Introduction

• For Digital West customers, send an email to support@digitalwest.net and include the following information:
   
  • Contact Name
     
  • Daytime contact number
     
  • Details of the request

• Active Account
   
  • Front line agents DO NOT remove equipment from a customer's account
     
  • Advise customers they will be billed for the equipment until it is returned
     
  • Equipment that is not provided to the technician during the scheduled appointment is billed to the customer
     
    • Example: The customer returns the converter box but does not return the remote control
       
  • If a customer returns a converter, they will not have active service on that outlet without cable equipment

• Disconnected Account
   
  • Customers are responsible for the equipment until it is returned to us
    ​​​​​​​
  • If unreturned, they will be billed for the unreturned equipment
     
  • To return equipment to us as soon as possible to avoid equipment charges

• Equipment Returns
   
  • First, suggest to the customer to return our equipment to a local office
     
    • The front counter agent removes the equipment from the account and provides a receipt
      ​​​​​​​
  • Or, send the customer an equipment return label to return equipment free of charge
    ​​​​​​​
  • If a technician pick up is requested, there is a truck roll fee and the equipment must be picked up at the customer's service address
     
    • Chicago customers with disabilities are not charged the fee
       
      • If the customer is aware of the ordinance, they volunteer the information about a disability, however we do not have to offer or ask the customer if they are disabled
         
      • If the customer indicates that they are disabled we will not ask for proof, the technician can verify at the time they go out to the home
         
      • Zero the charges on the work order and note the W/O comments

Resolution Steps

 

Active Account

 

1. ICOMS Order Entry menu, choose Service Change with Order Type Schdl Tech Visit
    
2. On the Order Entry [ES] remove ALL of the MRCs associated with the equipment being removed
    
3. Apply the One Time Charges* on the One Time Charges [OT] screen
   
   • Note: There will need to be at least two one time charge codes on the Work Order
      
     1. A code for the Truck Roll to pick up the equipment, choose the correct code for the type of services
         
     2. A code for each piece and type of equipment
         
        • Cable: RPUEQIP, add 14.95 fee
        
        
        • Data: RDPUEQ, add 14.95 fee  
        
        
        
         
4. Schedule the Work Order for the first available date in Regular Quota
    
   • In the work order comments, include how many pieces of equipment are to be picked up
      
   • Include the last 4 of the serial number, if equipment is already disconnected
      
     • If the customer refuses the time frame, suggest an equipment return label
        
     • They can take the equipment to the local office
        
5. In BOLT, access the General Ledger and verify/update the billing address on the Statement Config tab 

 

* One Time Charge Fees

• Active customers will be charged a truck roll fee
   
• Chicago customers with disabilities will not be charged this fee
   
  • If the customer is aware of the ordinance, they will volunteer that they have a disability
     
  • We should not ask the customer if they are disabled
     
  • If the customer indicates they are disabled, we will not ask for proof, the technician can verify this information
     
  • Zero out the Truck Roll Fee, and note the W/O comments that fees were waived due to the ordinance
     

 

Disconnected Accounts

 

1. From Order Entry choose Special Request Order [SR] with Order Type 6-SRO

1. From Customer Information: select Display Bill to Information
    
   • Confirm/update the billing address
   
   
   • Exit back to Customer Maintenance [CM] Screen
   
   
   
    
2. Apply the One Time Charges* on the One Time Charges [OT] screen
   
   • Note: There will need to be at least two one time charge codes on the Work Order
      
     1. A code for the Truck Roll to pick up the equipment, choose the correct code for the type of services
         
        • Add the appropriate OTCs from the Installation and Repair Policy
     
     
     1. A code for each piece and type of equipment
         
        • Cable: RPUEQIP, add 14.95 fee
        
        
        • Data: RDPUEQ, add 14.95 fee
        
        
        
         
3. Go to Work Order Scheduling [SW], schedule first available date in All Day quota
    
   • In comments, note how many pieces of equipment are getting picked up
   
   
   • Customers must be home all day for the appointment
   
   
   • If the customer refuses the all day time frame, suggest that we send an equipment return label
   
   
   
    
4. On the Order Summary [OS] Screen review information and hit Enter