| Cell phones are great items to sell on eBay and online | | | | This is a fairly straightforward process which involves |
| auction sites because scores of consumers seek out | | | | to going to one of the telecommunication centers |
| phone deals through auctions. | | | | located all through India and aquiring a new, official |
| A reliable reseller can find great opportunity here. | | | | IMEI number. |
| People do want cheap mobile phones because no one | | | | Problem 6: The Phone's WAP/GPRS Network Won't |
| wants to overspend in tough economic times. (Nor | | | | Connect Or The Customers' Phone Can't Send |
| do they want to overspend in great economic times | | | | Receive MMS Messages |
| for that matter!) Unfortunately, even the best cheap | | | | Solution: Get them to contact their network provider. |
| phones may suffer from problems. | | | | There are certain items of information it would be |
| As a reseller, you will be required to solve your | | | | wise to procure when you contact the cell network |
| customer's problems because this will improve your | | | | service provider. Here are those info items: |
| reputation and help you gain repeat business. Of | | | | * Learn the exact name of the provider which is the |
| course, this means you need to be familiar with a | | | | profile name. |
| few of those frequent problems. | | | | * The exact website where all the information is |
| Troubleshooting Insights, Tips, and Solutions | | | | stored - aka the MMSC address |
| Problem 1: The Phone Doesn't Charge | | | | * The specific data account that both system and |
| Solution: phones do not charge for a number of | | | | provider are using. |
| reasons. | | | | * The connection type that details the way the |
| More common ones might include: | | | | phone connects to the server. |
| * Incorrectly connected cables | | | | * The user name designed to provide access to the |
| * Faulty cables | | | | network. |
| * A faulty charger or a charger working on the | | | | * The password that accompanies your username. |
| wrong voltage | | | | Once the customers contact their cellular network |
| * A faulty battery | | | | service providers, they can ask for the appropriate |
| * An old, or incorrectly charged, battery. | | | | information. |
| To ensure that you get the situation resolved quickly | | | | The reps working for the provider service will then |
| and efficiently with the minimum of frustration to the | | | | expertly help out their customers even if the mobile |
| customer follow this procedure: | | | | phone was not purchased through them. |
| 1) Ask the customer to ensure that the device is | | | | In the unfortunate instance the customer care rep is |
| plugged in properly and firmly connected to both | | | | not being professional the customer may be referred |
| spots. | | | | to you to acquire the settings. |
| 2) Ask the customer to try out the cable on another | | | | However, this information is necessary and the only |
| phone/try another cable on the phone. | | | | place they can get it from is their network provider |
| 3) Ask the customer which country they are in and | | | | so urge them to keep pushing. |
| which voltage is written on the charger. | | | | Problem 7: The SIM Card Will Not Read |
| 4) Ask the customer if they fully charged the | | | | Solution: Get them to change which SIM card slot |
| battery then charged it down again. | | | | they use. |
| If procedures from one to four do not help the | | | | Unfortunately some phones don't always have two |
| customers' battery needs to be replaced. | | | | SIM card slots that will work perfectly. But by |
| Problem 2: The Phone's Media Player Won't Play A | | | | switching the SIM card from slot 1 to slot 2, or from |
| Certain File | | | | slot 2 to slot 1 you should be able to resolve the |
| Solution: Investigate the codec and file type used. | | | | issue fairly easily. |
| The issue of media files and codecs is a particularly | | | | Problem 8: Bluetooth Will Not Pair |
| murky one. Just because a cheap mobile phone has a | | | | Solution: Get them to explore all the phone's |
| MP3 Player it doesn't mean that it will play MP3 files | | | | Bluetooth option. |
| and very few cheap phones' MP4 players actually | | | | You first need to make sure the phone can |
| play MP4 files. | | | | "discover" the Bluetooth devices by engaging the |
| It should be standard operating procedure for you to | | | | settings. Allow the phone for search for the device. |
| include all the media files and formats used by cheap | | | | When the device is located, select the specific model |
| phones in the listing. This will tell customers which files | | | | from the list of headsets the phone will present. |
| and formats don't work with it. | | | | Problem 9: The Phone Won't Read It's External |
| Ask the customer what file they are using and that | | | | Memory |
| will allow you to establish if it is compatible with the | | | | Solution: Get them to reset the phone then check to |
| phone or not. | | | | see if the card's memory is faulty. |
| And if it is not there are a number of programs and | | | | The first step is to ensure that the memory card has |
| sites that will help them convert the file to something | | | | been fitted correctly. Ask the customer to switch |
| that will work. | | | | off the phone, switch it on again and see if the |
| Problem 3: A Java Program/Ap Won't Work | | | | phone registers the memory card. |
| Solution: Apologize as there's very little that can be | | | | If that does not work then ask them to take out |
| done. | | | | the memory card and re-insert it. This will ensure |
| Unfortunately phone software is very selective on | | | | they have put it in correctly. |
| what phones it works on. What works on one brand | | | | If that doesn't work ask them to take the memory |
| of cheap mobile might not work on another. | | | | device out and put it into another device or put |
| The one solution to this problem is to test out a | | | | another devices' memory card into the cheap phone. |
| range of apps and programs on the phones that you | | | | This will reveal if there is in fact a problem. |
| are selling and then offer it as a download, or as a | | | | Problem 10: The Phone's Data Cable Won't Transfer |
| SD card that is already included with the phone. | | | | Files |
| Problem 4: The Phone Arrives With The GUI in a | | | | Solution: Get them to check the cable then check |
| foreign language | | | | their computer's window explorer. |
| Solution: Walk them through a language re-set. | | | | Ask the customer to ensure that the device is |
| While it's disconcerting to see a phone set up in a | | | | plugged in properly and firmly connected to both |
| different language it is not impossible to get it into a | | | | spots. |
| language that is easier to understand. | | | | Ask the customer to try out the cable on another |
| The settings menu often has an icon that looks like | | | | phone/try another cable on the phone. |
| some cogs from a clock, or a screwdriver and | | | | Ensure that the customer has tried to go to the 'my |
| hammer. | | | | computer' section of the computer and checked for |
| They should click on that then go to the fourth menu | | | | an external memory drive. |
| down which is normally 'phone setup' then the third | | | | Ultimately, you may have a hard time diagnosing |
| menu which is traditionally 'language'. | | | | problems if you do not actually have the phone in |
| Once there they should see their native language as | | | | front of you. But, if you can provide a few basic |
| one of the options. | | | | steps to help troubleshoot customer concerns, you |
| Problem 5: The Phone Reports Having A Faulty IMEI | | | | might avoid a lot of trouble in the long run from |
| (India) | | | | customers that might feel neglected. |
| Solution: Get a new one installed. | | | | |