Subject: Re: Ticket Findings for 165310
From: Pritish Nandi <[email-masked]>
To: Ismail Lsm <[email-masked]>
Cc: abhishek kumar <[email-masked]>, saurabh <[email-masked]>, deeksha <[email-masked]>
Date: Wed, 4 Aug 2021 23:15:58 -0700 (MST)

Hi Ismael, 

To be honest, I am little dissapointed with your reply and explaination. This was a very simple feedback and there is no need to be defensive. 

If the LED is ON, that does not mean that the power cable is plugged in. All LEDs would show even if the USB cable is plugged in. Also, the DW has four different LED status so which one you are referring here? 

Yes, the FW version is not up to date so asking him to update it absolutely correct however Boost Charge or fast charging can only be done via power cable plugged in. 

Checking power cable is basic and your case summary does not show anywhere that you have checked it. So let's stop arguing on this and accept the fact that there is a error and we need to fix it. 

Please remember, the first stage of fixing an issue is to aknowledge there is an issue. If you always be defensive like this then we would not be able to help you improve. 

Next time it would be appreciated you call anyone of us to discuss further. 

Regards, 
Pritish 

From: "Ismail Lsm" <[email-masked]> 
To: "abhishek kumar" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, August 4, 2021 8:21:57 PM 
Subject: Re: Ticket Findings for 165310 

Hi 

There was the LED showing on the device meaning that the device was connected to the power source. 

Did you also noticed that the firmware of the device was not correct ? Is this not a possible troubleshooting for the issue that the customer is facing or you are sure that only the power source is the issue ? 

My priority is to get issues resolved so please let's the customer try the first troubleshooting steps provided (Check the firmware and cross test the headset and base station). If this does not work we will check for another solution. Anyway already double checked if the power cable was connected. 

Thanks 
Ismael 

From: "Abhishek Kumar" <[email-masked]> 
To: "Ismail Lsm" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]>, "Deeksha Dadu" <[email-masked]> 
Sent: Wednesday, August 4, 2021 8:03:47 PM 
Subject: Re: Ticket Findings for 165310 

Hi Ismail, 
i noticed the absence/inadequacy of troubleshooting. 
While you had the requestor on call, you should have checked if the power supply to base was connected. 
The ticket was raised yesterday. We have discussed not waiting till the SLA breach deadline. 
We have discussed the importance of resolution too. 
Did you follow a user guide that mentions otherwise or that mentions "not to check for power "? 
Please see if there is something we can do about improving situations like these. With your experience, Knowledge and understanding of the products and the process, it should be easy for you. 

Thank You 
Abhishek 

From: "Ismail Lsm" <[email-masked]> 
To: "abhishek kumar" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]> 
Sent: Wednesday, August 4, 2021 7:49:18 PM 
Subject: Re: Ticket Findings for 165310 

Hi 

Could you provide the reference from the user guide ? 

Regards 
Ismael Zakaria 

From: "Abhishek Kumar" <[email-masked]> 
To: "Ismail Lsm" <[email-masked]> 
Cc: "Pritish Nandi" <[email-masked]>, "saurabh" <[email-masked]>, "Deeksha Dadu" <[email-masked]> 
Sent: Wednesday, August 4, 2021 6:38:27 PM 
Subject: Ticket Findings for 165310 

Hello Ismail 

This is regarding Ticket ID 165310. Please call the requestor back and check if the Power adaptor is connected to the base. 
Since the base was not connected to the power source, fast charging of the headset was disabled. 
Please call back the requestor and check with him. 
It's been a day now. We still have a fair chance of resolving this ticket today. 

Thank you 

Abhishek Kumar 
Consultant, QMC 
LiveSalesman