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News For Tata Sky Subscriber who wrongly orders TSK box & wants to change
Wednesday 25-January-2012, 11:50,
For Tata Sky Subscriber who wrongly orders TSK box & wants to change
The process is defined for scenario where a Tata Sky Subscriber has wrongly ordered for a TSK box & wants to change the same within 3 days. This process is only for Subscriber who have ordered for TSK box though Direct Sale.

Process-

Helpline Agent-
When Subscriber calls the TSA should raise an SR with the below disposition-
SR Type: TSK
SR Area: Direct Sale - CC/COD
SR Sub Area: Refund
Credit Team Process-

The Credit team actions on the SR raised by the TSA. They will perform the below activities-

Closure of SR-
Resolution Code: mentioned below
Root Cause: mentioned below
Creation of Upgrade WO in case of box needs to be upgraded
Sub Type - Wrong TSK order
Creation of De-Installation WO in case of box needs to be downgraded
Sub Type -Wrong TSK order
Based on the Upgrade/ De-Install closed Wos & Sub Type "Wrong TSK Order" file update-
Status of the cancelled TSK will be moved to permanently Cancelled
the boxes will be delinked from the account
De-Paired
status of the asset changed to Available Differential amount will be posted to the subscriber account or Cheque sent out basis the customer request once the box has been received by warehouse. Confirmation from warehouse is must
ISP CCO Process-
If Installer calls for Upgrade Scenario, ISP will perform the below activities-
Will have the New box & card de-paired
Will perform the replace activity
Will take over the Card, Box, Adaptor, Remote from the Installer
If Installer calls for Downgrade Scenario
He will ensure the right asset # is captured in the De-Install WO
He will activate the new box
ISP will move the WO to Completed status after updating all the mandatory info in the WO
He will move the WO to Verified Status
Installer Process-
Under Upgrade Scenario

Installer will contact ISP CCO
Will have the New box & card de-paired by ISP CCO
Will perform the replace activity
Will hand over the Card, Box, Adaptor, Remote to the ISP

Under Downgrade Scenario

Installer will visit the Subscriber Premise
He will de-install the TSK Box, Adaptor & Remote
He will hand over the material to ISP
He will activate the new box
Standard Phrase -

Offers Available-

FAQ’s-

Q: What if the subscriber who has purchased a Sale Box raises for this issue?
A: This process covers only Wrong order of TSK box & only for CC/COD scenarios

Q: What if the Subscriber wants to keep both the boxes?
A: Pls cancel the De-Installation or Upgrade WO & have the secondary box activated as MultiTV

Q: Can the ISP use the box back as swap box?
A: No, all these boxes need to be sent back to warehouse.These boxes will any ways be updated under the ISP as Returns in SAP
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[-]
Wednesday 25-January-2012, 13:05,
RE: For Tata Sky Subscriber who wrongly orders TSK box & wants to change
what about others who took box from dealers?
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