United Rentals does NOT users to have minor breaks repaired.
Note: Always check the date the device was purchased/activated. If within the first year of purchase and there is no physical damage to the device, ALWAYS attempt a warranty replacement with the carrier first.
User reports a Broken Device
Check Upgrade Eligibility Date:
- Verify the user’s upgrade eligibility date to determine whether they are eligible for a device upgrade.
You checked MAX-OPS and the user is NOT ELIGIBLE for an Upgrade device
In order to Process this request you must log into the portal.
To access the portal:
1. Go to http://my.ur.com.
2. Under My Applications, select the Wireless tile/ It Self Service .
3. The United Rentals Login window displays.
4. Enter your Network ID and Network Password then click Login. 5. The OnePortal℠ Team Member Dashboard displays. Select Service Management - then New Request
5. Look to the left of the screen and select Replace
Please make sure you verify your information prior to the final submission. Once you hit submit notify your manger to approve the request. Please let me know if I can be of additional assistance. Thank you
Thank you for contacting the Wireless Service Desk today.
We assisted with ordering a replacement device.
If you have any further questions or require additional assistance, please don't hesitate to contact us. We will proceed to close ticket #.
Have a great day!
Best regards,
Agent
- 877-862-7849
- FAST: option 2
All transfers must be warm transfers and must give the FAST team more detail on who is calling and what problem they seem to be having. Also help them with any other information they may need before taking the call.
If your hold time is longer than 90 seconds then inform the customer you will be linking the call so they can continue to wait for service. Provide the user with a ticket number or any information that will need to be passed on to the FAST team.
Hi Team,
The user has reported a broken device. We have verified the upgrade eligibility and found that the user is ineligible for an upgrade. Therefore, I am transferring them to FAST Support for a potential replacement or further assistance.
User Details:
- Username: [Enter Username]
- Phone Number: [Enter Phone Number]
Thank you for your assistance!
Best regards,
[Your Name]
Canadian Device Upgrade Process:
Upgrade Eligibility for Canadian Devices:
- Eligible for upgrades every 3 years.
- If a user is requesting a replacement or upgrade before the 3-year mark, refer them to the full-price device upgrade request.
iPhones:
- iPhones do not need to be returned to the vMOX warehouse unless the user wants to pay for it and handle the customs from international shipping.
Android Devices:
- Shipped to Barcoding prior to being sent to the user.
- Before reaching out to the Orders Team for an update on a shipped Canadian Android device, check the vMOX orderand ensure:
- The device has shipped from the carrier (Bell Canada).
- It has been 14 days since the device was sent to Barcoding, as it will take that long before it is shipped to the user.
You checked MAX-OPS and the user is ELIGIBLE for an Upgrade device
Notify the user they are eligible for an upgrade and to place this request in the One Portal
You are eligible for an upgrade.
In order to Process this request you must log into the portal.
To access the portal:
1. Go to http://my.ur.com.
2. Under My Applications, select the Wireless tile/ It Self Service .
3. The United Rentals Login window displays.
4. Enter your Network ID and Network Password then click Login. 5. The OnePortal℠ Team Member Dashboard displays. Select Service Management - then New Request
5. Look to the left of the screen and select Upgrade/Replace
Please make sure you verify your information prior to the final submission. Once you hit submit notify your manger to approve the request. Please let me know if I can be of additional assistance. Thank you
If the user has navigated to the One Portal screen to order devices and they do not see device or the user is not eligible check the users PHONE LINE Details PAGE
Make sure the line is in an ACTIVE status. If the device is active on the carrier then update the line in MAX-OPS to ACTIVE and re-direct the user to place the order request
Thank you for contacting the Wireless Service Desk today.
We have updated your line so you could place the order request..
If you encounter any issues or have further questions, please don't hesitate to call us back. We will proceed to close ticket #[Ticket Number].
Have a great day!
Best regards,
Andre
Thank you for contacting the Wireless Service Desk today. You are eligible for an Upgrade request. To Process this request you must log into the portal.
To access the portal:
1. Go to http://my.ur.com.
2. Under My Applications, select the Wireless tile/ It Self Service .
3. The United Rentals Login window displays.
4. Enter your Network ID and Network Password then click Login. 5. The OnePortal℠ Team Member Dashboard displays. Select Service Management - then New Request
5. Look to the left of the screen and select Upgrade/Replace
Please make sure you verify your information prior to the final submission. Once you hit submit notify your manger to approve the request. If you encounter any issues or have further questions, please don't hesitate to call us back. We will proceed to close ticket #[Ticket Number].
Have a great day!
Best regards,
Andre