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Guest Message by DevFuse

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Upgraded box, installed left old equip?


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24 replies to this topic

#21 OFFLINE   west99999

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Posted 12 March 2013 - 08:47 PM

"An attempt shall be made to recover and return all Set Top Boxes from a customer's home when they are swapped or replaced regardless of model."

Just because some techs don't follow the policy outlined above doesn't mean it is not 100% the policy.

I am sure that a lot of things go on that you don't know about. There is also 100% a scrap process in place for IRD's that are not refurbished.

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#22 OFFLINE   cwtech

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Posted 12 March 2013 - 10:35 PM

that one should not fall back on you anyway, when a installer does a swap replace on a customers account that should automatically fall into HIS inventory return list, Did he at least take the access card out and with him, in some instances and varies other reasons sometimes the access card is all that the installer will take.

#23 OFFLINE   Brubear

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Posted 13 March 2013 - 12:22 AM

"An attempt shall be made to recover and return all Set Top Boxes from a customer's home when they are swapped or replaced regardless of model."

Just because some techs don't follow the policy outlined above doesn't mean it is not 100% the policy.

I am sure that a lot of things go on that you don't know about. There is also 100% a scrap process in place for IRD's that are not refurbished.


I haven't worked in the field for over a decade. Field policy is not shared with agents. I would agree that set top recovery should take place - it only makes sense - but I diligently researched our resources and there was NO mention of that policy, only what is done if a customer is negatively impacted by a recovery that ended up in them being charged a NRF.
If there is a link for that policy, could you share it?

Edited by Brubear, 13 March 2013 - 12:33 AM.

my comments and opinions are my own and do not suggest endorsement by my employer


#24 OFFLINE   west99999

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Posted 13 March 2013 - 01:29 PM

I haven't worked in the field for over a decade. Field policy is not shared with agents. I would agree that set top recovery should take place - it only makes sense - but I diligently researched our resources and there was NO mention of that policy, only what is done if a customer is negatively impacted by a recovery that ended up in them being charged a NRF.
If there is a link for that policy, could you share it?


If you have access to DWS you can find it there along with all policy and procedure related to the field.

#25 OFFLINE   Brubear

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Posted 14 March 2013 - 10:18 AM

I do not have access to DWS

my comments and opinions are my own and do not suggest endorsement by my employer





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