Leaked Internal Cancelation Process Document!

Check this out! Know what you’re getting yourself in to before you sign up, or find a way to get out of your contract!

http://rapidshare.com/files/180770193/Cancellation_Process.doc.html

Download the document above – click the link below to read it.

Cancellation Process

Departments Affected

All
Purpose

To outline the cancellation process and policy so proper expectations are set and understood.
Process

• A customer wishing to cancel their Clearwire services must speak with the Account Services (Retention) department
• Department hours of operation: M-F 6am to 8pm PST and Sat 7am-4pm PST (closed all Clearwire observed holidays- New Years Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, & Christmas)
• Once the customer calls Account Services, the Partner will review the agreement term, usage and account history
• Once all opportunities to save the account have been exhausted, the Partner will set proper expectations and document the account with a pending cancellation status
• Once the cancel reason has been determined, the Partner will appropriately note the account, using the proper cancel threat codes (a.k.a. churn codes)

Click here to view the Cancel Threat Codes

Returning the Equipment via UPS:
• The Account Services Partner will generate a UPS return label via CQ to be sent to the customer’s email address in order to get the leased modem/equipment back from the customer
• The return label email will have a link to the return label. That link will expire in ten days
• The return label can be either emailed at no charge or UPS will pickup the modem for a $15.99 fee (UPS attempts three times for pick up)

NOTE:
In order for the shipping to be at no cost to the customer, the customer must choose the email method of return

If the customer does not wish to use the above options for returning the equipment, the customer may ship the equipment to Clearwire at his/her own expense to:

3525 E. Post Road Ste. 110
Las Vegas, NV 89120.

THIS METHOD WILL CAUSE DELAYS IN THE CANCELLATION PROCESS (EXTENDED BILLING). THE CUSTOMER MUST RETURN WITH A TRACKING NUMBER AND FOLLOW UP WITH CLEARWIRE ONCE THE PACKAGE SHOWS SHIPPED. THE CUSTOMER IS RESPONSIBLE FOR ANY LOST/MISDIRECTED SHIPMENTS. SUGGEST THAT THE CUSTOMER INSURE THE PACKAGE FOR $200.00.

Modem/Equipment Return Restrictions Regarding Local Markets:
• Modems/equipment should be not be returned to the local market
• If the customer insists on bringing the equipment into a Clearwire office, eligible locations can be found by going to the www.clearwire.com site and clicking on the Contact Us link or http://clearwire.com/company/contact.php.
• If the equipment is returned to an eligible location, the local market will:
o Ensure the customer has spoken to the Account Services team by reviewing the history in BOSS
• If the customer has spoken to Account Services, the LM (Local Market) will return the equipment into inventory and then create a CQ ticket under Retention Returns for further processing.
Note: The LM can not take the equipment back without the customer speaking to the Account Services team.
• If the customer has not spoken to Account Services, the LM will proceed to provide the departments’ number 888-CLEARWIRE (253-2797) option 5 then option 3. The LM will only accept the equipment after the customer has spoken to Account Services
Pending Return of the Equipment:
• If the equipment is leased, an account is not canceled until the equipment has been returned
• If the equipment is owned or is not going to be returned (i.e. lost/stolen or damaged) then the Account Services Partner will create a CQ ticket under Retention Returns to have the account canceled. The account will be canceled within 24 to 48 hrs excluding weekends/holidays
• If the processing time for the equipment return causes a new invoice to generate, our processing team will determine any credits/refunds/charges due at the time of cancellation once the equipment is received provided that the customer returns the equipment in a timely manner or once the Retention Returns CQ ticket is received/processed. The customer must send the equipment within seven business days after speaking with Account Services and is responsible to let Account Services know if the label was not received. If the equipment is returned after that time frame, the new invoice generated will not be refunded

ETF is not applicable if the customer:
• Cancels within the first seven days
o If the customer has canceled within their first seven days, all funds paid will be refunded to the credit card/bank account on file provided that the leased equipment is returned in a timely manner
o If the customer has purchased their equipment and cancels within the first seven days, the purchase price of the modem will be refunded
o If the customer has purchased their equipment and been active for more than seven days, the customer has the option to return their equipment via the UPS process and be credited back per our Buy Back policy (see the Equipment and Accessories Return Process)
• Cancels for no RF if the modem has not ever connected or it has been verified that the customer cannot obtain signal at the original address or if the customer moves, at an address that passes Pre-Qual (PC cards excluded)
• Has fulfilled their agreement term without renewing
• Is in an ORT markets and cancels within their trial period. (see the ORT Process)
• If IPS and Broadband are ordered at POS and the IPS fails the E911 Validation, both services will not have an ETF
o If IPS and Broadband were ordered at separate times, the Broadband agreement term will be separate and valid.
• Has an approved VP ETF waiver
• Has an approved Account Services Manager waiver
• If a PC Card is ordered at the same time that the Broadband was ordered, no ETF to cancel one of the services while keeping one of the services. One ETF to cancel both
o If the services were obtained separately, each service will have a separate agreement term
• Is a Clearwire Employee/Partner

Demo Accounts:
Demo accounts are canceled upon LM request by submitting a request via a CQ ticket under Retention Returns
ETFs (Early Termination Fees):
ETFs (Early Termination Fees) are to be discussed with the customer only by Account Services. If the customer is on an agreement term and they signed up on or before February 28, 2007, an ETF Fee of $180.00 will be applicable. For customers who sign up on or after March 1, 2007, the ETF charged will be pro-rated based on the following chart:
Note: Please do not quote a customer an ETF fee, please direct them to Customer Care.
Termination Fee 1 year 2 year
Months Completed
0 220 220
1 210 215
2 200 210
3 190 205
4 180 200
5 170 195
6 160 190
7 150 185
8 140 180
9 130 175
10 120 170
11 110 165
12 0 160
13 - 155
14 - 150
15 - 145
16 - 140
17 - 135
18 - 130
19 - 125
20 - 120
21 - 115
22 - 110
23 - 105
24 - 0

Exceptions

Moving Exceptions:
If a customer moves after the first 6 months of service and was activated prior to September 1, 2006 the ETF might qualify to be waived with a United States Postal Service Change of Address confirmation letter. Account Services will make that determination. Moves for accounts activated on or after September 1, 2006, the ETF will be applicable and will not be waived regardless of a customer move or deployment with the exception of scenario #3 below.

If the customer moves and is canceling for RF reasons, see the scenarios below:
1. New address is not in the coverage area and does not pass pre-qual – ETF applies
2. New address is close to coverage area, has weak signal, but still does not pass pre-qual – ETF applies whether verified or not
3. New address is inside the coverage area and passes pre-qual – verified No RF (truck rolled) – ETF does NOT apply
4. New address is inside the coverage area and passes pre-qual – unverified No RF (no truck roll) – ETF applies if customer declines to troubleshoot/truck roll