It appears that from time to time a Skinny Care agent refers a customer with a faulty modem to a Jump Delivery partner for a replacement modem.
This is not the currently agreed procedure.
During the last six months the Skinny Care Team have correctly processed over 400 requests for replacement modems, but every now and again it appears one or two agents inadvertently advise customers to contact their local Jump partner for a replacement modem.
When this does happen and a customer turns up for a replacement modem after having reported the fault to Skinny, partners are welcome to supply a new one, provided of course that you have stock available. Just complete a Modem Returns form to record both the faulty modem details and those of the replacement.
If you don’t have stock available, please make sure the customer really has reported the fault to Skinny. If so, a replacement will be sent by DIAA directly to the customer along with a pre-paid courier bag to return the faulty unit.
Our standing instruction to the Skinny Care Team is that they never refer a customer to a Jump partner if they require a replacement modem. This will continue until such time that all partners have sufficient modem stocks to start supplying replacement modems again.
Digital Inclusion Alliance Aotearoa 