Introduction
Before suggesting an equipment return label, let customers know they can return their equipment to the local office at their convenience
We provide free equipment return labels for equipment returns (with the exception of customers in the Digital West area where this is not yet available)
- Customer must provide the box and packaging material, fasten the return label and drop off package at a vendor location
FedEx is the shipping vendor:
- Customer has 2 weeks to print the equipment return label from the date the label is requested
- When viewing and printing the equipment return label, 2 weeks is noted in the instructions
- When receiving the equipment return label via email, the print by date is noted in the confirmation
- Once viewing or printing the return label, you can only print / re-print the label for the next 5 days
- When printing from home, the option to print a label at a FedEx location is no longer available
- FedEx office locations can print the return label scanning the barcode from the customer's mobile device
- Exception: San Luis Obispo, Los Angeles and San Jose, CA where a local office is not yet available
- For this area only, there is no need to package the equipment; simply bring the equipment and accessories to the office
- Note: Customers in former Harris Broadband areas of Texas choose Brownwood, TX as the region where they had service
Resolution Steps
Customer Self Help - Preferred Method
- When a disconnect / downgrade work order is entered in ICOMS, direct customers in all sites to: astound.com/support/internet/equipment-return
- Provide further assistance if necessary: advise customer to enter all information
- Name and return address
- City, state / territory and zip code
- Email address - email address where the customer wants to receive the label
- Select the region where the customer subscribed to our service
- This ensures the equipment is returned to the correct warehouse
- To select from all regions, click green box Show All Regions
- Choose label delivery method
- View & Print immediately: customer can view & print the label immediately on their computer
- Email & Print at home / business: customer can request to receive an emailed label to print from their computer
- Email & Print at FedEx: customer can request an emailed label, take their mobile device to the FedEx office where they scan the bar code and print the label
- It may take up to 4 hours to receive emailed labels
- Account Number
- Enter full account number to ensure equipment is returned to correct account
- Advise customer to take note of the tracking number before bringing their equipment to a FedEx drop off location:
- Additional Information: If a drop off location is housed with another business, like a hotel, a convenience fee may be charged at drop off
- Customer may request that the company pick up their equipment from their home; there is a charge that is determined by the company
Agent Enters Label Request
- Verify a disconnect / downgrade work order is entered in ICOMS
- Access Equipment tab in BOLT
- Click on Send Return Label button
- Note: BOLT gives you direct access to the FedEx request form on our website
- Select Email & Print at Home OR Email & Print at FedEx; View & Print is a customer self-help option only
- Enter all information as provided in Customer Self Help section above - (If unsure of region, verify it with the customer)
- It may take up to 4 hours for the customer to receive the emailed label
Customer Did Not Receive Label
- If View and Print, advise customer to print another label on astound.com/support/internet/equipment-return
- If emailed, ask the customer to check their spam/junk mail
- Advise them to enter another request if they cannot find the email
- When a customer cannot enter the request, enter the request for them
- Only customers can select View & Print to receive label on their computer
Vendor Website Errors
- If an issue occurs and a label request cannot be submitted:
- Close browser window, re-open and try again
- If the error still populates, call the Control Desk to report the issue
- Let them know the issue you are experiencing and the error that displays
- Try again in a little while; usually issues are corrected quickly
- Example of errors you may see:
- Error message asking for username and password
- Error displays as:
- Missing or Invalid Ship to company name, etc.
- There was an error processing your submission. Please check your input and submit form again
- Any error that prevents you or a customer from requesting a label