RogersTrade-Up Frequently Asked Questions

Transcription

1 RogersTrade-Up Frequently Asked Questions Program Q1. Can any phone be traded up? Yes, any phone may be traded from any carrier. This program accepts all makes models and carriers. Q2. Can the customer trade-up tablets and phones? The customer can trade a phone or tablet. Q3. How many phones can a customer trade-up? A customer can trade-up one phone for each new postpaid activation - NAC or HUP. Q4. When can a customer do a Trade-Up? A customer must do a Trade-Up in store at the same time as a New Activation (NAC) or Hardware Upgrade (HUP). Q5. What condition must the phone be in to be eligible for the trade-up program? In general, the phone must be a newer model, power-up, and have a functioning, non-cracked screen in order to have trade-up value. The device must also have a clean IMEI/ESN* (A clean or clear ESN/IMEI is one that has no outstanding balance owed on the device, has not been lost or stolen and is not active on a current account). NOTE: For all iphones / Galaxy S5 s, the Find My iphone / Find My Mobile feature must be turned off, and the device disconnected from the icloud account / Reactivation Lock turned off. The phone will be ineligible for Trade Up and have $0 value if No is selected or the device is not cleared. Q6. Does liquid damage disqualify a phone from trade-up? No, please see above for required conditions. Q7. Must the phone be complete with battery, charger and accessories to be eligible for the tradeup? The working handset is all that is required. Q8. What if the trade has no value? Based on the age, model, functional nature and condition of the phone, it may have no trade-up value. We also encourage customers to recycle their phone to ensure that it is disposed of in an environmentally friendly way and all data is securely removed. Q9. What if the customer returns later and asks for their phone back? All trades are final. Phones will not be returned to the customer. Q10. Will the customer s data be removed from the handset? The customer is responsible for deleting or saving all of their personal information and data files that may be on their phones. The Rogers Rep is asked to follow the on screen OS procedures for data wipe. Follow the courtesy phone/like new device wipe process that exists today. Further, once received by Clover Wireless, all phones are wiped to remove any personal information and data that may still be on the handset.

2 Q11. If the customer or sales rep uses the RapidQuote system to check for trade-up value, does the trade-up have to be processed that day? No. The customer can save the offer ID by selecting Trade-Up My Device Later and ing it to themselves. The offer ID number with value will be valid for 30 days. Q12. What if the customer does not have an to provide? Or prefers not to provide one? If the customer selects Trade-Up My Device Later and does not have or does not want to give an address, the Offer ID will still be saved in their mobile browser via a cookie and they will see it if they visit the site for the next 30 days. Q13. Does using RapidQuote use data on the customer s account? Yes, data will be rated as normal. Q14. What do I do if the Trade-Up amount is greater than the MSRP of the new handset the customer wishes to purchase? If the phone trade-up amount is greater than the MSRP of the phone the customer is buying with a new activation, then additional accessories can be purchased to offset the credit (At Till). For a HUP, the full credit will be applied to their invoice (On Bill) but you can still encourage the sale of accessories since they now have more dollars to spend. Q15. Can we give the customer cash for their trade-up? No. Trade-up amounts are always provided to customers in the form of discounts against the purchase of a new handset, and accessories and must be used that day. HUP customers will receive the credit on their 2 nd or 3 rd invoice. Never give the customer cash for a trade-up. Q16. What happens to the phone once it is traded? Clover Wireless, Rogers Trade-Up Vendor, will receive, sort, and clear all personal data from all working phones. Reusable phones will be re-marketed. Non- working phones will be recycled according to federal, provincial, and local laws. Clover Wireless is ISO Registered. Q17. Does the salesperson receive a commission for processing a trade-up? The Trade-Up program is part of the activation / HUP process and no additional commission will be paid. But always remember that by using Trade-Up, you are saving the customer money on the purchase of their phone, and they can use these savings to buy additional items like chargers, cases and headsets for their new phone increasing accessory attach rates and store revenue. iphone Q1. How do I properly identify an Apple iphone? Identify the Model by looking at the back of the device - Example: A-1387 Identify the Carrier by going to, Settings > General > About. Look at Carrier. Example: Rogers Identify the GB by going to, Settings > General > About. Look at Capacity. The capacity will be approximate as to what the GB choice should be. Example: 13.3GB = 16GB, 29.4GB = 32GB and so on. Q2. What is the Activation Lock for iphones running ios7? Activation Lock is a new feature in ios7 that ties iphone, ipad or ipod touch with the owner s Apple ID. Login credentials are necessary to turn off Find My iphone or erase the phone to factory state.

3 Q3. Why is it necessary that the iphone be disconnected from icloud and Find My iphone be deactivated? iphones with Activation Lock turned-on may be considered lost or stolen and will not be eligible to trade-in. Further, devices that are locked cannot be resold and will be assessed at $0. See below for how to turn-off the Activation Lock, to prepare the iphone for trade-up. Q4. How can the Activation Lock be turned off? Before trading in your Apple Device, be sure to erase all content and settings from your Device. o Go to Settings > General > Reset > Erase all content and settings The activation lock in ios7 will also need to be turned off o Go to Settings > icloud > Find My iphone -Turn it off When turning off this feature, ios will ask for your icloud password After entering, tap Turn Off and you should have both Find My iphone as well as Activation lock turned off Samsung Galaxy S5, S6, S6edge, Note 4, Note Edge Q1. What are Reactivation Lock and Find My Mobile for the newer Samsung Galaxy devices? Both are free anti-theft feature activated by the customer when setting up their device. "Reactivation Lock" prevents anyone but the owner of the phone from resetting the device. "Find My Mobile" will allow those with a lost or stolen Samsung Galaxy, to track the location of the unit. It will also remotely lock the handset, and tell the owner when an unfamiliar SIM card has been inserted into it. Q2. Why is it necessary that the Reactivation Lock and Find My Mobile features be turned off? Galaxy devices with Reactivation Lock and Find My Mobile turned-on may be considered lost or stolen and will not be eligible to trade-in. Further, devices that are locked cannot be resold and will be assessed at $0. See below for how to turn-off the Reactivation Lock and Find My Mobile features. Q3. How can the Reactivation Lock be turned off? Go to Settings, then Security Look for Reactivation Lock under Find My Mobile Uncheck the box at right and select OK You will be prompted for your fingerprint or password to finalize Q4. How can Find My Mobile be turned off? Go to Settings, then Security Look for Remote Controls under Find My Mobile You will be prompted for your fingerprint or password enter to proceed Turn off and select OK Portal Q1. Where do I login? Access the URL in quick links or login at: Q2. What is my user ID and password? Your Username is the first part of your SSP login address everything before The default password is: W3lcome!, which you will reset upon your first login (managed separately than your SSP password)

4 Q3. I work at more than one location. Do I need a user ID and password for each one? No, you can access all of the locations you are assigned to with a single user ID and password You will be prompted to select your location at login or can choose Switch to.. from the dropdown under your user name on the navigation bar Q4. I am moving locations, how do I get access to my new location? When changing the store location you work at, your username will remain the same. Send an to BranRetail.RogTrade@rci.rogers.com to have your profile updated to access your new location. Please provide the following information: o First and Last Name o Username o Employee ID o Rogers Retail: Current store name and store number New store name and store number o Dealer: Current Dealer and location address New Dealer and location address Q5. How will I know if the customer is eligible for a promotion and how do I select it? Promotions will only appear when an eligible device is selected for trade-in (based on make, model, condition, trade-in value) Some promotions also require the purchase of a specific new device as well. This will be stated in the promotion description. The promotion should only be selected if the customer is purchasing the specified new device When you check off or select a promotion, the promotional amount is automatically added to the trade-in value Always refer to your internal communication for details on each promotion Q6. Can I select more than one promotion? Some promotions are stackable and others are not All eligible promotions based on the device the customer is trading in will be displayed If promotions are stackable, it will allow multiple promotions to be selected. If promotions cannot be stacked, the portal will not allow additional promotions to be selected. Always refer to your internal communication for details on each promotion Q7. What Classification do I choose under Trade-Up Details? The classification is selected based on the new device being activated. Note that when a new Tablet is being activated, it is a bill credit for NAC or HUP Q8. How do I switch my language? Your default language will be whatever is set on your computer browser To change to English, French or Spanish, select Switch Language from the Help drop-down on the navigation bar, select your language from the drop down and click on Switch Language Note: the language you are logged in under will be the language printed on the customer s Trade-Up voucher receipt Q9. What materials will I have access to under Training Materials? These FAQ s, Troubleshooting, a RogersTrade-Up Quick Reference, A Portal Navigation Quick Reference, and an Administration Quick Reference

5 Administration (with Manager permissions) Q1. The customer changed their mind and did not sign or leave their device, how can I cancel the Trade-Up? Select Trade-Up History from the Tools drop-down on the navigation bar. Click on the Trade-Up voucher number of the Trade-Up to be canceled (must be in Not Shipped status) Click on Cancel this Trade-Up under Actions Q2. What are Order Notes? Order notes allow you provide a reason when cancelling a trade-up order Notes have a 125 character limit so other brief comments can also be added where appropriate Notes can be added by any user and as not limited to manager permissions Q3. What if I need shipping supplies? Stores received a kit with 5 return boxes and materials at launch To order more, select Order Trade-Up Supplies from the Tools drop-down on the navigation bar Choose the location and quantity and click on Submit Note: quantities are for kits of 5 return boxes and materials. There is a maximum of 3 kits per order. Please order two weeks before you think you will need more. Q4. I have a Rep that cannot access the Trade-Up Portal, what do I do? Go to Manage Users and look up their username o Check the spelling and case used for their username and have them try again If they are still unable to enter the portal, click on their username o Check to see if they are enabled. If not, check off the box to Enable and Save Changes If they are still not able to access the portal, reset the user password a temporary password will be generated and displayed in the green navigation bare. Make a note of this password and Save Changes o Note that the temporary password will no longer be visible once you select Save Changes Have the user login using the temporary password. They will be prompted to change it upon login. If the Manager requires a password reset they can BranRet.RogTrade@rci.rogers.com or rogerssupport@cloverwireless.com from their corporate address. Q5. I have a new rep in my store, how do I get them access to the portal? If the rep came from a different location and already has a user id, they will only need to have their profile updated to the new location Please BranRet.RogTrade@rci.rogers.com and provide the following information: o First and Last Name o Username o Employee ID o Rogers Retail: Current store name and store number New store name and store number o Dealer: Current Dealer and location address New Dealer and location address If the rep is new to Rogers they will require a user ID and password Please BranRet.RogTrade@rci.rogers.com and provide the following information: o First and Last Name o Employee ID o Rogers Retail: Store name and store number

6 o Dealer: Dealer and location address Q6. I have a tablet to return, how do I fit it into the box? The columns and rows can be removed from the dividers as required to accommodate tablets To do this, the insert must be out of the box and slightly folded remove the columns from one side and turn over to remove rows from the other Once the insert is completely unfolded, the dividers lock into place Q7. I only have one device this week, do I still ship it out? Yes, devices must be shipped weekly regardless of how many you have Q8. I have a large quantity to ship out, can I use more than one box per shipment? Each UPS label can only be used once and must correspond to the packing slip for that shipment. If you have a large quantity of items, a separate shipment (Packing Slip and UPS label) must be created for EACH package (box). Do not copy a UPS label and use on more than one package. Reusing a label may result in a lost package. You will only be reimbursed for packages and items received at Clover s processing facility. Support Q1. What do I do if I am having trouble with the Trade-Up Portal? Customer Service Support is available Monday to Friday 9:00am to 8:00pm EST using the following methods: o Click on Help located on the upper right of the navigation bar and select Live Chat or Request Support while in the portal o Call / rogerssupport@cloverwireless.com Q2. What do I do if I need to inquire about a Trade or have non-portal program questions? Rogers Branded Channels: BranRet.RogTrade@rci.rogers.com