TQA PMA – July 2021
FOCUS: Category Selection and Warranties & Replacements
MAIN AGENT’S PERSPECTIVE.
Part I. Indicate the appropriate replacement option in accordance with our M&Ps and also provide the category based on the scenarios below. Follow the answer format shown below. Not following instructions will not merit a point.
Sample Scenario: The customer’s phone doesn’t have a dial tone. It was deemed defective after TS. The customer purchased the phone 6 months ago from Target and confirmed that the receipt is still available.
Sample Answer Format:
Resolution: Regular In-Warranty Replacement
Category: No Dial Tone/Dead > No Dial Tone
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