Page 43 - Demo

60 days Pre-existing Customer Program “Under 24 Months”
• Customer must have paid their DTV bill in full at least 60 days prior
o No balance due to ATT or DTV
o 60 days past last bill and equipment returned to DTV
o Existing customers do not qualify DO NOT FLIP CUSTOMERS USING THIS PROCESS
• The orders are processed in an ATT system and require additional customer information o Full identification (Social & Birthdate or DL, Birthdate & credit questions)
o Must be the customer signing up on the phone
▪ Security questions might be asked about the customer’s credit profile
▪ Failure to answers these correctly might result in a lock requiring a visit to a
corporate store or call center
• Customer preparedness (have ready before you call in)
o Pin Number required
o Security question answer • ALL Orders are run as HSP
o There is not a $19.95 Shipping and handling charge
o The customer will be charged a $35 Activation fee on their first bill
o $1 hold is still taken
o Installs are done through AT&T Corporate (downside: install conversion is about 8% less
than when Adcomm does install)
Process
1. Identify if the customer has had DirecTV in the last 24 months
2. Confirm that they paid their last bill at least 60 days prior
3. Enter the customer information into Adcheck
4. On the second screen select the toggle button “Previous Customer”
5. Submit order and write down Order ID
6. Prepare the customer for the third party verfication
7. Call the special Win Back toll free number
**If the order is run through Adcheck and receives an ERROR message, DO NOT STOP, simply call the order in on the 855 number.
60 Days Pre-existing Customer Number
855-416-7573
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