Faulty and Returned JUMP Modems

I think we finally have a process that is working for the return of faulty and returned modems; I know many JUMP delivery partners are still holding modems waiting for courier bags to arrive.

The process Skinny has advised is to first and foremost encourage families to contact the Skinny Helpdesk on 0800 475 4669 whenever they any encounter any problem with their modems, whether this be during setup, or if the modem appears to be faulty, or if they no longer want to use it.  The Skinny Helpdesk team will attempt to resolve the issue remotely, but where this is not possible, they will instruct the family to return the modem to the partner who helped them set it up in the first place.  At the same time, the Helpdesk team will enter the modem details into the Spark JUMP Faulty modems register; this triggers the generation of a work order number that in turn initiates the process to send a courier bag.

When families return a modem, partners are asked to check if families have already reported the faulty or ‘no longer required’ modem to Skinny.  If they have, you should proceed to allocate a new modem if required (making sure the family completes a new Kawa of Care).  If the faulty or returned modem has not been reported to the Skinny Helpdesk, partners should contact the Skinny Helpdesk on behalf of the family and request that the modem be logged in the Spark JUMP Faulty modems register.  Skinny sometimes responds to email requests, but they much prefer phone contacts, as this means their Helpdesk team can log the faulty unit in real time.

So our advice is: if partners are holding modems that have been reported as faulty or returned in a state unfit for re-issue, and no courier bag has arrived within two weeks, contact the Skinny Helpdesk and ask for the modem to be logged in the Spark JUMP Faulty modems register.

This means that you no longer have to complete the Faulty Modem Return Form, although we at DIAA have found this helpful to keep our records up to date.  As an alternative, we suggest that you simply add a note in column H of your JUMP Google Register, confirming what action has been taken.

Author: Laurence Zwimpfer

I am committed to supporting the development of New Zealand as a digitally included nation, where everyone has equitable opportunities to benefit from the digital world.

2 thoughts on “Faulty and Returned JUMP Modems”

  1. We have a client who has a faulty charger – bare wires are exposed. Is it possible to get the charger (only) replaced, or should we replace the whole package as per normal procedure?

    Like

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