Where are the courier bags for returning faulty modems?

I am well overdue for a blog post on this topic. This is now the second most frequently asked question by Jump partners. What is the most frequently asked question you might wonder (scroll to the bottom to find the answer).

Back to the main topic of this post – some partners have been waiting for more than four weeks to get a return courier bag. The good news is that there is no great mystery here – it is simply a workload issue. Our goal is to get these to you so they are off your hands within 10 days of lodging a Modem Returns form, but that has been impossible over the last four weeks.

Our DIAA team has been a tiny bit preoccupied during the last month launching three new Digi-Coach programmes in the Waikato, Northland and last week in The Top of the South Island. Next week we are in the Central North Island and a week later in Wellington. With five new Digi-Coach cohorts in operation, that means 50 new Jump Specialists become available in libraries and community organisations throughout these regions five days a week for the 12-week work placements. Take a look at the stunning impact videos featuring Digi-Coaches in the Wellington region during the pilot programme earlier this year.

BUT, I digress. The really good news for return courier bags is that all partners should receive their bags this week. We had 50 on the courier yesterday and we are expecting the remaining 30 or 40 to be out the door this week. We have a new cunning plan to keep on top of this in the future and avoid such a huge backlog.

This has also impacted updates to your Gsheets for delinked modems. Normally these updates happen at least weekly, but they have suffered the same fate as the return bags. This is not such a problem, as partners receive a direct email notification from the Skinny team whenever a modem is delinked and reset for re-issue. So you don’t have to wait until your GSheets are updated before you issue delinked modems. They (your Gsheets) will catch up eventually, as this impacts your stock levels.

And the answer to the most common question is ‘When am I getting more modems? The answer to this question is much more complicated and varies week by week. But as some partners will have noticed, we have now exhausted supplies of the refurbished Smart modems and the latest shipment of over 700 modems was mainly the new Futura modems. The backlog of orders has reduced to 1600, which is the best it has been for most of this year.

From courier bags to modem supplies, the road ahead is looking brighter.