Subject: New Reply Received - Store information
From: Homecentre <[email-masked]>
To: [email-masked]
Date: Mon, 19 Apr 2021 17:20:36 +0000

Hi Manish Kumar,  The customer has responded to the ticket.  Store information  Ticket comment <div dir="ltr">Dear Homecentre Support Team,<div><br></div>
<div>Thank you for your reply. </div>
<div><br></div>
<div>Attached are the photos of the receipts (with 5 year warranty) and Sofa, showing the exact condition caused due to the delay in rectification by your technical team.</div>
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<div>The issue is as follows:</div>
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<div>From the time we purchased the sofa, we noticed that some seater cushions would compress more than the other. We thought that this was normal.</div>
<div>However, over time these defective seater cushions started collapsing further, which is when we complained the first time (as this was clearly a quality issue). Your technical team visited, examined and told us that they would get back to us. Obviously, they did not, and after several failed attempts, when we got in touch with them, they told us that this sofa is out of production, and that they could not do anything for us. Note that we had never asked for a replacement, but only repair of the defective sofa that was sold to us.<br>
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<div>As we never got a positive reply from your team, we were fed up with the situation, until recently when we noticed that the seater with the weak springs and collapsed cushion had caused a break in the seater frame. The springs had begun tearing into the cushions as well. We realised we couldn't ignore this any further and visited your shuwaikh showroom personally to lodge another complaint.</div>
<div>Once again we were promised a solution, that never happened, which is when we raised a formal complaint to you, as clearly your customer facing teams were not cooperative and responsive to our request.<br>
</div>
<div><br></div>
<div>I trust my explanation is clear enough, and sufficient to initiate a solution from your end. Feel free to call me should you need any further details. </div>
<div><br></div>
<div>Awaiting your response at the earliest.</div>
<div><br></div>
<div>Regards,</div>
<div><br></div>
<div>Randall Mendes</div>
<div>Mob: 97542346</div>
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<br><div class="gmail_quote"><div dir="ltr" class="gmail_attr"></div></div>
<div class="freshdesk_quote"><blockquote class="freshdesk_quote">
<div>On Mon, Apr 19, 2021 at 9:04 AM Homecentre &lt;<a href="mailto:[email-masked]" rel="noreferrer">[email-masked]</a>&gt; wrote:<br>
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<blockquote class="gmail_quote" style="margin:0px 0px 0px 0.8ex;border-left:1px solid rgb(204,204,204);padding-left:1ex"><div style='font-family:-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif;font-size:14px'>
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<div dir="ltr">
<div dir="ltr">Hi Randall,</div>
<div><br></div>
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<div dir="ltr"><div dir="ltr">
<div>Thanks for your patience.<br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'><br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'>We are truly sorry for the inconvenience caused to you.<br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'><br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'>We request you to please help us with the share the images of the item and also share the warranty receipt and  the invoice of purchase for the same.</div>
<div><br></div>
<div dir="ltr">Please also explain about the issue so that we can escalate it to the concerned team properly.<br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'><br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'>We really appreciate your understanding and cooperation. Feel free to reach us out for any further assistance.<br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'><br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'>Your friends,<br style='font-family:-apple-system,blinkmacsystemfont,"segoe ui",roboto,"helvetica neue",arial,sans-serif,-apple-system,BlinkMacSystemFont,"Segoe UI",Roboto,"Helvetica Neue",Arial,sans-serif'>The Support Team</div>
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Attachments :
1. <a href='http://helpkw.homecentre.com/helpdesk/attachments/2043212517814'>Receipt 2.jpg</a><br />2. <a href='http://helpkw.homecentre.com/helpdesk/attachments/2043212517815'>Receipt 1.jpg</a><br />3. <a href='http://helpkw.homecentre.com/helpdesk/attachments/2043212517816'>Sofa2.jpg</a><br />4. <a href='http://helpkw.homecentre.com/helpdesk/attachments/2043212517817'>Sofa1.jpg</a><br />5. <a href='http://helpkw.homecentre.com/helpdesk/attachments/2043212517818'>Sofa3.jpg</a><br />6. <a href='http://helpkw.homecentre.com/helpdesk/attachments/2043212517819'>Sofa25.jpg</a><br />7. <a href='http://helpkw.homecentre.com/helpdesk/attachments/2043212517820'>Sofa4.jpg</a>
  https://landmarkgroupservice.freshdesk.com/helpdesk/tickets/2254884