| A | B |
|---|
| What populates our contract in WIN? | Valid Registration |
| If a customer calls in and does not have their contract number, what can we use to pull up the account? | Ask for their registration number and place it in the Client Contract Field. |
| Does the customer receive a Confirmation email after a successful registration? | Yes |
| Where can I find the guide for the Registration Process? | AIOT |
| Where can I find a picture of the Registration Card? | AIOT |
| Can a wife/husband or other relative set up a claim? | Yes, if they can verify the information on the contract. |
| When the question is “Do you have the Phone in your possession?” Does the customer have to be holding the phone? | No, We are asking if they have possession of the phone and it is not lost. They have to have something to send back to the service provider. |
| True or False Communication Preference has to be set to email? | True |
| What Tab do we use check the notes on a existing claim? | The Claim Tab |
| What tab do we use to check the images from the registration? | The Research Tab |
| Open claims that are before Sept. 8, 2014, where do we refer them? | Lifeproof |
| Case only claims are refer to where? | Lifeproof |
| Can we cancel the claims? | No, the replacement case and device may have already shipped out. |
| Is the contract transferable? | No, it is not and it is a benefit to the OEM Warranty |
| Does the replacement phone and case ship together? | Yes |
| How does our contract populate in WIN? | Customer’s valid registration |
| How much is the Service Fee for a phone? | $50.00 |
| How much is the Service Fee for a Tablet? | $75.00 |
| What are the Expectations of receiving the replacement phone/tablet with case? | 2 – 3 Business days, excluding weekends and holidays |
| What type of exchange is used for the Lifeproof program? | Advance Exchange |
| How many days do they have to return their defective product? | 30 days |
| Where is the serial on the case for the registration process? | On the back inside of the case on a white tag. |
| The registered device was replaced or exchanged by the manufacturer or carrier warranty, How do I update my registration information? | Please go to the update registered device page and follow the directions. |
