Stolen, Lost or Damaged Equipment-1244

Introduction

Customers are Responsible for Lost/Stolen/Damaged Equipment

• Charges are applied by the local market when equipment is damaged beyond repair, or if the equipment is said to be lost or stolen
   
• Replacement cost for the equipment is applied to the account - see equipment costs
   
• Customer can contact their homeowners or renters insurance provider to determine if the replacement cost is covered
   
• See Equipment Returns and Follow Up  for assistance with other equipment disputes
   
• Handling Customers Affected by Disaster 
   

Equipment shipped for Self Install

• Once equipment leaves, FedEx accepts responsibility to deliver the self installation kit to the correct address
   
• Customers can use the FedEx tracking number and contact FedEx if they haven't received their equipment
   

Resolution Steps

In BOLT, create a Case for the Local Market for Lost / Stolen / Damaged Equipment

• Submit the Case information as described below
   

  Record Type	Non-Technical
  Reason	Company Information / Equipment
  Reason detail	Equipment Related
  Case reason	Damaged / Lost Equipment
  Destination queue	Local Market Support (Support)
  Notes	Pertinent information as below

• Note account with this information:
   
  • Name of person reporting the equipment issue
     
  • Equipment serial number(s), when applicable, and information on what happened to the equipment
     
    • Caller may contact their insurance company when applicable

• For customers who are reporting stolen equipment, advise them they must send a copy of the police report to Financial Services in one of these ways:

  • Fax to: Attn: Financial Services / Cash Processing at (570) 270-1498

  • Email to: FSBO@astound.com

  • Mail to:
    Attn. Financial Services / Cash Processing
    100 Baltimore Dr.
    Wilkes-Barre, PA 18702

    • Note account with this information:
       
    • Name of person reporting the equipment issue
       
    • Equipment serial number(s), when applicable, and information on what happened to the equipment
       
    • Caller may contact their insurance company whenever incident applies to their insurance

ICOMS: Replace Equipment on the Account

1. In ICOMS, create a Service Change [UD] with work order type Schdl Tech Visit

• On the Order Entry Services [ES] screen, add the appropriate equipment
  ​​​​​​​
• Go to the One Time Charges [OT] screen:
   
  • Add the appropriate OTC(s) to install the equipment 
     
  • Note the Work Order Comments to indicate the reason for the truck roll
     
  • i.e. Customer's DVR was stolen and needs to be replaced / Customer lost Cable Modem and needs a new one
     
• On the Work Order Scheduling [SW] screen, select a time convenient for the customer
   
• Hit Enter to reach the Order Summary [OS] screen and review the pending charges with the customer
   
• Hit Enter again to reach the Work Order Check In screen, then Exit to lock in the order​​​​​​​
   
• Issue credit as needed for any services that are unavailable until they receive new equipment 
         
  • Examples: 
           
    • Cable services will not be available until a new converter box can be delivered
             
    • Phone service will not be available until they get a replacement EMTA

Internal Information

• Local Market Follow Up:
   
  • Researches the Case, then moves the equipment from the account and marks it as Lost / Stolen / Damaged
     
  • Or routes a Case to Financial Services where the account is charged for the equipment if applicable
     
  • Is the only group authorized to issue credit for a EMTA back-up battery when they determine credit is justified