WSR
Hello,
I’ve created a warranty service request for your Fire tablet. Please send your device to us so it can be checked by our technicians.
Your pre-paid return shipping label can be printed using the link below:
Please keep your USB cable or power adapter, [FOR KIDS EDITION TABLET ADD: Kids Edition Tablet Cover,] manual, and any accessories or other items that originally shipped with your device.]
We will send you an email to let you know when we are done servicing your device, along with other important information about your warranty service request.
Thank you for allowing us to work through this with you.
WSR
_____
Since troubleshooting steps failed to resolve your issue, we now have to check the warranty of the device. I have confirmed that your kindle is still in warranty, so I'll be processing a warranty service request. We would be asking you to return your kindle back to Amazon for replacement or repair. If in case that the team has identified that the device must be replaced, we'll send the replacement within 5 business days. Can you provide me the shipping address where we can ship the device replacement?
WHILE PROCESSING THE WSR
____________________________
Anyway, an email will be sent to you with a link for the pre-paid shipping label where you can print and send the device to any UPS. This must be printed within 7 days and the device has to be returned in 14 days before it expires.
WHILE CUSTOMER IS CHECKING THE RML
_______________________________________
Just to add up-please keep all the accessories came with the kindle such as the cover and chargers, please just return the device itself.
WSR/Replacement concerns:
Now that we have already processed a Warranty service/Replacement for your device, Is there anything else I can assist you with?
Did I resolve your issue today?
Again, this is (CSA) thank you for calling amazon! Have a great day/night!
OOW SPIEL
___________
Since we already performed all the troubleshooting steps and it looks like the your device has a hardware issue, which needs to be replaced. We process replacement under the terms of our Manufacturer's warranty and as I checked on your account, your device was purchased on _________ and it shows here that your device is no longer covered with the warranty. Did you purchase an extended warranty when you originally bought your [Kindle/Fire tablet]?”
If the customer answered, YES: locate the Order # of EW and transfer the call EW provider
If the customer answered, NO:
Don't worry, I’m happy to offer additional options for you. We know how you've taken care of your device and I truly understand that it was not your fault to get the system failed to work. But if you are planning to get a brand new device with FRESH warranty included, I can give you a way to get your device upgraded or get a device same as what you have at a discounted rate.
Understand how the customer uses their Kindle or Fire tablet. You can ask,
I just wanted to ask, how do you usually use your device? Do you usually browse internet? Streaming videos? Playing games or apps? Or you only use it for reading e-books? I can look for a device that I may think suitable with your needs.
If the customer is not happy with the 15% discount: Reach out to your support for more discounts.
If the customer is undecided: I don't want to force you to purchase a device now. This offer does have an expiration date. What I'm going to do is to put a full annotations on your Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
If the customer said that he don't want to purchase a new device: Whatever the decision you may come up with it will be highly respected. You can always download a free Kindle Reading App to any devices that you have so you can still access your books. But if in case you've changed your mind, I'm going to put a full annotations on you Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
closing spiel:
______________
Just a quick recap with what I've offered, I've added/noted a discount of (% of OOW) on your account towards getting a brand new tablet/e-reader.
Is there anything else I can assist you with?
Are you satisfied with the resolution I have provided?
Again, this is (CSA) thank you for calling amazon! Have a great day/night!
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
Hello,
I’ve created a warranty service request for your Fire tablet. Please send your device to us so it can be checked by our technicians.
Your pre-paid return shipping label can be printed using the link below:
Please keep your USB cable or power adapter, [FOR KIDS EDITION TABLET ADD: Kids Edition Tablet Cover,] manual, and any accessories or other items that originally shipped with your device.]
We will send you an email to let you know when we are done servicing your device, along with other important information about your warranty service request.
Thank you for allowing us to work through this with you.
WSR
_____
Since troubleshooting steps failed to resolve your issue, we now have to check the warranty of the device. I have confirmed that your kindle is still in warranty, so I'll be processing a warranty service request. We would be asking you to return your kindle back to Amazon for replacement or repair. If in case that the team has identified that the device must be replaced, we'll send the replacement within 5 business days. Can you provide me the shipping address where we can ship the device replacement?
WHILE PROCESSING THE WSR
____________________________
Anyway, an email will be sent to you with a link for the pre-paid shipping label where you can print and send the device to any UPS. This must be printed within 7 days and the device has to be returned in 14 days before it expires.
WHILE CUSTOMER IS CHECKING THE RML
_______________________________________
Just to add up-please keep all the accessories came with the kindle such as the cover and chargers, please just return the device itself.
WSR/Replacement concerns:
Now that we have already processed a Warranty service/Replacement for your device, Is there anything else I can assist you with?
Did I resolve your issue today?
Again, this is (CSA) thank you for calling amazon! Have a great day/night!
OOW SPIEL
___________
Since we already performed all the troubleshooting steps and it looks like the your device has a hardware issue, which needs to be replaced. We process replacement under the terms of our Manufacturer's warranty and as I checked on your account, your device was purchased on _________ and it shows here that your device is no longer covered with the warranty. Did you purchase an extended warranty when you originally bought your [Kindle/Fire tablet]?”
If the customer answered, YES: locate the Order # of EW and transfer the call EW provider
If the customer answered, NO:
Don't worry, I’m happy to offer additional options for you. We know how you've taken care of your device and I truly understand that it was not your fault to get the system failed to work. But if you are planning to get a brand new device with FRESH warranty included, I can give you a way to get your device upgraded or get a device same as what you have at a discounted rate.
Understand how the customer uses their Kindle or Fire tablet. You can ask,
I just wanted to ask, how do you usually use your device? Do you usually browse internet? Streaming videos? Playing games or apps? Or you only use it for reading e-books? I can look for a device that I may think suitable with your needs.
If the customer is not happy with the 15% discount: Reach out to your support for more discounts.
If the customer is undecided: I don't want to force you to purchase a device now. This offer does have an expiration date. What I'm going to do is to put a full annotations on your Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
If the customer said that he don't want to purchase a new device: Whatever the decision you may come up with it will be highly respected. You can always download a free Kindle Reading App to any devices that you have so you can still access your books. But if in case you've changed your mind, I'm going to put a full annotations on you Amazon account indicating that I offered you a 15% discount, so once you called back there will be a future reference for the next representative.
closing spiel:
______________
Just a quick recap with what I've offered, I've added/noted a discount of (% of OOW) on your account towards getting a brand new tablet/e-reader.
Is there anything else I can assist you with?
Are you satisfied with the resolution I have provided?
Again, this is (CSA) thank you for calling amazon! Have a great day/night!
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************
***SMC/KTS/KCC***
Name:Email:TN:Contact I.D:
ISSUE:
RESO:
Follow up reason:Agreed date/time:
**********************************