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Date: Thu, 22 Aug 2013 17:19:54 +0530 (IST)
From: "E. Ganin" <ganin@lsmindia.com>
To: Ishan Kankarwal <ishan@lsmindia.com>, "Kim B. Protacio" <kim@lsmindia.com>, 
	"Sanjay K. Sharma" <sanjayk@lsmindia.com>, rahulkumar@lsmindia.com, 
	Rajiv Prabhakar <rajiv@lsmindia.com>, 
	Kachuirin Vashi <kachuirin@lsmindia.com>, 
	Gaurav Matpal <gaurav@lsmindia.com>, 
	Emelyn Dunan <emelyn@lsmindia.com>, 
	romesh singh <romesh@lsmindia.com>, 
	"Surya Prakash. Tiwari" <surya@lsmindia.com>, 
	M ramananda <ramananda@lsmindia.com>, 
	Esther Manabit <esther@lsmindia.com>
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Subject: feedback for Rizza - LTK11153011998894X
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Hi Romesh,=20

Please see below from Russell.=20

"=20
Hi Ganin=20

Some feedback for Rizza on chat LTK11153011998894X.=20

Lynsey had previously asked for a tracert, which the player had sent.=20
Rizza told the player that =E2=80=9Cour relevant team is looking into this=
=E2=80=9D=20
I was helping her with the chat at the time, but no where did I mention I w=
ould escalate anything, as I had not yet seen the players tracert. Also, Ri=
zza ended the chat after that before I could ask her to ask the player for =
a screenshot.=20

My main concern though is that the players email with the screenshot was at=
tached to the same ID as her chat, so when she resolved the chat, it resolv=
ed the ticket, which meant this was never going to be escalated.=20
So Rizza should have noticed that and made sure this matter got escalated, =
as she told the player it was.=20

Thanks=20
Russell "=20

Note here for this ticket the Subject says " Plus d affichage de table " se=
e the attached, which means there is an email linked to that ticket - you m=
ust always check what the email was about. The player had already sent in t=
he tracert report requested by Lynsey in the earlier chat.=20

We must all check this little things to prevent players from being inconven=
ience with such small things which goes un-noticed, also you resolved the t=
icket without escalation.=20

Finally, in the email you sent requesting tracert report , you mentioned th=
e below:=20

In the new window, type: tracert www.pkr.com > c:\trace.txt=20

which is incorrect since the player is a .fr player not .com=20

@can we all please be more careful than ever since we have now started taki=
ng .fr and .it chats.=20


with regards,=20
Ganin=20


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<html><head><style type=3D'text/css'>p { margin: 0; }</style></head><body><=
div style=3D'font-family: Times New Roman; font-size: 12pt; color: #000000'=
>Hi Romesh,<br><br>Please see below from Russell.<br><br>"<span lang=3D"en-=
GB"><div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><=
span style=3D"font-size:11pt;">Hi Ganin</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">&nbsp;</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">Some feedback for Rizza on chat LTK1115301199889=
4X.</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">&nbsp;</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">Lynsey had previously asked for a tracert, which=
 the player had sent.</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">Rizza told the player that =E2=80=9Cour relevant=
 team is looking into this=E2=80=9D</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">I
 was helping her with the chat at the time, but no where did I mention I
 would escalate anything, as I had not yet seen the players tracert.&nbsp;=
=20
Also, Rizza ended the
chat after that before I could ask her to ask the player for a=20
screenshot.</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">&nbsp;</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">My
 main concern though is that the players email with the screenshot was=20
attached to the same ID as her chat, so when she resolved the chat, it=20
resolved the ticket,
which meant this was never going to be escalated.</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">So Rizza should have noticed that and made sure =
this matter got escalated, as she told the player it was.</span></font></di=
v>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">&nbsp;</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">Thanks</span></font></div>
<div style=3D"margin:0;"><font face=3D"Calibri,sans-serif" size=3D"2"><span=
 style=3D"font-size:11pt;">Russell</span></font></div></span>"<br><br>Note =
here for this ticket the Subject says "<span style=3D"font-style: italic;">=
Plus d affichage de table</span>" see the attached, which means there is an=
 email linked to that ticket - you must always check what the email was abo=
ut. The player had already sent in the tracert report requested by Lynsey i=
n the earlier chat.<br><br>We must all check this little things to prevent =
players from being inconvenience with such small things which goes un-notic=
ed, also you resolved the ticket without escalation.<br><br>Finally, in the=
 email you sent requesting tracert report, you mentioned the below:<br><br>=
<span style=3D"font-style: italic;">In the new window, type: tracert www.pk=
r.com &gt; c:\trace.txt </span><br><br>which is incorrect since the player =
is a .fr player not .com<br><br>@can we all please be more careful than eve=
r since we have now started taking .fr and .it chats.<br><br><div><span sty=
le=3D"font-style: italic;">with regards,</span><br style=3D"font-style: ita=
lic;"><span style=3D"font-style: italic;">Ganin</span><br></div><br></div><=
/body></html>
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