Same Unit Repair

Asurion

Same Unit Repair

Field Operations Guide

Quick Reference Guide

Arrival & Departure from Repair Site / Preferred Option / Use Service Bench mobile APP
Secondary Option / Call the IVR to tech in: 877-746-4905
Last Option / Call Regional Service Manager listed below
Issues / Repair out of scope – Ask customer to call / Asurion Care: 888-881-2622
Unsuccessful repair - Ask Customer to call
Reschedule Appointment / Reschedule directly with customer
Reschedule Assistance / Command Center 844-218-2841
Inventory Issue / Call Regional Service Manager listed below
On-Site Work Issue
West / CA, AZ, NV, UT, WA, OR, ID, MT, WY / Ron Suess / 480-261-4905
South / TX, CO, NM, OK, AR, LA, MS, AL / Dan Olsen / 214-218-0532
Midwest / MN, IL, IN, MO, ID, OH, MI, TN, KY, WV, KS, NE / Jim Drossos / 219-713-3479
Northeast / PA, DE, NJ, NY, CT, RI, MA, NH, VT, ME / Daniel Grossi / 850-499-1916
Southeast / FL, GA, SC, NC, VA, DC, MD / Cliff Jahrmarkt / 954-647-3396

Proprietary & Highly Confidential Information – Unauthorized distribution of this material to any person not affiliated with Asurion or its Authorized Repair Network may be considered a violation of the Service Agreement and may result in immediate termination from the program.

Program Overview

Asurion’s Same Unit Repair program is designed to repair broken mobile phone screens at a customer’s home or business. This program is intended to repair ONLY broken screens and no other components of mobile devices. Same Unit Repair will give customers, who are filing a claim, two options when the phone has a cracked screen only.

Advanced Exchange (AE) Asurion’s standard offer which allows the customer to have a replacement device mailed (does not use in-field repair network).

Allows customer to choose a “replacement” device
Can be used for any type of damage, loss or theft
Can be used with any covered device regardless of color, make, model
Replacement device is shipped overnight

Same Unit Repair (SUR) fixes a customer’s current device.

Allows customer to keep all data on device secure
No need to set up a new device
Lower deductible
Same day repair option
Select color, make, model devices

SUR eligible Devices

APPLE
• iPhone 5C - Any Color
• iPhone 5S - SIL, GLD, RGD, GRY
• iPhone 6 - SIL, GLD, GRY
• iPhone 6S - SIL, GLD, RGD, GRY
• iPhone 6P - SIL, GLD, GRY
• iPhone 6SP - SIL, GLD, RGD, GRY
• iPhone SE - SIL, GLD, RGD, GRY / SAMSUNG
• Galaxy S5 - BLK, WHT, GLD
• Galaxy S6 - BLK, WHT, GLD
• NOTE 4 - BLK, WHT
• NOTE 5 - BLK, WHT, GLD / MOTOROLA
• Droid Turbo - Black, BBN, Red
• Droid Maxx - Black, Red

Projected launch date: Thursday August 11th, 2016

This field operations guide has been created to ensure consistent performance for a better customer experience with regards to customer service. Contact your Asurion Regional Service Manager with any questions you may have with regards to the program and/or service requirements.

Service Provider Overview

Technicians will be required to replace broken screens on qualified mobile devices. Technicians are required to attend the Asurion training program and receive completion certificate before any work is performed in the field. Technicians will follow all rules and processes of the program.

Background Checks: All technicians participating in the SUR program will be required to have a background screening that meets or exceeds all of Asurion’s requirements.

Certification: Each technician must complete the Certification Level 1 education module and achieve a “pass” grade for both the practical and written exams. Test phones and LCMs will be provided by Asurion for participants.

Note: All training phones are property of Asurion.

Tools: Asurion will specify a complete tool kit for each technician in the repair program. Service center is responsible for maintenance of tools and/or replacement if lost.

Inventory: Asurion will provide replacement screen inventory for each location. The provider is responsible for distribution of replacement screens to the technicians. Provider will conduct a monthly audit to ensure accurate inventory counts.

Note: All screens are the property of Asurion.

Program Definitions

Service Provider and Technician shall refer to anyone authorized to provide services listed in this document.
Approved Location shall mean the physical address and location of either the Customer’s home or office location. Asurion will take all reasonable steps to ensure these guidelines are followed.
Approved Parts shall mean any and all parts, materials or components which may be utilized by Servicer in the repair which have been approved and supplied by Asurion. (1
Regional Service Managers (RSMs) shall mean any in-field Asurion employees working for Asurion in connection with the management of this program.
Business Day shall be defined to include Monday through Saturday, excluding Holidays. Hours of operation are 9am-7pm. All scheduled appointment windows will be in the following structure; 9am-11am, 11am-1pm, 1pm-3pm, 3pm-5pm, and 5pm-7pm.
Certified Technician shall mean an employee or contractor of Servicer who has passed all background screening requirements of Section 3 of the Master Service Agreement and has met all technical criteria set forth by Asurion as required.

Basic Service Expectations

All repairs must be completed by an Asurion certified technician who has completed the certification and passed all background screening requirements.
Repairs can be scheduled between 9am-7pm, Monday through Saturday
Repairs will be scheduled in 2 hour arrival windows, tech should make every effort to arrive in the beginning of the window
Service Provider will provide agreed upon level of availability in Service Bench.
Repairs will be scheduled with a minimum of 3 hours prior to beginning of arrival window
Technician should make every effort to arrive in the beginning of the time window
The average repair should typically completed in 60 minutes or less
Jobs will not be scheduled for same day if request comes in after 2:00pm
If a schedule change is required, Service Provider can reschedule job and MUST put new appointment in Service Bench at the time of change.
All technicians will be required to have a smart phone with the Service Bench mobile APP loaded and active.
All technicians will be required to track all progress in real time through Service Bench mobile APP.

Vehicle Standards

Late model vehicles less than 10 years old
Vehicle should be clean (exterior and bed) and in good repair (not leaking oil, etc.).
Vehicles should be monochromatic and free of offensive decals and/or stickers.
If vehicle is a pickup truck with inventory stored in the bed, it must be equipped with a locking cap or cover. Canvas or plastic tarps are not acceptable methods for covering or protecting inventory and therefore not approved.

Wardrobe / Appearance Standards

Pant, Shirt, Hat – Shall be free of holes, tears, and any advertising logo or message except that of the Service Provider. Logo may not show any affiliation to any Wireless Carrier.
Footwear - This article of clothing shall be compliant to OSHA safety regulations. Shoes and boots shall be clean and free of holes and tears, and shall be worn at all times.
Booties - Protective shoe covers or booties shall be worn inside a customer’s home or office in order to prevent staining of flooring materials. The material makeup of booties will be designated by the Asurion.
Jewelry - Any jewelry worn by Servicer shall be compliant to OSHA regulations.
Tattoos - Tattoos that are offensive or distractive shall be covered at all times.
Grooming – Provider should be well groomed, hair neat and kept

Required Tools

Technicians will be required to have a complete set of tools as described below. All tools must be in good repair and replaced if lost/stolen.

Picks (Guitar Picks not Pictured)
Pro Tech Tool Kit
Magnetic Mat
ESD Straps/Matting
Magnetizer/Demagnetizer
iSesamo tool
Work Light
Xacto-Knife or Scissor
Magnifying Headset with Light
Gloves
Separation Tool (Isclack)
Suction Cup
Heat Gun
Tool Bag
Goggles (Not Pictured)

Customer Service Standards

Servicer shall ensure that each appointment is started within the scheduled time frame, as guaranteed to the Customer.
If for any reason the Servicer will not be able to make it to the Customer’s location or cannot perform the repair as scheduled; Servicer must immediately contact customer to reschedule repair. If the servicer needs any additional support please contact the Asurion command center.
Asurion must be notified, via Service Bench for any rescheduled appointment.
Servicer must call Customer 30 minutes prior to expected arrival time.
Whenever reasonably possible and safe, Servicer shall avoid parking in Customer’s driveway or blocking ingress/egress, except when necessary to unload tools or products.
Never enter the location unless an adult is present (18 years of age or older)
Technician will wait a minimum of 15 minutes before determining a Customer “no show” has occurred.
Servicer will conduct a pre-service consultation with Customer at the start of the appointment to ensure that Customer understands the service to be performed and to ensure all Customer requirements have been met.
Protective materials shall be used to cover any surface that will have tools, device, or debris during repair.
Never speak negatively about any product make, model, or brand....
Never blame a customer, Asurion, or Carrier… for anything.
Never use foul language.
Never voice your opinions or loyalty to any brand or carrier
Do not discuss pricing with the customer. Refer customer to the Asurion CARE team.
Never accept payment from a customer for any service (extra work, tips etc.)
Do not smoke, chew, accept food and/or beverages even if offered by the Customer
Servicer should avoid using Customer's bathroom. If necessary, ask for permission.
Servicer shall never solicit Customer for additional business for Servicer or others while performing an Asurion repair. Remember that you are there representing Asurion and its client at all times.
No family, friends, etc. can be at the customer’s home/office during an appointment. Only authorized technicians are allowed on premises.
Dress and Vehicle standards must be maintained as per below:
Never borrow anything from the customer or ask for their assistance in any way.
Ensure the work site is cleaned prior to departing
Servicer shall let Customer know that they may be contacted/surveyed by an Asurion representative.

Repair Process Overview

Availability – Service center will pre-set availability in Service Bench for appointments a minimum of 7 days in advance. Note: The amount of availability should meet or exceed volume projections for market.

Acceptance of Job – All jobs must be accepted or rejected by Service Provider within 1 business hour of receiving job. Note: Jobs should almost never be rejected, a job would only be rejected in an extreme situation.

Technician Assigned – As soon as possible a technician should be assigned to complete each repair request sent to Service Provider. This will allow Asurion to know that the technician assigned to the repair meets all screening requirements prior to scheduled date/time.

Appointment Confirmation – Asurion will send the customer an email reminder of their appointment the day before their repair is scheduled. If the repair is scheduled for the same day as the claim was filed no additional communication will be sent.

Tech Pre-Call – Technician will call the customer 30 minutes before anticipated arrival time to confirm appointment and provide customer with ETA. This call will be initiated from the Service Bench mobile APP so call completion is documented.

Arrival – Input “arrival” through Service Bench mobile APP. This records the time tech arrived on site and will determine on-time arrival metric. Pro Tip: Set up mobile APP to use location services so arrival will be automatically recorded.

Note: If the Customer is not at home at the time of arrival, the Technician must attempt to contact the Customer to reschedule to a mutually agreeable time. Any reschedules MUST be updated in real time in Service Bench. If no response, wait a minimum of 15 minutes. If the customer is more than 15 minutes late, technician must call Asurion Command Center at 844-218-2841 to provide an update and status of “customer no show” before leaving site.

Greeting Customer – Introduce yourself as the repair tech sent by Asurion to repair their mobile device. Show ID badge through your own mobile device.

Example: “Hello Mrs. Smith, my name is Brian. I am your Asurion authorized repair technician here to repair the screen on your mobile device. Let me give you a brief overview of what you should expect.”

Release Form – Ask customer to sign release form before you take the mobile device from the customer. This signature will help protect you and Asurion. The release form allows the tech to work on the phone but NOT to read or copy any data from the device. The release form is in the mobile APP and the customer will finger sign your device.

Example: “Mrs. Smith, in order for me to proceed, I will need you to sign this release form that will allow me to work on your mobile device.”

Pre-Inspection – First, the technician will validate the IMEI number on the device matches the IMEI number on your work order. If the numbers do not match you cannot proceed with the repair. It is also very important to thoroughly inspect the device for damage as tech is ONLY authorized to replace a damaged screen. If any damage is discovered over and above the cracked screen, the tech must decline to complete the repair (the exception to this rule is cosmetic damage that the customer accepts will not be repaired). The technician must take picture of broken device and load into Service Bench through the mobile APP.

Failed Pre-Inspection – After explaining the situation to the customer, ask customer to use their finger to sign unsuccessful acknowledgement form in mobile APP.

Example: “Mrs. Smith, due to policy I cannot repair your device today because of additional damage over and above the cracked screen. Please sign here acknowledging I explained the situation to you and your phone will not be repaired today. Please contact Asurion at 888-881-2622 if you would like to change your claim to Advanced Exchange.”

Passed pre-Inspection – Begin repair process.

Repair – The technician disassemble device, scans the new part to be installed, installs the new part and reassembles the device. Refer to “repair instructions” for complete details for each device. Contact company trainer or Asurion Regional Manager for additional technical support if needed. Important: Scanning any and all parts used in repair is critical!

Post Inspection – Thoroughly inspect device after the repair is complete. This will be the same list of checks as the pre-inspection. Tech must take picture of repaired device and load into Service Bench through the mobile APP.

Failed Post-Inspection – After explaining the situation to the customer, ask customer to finger sign unsuccessful acknowledgement form in mobile APP.

Example: “Mrs. Smith, I am sorry to inform you that during the repair additional damage was discovered on your device. Unfortunately, as I am only equipped to repair cracked screens, your device will need to be replaced under your Repair Warranty, please contact Asurion at 888-881-2622

Passed post-Inspection – Ask customer to finger sign successful acknowledgement form in the Service Bench mobile APP.

Departure – Select “departure” through Service Bench mobile APP. This records the time tech departed the work site and will “complete” the event so the Service Center can file a claim with Asurion to be paid.

Core – Place the defective part in the empty box from the new part. Use the enclosed shipping label to send the defective part back to Asurion for collection. The label is USPO postage so it can be mailed through any US Mail box.

Pro Tip: If the customer is not home or anything out of the ordinary happens, make a note in the work order using the Service Bench mobile APP. The notes will be visible to Asurion employees.

Parts Inventory, Management and Distribution Requirements

Distribution of Approved Parts. All Approved Parts shall be sent to the Servicer’s specified location on a distribution basis for Servicer to distribute to technicians in advance of any scheduled services. Title to such approved parts shall not pass to Servicer at any time and shall remain with Asurion.

Financial Responsibility for Approved Parts. Servicer is solely responsible for any risk of loss or damage to the Approved Parts upon receipt and until the Approved Parts are incorporated into Equipment and provided to the Customer and logged as a Completed Repair or distributed back to Asurion.

Handling and Use of Approved Parts

Technician shall at all times comply with the policies provided by Asurion (and as may be updated from time to time) in handling or managing the Approved Parts.
Use of Approved Parts: Asurion is to barcode and serialize all Approved Parts prior to distributing to Servicer. Upon receipt of Approved Parts from Asurion to Servicer’s specified location, Servicer is to scan all Approved Parts and consume into their system within two (2) business days. Should there be any Approved Parts noticed as damaged or defective upon arrival, Servicer is to notify Asurion immediately, and follow the Return of Approved Parts process.
Once the Approved Parts are properly received at Servicer’s specified location, Servicer is to distribute Approved Parts as needed to its certified technicians so as to ensure that adequate Approved Parts are available to provide the Services in compliance with this program.
The Asurion supplied Service Request will identify which Approved Part SKU, which corresponds to the make and model of the Customer Equipment, is approved for use on the repair. Under no circumstances may a different SKU be utilized for the repair.
While repairing Equipment, the Certified Technician is to scan or input all utilized Approved Parts information to the specific SR# in the System.

Return of Approved Parts