Subject: Re: SO# 600848037 - HA-687024
From: Yaseen Shaqra <[email-masked]>
To: Bernadette Villahermosa <[email-masked]>
Cc: customer care <[email-masked]>, Jeremie Jizmundo <[email-masked]>, Babico Trading <[email-masked]>, Jenerose Colipano <[email-masked]>, Liza Nocete <[email-masked]>, "Alina D'Souza" <[email-masked]>, Mark Jayson Canaria <[email-masked]>, Laura Thomson <[email-masked]>, Kia <[email-masked]>
Date: Tue, 16 Jun 2020 17:13:43 +0400
List-Id: <ccteam.mumzworld.com>

Hi Bernadette,

Hope you are doing well

Please note that I have informed the customer about the return of the
product, but due to the current situation the customer wants the inspection
to be done from her house because if the item is collected she will not
accept the same product to be returned back to her

On Tue, Jun 16, 2020 at 10:08 AM Laura Thomson <[email-masked]> wrote:

> Hi Bernadette
>
>
>
> Thanks for the prompt response and understanding esp. when we deal with
> new parents as customers.
>
>
>
> @Yaseen Shaqra <[email-masked]> can you please arrange to have
> the item picked up returned to Babico for inspection to see what can be
> done.
>
>
>
> Thanks,
>
> Laura
>
>
>
> *From:* Bernadette Villahermosa <[email-masked]>
> *Sent:* Tuesday, June 16, 2020 9:42 AM
> *To:* Laura Thomson <[email-masked]>; Yaseen Shaqra <
> [email-masked]>; Kia <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Mark Jayson Canaria <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Laura,
>
>
>
> Good morning!
>
> We’re on the same page-  your priority is also our priority and that is to
> keep our customers fully satisfied and happy as much as possible. We really
> take pride with Hauck products and it’s a rare instance that we receive a
> complaint specially about the metal glider. By carefully checking at the
> video and photos that the customer sent , we concluded that the item has no
> defects or problem. So for us to have a further investigation, we suggest
> you to return the item and once proven defective, we will replace it.
>
>
>
> Regards,
>
> Bernadette
>
>
>
>
>
> *From:* Laura Thomson <[email-masked]>
> *Sent:* Tuesday, June 16, 2020 9:04 AM
> *To:* Bernadette Villahermosa <[email-masked]>; Yaseen Shaqra <
> [email-masked]>; Kia <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Mark Jayson Canaria <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Bernadette and Babico Team,
>
>
>
> Would be great to understand if we have to come to a solution on the below
> case. As you know it is always our priority to keep our customers happy and
> in this case we have a customer who is extremely unhappy with the quality
> of Hauck products brought on Mumzworld.
>
>
>
> Let’s try to find a resolution for this case and keep this customer a
> Hauck customer in the process.
>
>
>
> Can we replace this item?
>
>
>
> Best
>
> Laura
>
>
>
> *From:* Bernadette Villahermosa <[email-masked]>
> *Sent:* Thursday, June 11, 2020 3:18 PM
> *To:* Yaseen Shaqra <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Laura Thomson <[email-masked]>; Mark
> Jayson Canaria <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Yaseen,
>
>
>
> Honestly, there’s nothing wrong with the item.
>
> If she’s complaining about the chair padding, that is only normal, it’s
> not really as foamy as she expected but comfy enough for relaxation.
>
> She said that it snaps back harshly but we didn’t see it in the video.
> Apologies but the problem that she complained about is not really clear.
>
>
>
> Regards,
>
> Bernadette
>
>
>
>
>
> *From:* Yaseen Shaqra <[email-masked]>
> *Sent:* Thursday, June 11, 2020 8:57 AM
> *To:* Bernadette Villahermosa <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Laura Thomson <[email-masked]>
> *Subject:* Re: SO# 600848037 - HA-687024
>
>
>
> Hi Team,
>
>
>
> Please find the attachment for the customer videos
>
> ** *IMG_3350.MOV*
> <https://drive.google.com/a/mumzworld.com/file/d/1VAa0c0mIXOtCgok2Wf3rlOcuijEhO-Y1/view?usp=drive_web>*[image:
> Image removed by sender.]*
>
> ** *IMG_3423.MOV*
> <https://drive.google.com/a/mumzworld.com/file/d/16oRlPK4MMhwx4eY9-Whp-mrZEpgoANCU/view?usp=drive_web>*[image:
> Image removed by sender.]*
>
> ** *IMG_3424.MOV*
> <https://drive.google.com/a/mumzworld.com/file/d/1mQVBVF8WsPPSmz0rommKkz1BbE7qkIav/view?usp=drive_web>*[image:
> Image removed by sender.]*
>
>
>
>
>
> On Wed, Jun 10, 2020 at 10:58 AM Bernadette Villahermosa <
> [email-masked]> wrote:
>
> Hi Yaseen,
>
>
>
> Good day!
>
> The customer might have mistaken the item. By looking at the picture, the
> item seems to be in good condition.
>
> Please see below comments:
>
>    - the chair padding has flattened – padding is in it’s normal
>    condition, not too think or too thin.
>
>
>    - the chair does tend to get stuck in the incline position and when
>    the customer sets again it snaps back quite harshly – The backrest can
>    be fully adjusted to the resting position and you just need to set the
>    locking mechanism (see the picture below)  to stay as it is otherwise
>    it will automatically go back once you stand or back to your normal sitting
>    posture.
>
>
>
> Sharing also the video link on how the metal glider really works:
> https://www.youtube.com/watch?v=V5ksSUCneok
>
> Is it possible to ask the customer for a video to see on how it tends to
> snap back?
>
>
>
>
>
>
>
>
>
> Regards,
>
> Bernadette
>
>
>
> *From:* Yaseen Shaqra <[email-masked]>
> *Sent:* Tuesday, June 09, 2020 5:57 PM
> *To:* Bernadette Villahermosa <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>
> *Subject:* Re: SO# 600848037 - HA-687024
>
>
>
> Hi Bernadette,
>
>
>
> Please find the PO
>
>
>
> POMUMZ_DXB192610
>
>
>
> @Alina D'Souza <[email-masked]> Please arrange the collection at the
> soonest
>
>
>
> On Tue, Jun 9, 2020 at 4:30 PM Yaseen Shaqra <[email-masked]>
> wrote:
>
> Hi Jeremie,
>
>
>
> Please update us ASAP, the customer is following up again
>
>
>
> On Tue, Jun 9, 2020 at 12:02 PM Yaseen Shaqra <[email-masked]>
> wrote:
>
> @Jeremie Jizmundo <[email-masked]> Please share the PO with us
>
>
>
> On Tue, Jun 9, 2020 at 11:38 AM Bernadette Villahermosa <[email-masked]>
> wrote:
>
> Hi Yassen.
>
>
>
> Please give us the PO number.
>
>
>
> Regards,
>
> Bernadette
>
>
>
> *From:* Bernadette Villahermosa
> *Sent:* Monday, June 08, 2020 9:51 AM
> *To:* Yaseen Shaqra <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Yassen,
>
>
>
> Good day!
>
> Please send us also the PO number.
>
>
>
> Thank you,
>
> Bernadette
>
>
>
> *From:* Yaseen Shaqra <[email-masked]>
> *Sent:* Monday, June 08, 2020 9:21 AM
> *To:* Babico Trading <[email-masked]>; April Catral <[email-masked]>;
> Liza Nocete <[email-masked]>; Bernadette Villahermosa <[email-masked]>;
> Jenerose Colipano <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>
> *Subject:* SO# 600848037 - HA-687024
>
>
>
> Hi Team,
>
>
>
> Please note that the customer informed that the chair padding has flattened
>
> And the chair does tend to get stuck in the incline position and when the
> customer sets again it snaps back quite harshly
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>

-- 

Best Regards,

*Yaseen Shaqra*

Customer Care Representative
p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
www.mumzworld.com
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
500245, Dubai, UAE