Procedure - order a remote

Contents

1. Description
2. Rules
3. Tasks

1. Description

Follow this procedure when you need to order a new remote for a customer.
Note: If you need to order a replacement remote under warranty, see Procedure - order a replacement remote under warranty (Technical Support agents only).

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2. Rules
Account holder or authorised contact only
You must be speaking to the account holder or an authorised contact to follow this procedure.

This procedure is to be followed only for ordering Foxtel Voice Remotes
Foxtel no longer supplies older remotes.

Multiple remotes must be ordered separately
If you are ordering more than 1 remote, each remote must be processed as a new order in CORE.

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3. Tasks

1. Select the remote control
2. Confirm order

1. Select the remote control

1. On the CORE side menu, click Accessories.
2. Click the Extras tab.
3. In the Account Level drop-down list, select the customer's STB (Set Top Box).
4. In the Choose from these extras section, scroll down until you find the remote the customer would like to order - Foxtel Voice Remote.
5. Click the plus symbol to next to the appropriate remote.

If...	Then...
the STB is an iQ3, iQ4 or iQ5	order a Foxtel Voice Remote.

Important: Create a separate order for each remote if you are ordering more than one.

6. Click Submit Order.

Go to task 2.

2. Confirm order

1. In the Delivery Address pop-up window, confirm the customer's preferred delivery address.

Note: CORE will not automatically select an address. Either enter a new address or select the customer's billing or service address to continue. 

2. Click Continue.
3. Read the Change Summary information to the customer and confirm whether they wish to proceed with the order.
4. Advise the customer that their remote will be delivered via Australia Post and will take between 1 and 14 business days to arrive.
5. Select the Script read and customer consent received radio button.

Note: If you are unable to read the scripting or send the email, select the Script not read or consent not received and email not sent because radio button and select the appropriate reason from the drop-down list.

6. Click Complete and Send Email.
7. Click OK to return to the Account Summary screen.
8. Ask the customer if they would like to receive an SMS with instructions on how to pair the remote. If the customer accepts, send the Remote control pairing education SMS template from Zendesk.

Important: If you need to order more than 1 remote, return to task 1 and follow the procedure again to create a new order.

 
End of procedure.

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