Field Communications Team

January 6, 2016

OPERATIONS CricketSALES Sales Advocates UPDATES

UPDATES

weekly

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JANUARY

6

1

Field Communications Team

January 6, 2016

MESSAGE

SALESCricket Nation! OPERATIONS Welcome UPDATES

BOARD

UPDATES

AGENDA SALES UPDATES

OPERATIONS UPDATES

New Year’s Promo

January IT Release

Carrie Underwood Drive to Retail Sweepstakes

Device Replacements

LG True Price Change Kyocera Hydro VIEW Launch Kyocera Hydro VIEW Training

MESSAGE BOARD kTV

Misapplied Payments LG G Stylo Memory Porting Tips

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Field Communications Team

January 6, 2016

SALES

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UPDATES

New Year’s Promo – 1/8 through 1/21

Great Phones. Great Prices. From 1/8 – 1/21, Cricket will offer instant discounts to new, upgrading, and portin customers on select LTE devices • Port-in discounts exclude AT&T SPID 6214

Non-Port Price

New Port-In Price

Lumia 640 (LTE)

$99.99

$59.99

ZTE Overture 2 (LTE)

$49.99

$29.99

HTC Desire 520 (LTE)

$39.99

$19.99

Moto E (LTE)

29.99

$9.99

Device

(New activations & upgrades)

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

3

Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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Carrie Underwood Drive to Retail Sweepstakes – 1/4

We are excited to announce a Companywide consumer sweepstakes from 1/4 – 2/7! • Customers will bring a flyer to any Cricket store for their chance to win a VIP trip to see Carrie Underwood in concert in Denver • Advocates will visit http://cricketsweepstakes.com/register to register the customer • Leadership will send the flyer for stores to print and distribute to customers • Cricket employees, Dealers, and Dealer Employees are not eligible

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

MESSAGE BOARD

LG True Price Change – 1/8

On 1/8, the LG True will increase to $29.99 • New price applies to activations, upgrades, and ports

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

MESSAGE BOARD

Launching: Kyocera Hydro VIEW 1/8 What you need to know

$ 79.99

• Large 5” impact resistant qHD display • Dust and waterproof (to 3.28 feet for up to 30 minutes, IP57)

with activation, upgrade, or port

• 1.1 GHz quad-core processing power and fast 4G LTE speeds

• 5 MP camera with flash, HD video record and 2 MP front camera • 1 GB RAM, up to 8 GB internal memory, and support for up to a 64 GB microSD card • Long-lasting 2,160 mAh battery with battery saver mode • Android 5.1(Lollipop)

Device Image Here

What you need to do • Take training in Exceed • Check Insight for details on customized device demo content via Play Store • Check your planogram for merchandising details by 6 PM on 1/7

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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Kyocera Hydro View – Training

Kyocera will host 30 min. webinars from 1/7 – 1/14. All attendees will have the opportunity to win some great prizes! Training Schedule & Registration Links Please Click Below To Register • 1/07 - 9AM, 10AM, or 12PM ET (6AM, 7AM, or 9AM PT) • 1/12 - 9AM, 10AM, or 12PM ET (6AM, 7AM, or 9AM PT) • 1/13 - 9AM, 10AM, or 12PM ET (6AM, 7AM, or 9AM PT)

• 1/14 - 9AM, 10AM, or 12PM ET (6AM, 7AM, or 9AM PT)

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Field Communications Team

January 6, 2016

SALES

UPDATES

MESSAGE

OPERATIONS

BOARD

UPDATES

Kyocera Hydro VIEW – Accessories TPU Cases $14.99

Mesh Shellster With Holster $29.99 16GB $34.99

Wallet Folio $24.99

Two-Tone Shield $19.99

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

Waterproof* doesn’t mean you can’t add personality with a great new case. *Up to 3.28 feet for up to 30 minutes

8

Field Communications Team

January 6, 2016

SALES

UPDATES

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Summary: 1/17

IT RELEASE

WHAT YOU NEED TO KNOW Move Subscribers Between Accounts Cricket Global ID for Insight

JANUARY

17

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

MORE DETAILS NEXT WEEK Insight Redesign

9

Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

MESSAGE BOARD

IT Release: Move Subscribers Between Accounts

Sales Advocates will be able to move customer phone numbers between accounts as of 1/17 System simulation on Exceed

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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IT Release: Move Subscribers Between Accounts (continued)

Advocates will have the option to create a new account, or add to an existing account • Any applicable funds will automatically move to the new (target) account

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

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Field Communications Team

January 6, 2016

SALES

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OPERATIONS UPDATES

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IT Release: Move Subscribers Between Accounts (continued)

Advocates will validate the prorated charges (if any) prior to validating the transfer and completing the merge More detail on Insight

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

12

Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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IT Release: Cricket Global ID for Insight (Dealer)

Effective 1/17, Dealer Advocates will begin using a universal Global ID to log in to Insight. In the future, this login will be used to access many Cricket systems. • Current Insight logins will be unavailable at EOD on 1/16 • Talk to your Manager to get your new Cricket Global ID and password • Be sure to test your ID before 1/17 Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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IT Release: Cricket Global ID (Dealer) (continued)

Testing your Global ID • To test the Global ID, the Dealer Advocate or Dealer Manager should log into the following URL: https://selfserve.cricketwireless.com − The Login and Password are case sensitive

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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IT Release: Cricket Global ID (Dealer) (continued)

Testing your Global ID • The user will be asked to change the initial password

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Field Communications Team

January 6, 2016

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IT Release: Cricket Global ID (Dealer) (continued)

Testing your Global ID • Once the new password has been entered, the user will need to log back into the URL: https://selfserve.cricketwireless.com • You should receive this confirmation message

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Field Communications Team

January 6, 2016

SALES

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OPERATIONS UPDATES

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IT Release: Cricket Global ID (COS) (continued)

Effective 1/17, internal employees will begin using their Global Logon ID to log in to Insight. In the future, this login will be used to access many Cricket systems. • Current Insight logins will be unavailable at EOD on 1/16 • Global Logon ID and passwords are used for several internal AT&T sites (e.g. Webphone and eLink) • Users can obtain their initial Global Logon password, or reset their current Global Logon password here

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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Device Replacements

Some customers have received an insurance/warranty replacement device that displayed a message asking for the Google account previously linked with that phone • This is likely due to “kill switch” being enabled on the replacement device • Email [email protected] to ensure the customer gets a quick replacement for the device Remember to always assist the customer in disabling “kill switch” on returned devices

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

MESSAGE BOARD

Misapplied Payments

Increase in misapplied payments to customer accounts Ensure Advocates select the correct account prior to processing payments: •

Double check the telephone number

•

Ensure the customer receives a payment confirmation text prior to leaving the store

•

If the customer was suspended, make sure the line is restored

•

If a payment is misapplied, RQ locations can do a bill pay refund and reprocess the payment (same day only)

Please reinforce this information with your stores

RQ Same day refund process

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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LG G Stylo Memory

Some LG G Stylo phones have experienced issues with low memory •

The issue occurs when the System Data folder exceeds 5 GB, which is related to customers using streaming music apps

•

LG is developing a software update to optimize the phone's memory management, which will be pushed directly to customers’ phones in late January 2016

•

Advise customers experiencing issues with LG G Stylo memory of the upcoming software update

To temporarily address the issue, assist customers with the following steps: 1.

Back up phone content to an SD card, Google account or via the LG backup app on the phone (under Settings > General tab > Backup)

2.

Factory reset the phone

3.

Avoid music streaming until the software update is available or factory reset their phone each time it becomes full

More details on Tribe

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Field Communications Team

January 6, 2016

SALES

UPDATES

OPERATIONS UPDATES

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Porting Tips Please wait 1 hour before calling the Cricket Porting Center unless you receive an error message. Ports can take 1 to 8 hours or more to negotiate between carriers. Information required to complete a Port 1. 2. 3. 4. 5.

Old service provider account number Account name PIN or password (if applicable) ZIP code on the account Active wireless number

Have you received a port status of “Resolution Required”? • • • • •

Do not cancel the port request

Click on the port request, click “edit” and review the error message Validate with the customer that they provided the correct information based on the error the other carrier is sending Enter correct information and click “submit” ― If the customer does not know the correct information, have them call the other carrier to obtain the correct information Refresh the screen to see the new port status ― Continue to process as normal based on the new port status

Cricket Wireless Proprietary (Secure Restricted). Only for use by authorized individuals as approved by an Officer of Cricket Wireless.

Port Troubleshooting on Insight

More details on Tribe

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Field Communications Team

January 6, 2016

SALES

UPDATES

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•Check out this week’s kTV Episode 33 is the best way to recover from the holidays!

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Field Communications Team

January 6, 2016

SALES

UPDATES

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