Subject: CASE COULD HAVE BEEN CLOSED SOON.
From: Saifullah Kar <[email-masked]>
To: Mohd <[email-masked]>
Cc: Rosette Modiri <[email-masked]>
Date: Wed, 19 Feb 2020 12:39:54 -0700 (MST)

CASE1438980 

The customer came with a query that his unit just came and it is having beeping sound. He has also mentioned that he had purchased a 3-year protection plan. 

Agent asked him about the proof of purchase, the customer sent the proof of purchase without the date. The agent again asked specifying the date is missing. 

This case according to me was handled badly on the basis of our productivity and wrong troubleshooting. 

As the customer's unit had beeping noise. It is most likely a charging issue or we would have to call the unit in for repair. No customer page/lead page is under his email also he mentioned that he has purchased a 3 year protection plan. So most likely not our customer. 

The agent should have simply send him the RMA template and mentioned that customer should also share the status of lights on the charger and for how long is he charging the unit. 

The case would have closed on the first response and thus it would not have come 3 times in our reopen cases. 

Please reply in such a way that our reopen cases are reduced as much as possible. 

Thanks.