Jump Modem Home Deliveries – Duplicates

Some people are submitting more than one Application for a home-delivery Skinny Jump modem and this can result in more than one modem being sent.  Sometimes, it appears that when people received a copy of their application, they discover an error in the address or other details they have submitted, and so they submit another application to correct the error.  We have added a note to the message that applicants receive with the copy of their form to request that they do not resubmit their application to correct an error, but instead email or phone us (jump@diaa.nz or 0800 463 422) and we can correct the database before we courier the modem.

Others seem to re-submit their applications after a few days – maybe because they haven’t received their modem. We have also added a note to recipients to explain that it will take 3-5 working days for the modem to arrive.  If they want to find out more details, we can supply a courier tracking number for them to monitor themselves (phone Shelley on 0800 463 422 to get the tracking number).  We are aware that courier deliveries can sometimes get stuck at local courier depots, especially where they have attempted delivery and have been unable to locate anyone.

If any inquiries come to you, as a Jump partner, about the apparent non-delivery of a modem, please encourage recipients to take the above action (or you can do this on their behalf).  Please strongly discourage them from submitting another application as this only makes extra work in recovering the duplicate.

We have an active monitor in our database for detecting duplicates, but this is not 100% reliable, and at times a duplicate has been sent.  We then have to make efforts to contact the recipient to recover the duplicate; our standing instruction is for the recipient to hold the duplicate and return it to their nearest local Jump partner after the COVID-19 lockdown ends.  Partners should then add this to their stock – we would appreciate notification when this happens (to jump@diaa.nz) – name of recipient and IMEI number – so that we can update our records.  As a last resort we could send a prepaid courier bag for the return of the modem if for any reason the recipient is unable to return it to a Jump partner.

 

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 “Jump Modem Home Deliveries – Duplicates”

  1. Hi Laurence,
    I had a telephone request for a Skinny Jump modem today. I went through the eligibility criteria, and whether the customer’s address would access the service – this was a request from someone in a rural community. It did. When I began to assist her in filling out the online form the lady admitted to answering the exact same questions the previous night. I stopped filling out the form!
    Her confusion came from the email she received today which laid out all the answers she had given in requesting the service. I haven’t seen this email but suspect it is the confirmation email from Skinny Jump.

    My question to you: Does this email have the words ‘Confirmation of your application’ in it? The lady on the other end of the phone did not think it had, but then she had also denied receiving a message telling her the submission was successful (such as an email) earlier in the conversation.
    Regards,
    Raewyn , Southland District Libraries

    Like

    1. This is the message that applicants receive when they hit the submit button:

      Thank you for signing up for Skinny Jump. If you meet the eligibility criteria a modem will be couriered to you with instructions on how to activate it and set up a Skinny account. This will take about five working days. If you want to make a change to any of your details, please do not re-submit the order form; just send a message to jump@diaa.nz or phone us on 0800 463 422.

      We also explain at the beginning of the form that they will receive a copy when they submit it.

      Like

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