CALL DRIVERS for ESCALATION CALLS

546-925-8869
Steven Kalbach

**escc call from rl19** cx called in asking for compensation. Cx has been experiencing
dropped calls for the past 3 months. Cx has been given compensations multuple times.
5 months tenureship. Verbalized that the cx is just calling us during he's out of service
or no credits on the account. Checked tech notes, no issue and network error. Possible
credit abuser. Credit denied. adv that the credit is not warranted at this time possible
termination of the service. t-community.t-mobile.com/DOC-12196/

10:39AM EST
05/27/2015

Track ID: 187124

AVAYA ID: 467124
AGENT: Vanessa Divina Bautista

MSISDN: 468-924-5859
Cx's Name: Dwayne White

cci called to ask for manager. deescalated the call. cx was just asking for the problem
of his phone that can't connect to the WIFI. Checked account notes, already talked to
tech. tech adv to do a post exchange. checked the account, device still under warranty
until September of
2015. Checked IMEI: 013001256772015 Iphone 5S 32GB Silver. Processed the post
exchange order request. Adv that the cx has to send the phone back to us within days
of creating the order. adv to send only the phone no accessories.
Order number: 249862963
UPS Tracking number: tz10135526925342891
GRE SMART