In general, Product Support does not answer questions relating to pricing, discounts, up charges, etc. Given that MyLodge is less of a technical product, some concessions have been made to allow for the customer to be served, while still holding to the standard policy.
- If a customer calls in requesting information on prices, it is acceptable to tell them you can "Send them the price sheet." You should not answer specific pricing questions.
- Transfer the phone call T2 support in Denver to handle further questions and to handle the process once a decision has been made by the customer.
- Close the case with a comment indicating you've sent to it to T2 for pricing considerations.
- You may email them the price sheet document. You should not answer specific pricing questions.
In any case, if a customer inquires about something that could be a charge, such as an amendment, send the price sheet and close the case. If the customer is specific in what they want, forward the case to Tier 2.