VIP Clients

[Splat]

So to my undestanding the VIP Clients can get free repairs or even new phones. So this Client (VIP) had an issue with the phone and after several questions i offered the free repair once i did that the ticket was market as failed because my boss told me i should have offered the repair(???) is this a bug or wtf?

[Zorax216]

It can be a bug but do you ask the two factor identification?
On a VIP profile, at the bottom of the page there is a number. You need to ask the two factor identification and see if the customer gives the same number. If they give the same, you can help, otherwise you answer that you cannot help them

[Gangoke]

As stated above VIPs should be verified with 2 factor first.
After you get the email "No more free phones for extended warranty" free phones should only be sent to VIPs when they lose their phone, or if its stolen. But always try "call your phone" first and "GPS Track" second if they lost it, and try "GPS track" first when its stolen. If they say that they don't wanna deal with that then send them a phone

[harpoonlobotomy]

I had a few of these. I ended up losing the game thanks to one so I've not been able to verify if it was the 2 factor issue (though it may well have been, I'd forgotten about that entirely tbh so I'll own up to that) but the emails weren't much help; it's quite confusing to fail a call then get an email stating "because she had a vip account in working order, you should have suggested that we can't help her"...

[AssAssIn]

so, i asked for 2FA code b4 anything else. code ddint match. told them i could not help them, and refused to excelate. ticket failed for some reason... https://i.imgur.com/vjzB0kd.png https://i.imgur.com/GBV2xZZ.jpg im wondering if it wanted me to help them since it was just a simple setting, and the 2FA should only be used for more serious things?

[Figloalds]

Let me explain briefly here how I think the system works:
There's the "Send for Repair" option, it is Free for standard warranty ONLY IF THE FAULT IS NOT CAUSED BY MISUSE.
Send for Repair is free for Extended warranty regardless of the cause.
Now VIPs have full Extended Warranty PLUS Free phone, BUT ONLY if they provide the correct 2FA, otherwise they are to be treated as "No Warranty".
Regardless you must try basic ♥♥♥♥ first
For example:
"I cracked my screen (VIP)"
> Try changing it.
"I'm not comfortable doing so"
> Try to upsell "Send for repairs" (no need to check 2FA for upsell)
"My warranty should cover it!
> Check 2FA
If it matches, then send for repair, else say "We cannot help"
"Cant you escalate?"
> No.