Self Install Kit Issues / Not Received - Article no. 5687
Introduction
- Remind the customer that it takes up to 5 business days for a Self-Install kit to arrive
- This excludesholidays and weekend days
- FedEx is our shipping vendor; direct customers to fedex.com/to track their package
Resolution Steps
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Tracking Number is Available
- A tracking numberfor the Self Install Kit is sent to the customer's preferred email address
- The tracking number is typically noted in the 2nd line of the Work Order (i.e. Fed123456789)
- To track a package, enter thetracking number on the FedEx website
- The package status activity updates as changes occur up to and including date, time and place of delivery
Tracking Number is Not Available
- When a self install work order is entered incorrectly, a tracking number does not displayin the account
- Verify the self installwork order was entered correctly; check the following:
- FLLWP quota used
- Correct One Time Charge was used
- Work Order has correct Service Codes
- Enter a new work orderwhen confirming the self install work order was entered incorrectly
Self Install Order Entered Correctly - Self Install Kit was Not Delivered
- Internal Call Center Agents: email leads@astound.comwith the account number and details for follow-up
- Outsource Partners: email relations@astound.comwith the account number and details for follow-up
Self Install Kit not working after Installation
- Try to help the customer using the Setup Guide they received:\
- Troubleshoot the problem by searching for the symptom:
Article ID: 28
Created: November 23, 2023
Last Updated: November 23, 2023
Author: [shekhar.bhanot@teamhgs.com]
Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=28