Faulty Jump modems during lockdown

During lockdown, we are couriering replacement modems from our Wellington base together with a courier bag for the return of the faulty unit.

The process works like this: the Jump customer contacts the Skinny Care Team on 0800 475 4669 if they have a suspected problem with their modem. The Care Team may be able resolve this remotely, but if they can’t they will refer the customer to our (DIAA) 0800 number (0800 463 422) for Shelley to arrange a replacement.

Shelley takes on the role that Jump partners would normally provide, getting details of the modem (IMEI Number), customer’s name and physical address. She then completes the online Modem Return form to ensure the old modem is delinked from the customer’s account and arranges for a new modem to be sent.

By the time the modem arrives (typically within 2-3 working days), the Skinny Support Team will have actioned the de-linking request and the customer can proceed to set up a new account.

If the customer has a credit balance on their old account, they must contact the Skinny Care team again, after they have their new modem and new Skinny account set up, to arrange for the credit balance to be transferred.

If a customer contacts you, as a Jump partner, directly rather than contacting the Skinny Care Team you are welcome to follow the same steps as
Shelley, i.e. capture the contact details for the customer and the IMEI number of the faulty modem, email these to jump@diaa.nz, and complete a Modem Return Form.

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.

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