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Exchange By Mail (XBM) Warranty Exchange Program (800) 801-1101 PROPRIETARY AND CONFIDENTIAL Not for use or disclosure outside Cingular Wireless except.

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Presentation on theme: "Exchange By Mail (XBM) Warranty Exchange Program (800) 801-1101 PROPRIETARY AND CONFIDENTIAL Not for use or disclosure outside Cingular Wireless except."— Presentation transcript:

1 Exchange By Mail (XBM) Warranty Exchange Program (800) PROPRIETARY AND CONFIDENTIAL Not for use or disclosure outside Cingular Wireless except under written agreement.

2 XBM Program SCOPE Exchange by Mail changes the way our customers replace their in-warranty handsets, by having a replacement phone delivered right to their door in as little as 24 hours. Covers: IN-WARRANTY exchanges; Like-for-like only Phones owned over 30 days; within 1 year Allow customer to identify delivery address Provide quality replacement products, not brand new Provide a convenient returns process Does NOT cover: X DOA’s or BRE’s X Out of Warranty exchanges X Batteries or Accessories X Physical/liquid damage

3 PROCESS FLOW Customer calls XBM Call Center (800) OR accesses goes to “My Account”. Customer provides specific handset information to XBM rep or on website. Customer is immediately sent via FedEx a replacement handset with overnight delivery option (for an extra fee). Customer receives replacement phone and returns defective phone in pre- addressed postage-paid packaging, via US Mail within 14 days. Customer will get charged if defective handset is not returned within 14 days, OR phone is out-of-warranty.

4 XBM – NYC Region Shipping Options- Fed Ex Regular: FREE (3-5 days) Priority: $3.50 (2 day) Next Business Day: $7.50 * Return shipping (US Mail) and packaging is included for defective handset. Hours M-F: 7am-12 midnight Sat: 9am-9pm Sun: 12pm-9pm

5 XBM In-store collateral Additional handouts can be ordered via collateral fulfillment: Item #: CIN TO P E

6 NYC XBM Center National XBM Transition Plan We will maintain a support staff for 2 weeks at the old center number to handle customers calling to follow up on existing orders placed prior to August 25 only. The menu options on the old number will point all first-time XBM callers directly to the new national number. Please pull all collateral with old number out of the field, to be replaced with new National XBM brochure.


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