Replacement modems for customers with no coverage

I had a call today from a Jump partner who was unsure about whether she could issue a replacement modem for a faulty one, when the coverage checker was indicating no coverage or capacity at her address.

The short answer is ‘Yes, you can’. When it comes to replacing faulty modems, we want to make this as seamless as possible, so there really isn’t any need to do a coverage check at all.

Unless of course if the customer has moved to a new address and not notified Skinny. But if they are at the same address and they already have Jump service, then you should just be as helpful as possible in getting them a replacement modem.

If all Jump customer played by our “rules”, partners should not even be involved in issuing replacement modems – this is for the Skinny Care Team to do when a customer calls them with a suspected faulty modem.

But we know customers don’t always follow the rules, so they turn up on your doorstep and you have to take it from there. C’est la Vie! That’s life!

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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.

3 thoughts on “Replacement modems for customers with no coverage”

  1. Hi Laurence

    Apologies for the late reply – I have been on leave and Josephine and I have discussed your email.

    Will we still have to wait the 24 hours it takes to have a faulty modem delinked before issuing the customer with a replacement modem?
    And if we do have to wait – this will then involve contacting the customer to get them to come in again.
    That raises the issue of how long do we keep a modem for someone who may or may not come in to collect it, when ‘Johnny on the spot’ requires a modem.

    Ann-Louise

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    1. You must wait until the customer’s email is delinked from their faulty modem if the customer wishes to continue using the same email. I mentioned a good workaround in an earlier post, using the GMail+ option. Google recognises this as the same address while other services like Skinny accept it as a different address. Not sure I can add a link this post to a comment, but search for my post on GMail+. And in answer to your other question, people who do not respond when you contact them should be given no more than 7-10 days to respond. How long do you give people who don’t respond when you reserve books for them?

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      1. Hi Laurence

        Thanks for your reply.
        Gmail+ would be a good workaround – thanks for jogging my memory.

        We allow people 7 days for reserve books, and that would be a good amount of time to give people to respond.

        Ann-Louise

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