Scenarios Based On Calls Received By CXG on The Floor
from: Mamu and everyone else :)
Account Management Issues
REGISTRATION CODE TIME FRAME ERROR
Article 1888 What to do when Connect access expired
(expired Free Trial not included! This is the only process if there is a time discrepancy on the given expiration time.)
Article 1888 What to do when Connect access expired
(expired Free Trial not included! This is the only process if there is a time discrepancy on the given expiration time.)
- Verified customer’s information: email address, first and last name, school name and phone number.
- Asked for the book title, edition, author, and ISBN
- Checked information in SAT (please copy paste for proper documentation)
- Asked fora screenshot from the student (make sure to send an e-mail first so student can send the screenshot)
- Team Lead assisted in contacting Floor Help (only TL JAZZ can call FH 614-501-5241)
- Issued a replacement code as per Floor Help Support <name of FHS>
- Registered the code for the student (when issuing code, always process the registration for the student)
- Made sure that the student can access course/class
- Provided a case number
Code Issues
SWAPPING REGISTRATION CODE
Article 4338 CXG Training - Handout - Code Replacement Policy
(Make sure that the book the student is trying to swap should be related.)
Example PHONE Resolution:
Article 4338 CXG Training - Handout - Code Replacement Policy
(Make sure that the book the student is trying to swap should be related.)
- Verified customer’s information: email address, first and last name, school name and phone number.
- Asked for the registration code and checked in SAT. Registration Code: GE16NG07BO24NAWALANA not yet claimed
- Noted the book title and author of the book the student purchased. Fundamentals of Accounting 3, 5th Edition, Geraldine Yap
- Asked for the book title and author of the book the student wants to have it exchanged with.
- Basic Accounting 5, 3rd Edition, Patricia Hernandez
- Transferred the student to Customer Service to have the registration code swapping process.
Example PHONE Resolution:
- Transferred the student to Customer Service to have registration code swapping process from Fundamentals of Accounting 3, 5th Edition, Geraldine Yap to Basic Accounting 5, 3rd Edition, Patricia Hernandez.
- E-mailed the student to contact Customer Service and provided the number and operation hours.
REGISTRATION ISSUES
STUDENT REGISTERED IN THE WRONG SECTION
Article 2163 Student registered in the wrong section
1884 If the student registered to the wrong section
1884 If the student registered to the wrong section
Unfortunately, there is no way to move you into a different Connect section; however you can enroll in another section without having to enter another registration code or purchasing access as long as you are registering for the same textbook by following the steps below:
NOTE: If you submitted any assignments in the other section, the grades cannot be transferred. Please either retake the assignment or contact your instructor to see how they would like to handle the situation.
Article 2163 Student registered in the wrong section
1884 If the student registered to the wrong section
- Verified customer’s information: email address, first and last name, school name and phone number
- Asked for the URL provided by the Instructor
- Advised the student to register again at the correct section (as long as the textbook in use for the correct section is the same, student will not be asked to enter a registration code or purchase access)
- Advised the student to notify their instructor to either make the student inactive or delete student from the roster of the incorrect section (This is important to prevent the student from completing assignments in the wrong section. If the instructor chooses to delete the student, it is important that they export the student's reports because there is no way to transfer their scores.)
- Provided a case number
1884 If the student registered to the wrong section
Unfortunately, there is no way to move you into a different Connect section; however you can enroll in another section without having to enter another registration code or purchasing access as long as you are registering for the same textbook by following the steps below:
- Go to your instructor's section web address. Here is an example of the format that the web address will look similar to: http://connect.mcgraw-hill.com/class/instructorlastname_sectionname (Note: This is an example only, please contact your instructor if you don't remember their section web address).
- Click the REGISTER NOW button.
- Enter your user name (e-mail address) that you previously registered for Connect with. Click the Submit button.
- Enter your password. Click the Submit button.
- Follow the steps to complete the registration process. Once registration for the new section is complete, you will automatically be signed into Connect.
NOTE: If you submitted any assignments in the other section, the grades cannot be transferred. Please either retake the assignment or contact your instructor to see how they would like to handle the situation.