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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 1

MetroPCS

XBM (Exchange by Mail)

User Guide

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 2

Table of Contents

Exchange Options……………………………………………………………………………….page 3

Manufacturer Contacts…………………………………………………………………………..page 4

Requesting a FRU by Mail………………………………………………………………………page 5

Availability and Substitutes……………………………………………………………………..page 8

Customer Claim Tickets…………………………………………………………………………page 9

Auto Submit……………………………………………………………………………………..page 11

Receiving Handsets from BroadTech…………………………………………………….……..page 12

Dispositions………………………………………………………………………………….pages 13-14

Shipping Handsets Back to BroadTech………………………………………………….………page 15

Over The Counter (OTC)………………………………………………………………………..page 18

Things to Remember…………………………………………………………………………….page 19

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 3

MetroPCS XBM In-Warranty Process

Validate that the handset is In-Warranty

o Duplicate failure.

o Make sure it’s in good condition (limited physical damage).

o Make sure there is no liquid damage (check liquid detection label).

Inform Customer of their options to replace their in-warranty phone

Option 1: Manufacturer Warranty.

Give your customer the contact information for that manufacturer. (see page 4)

Option 2: $10 XBM (Exchange by Mail).

Customer’s in-warranty issue must be duplicated at the time the requested

handset is claimed by the customer.

Inform the customer that their handset will be available in approximately 3

business days from the day requested.

Rep will log onto BroadTech and request a FRU exchange by mail for that

customer.

Rep will set the expectation that the customer will pay $10.00 plus tax at the

time the requested handset is claimed by the customer.

Option 3: $30 OTC (Over the Counter Exchange).

This option can be offered to the customer who requires a “same day” FRU

exchange if inventory is available.

This is a normal ESN/MEID FRU exchange using in stock FRU at authorized*

OTC locations.

Rep’s at non OTC locations are required to send customer to the nearest OTC

location needing “same day” FRU exchange.

Rep will set the expectation that the customer will pay $30.00**plus tax at the

time the handset is exchanged at the OTC location.

**Customer with 7 days or fewer with the handset may qualify for Metro Promise and will not

be required to pay a fee for in-warranty exchanges.

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 4

Manufacturer Contacts

If the customer chooses the Manufacturer Warranty Option, give them the appropriate contact

information.

RIM: 877-255-2377

http://us.blackberry.com/support

Huawei: 877-4Hauwei

http://support.huawei.com/support

Kyocera: 800-349-4188 Option 5 http://www.kyocera-wireless.com/support

LG: 800-243-0000 Option 1 www.lge.com/us/support/repair/support-warranty-claims.jsp

Nokia: 888-665-4228 Option 2 www.nokiausa.com/get-support-and-software/repair-and-recycle/warranty

Motorola: 866-289-6686 Say "cell phones" www.motorola.com/consumers

Samsung: 800-726-7864 Option 1, then 2 www.samsung.com/us/support

ZTE: 877-817-1759 wwwen.zte.com.cn/en/products/mobile/handset_services/index.jsp

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 5

$10 XBM Option – How to Request a FRU by Mail

To be performed by store representative

1. Go to Broadtech website https://unittracker.com

a. Login to website using provided username and password. (see MetroPCS ASR if not previously

provided).

2. Click on [Returns Ship Notifications].

To Create An XBM Order

3. Select RMA Type “XBM-Order”(for users with multi–location access select the appropriate location ID for that

designated dealer address) . Then click “[Create New RMA].

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 6

$10 XBM Option – How to Request a FRU by Mail

Click “[Add Units to RMA]”

1. Select [ESN Class] “FRU Exchange”

2. Enter Customer and Handset Information.

3. For Dealers: Enter in <Customer MDN>

4. For Stores: Proceed to Step 5

Dealer Only MDN=

MetroPCS Number

being Exchanged

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$10 XBM Option – How to Request a FRU by Mail

5. Enter In-Warranty Handset Information

a. Type/Scan [Decimal ESN/MEID]

b. Select [OEM]

c. Select [Model]

d. Select [Return Reason]

e. For Dealers: Select [Allowance Amt] less than 30 days select 10; more than 30 days

select 0.

f. Comment Box - Please elaborate on the issue the customer is reporting.

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 8

$10 XBM Option – How to Request a FRU by Mail

6. Enter Customer information[Name];[Customer Contact Number]

7. Click on [Check Availability]. This will confirm the FRU model you selected is in stock at BroadTech.

8. If there is no inventory available, you will be prompted with a substitute Model. If the customer will accept a

substitute, click [OK] if this is not acceptable to the customer click [Cancel], go back to Main Menu or Logout

and advise customer to come back at another time, contact the manufacturer for warranty support, or other options

that might be available.

9. Then Click on [Add Unit]

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 9

$10 XBM Option – How to Request a FRU by Mail

10. You will then be prompted to print a Claim Ticket to give to customer if desired.

Note: Keep a copy of each claim ticket for store records.

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$10 XBM Option – How to Request a FRU by Mail

11. The Claim Ticket is formatted to print on most standard receipt printers as well as desk/laser

printers.

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$10 XBM Option – How to Request a FRU by Mail

12. Then you may add additional units or click [Submit XBM]

Note: The system will automatically submit based on your market’s designations to facilitate

order processing and shipping consolidation at BroadTech. It is recommended to allow the

system to auto submit to ensure cost savings both in labor at BroadTech and freight with UPS.

If you require additional details contact your ASR.

13. To reprint a customer claim ticket, click “Print” next to appropriate ESN.

14. To delete ESN transaction, click “Del” next to appropriate ESN.

15. Click [Ship Notifications] to return to Main Screen.

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$10 XBM Option – Once the Handsets are Received at your Location

Receiving Inventory – Required to complete the XBM process.

When the requested FRU arrives at your location:

1. Log on to the BroadTech website https://unittracker.com and select [Exchange By Mail

Status].

2. Click on the [Receive Units] button.

3. Scan an ESN from the shipment or the tracking number into the pop up box and click [OK].

Only one ESN is required to identify and receive the entire shipment.

4. Confirm the number of units to receive in the order. This will update the tracking number and

received date to indicate unit(s) have been received.

5. Contact all customers involved in received shipment to inform them their requested handset has

arrived. You can text them using https://mint.metropcs.com/markets/sms/default.aspx

6. Click the [Notified] button to indicate the customer has been contacted.

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 13

$10 XBM Option – Once the Handsets are Received at your Location

7. When the customer comes to the store to claim their requested handset:

Set the expectation that customers have 7 days to pick up their XBM FRU.

a. Re-evaluate for In-Warranty conditions. (see page 3).

b. Employee charges customer a $10 Exchange by Mail fee plus tax.

c. Go to the [Exchange by Mail –XBM Status screen] and select [Delivered] (meaning

handset given to customer) from the dropdown menu. The system will ask you to confirm

customer picked up the requested FRU. Click [OK].

d. Next the system requests “Enter ESN of valid XBM FRU unit” given to customer. Scan

in the ESN of the FRU being given to the customer and click [OK].

e. At this point the system will prompt you to create an RMA for this unit. If an RMA is

already open, the unit will be added.

f. Now the “Exchange By Mail” status page is updated. You can now select another XBM

request to update, close out and return later or proceed to processing returns back to

BroadTech (see section “Shipping Return Handsets back to BroadTech”).

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$10 XBM Option – Once the Handsets are Received at your Location

8. If the customer does not pick up their FRU within 14 days of being requested:

Note: On the status screen, XBM orders that have reached 10 days since submission will have the

disposition box highlighted yellow. At 14 days it is highlighted red. Corporate stores will then have

all XBM handsets not yet dispositioned turned to Converted by the system (auto-convert) and entered

into that stores’ inventory. Dealers’ records will continue to be outstanding and appear on the “No

Disposition” report generated by Corporate Logistics. It is the responsibility of each market to ensure

no dealer XBM orders are over 14 days without the dealer returning the handset to BroadTech or

completing the order with the end customer.

Corporate Stores Only:

If you wish to convert the handset into your inventory prior to 14 days:

a. Go to the [Exchange by Mail Status] screen and select [Converted] from the dropdown

menu.

Note: *[Converted] units are now part of the stores’ inventory. To Return a [Converted]

unit to BroadTech go to: Main Menu / Return Ship Notifications / <Select RMA Type> /

FRU / Create New RMA / Return as “Overstock” / “Unkown” Condition

Corporate Stores and Dealers:

b. Select [Returned] if the unit is not picked up by the end customer and is being sent back to

BroadTech. These units will be added to the RMA as well.

Once a Disposition is selected it CANNOT be changed!

Definitions of Dispositions:

Delivered- When requested XBM Handset is claimed by customer and will prompt you to

begin the return process to BroadTech.

Converted- When the original requesting customer fails to claim a requested XBM

handset and that handset is converted into store inventory and can be used for OTC exchanges.

Corporate Stores Only.

Returned- When the original requesting customer fails to claim a requested XBM handset and

the requesting dealer returns the originally shipped FRU back to BroadTech.

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$10 XBM Option – Shipping Return Handsets back to Broadtech

Each location will need to return XBM handsets on at least a weekly basis. Keep in mind that all XBM

handsets should be processed and/or returned within 14 days of original request. Dealers can be

Charged FULL RETAIL PRICE for that model if they do not return it. See ASR for details.

DO NOT ship OTC exchanges, trade-ins, DOA or Metro Promise in the same box as XBM returned

handsets.

DO NOT ship regular RMAs, Overstock (see below) in the same box as XBM returned handsets.

Example of an Open RMA created to return handsets to BroadTech. Please note the difference between

RMA (RMA090928001) for FRU and XBM orders (XBM091001403).

Please remember to process XBM returns once you have 50 units or once a week whichever comes

first.

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$10 XBM Option – Shipping Return Handsets back to Broadtech

When you have reached 50 units to return or once a week:

9. From the main menu click on [Exchange By Mail Status].

This group of handsets should be all of the defective handsets customers have wanted to exchange and

the record dispositioned as “Delivered”. If you have excess handsets due to customers not showing up

they should be dispositioned as “Returned” and sent back to BroadTech.

To remove a handset from this group, click the Remove button. This will send the ESN back into your

inventory.

10. If you are ready to process, click [Submit].

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 17

$10 XBM Option – Shipping Return Handsets back to BroadTech

11. Verify models and quantities being shipped back.

12. Click [Submit] to transmit to BroadTech.

13. Print the shipping label. NOTE: UPS restricts a limit of 1 (one) time printing and cannot be

reprinted. Please be careful and mindful of the label.

14. Click [OK] to create shipping label.

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$10 XBM Option – Shipping Return Handsets back to BroadTech

Reminder: UPS restrictions mandate only 1 printing per label

Enter in [Tracking Number] and click anywhere on the screen to activate the [Submit] button.

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 19

$30 OTC (Over the Counter) Option – Customer Expectations

All locations that include non exclusive / exclusive dealers and DSWC locations will set the

expectations for all customers requiring a “same day” in-warranty exchange.

Customers may choose to have a guaranteed replacement phone in 3 business days for ALL IN

Warranty* issues! Or…. for those customers needing SAME DAY IN Warranty* service, customers

may visit one of several OTC locations.

“Same Day” OTC Service Fee

$30.00 + tax

*Evaluation for IN Warranty issues / condition is to be performed by authorized personnel in authorized MetroPCS

customer service centers.

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MetroPCS Confidential –XBM User Guide revised 11/09/2010 Page 20

Things To Remember

Who will we contact if you have any issues with the process of requesting a XBM or processing

an OTC exchange? FOR ALL ISSUES PLEASE CONTACT YOUR LOCAL METRO PCS

SUPPORT TEAM.

Things to Remember:

A processed RMA for Exchange by Mail can only include request for exchange by mail. Not

Over the Counter FRU exchanges or Trade In’s

Each location will need to return XBM handsets on a weekly basis. Keep in mind that all XBM

handsets must be processed and/or returned within 14 days of original request or the dealer may

be Charged FULL RETAIL PRICE for that model.

o Please DO NOT contact BroadTech, instead contact your LOCAL METROPCS

SUPPORT TEAM for any issue mentioned below or any other issue that you may

have.

-BroadTech Logon Issues

-XBM and OTC processing questions and concerns

-Address updates

-Reimbursement($) inquiries and reporting

To request a new user name or password, the location must contact their metroPCS Indirect

Account Manager.

To remove a user from an account, the location must contact their metroPCS Indirect Account

Manager.

For forgotten login information, only an authorized user may request the user name/password

information from BroadTech. The e-mail address with the account must be verified at the time

of the request. If a person calling in is not an authorized user then, the user name/password

information will not be given out and the caller will need to contact their metroPCS Indirect

Account Manager.