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INFORMATION AND QUALITY PROCEDURE MANUAL |
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The information contained herein will explain how and where G.S.M. sim cards may be operated, the coverage to be expected by the customer, costs, equipment, service issues and all matters relating to the PROGRAMME.
This manual may be updated periodically with new information. Replaced or additional pages will be couriered to E.com India Pvt. Ltd. by Matrix Cellular Services Pvt. Ltd., with a new "Issue" number and "date". The original should be destroyed on receipt of the replacement.To ensure quality of service, variance of these procedures are discouraged. Recommendations or change of procedures should be agreed by Matrix Cellular Services Pvt. Ltd. and E.com India Pvt. Ltd., documented and implemented by updating the pages accordingly.
"Global System - Mobile
Communication"
G.S.M. offers the convenience of one sim card number enabling the user to be contacted whenever they may be travelling, providing G.S.M. coverage is available.
Matrix Cellular Services Pvt. Ltd. sim cards, as provided by Vodafone, are all registered to the UK’s G.S.M. system. Providing the UK has the appropriate inter - country-roaming agreement, the user of the sim card will be able to make and receive calls in over 104 countries. (Please see page 5 of this manual).
All G.S.M. numbers will therefore be prefixed by the UK international country code "44". Irrespective of the location of the user, for example Sydney, Australia, callers dialing the user’s telephone number , will dial the international code, +44, then the handset number dropping the "0". EXAMPLE: 44(0) 385 470917. The call will immediately transfer to Australia to be received by the user within seconds of dialing.
G.S.M. is a digital
network and all transmissions are encrypted. Some countries are now data compatible
enabling the SIM-card (when inserted into a cellphone) to be connected to a laptop PC.
WHERE THE SIM CARD MAY BE USED.
G.S.M. sim cards as rented from Matrix Cellular Services Pvt. Ltd., may be used in the following countries subject to local coverage.| AUSTRALASIA | ||
| Australia (3)* | Fiji (1) | New Zealand (1) |
| AFRICA | ||
| La Reunion (1) | Mauritius (1) | Morocco (1) |
| Seychelles(l) | Namibia (l)* | South Africa (2) |
| Uganda | Ivory Coast | Tanzania (1) |
| Toga | Chile | Ghana |
| San Marino | ||
| EUROPE | ||
| Andorra (1) | Austria (2) | Belgium (2) |
| Bulgaria (1) | Estonia (3) | Germany (3) |
| Denmark (2) | Greece(2) | France (2) |
| Iceland (1) | Italy (2) | Liechtenstein (1) |
| Gibraltar (1) | Macedonia (1) | Montenegro (1) |
| Hungary (2) | Poland (2) | San Marino (1) |
| Isle of Man | Slovene (1) | Switzerland (1) |
| Latvia (2)* | United Kingdom (2) | Czech Republic (2) |
| Luxembourg (1) | Finland (2) | Georgia (2) |
| Monaco (1) | Norway (2) | Romania (2) |
| Slovak Repub. (2)* | Ukraine (1) | Guernsey (1) |
| Sweden (3) | Jersey (1) | Ireland (2) |
| Lithuania (2) | Malta (1) | Netherlands (2) |
| Portugal (2)* | Serbia (1) | Turkey (2) |
| Spain (2)* | Vatican City (I) | |
| ASIA | ||
| Armenia | Azerbaijan (1) | Bahrain (1) |
| Bangladesh | Bosnia | Brunei (1) |
| China (1) | Emirates (1) | Hong Kong (3) |
| India | Indonesia (3) | Israel |
| Jordan (1) | Kazakistan | Kuwait (1) |
| Lebanon(2) | Lesotho | Macau (1) |
| Malaysia (3) | Oman (1) | Pakistan |
| Philippines (2) | Qatar (1) | Russia (3) |
| Saudi Arabia (1) | Senegal | Singapore (2) |
| Sri Lanka(1) | Taiwan (1) | Thailand (2) |
| Uzbekistan |
DATA COMPATIBLE G.S.M. COUNTRIES
| EUROPE | OUTSIDE EUROPE |
| Austria | Australia |
| Bulgaria | Hong Kong |
| Belgium | Indonesia |
| Croatia | Kuwait |
| Czech Republic | Lebanon |
| Denmark | Mauritius |
| Estonia | New Zealand |
| Finland | Philippines |
| France | South Africa |
| Germany | United Kingdom |
| Gibraltar | |
| Greece | |
| Guernsey | |
| Hungary | |
| Iceland | |
| Italy | |
| Latvia | |
| Lithuania | |
| Netherlands | |
| Norway | |
| Poland | |
| Portugal | |
| Russia | |
| Slovene | |
| Spain | |
| Sweden | |
| Switzerland | |
Turkey |
MATRIX CELLULAR SERVICES PVT. LTD. EQUIPMENT
VODAFONE DIGITAL SIM CARD (SMALL)
Quick Reference GuideIT IS RECOMMENDED NOT TO TOUCH THE SIM CARD.
When inserting or removing the Sim Card, care should be exercised not to touch the ‘Gold" side, or part,, of the card. Should the card come into contact with water it should be replaced.
Sim Cards may on occasions become corrupted. Should this happen the wording "Corrupt Sim" or "Faulty Sim" will appear requiring replacement of the card.
The Sim card contains the following information:
| 1. The serial number, usually beginning with: 89441000 0001. |
| 2. The mobile number usually beginning with: - 7788 - 7818. |
| 3. Country of origin, in this cases is the UK. |
From this it is therefore observed that the mobile number is in the ‘Sim’ card, NOT the handset.
BackA. Complete Reservation Form: REF RES/1, including YOUR own name as sender.
B. Ensure the following:
1. Complete hirer’s full name and billing address.
2. Photocopy of both sides of the client’s credit card should be
3. Document the sim number as indicated on the SIM card and the
4. The client should be asked to read Terms of Rental.
5. The client should then sign all the three forms.
6. Document on-hire and off hire date and location.
7. Fax the GlobeTrotter International Roaming form to
Matrix at| A. ON RETURN - Retrieve the Hirer’s reservation details and fax the return confirmation to Matrix office. |
| B. Check equipment and conditions of the card. |
| C. Document all charges and hand client the carbon copy of the Rental agreement form, if present. |
| D. Call invoice will be sent in the mail to E.com India Pvt. Ltd., complete with itemised account. |
PAYMENT All, E.com India Pvt. Ltd. I Matrix Cellular Services Pvt. Ltd. customers are required to pay their account by valid credit card. Acceptable cards for payment is:American Express Visa MasterCard Diners Club At the beginning of
the rental a £300 sanction (Authorisation) is taken INVOICING At the conclusion of the rental, after the sim card has been returned to a E.com India Pvt. Ltd. I Matrix Cellular Services Pvt. Ltd. location, the first invoice will be raised in the beginning of the next month and the credit card debited as and when the billing comes for the hired period. Therefore, debiting of the card would be done on an ongoing basis. The invoice will comprise of: 1. Hardware cost, if applicable 2. Delivery / collection cost if applicable 3. All calls available on the Eaglevale International’s system, as of "the off-hire date". This is a fully itemised account of cellphone numbers, dates and duration of calls in £ sterling. This is mailed to the customer or Nucleus Securities, as decided. (Clearly communicated to the customer on the invoice is that "additional calls may follow’.) |
Q. What is G.S.M.?
Q. How am I billed and what charges do I expect?
A. Please see Page 10 and 11 of this manual
Q. May I extend my rental agreement at anytime?
A. Yes. Please contact Matrix Cellular Services Pvt.
Ltd. at 6498000.Q. Is insurance included?
A. No. In event of loss, £20.00 is payable.Q. If I need help or have an operational query. What do I do?
A. Call +44.1223 451010. State your name and
mobile number. The operator will be able to answer
your queries.Q. What is my position if when I arrive in a foreign
country and I am unhappy with the local coverage?
A. Contact Matrix on 91 11 6498000 or +44 7880
777555. The operator will endeavour to assist you.
If you wish to cancel your rental, the sim card will
be disconnected and your rental period will be
amended to end on that day. A fax will however be
required in confirmation.Q. Do I pay to receive calls like in the UK?
A. In the UK, No. When roaming all incoming calls are chargeable. (Please see call charges chart provided).
Q. Are INDIA - UK incoming calls free?
Q. When roaming in France and I wish to call the
UK for example,, what do I dial?
A. Key "+" on the handset, followed by the country
code, then the number. By keying "+" you will not
need the usual international code, for example,
France - UK will become +44.1206.82731 1,
instead of 19.44.1206.827311.
Q. Are there any call restrictions? I.
E.
International?
A. No.
Q. Are dialling charge cards / codes
recognised on
G.S.M.?
A. No.
Q. Can I use the sim card on an aircraft?
A. No. This is a federal aviation law offence.
Q. What happens if the sim card malfunctions?
A. Telephone our 24 hour number (44.7880 777555).
We can assist and arrange for a replacement sim card.
Q. Will I be charged for this?
A. No.
Q. Why do you take a authorisation of
£300.00?
A. To establish the validity of the credit card and to allow
against the potential a user has accrued a high bill.
This enables the user to have an unrestricted account
and to ensure continuous service. The alternative
would be to restrict the user on call spend which is
likely to be inconvenient.
Q. Could my conversations, which I prefer to keep
Back Vodafone Recall (Voicemail)
Separate information is provided and explains this service. It is also summarised on a credit card sized user information guide.
Equipment supplied by Matrix Cellular Services Pvt. Ltd. at commencement of programme will be brand new, unused stock.
INVENTORY
Matrix Cellular Services Pvt. Ltd. will monitor the stock held by E.com India Pvt. Ltd. and supply additional hardware when the stock level is reduced to 0 units.
RETURNS
Damaged or faulty stock should be returned to Eaglevale International Ltd
STOCK
Remains the property of Matrix Cellular Services Pvt. Ltd. at all times.
Matrix Cellular Services Pvt. Ltd. will advise E.com India Pvt. Ltd. of any complaint using form: COMM I GT / MATRIX CELLULAR SERVICES PVT. LTD.. 1. (enclosed copy with this manual). This will include any complaints regardless of the circumstances.The complaint will be documented and, along with the corrective action needed to rectify the problem. A communication to E.com India Pvt. Ltd. will be sent by fax.
When the complaint has been resolved to the satisfaction of the customer, a final communication will be conveyed to E.com India Pvt. Ltd..
PUK (PERSONAL UNBLOCKING CODE)
If the customer does not enter the correct PIN code within three attempts, the PUK code must be used to unblock the Sim card,. This number is obtainable from Eaglevale International Ltd. or shown in the inventory provided. (
This problem usually arises from a bored customer playing with the cellphone !! ).PIN (PERSONAL IDENTITY NUMBER)
The factory default is 0000. This is used to unblock the Sim.
MATRIX CELLULAR SERVICES PVT. LTD.
G.S.M. PROGRAMME
REF:
CUSTOMER COMPLAINT
Form Ref.: Com/GT/MATRIX
CUSTOMER NAME: ...............................................................................
MOBILE NUMBER: ................................................................................
RESERVATION REFERENCE: ..............................................................
DATE RECEIVED:...............................
TIME..: .................................................
RECEIVED BY: .................................. (Matrix employee)LOCATION OF THE CUSTOMER AT TIME OF COMPLAINT: .................................................................................................................
THE COMPLAINT WAS RECEIVED BY: TELEPHONE / FAX / MAIL DETAILS OF COMPLAINTCORRECTIVE ACTION
Observations:..............................................................................................
Sent to Matrix Cellular Services Pvt. Ltd. :
.....................................................................................................................
BackPre - Rental
Prior to despatch, after following the rental procedure outline in section 14 of this manual, the equipment should be checked.
1. The sim card should be free of any
dirt, grease or stains, wiped over with a clean dry antiseptic
cloth.
2. The following items should be
present in the short term rental package:
1 GSM sim card
1 Instruction manual
1 Network (Carrier) guide
3. The sim card may then be despatched
with an advice sent to Eaglevale International Ltd.
following the rental procedures on page 13.
Post Rental
On return to Matrix Cellular Services Pvt. Ltd.! E.com India Pvt. Ltd. inventory the following procedure should apply:
1. The sim card should be checked for
any damage or breakage, Any visible damage should be
reported to the customer and Eaglevale
International.
2. The accessory list (Item 5) should
be checked. Any discrepancy should be communicated to the
customer and Eaglevale International.
3. The sim card with accessories should be re-packaged for future us
