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CHANNEL LIST Note: Customers opting for Buy Back
Process on handling the Buyback offer scenario where the Old Box needs to be returned to Tata Sky & Customer keeping back the box with him without activating it

Process-

Helpline Agent-
  • When Subscriber calls the helpline for Box Upgrade, TSA need to inform the subscriber on the option he has –
    • Opt for buy back where in he gets credits based on the type of the box he returns back to Tata Sky-
      • STD Box - Rs.300
      • HD Box - Rs.300
      • PVR Box - Rs.500
    • Opt to retain (keep the box back with him) without activating the box
    • Opt to activate the box as MultiTV
  • Create Upgrade WO if the customer has opted for Buy Back or Retaining the box back with him
  • Create Installation WO if the customer has opted for activating the box as MultiTV
ISP CCO Process-

Process to be followed if customer has opted for Buy Back offer-
  • He performs the below activities -
    • De-pair activity - De-pair the new box & card
    • Replace Digicomp Activity - Old box is replaced with New Box
  • Updates the Reason Code as "Box with ISP" in the replace activity reason code

  • Upon WO completion by Installer ISP CCO updates the WO details & moves it to Verified Status

  • He will capture the Resolution Code-
    • "STD Box with ISP" - In case the returned box is STD box
    • "PVR Box with ISP" - In case the returned box is PVR box
    • "HD Box with ISP" - In case the returned box is HD box ISP CCO does the WO Scheduling
  • ISP CCO will return back the Digicomp, Digicard, Remote & Adaptor(External boxes) to Warehouse
Credits will be posted to Subscriber account basis the Resolution Code updated & once the WO is closed

Process to be followed if customer has opted for MultiTV connection-
  • Upon WO completion by Installer ISP CCO updates the WO details & moves it to Verified Status

  • He will capture the Resolution Code-"Extra Box Installation Complete"
Process to be followed if customer has opted to retain (keep the box back with him) -
  • He performs the below activities -
    • De-pair activity - De-pair the new box & card
    • Replace Digicomp Activity - Old box is replaced with New Box. Captures the Reason Code "Box with Customer" in the replace activity reason code
    • Re-pair Digicomp Activity - Old box is paired with new card
    • Asset Registration - Register the Old box as Multiroom in the same subscriber account without activation
  • Upon WO completion by the Installer ISP CCO updates the WO details & moves it to Verified Status

  • He will update the below resolution Code-
    • "STD box with Customer" - In case the customer keeps back the STD box
    • "PVR box with Customer" - In case the customer keeps back the PVR box
    • "HD box with Customer" - In case the customer keeps back the HD box
Standard Phrase -

Offers Available-

FAQ’s –

Q:What if the customer has opted for Buy Back & then changes his mind activate the box has Multiroom before?

A:Cancel the Upgrade WO & register the New box as Multiroom Installation WO & follow the activation process

Q: What if the customer has opted for Buy Back & then changes his mind to keep the box back without activating it?

A: Follow the Customer opts to keep back the box but activate it at a later time

Q: What if the customer has opted for Multiroom activation & then changes his mind to opt for Buyback offer?

A: "Installation WO needs to be moved to Cancellation Status with Resolution code as ""Alternate WO"" Reason Code ""Change from Inst to Upgrade WO"". Contact the Partner Helpline & have a Upgrade WO created for follow the ""Customer opts for buy back"" process"

Q: What if the customer has opted to keep the box back with him & then changes his mind to opt for Buyback offer?

A: Follow the "Customer opts for buy back" process

Q: What if TSA has created Upgrade WO instead of Installation WO for box to be activated as Multiroom scenario?

A: Cancel the Upgrade WO & register the New box as Multiroom Installation WO & follow the activation process

Q: What is the offer that needs to be informed to the subscriber if he wants to return the box to Tsky?

A: "Customer needs to be informed that he will get the below credits in Tsky Subscriber account once the WO is closed-

STD Box - Rs.300

HD Box - Rs.300

PVR Box - Rs.500"

Q: What Reason Code under replace activity needs to be captured if the box is given back to the customer?

A: Reason Code "Box with Customer" needs to be used

Q: What Reason Code under replace activity needs to be captured if the box is given back to the ISP, Buyback offer?

A: Reason Code "Box with ISP" needs to be used
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good informative post tsrocks Smile
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