On Site Support and Customer Charging Proposition Guide
This document provides information regarding On Site Support (OSS) and Customer Charging Proposition (CCP). It includes FAQs to assist customers with on-site visits and equipment replacement options. Customers can learn about charges, renewal contracts, and contact methods.
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How do I fill this out?
Filling out this document is straightforward. Begin by clearly stating your questions or concerns related to the OSS and CCP. Once completed, ensure accuracy and provide relevant contact information if needed.
How to fill out the On Site Support and Customer Charging Proposition Guide?
1
Read the document thoroughly to understand all sections.
2
Identify the specific questions you need to ask.
3
Fill in your contact details where applicable.
4
Review your entries for any errors.
5
Submit your completed document as instructed.
Who needs the On Site Support and Customer Charging Proposition Guide?
1
TM customers needing support for equipment issues.
2
Business users requiring information on service contracts.
3
Home users exploring replacement options and charges.
4
Technicians looking for guidelines on customer interactions.
5
Customer support representatives wanting quick access to FAQs.
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What are the instructions for submitting this form?
To submit this form, complete all required fields with accurate information. Email the completed form to support@tm.com.my or fax it to +603-1234-5678. Alternatively, you may submit the form online via the TM support portal for a quicker response.
What are the important dates for this form in 2024 and 2025?
For 2024 and 2025, stay informed on renewal dates and equipment replacement timelines as per your service agreement. Ensure timely communications to avoid any disruptions in service. Contact TM for any urgent updates regarding your contract.
What is the purpose of this form?
The purpose of this form is to clarify important procedures surrounding On Site Support and Customer Charging Proposition. It ensures that both customers and technicians are aligned on expectations and processes. This enhances customer experience by providing easy access to essential information.
Tell me about this form and its components and fields line-by-line.
- 1. Customer ID: This field represents the unique identifier for each customer.
- 2. Issue Description: Here, detail the specific issues or concerns requiring attention.
- 3. Preferred Contact Method: Indicate how you prefer to be contacted by the technician.
What happens if I fail to submit this form?
Failure to submit this form may result in delayed support. It is crucial to ensure all information is complete for timely assistance.
- Delayed Response: Not submitting can lead to longer wait times for service.
- Inaccurate Charges: Incomplete information might result in incorrect billing.
- Lack of Documentation: Without a form submission, there may be no record of your request.
How do I know when to use this form?
- 1. Equipment Malfunction: When your devices fail and need assessment.
- 2. Service Contract Inquiry: To understand your options regarding contract renewals.
- 3. Replacement Options: When you need to decide between different payment methods for replacements.
Frequently Asked Questions
What is the On Site Support (OSS) charge?
The OSS charge is applied for an on-site visit by TM technicians to assess issues at your premise.
What scenarios will result in a charge for On Site Support?
Charges apply if on-site support is requested by you or if issues arise from your devices or internal wiring.
What is the Customer Charging Proposition (CCP)?
CCP offers customers the choice between renewing their service contract or making a one-time charge upon equipment replacement.
Can I decline to renew my contract during a technician visit?
Yes, you may inform the technician to change your option to a one-time payment.
Is there an upfront payment required for on-site support?
No, charges will appear on your monthly bill if you opted for one-off payment.
Can I change my equipment replacement payment option?
Yes, inform the technician of your preferred payment option during the visit.
What happens if multiple items are replaced?
All equipment charges will be detailed in your next monthly bill.
Am I allowed to replace non-faulty equipment?
No, replacements are only for faulty equipment as assessed by the technician.
Where can I check the charges from the on-site visit?
You will receive a Restoration Acceptance Form via email which outlines the charges.
How will I know if my contract has been renewed?
Check your contract status by logging into your account on unifi.com.my.
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