds amount that is why it’s on lesser amount.”

�According to the contract, you have to accept the amount offered.”

Liam received an empty box and he threw it away. A month after he saw a $265.00 charge from Geek Squad in his bank account. He called back to file a complaint. What should you do to resolve this?

Educate the customer that he is required to return his defective phone since he was issued a fund. Dispatch a Label Request for the label be sent to his email and customer can use a different box.

Advise the customer to call his bank and file a dispute.

Refer the customer to return the device at the nearest Best Buy store.

Call the garbage truck and look for the empty box

A day ago Liam lost his defective phone. Today’s the 58th day from the day he was charged. He is demanding for a refund of his non-return fee of $265.00. What can you do for this customer?

Refer the customer to the police to locate the lost device.

Advise the customer that we are unable to release the charge if the defective core was not returned within 60 days after the redo timeframe.

Dispatch a case to AE Refund to ask for a one-time courtesy since customer didn’t intend to lose the phone.

Refer the customer to the Lost and Theft department for the refund.

Andrea, daughter of the account holder, called in to ask for a return label. The label is still available online and she insisted that she has no access on printer at all. What can you offer to the customer?

Give the return address to the customer, “600 Park Loop Rd, Shepherdsville, KY 40165”

Refer the customer to her nearest Best Buy store to print the label for free. Give her the Service Request number and the Geek Squad Plan number.

Dispatch a case to Label Request for a label to be sent to customer’s email.

Advise the customer to ask for the return label directly to UPS Access Point.

Days after, Andrea called back because the store was unable to locate or print the return label on her return. What are you going to do?

Dispatch a case to the Label Request

Advise the customer to ask for the return label in the nearest UPS Access Point

Refer the customer to drop the phone in the nearest Best Buy store.

Customer can keep the phone since its damaged.

Andrea called back and informed us that she was able to retrieve her return label and dropped it in USPS ten (10) days ago and now asking for a refund. You checked the tracking number but don’t show any shipping progress. What will you do next?

Advise the customer to call us back by tomorrow and see if there will be any changes in the tracking status.

Refer the customer back to the US Postal Office where she dropped her package and take it back.

Let the customer contact USPS to forward her package to UPS.

USPS can refund the charge since they have the package.

Mario Montes called about his replacement phone showing a fine green line in the screen and it stops working when he is browsing videos online. It becomes unresponsive too whenever he opens the camera. What should you do for the customer?

Place a new claim by launching an Express Replacement in Breeze and waive the Service Fee.

Dispatch a case to BizTeam due to defective replacement.

Pull up the order and file a redo from the Agent Portal.

Refer the customer to the manufacturer.

Mario does not want to receive a refurbished device since it has a lot of scratches on its back cover. He wanted a manager to call him.

Advise the customer that we are not capable of sending brand new phones as replacement. Dispatch this to BizTeam for compensation.

Offer a gift card since we do not replace phones with brand new device.

Educate the customer that we do not send brand new phones as replacement site the available option which is redo and close the case.

Connect the customer to Mobile Sales to order a brand new phone

You placed a redo to this customer and it UPS declared lost/missing shipment. What are going to do for the customer?

Call the UPS and ask to locate the package.

File a redo by selecting ‘Customer did not receive replacement device’

Advise the customer to contact police for his lost package.

Connect the customer to Lost & Theft Department.

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