GWG Wireless Protection Program


Introduction

The Wireless Protection Program is a benefit offered to customers providing security and peace of mind that their wireless phone purchase is protected against loss, theft, breakage, accidental and liquid damage. It is the sales associate’s responsibility to create awareness of the benefits and offerings of the Wireless Protection Program.

Statistic: six out of ten people will have their wireless phone lost, stolen, broken or water damaged.

The Wireless Protection Program covers:
  • Lost & Stolen Phones
  • Broken or Mechanical Damage
  • Non-Functional Buttons/Speaker
  • Bad Screen
  • Want Charge
  • Accidental Damage
  • Broken Antena
  • Cracked Housing/LCD
  • Sand Damage
  • Dropped Cell Phone
  • Liquid Damage
  • Water
  • Rain
  • Soda
  • Pool
  • Toilet

Programs

1 & 2 YEAR PROGRAM COMMON ELEMENTS
  • Provides lost, stolen, broken, accidental and liquid damage coverage for wireless phone, standard battery and standard home charger.
  • Coverage for all makes and models of cell phones GSM, CDMA, TDMA, PCS and iDEN.
  • Covers All Carriers.
  • Coverage begins the 31st day after purchase (30 day “waiting period”)
  • Coverage underwritten by an insurance company.
  • 90-day activation window as long as phone is fully functional & not damaged.

1-YEAR REPLACEMENT PROGRAM (PREPAY ONLY)
  • Covers up to $1300
  • 2 replacements permitted within a 12 month period
  • 1-year coverage. (Renewable w/fee)
  • *Additional $35 for 2nd claim*

2-YEAR REPLACEMENT PROGRAM (MONTHLY ONLY)
  • Covers up to $1300
  • 3 replacements permitted within a 12 month period
  • 2-year coverage. (Renewable w/fee)
  • *Additional $35 for 2nd & 3rd claim

Deductible Schedule

$45.00 $0.00 - $189.00
$65.00 $190.00 – $379.99
$94.00 $380 + (Any PDA, Smartphone etc.)
iPhone $160.00


Call Center

  • 24 hours, 7 days a week, 365 days a year toll free.
  • Live operators
  • All calls are digitally recorded for quality assurance.
  • The Claims Center contact # is 1-877-293-6843

Information Needed for Filing A Claim

  • The person calling in the claim must be listed on the contract and know the manufacturer, model and wireless telephone number telephone.
  • The customer should call the Claims Center at 1-877-293-6843 and file a claim.
  • Credit Card information will be collected for the appropriate deductible(s).
  • If a credit card is not available, the customer will be instructed where to send certified funds.
  • Customer is notified by email of credit card charges
  • Customer is notified by email of certified funds received

Filing For a Lost And Stolen Phone

The customer MUST report the incident to police and obtain a...
  • Police report number
  • Copy of the police report
  • The customer MUST fax a copy of the police report.
  • They must make sure their name and wireless phone number are included on the fax.

If a hard copy police report is not available, the customer is required to obtain the following information:
  • The Police Dept.
  • Telephone number
  • Officer’s name and badge number
  • Report number.

All faxes should be sent to: (877) 220-8501.

A replacement phone will be shipped out from one of our Replacement Facilities within 24 - 48 hours after claim verification and approval.

All phones ship 2nd day UPS.

Customer receives email notification of tracking information.

If the customer’s original model is discontinued or unavailable, they will be notified of the replacement phones available.

All replacement phones are comparable models (features and technology) to the customer’s original phone and approved by customer.

Replacement phones may be new or remanufactured.

Filing for Broken Wireless Phone

Customer’s credit card will be charged for the wholesale cost of the broken phone. If the broken phone is returned to GWG within 30 days, the charge will be cancelled.

Customer receives email reminders to return the broken phone at: 30 days, 15 days and 5 days and upon charge to their credit card.

A replacement phone will be shipped out from one of our Replacement Facilities within 24 - 48 hours after claim verification and approval.

All phones ship 2nd day UPS.

Customer receives email notification of tracking information.

If the customer’s original model is discontinued or unavailable, they will be notified of the replacement phones available.

All replacement phones are comparable models (features and technology) to the customer’s original phone and approved by customer.

Replacement phones may be new or remanufactured.

Why are Claims Denied?

Claims are denied, delayed or cause customer(s) to become upset for the following reasons:
  • Attempt to file a claim during the thirty (30) day waiting period.
  • Contract will be voided.
  • Modifications to the phone – Other than clip on accessories
  • Unauthorized Repairs – Phones found to have been opened by an unauthorized agent
  • Failure to provide a police report within 30 days of filing a lost or stolen claim.
  • Failure to provide proper deductible payment within 30 days of claim filing.
  • Make and Model of phone not matching original contract information
  • Serial / ESN / IMEI numbers reported do not match the Serial / ESN / IMEI numbers of the damaged phone received for repair.
  • Phones found to have been intentionally abused or damaged.
  • Products with the Serial Number, IMEI, Hex or ESN altered, defaced or removed.
  • Warranty never registered with GWG
  • Customer not informed of deductibles.
  • Customer given false expectation of normal turn-around-time for claim processing & delivery of replacement product.

Track A Claim

Global’s Warranty’s new web site www.trackaclaim.com will allow your customers to monitor the status of their claim. Claim delays are usually the result of something the customer has failed to comply with or failed to complete.

Remind the customer to check trackaclaim before they contact the Call Center or you.

Inform the customer to keep the claim file number for tracking and reference purposes.

If they contact you or come to your store with a claims related issue Immediately ask them if they have checked trackaclaim.

Let them provide you with the details of the issue before contacting the Claims Center.

Marketing

Discuss the benefits of the Wireless Protection Program to the Customer:
Manufacturer’s warranty only covers defects in material and workmanship of original product.
A Carrier Activation Agreement may run one-two years with a charge for early termination.
If phone is lost, stolen, broken or accidentally damaged during term of a Carrier agreement, a replacement phone will have to be purchased at full retail value, possibly costing hundreds of dollars.

For a small one-time charge and a small deductible (should a claim have to be filed), customer is completely protected.
Process is very customer friendly.
The Claims Center is available 24/7/365 for claims filing and assistance.
Transferable to a different unit for the balance of the Extended Service Contract term.

Invoice Disclaimer

The following disclaimer will be placed on all invoices to assist you as a KEY SELLING TOOL.

I ACCEPT / DECLINE the Wireless Protection Program. I understand that if I decline the Wireless Protection Program and my wireless phone is lost, stolen, broken or has liquid damage during the ____ year agreement, that I will have to pay full retail price for the replacement phone which is estimated to be $______.

Pricing

1 Yr. Wireless Protection Program Contract = $83.95
2 Yr. Wireless Protection Program Contract = $105.95
Monthly customers billing option - $6.99/month

IPhone
2 Yr. Wireless Protection Program Contract = $145.99
Monthly customers billing option - $11.99/month

Commission

Times Telecom has established the following commission structure for retail staff:
$10.00 1 Year Prepaid Contract
$10.00 2 Year Prepaid Contract
$7.00 Month to Month Contract
 
iPhone
$10.00 iPhone - 2 Year Prepaid Contract
$11.00 iPhone - Month to Month Contract