FOLLOW THIS SCRIPT ON PRO PLAN CUSTOMER SERVICE CALLS.
CLICK THE + SYMBOL FOR EACH CALL TYPE TO ACCESS THE SCRIPT.
*Read the notes on the customers account to get an understanding on the status of the account and any issues that need to be addressed.
1. Thank you for calling The Protection Plan Center. My name is YOUR NAME. Can I have your phone number please?
2. One moment while I pull you up.
3. How can I help you today?
Calling about recurring charge
That fee is the monthly maintenance fee for your protection plan on your “PROVIDER” equipment. The protection plan is what covers all your technical support, your remote controls, receivers, and technician visits if a tech needs to be sent out to your home to service your equipment. Do you have any other questions for me today?
NO: MOVE TO CALL ENDER
I DON’T WANT TO PAY THIS FEE: This fee is what keeps your plan current and active. If I cancel this fee, then this would leave you at risk for out-of-pocket repair costs. Technician visits cost up to $99 per visit. The $2.99 fee keeps your plan active and covers the cost of these fees. So can we go ahead and keep your plan active?
NO: Ok I will go ahead and cancel this. You will not see another monthly maintenance fee moving forward. Have a great day.
YES: MOVE TO CALL ENDER
YES: MOVE TO CALL ENDER
Wants to Cancel Pro Plan
I understand you want to cancel your plan. Keep in mind this plan is what covers all your tech support including service call fees for technician visits. Those cost up to $99 per occurrence. This plan also prevents you from having to pay monthly on your bill for a protection plan. Your provider charges ($5/$5.95/$8.99) a month for a protection plan, so this saves you ($60/$72/$108) a year and keeps you from paying any out of pocket repair costs. So let’s definitely keep your plan active as coverage is important.
STILL WANTS TO CANCEL:Well we do offer a 120 day money back guarantee on our plan. Let me at least send you the information on your protection plan to look it over in your email. If you still want to cancel you can always call back, but I’m sure once you see the benefits in writing, you will definitely keep it. What is your email address?
TO CANCEL
Please state on the recorded line that you understand by cancelling your plan today that you are no longer covered and will be responsible for all future service calls.
IF CX WANTS EMAIL, CLICK “SEND” NEXT TO CX EMAIL IN AGEMNI. THEN SELECT “EMAIL TEMPLATE”. COPY AND PASTE EMAIL SENT MESSAGE IN AGEMNI.
REFUSES TO KEEP PLAN: OK we will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can help you with? CANCEL ARB IN STAXS, SEND TASK TO A.SEND REFUND
File a Reimbursement Claim
Great. Its very easy. Once you get the bill mail showing the service call charge you can email or mail it to us. Which would you prefer?The mailing address is 3634 Euclid, Suite 5, Cleveland, OH 44115 The email address is support @ protection plan center dot com.
Please make sure to reference Customer # ___________ on that bill. Once we receive the bill you will receive a check within 7-10 days. We will also call and confirm the check is on its way. Is there anything else I can help you with? MOVE TO CALL ENDER
Provider Told Customer Plan Was Fraud
When you purchased this plan, we explained that we are independent of “PROVIDER”. Our plans are simply what covers the cost of “PROVIDER” sending out their technicians for repairs and their replacement equipment. We have been in business for over 20 years and even have our own website you can visit to see all the information on your plan. The web address is ProtectionPlanCenter.com. We also sent you receipt and confirmation of everything in your email and provided you a phone number to reach us at if you have any questions. A fraudulent company would not any of those things. I assure you your plan is legitimate and active. Is there anything else I can help you out with today?
CANCEL PLAN: I’m sorry to hear you want to cancel. We will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can REFUSES TO KEEP PLAN: OK we will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can help you with?
CANCEL ARB IN STAXS, SEND TASK TO A.SEND REFUND
KEEP PLAN ACTIVE: MOVE TO CALL ENDER
Tech Support
Let me get you over to advanced technical support with “PROVIDER” to get that issue resolved. They will do some basic trouble shooting over the phone and if that doesn’t work, they will schedule a tech visit to get your service fixed. If they say there is a cost for repair, our protection plan will cover you for the service call cost. If you are billed for a service call, all you have to do is send us a copy of the bill and we will reimburse you. Hold for a moment while I get them on the line to get your service fixed.
DIRECTV 1-855-679-4357 COMCAST 1-866-316-1619
SPECTRUM / TIME WARNER / CHARTER 1-888-438-2427
WOW 1-866-496-9669
VERIZON 1-800-837-496
DIRECTV REMOTE: I do need the “RC” number located on the top left of the remote that needs replaced. Can you tell me what that is?
COMCAST/SPECTRUM REMOTE: Is the remote control you need voice activated or not?
Alright, I will get that remote shipped out to you. IT will arrive to you in the next 1-3 business days. The remote will come preprogrammed to your receiver so you will be able to use it as soon as you get it. Today, you only pay the $9.99 shipping and handling fee. The remote control is covered under your protection plan. Is there anything else I can help you with today?
CHARGE $9.99 TO CARD ON FILE. SENT CALLBACK TO “REMOTE CONTROL”
click this link https://partners.securitycoverage.com/home/index.php
user name. rep3@dish1up.com
password. rep123
under customer management tab enter their phone # in the search bar and then in the drop down search field make sure it is set to “phone #” (it should default to email.) If you cannot find the customer by phone # you can try other search methods.
Once you have pulled them up click their name. Next confirm the email address that’s in this record and update if you need to. Now to send the activation email again about halfway down the page you will see “existing products” – to the right you will see a little envelope icon. Click that icon and it will resend the email to the customer.
If customer needs to file a claim, ask the following questions before transferring.
1. Before I get you over to file a claim on your device, I want to make sure you are needing to file a claim on one of your internet connected devices. Is this for a lost or stolen device or for something that is damaged? IF lost/stolen we do not cover device
2. When did the damage occur? If damage occurred before activation date, we do not cover device
3. This policy is through the Solutions Center not your carrier. Your carrier does not have access to this plan. Your coverage is through us. Please hold for one moment while I transfer you over. Have a good day.
***BEFORE TRANSFERRING CUSTOMER OVER, MAKE SURE PLAN IS ACTIVE AND HAS BEEN FOR AT LEAST 30 DAYS***
(If cx has been active for less than 30 days) 3b. Unfortunately, you have not had an active plan for at least 30 days. You must wait until after 30 days before filing your claim. That day is (Day/Month/Year). Please give us a call at 800-540-3350 after that date to file your claim. Enjoy the rest of your day.
4. Transfer call to 888-468-2349 to file a claim on device.
Wants to cancel PC Support
I’m sorry to hear you want to cancel. Please keep in mind our plan gives you unlimited help with virus removal, software installation, new device set up, and so much more on all your computers, smart phones, and tablets. This also includes 250 gigabytes of cloud storage for your devices, a personal firewall, anti-virus, anti-spyware, and web security. You get technical support on all your internet connected devices and more for only $12.99 a month. Can we go ahead and keep your plan active?
CANCEL PLAN: I’m sorry to hear you want to cancel. We will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can REFUSES TO KEEP PLAN: OK we will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can help you with?
CANCEL ARB IN STAXS, SEND TASK TO A.SEND REFUND
KEEP PLAN ACTIVE: MOVE TO CALL ENDER
Wants to cancel ID Theft
I’m sorry to hear you want to cancel. Please keep in mind our plan protects your identity from being stolen. We give you $1 million dollars in identity theft insurance in case it does happen. Plus we include services like lost wallet assistance and identity restoration. We even prevent medical identity theft, child identity theft, and even credit card fraud from happening to you. Our plan is only $12.99 and can save you from the headaches that come with identity fraud. So can we go ahead and keep your plan active?
CANCEL PLAN: I’m sorry to hear you want to cancel. We will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can REFUSES TO KEEP PLAN: OK we will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can help you with?
CANCEL ARB IN STAXS, SEND TASK TO A.SEND REFUND
KEEP PLAN ACTIVE: MOVE TO CALL ENDER
Monthly Recurring fee price increase
The cause of the price increase is the Cost of keeping US- Based staff and outsourcing tech support overseas has risen, but we are committed to keeping Americans employed.
With this price increase you are also getting the new additional benefit of our 24/7 tech support coverage included in this increase. This coverage normally alone cost $14.99 per month.
Wants to Cancel: I understand the you want to cancel do to the increase. I want to make sure you stay protected so I am going to get permission from my supervisor to have you fee reduced back $______ that way we keep you protected and you will not be effected by the increase.
CANCEL PLAN: I’m sorry to hear you want to cancel. We will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can REFUSES TO KEEP PLAN: OK we will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can help you with?
CANCEL ARB IN STAXS, SEND TASK TO A.SEND REFUND
KEEP PLAN ACTIVE: MOVE TO CALL ENDER
Wants to cancel 5 Device
I’m sorry to hear you want to cancel. Please keep in mind our plan gives you unlimited repairs and replacements on any 5 devices for only 14.99 a month. Most cell phone plans alone are $10 a month. We can cover 5 devices for only $3 each! This also includes other devices in your home like your TVs, computers, and tablets. Can we go ahead and keep your plan active?
CANCEL PLAN: I’m sorry to hear you want to cancel. We will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can REFUSES TO KEEP PLAN: OK we will go ahead and put in a cancellation request. Your refund will be processed within 72 hours. Is there anything else I can help you with?
CANCEL ARB IN STAXS, SEND TASK TO A.SEND REFUND
KEEP PLAN ACTIVE: MOVE TO CALL ENDER
What is this charge / I got an email about this plan what is it… : This is for the 24/7 tech support plan you purchased with us. This plan gives you 365 day a year coverage on any and all technical issues including virus removal, new device set up, and computer repair. Does that answer your question?
How did i order this / I didn’t place order….. : You placed this order on “Date” and should have undergone a confirmation at that time explaining all of the benefits of this must have plan.
Just cancel the plan I just don’t want it……. : You certainly can cancel this plan, but how are you currently protecting yourself from identity theft, viruses, ransomware and data loss? I urge you if you use the Internet you NEED to keep this coverage. The fact is the way we live and access information is changing and you need this protection. Can we go ahead and keep it? IF NO: Ok before I cancel this plan I need you to confirm you understand once we remove this plan you will loose all support and protection. This coverage is not available with your Internet service or any equipment warranty. Are you absolutely sure you want to do this?
I already get tech support / have macafee / pay for internet service…… :
How does this relate to the pro plan? This is totally separate from the protection plan. The protection plan covers accidental damage and service calls on your TV service. This plan gives you comprehensive support on every single Internet connected device in your home. This coverage is not available with your TV or Internet service. Does that answer your question?
I have a tech problem: Let me get you over to our US based support center. (SEND TO 844-839-5701)
This plan replaces services you may already be paying for like MacAfee and cloud storage, saving you up to $200 a year so it actually saves you money. And if you do not subscribe to any of these services you are at risk of losing precious photos and open to hackers and viruses that can corrupt and destroy your computer. Let’s protect your investment and get you secure. What credit card would you like to use?
This is the same product sold at Office Max, Office Depot, and the Home Shopping Network for hundreds of dollars. We are the only ones that can offer you this special unadvertised price. Can we go ahead and add this plan?
Please keep in mind you will pay up to $149 dollars per occurrence with Geek Squad or Best Buy for support. And thats just for them to fix 1 problem! We will cover a multitude of problems including virus removal, email support, new device set up, data recovery, and more – all for one low monthly price. Lets start the process can you confirm your email?
This is on demand in home support that operates on your schedule. Unlike some services you won’t have to bring your computer into a repair shop – we will fix your problem over the phone from our US based call center. Unlike other companies that outsource their calls to India – we will provide an easy experience. Can we get you covered?
This is a must have service. Technology is not going away – the way we buy things and access information is changing. Everyone needs to have this service. It’s a new utility – if you have internet or cell service you better have this, too! What name would you like to put it under?
Any new device you buy from a TV to a refrigerator may now be wi-fi enabled. In fact Intel expects the number of devices in every American home to go from 10 to 50 by the year 2020. Technology is changing rapidly and this plan is a must have service.
You’ve heard of the dark web? This will help you to prevent your information from being sold on the dark web. To a hacker, having a weak or non-existent watchdog program on your computer is like hanging a welcome sign and leaving your front door wipe open. On top of protection we provide useful programs that you will use every day like the password keeper, secure digital wallet for online shopping, and more. Are you ready to sign up?
Of course you’ve heard of identity theft? The number one way people steal identities is through their PC. Our anti-virus and anti-hacking software that will regularly scan your home’s PC to detect not only virus but malware. This will help prevent cyber theft of your data and personal information. We need to get your protected. What credit card will you use?
CALL ENDER:
I noticed we don’t have you protected through our cyber security program. This puts you at a higher risk of getting viruses and your information being put on the dark web. We have a discounted plan that fights and protects you from these threats plus gives you 24/7 support on your computer, smart phones, TV, and tablets. Our US based call centers give you unlimited help with virus removal, software installation, new device setup, and so much more. Similar plans retail for $19.99, but if you add our plan today I can get you a discounted rate of only $14.99 a month! How many computers and phones do you have?
1 OR MORE: Great then you definitely need this plan. It covers your computer, smart phones, TV, tablets, and more. This will be your own personal IT professional that can help you easily from the comfort of your own home 365 days a year! This is NOT coverage you can get with your Internet service or cable. It’s not even covered under most product warranties. If you get a virus it’s going to cost you up to $150 just to remove it so this is a great value. I can activate your plan in just a few simple steps. What credit card do you want to use?
NO DEVICES / INTERNET – move to call ender in lower left / ID Theft
On top of the tech support you also get a personal firewall, cloud storage, parental controls, and the same secure password manager sold at Office Max. This plan is an absolute must have service these days! If you have Internet or Cell service you need this too! You cannot go without it. And we will cover a computer and smart phone to make sure you are fully protected. Can we go ahead and add this plan?
Do you have important information on your home computers, tablets, or phones? You can backup 250 gigabits in our secure cloud storage – just in case your hard drive fails or your computer loses memory. Plus it automatically backups up for you. I am sure you have pictures, documents, and more that you would not want to lose. Let’s get you covered. Can you please confirm your email address?
- 24/7/365 Support for Internet connected electronics (computer, tablet, smart tv, game console, cameras, blue ray, etc…)
- US Based call center
- Virus and spyware removal
- Pc, tablet, smartphone set up
- Add device to network
- Performance tune up
- Software install or repair
- Wireless network set up
- Unlimited virus removals
- Hard drive defrag
- Chat, web, or phone support
- Anti virus
- Anti spyware
- Anti hacker
- Parental controls
- Digital wallet
- Unlimited virus removals
- Ransomware scanning and removal
- Automated backups
- Cloud storage
- Form fill
- Smart logins
- Easy backup
- 256 bit encryption
- Remote file access
- Personal firewall
- Guaranteed protection
- Anti theft for phone + tablet
- Anti phishing / safe surfing