Procedure - change TV installation method (bundle customer)

Contents

1. Description
2. Rules
3. Tasks

1. Description
 
   
This procedure describes how to raise a ticket in Zendesk to BPS to change the TV installation method for a customer with a pending bundle installation.
 
When
Follow this procedure when a customer has a pending bundle installation and calls to change their TV installation method.

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2. Rules
There are no rules for this procedure.

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3. Tasks

1. Raise a new ticket in Zendesk

2. Submit the ticket in Zendesk

1. Raise a new ticket in Zendesk

1. Create a new specialist case (BPS) in Zendesk (see Procedure - submit an e-form request).
2. Advise the customer that changing their TV installation, may result in losing their original broadband and home phone appointment or connection date.
3. Enter the subject and detailed description.
4. Include the below:

• The customer's full name as it appears on their account in CORE.
• A phone number the customer would prefer us to contact them on.
• The customer's preferred time of day to be contacted.

4. Go to task 2.  

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2. Submit the ticket in Zendesk

1. In CORE, click the Open Orders link.
2. On the Orders screen, locate the customer's installation order.
3. In the Work Order section, note whether the customer's installation method is professional installation or SIK (Self Install Kit).
4. Copy the order number for the customer's installation order.
5. In the ticket in Zendesk, paste the Order Number in the Order Number field.
6. Enter the customer's required installation change in the Reason for cancellation/disconnection field.

If...	Then...
the customer originally had a SIK and wants a professional installation instead	enter Change from SIK to TV Tech.

7. Select N/A from the Do Early Termination Fees Apply? drop-down list.
8. In the Notes section, leave notes indicating that the order needs to be cancelled so it can be re-raised with the customer's preferred installation method.
9. Click Submit.
10. Advise the customer they will receive a confirmation within 5 business days.

Note: Customers changing to a professional installation for their TV service are to be advised to contact a local, qualified technician for this purpose.

 

11. Leave a CI (Customer Interaction) note on the account saying that you requested to change the customer's installation method.

End of procedure.

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