Subject: RE: [#1576705] - CRM # 2181076 Order # 29027101490020200922
From: Radhika Jawle <[email-masked]>
To: Anton Dilshan <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Abdul Rasheed <[email-masked]>, Yunis Fakrudeen <[email-masked]>, Niren Dsouza <[email-masked]>
Cc: Soundar Rajan <[email-masked]>, Homebox Delivery <[email-masked]>, Home Box <[email-masked]>, HomeBox Customercare UAE <[email-masked]>
Date: Tue, 13 Oct 2020 09:13:19 +0000

Dear Anton,

Please assign to the delivery department. We will inform the concern team to address to the correct department.

@Niren Dsouza<mailto:[email-masked]>,

Please do not assign any tickets to the warehouse team. As the mentioned CRM was assigned to the Warehouse team we were not be able to resolve the issue.

Thanks & Regards,
[DFBA450F]

From: Anton Dilshan <[email-masked]>
Sent: Tuesday, October 13, 2020 12:12 PM
To: Murtaza Kutiyanawala <[email-masked]>; Abdul Rasheed <[email-masked]>; Yunis Fakrudeen <[email-masked]>
Cc: Soundar Rajan <[email-masked]>; Homebox Delivery <[email-masked]>; Home Box <[email-masked]>; HomeBox Customercare UAE <[email-masked]>
Subject: RE: [#1576705] - CRM # 2181076 Order # 29027101490020200922

Dear Murtaza,

Refer to below CRM,

Its address to Wrong Department .

FYI…

Call ID
Call Date
Invoice No
Cust Name
Cust Mobile
Reason
Sub Reason
Sub Sub Reason
Call Status
Call By
User Loc.
Call Detail
Closing Notes
Appr. Dept
Appr. Reason
Appr. Flag
Appr Notes
Appr.Date
Closed By
Closed Date
PendingNote No
Followup
2181076
10/4/2020 1:04:52 PM
29027101490020200922
MANSHA BUDHRANI
0505255287
Complaints
Damages After Delivery
Refixing
Open
URVIKA CHAUDHARY
UAE
Customer complained that the bed makes a lot noise. The bed was delivered to her on 27th Sep.

Warehouse
Rework / Repair
-

From: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, October 13, 2020 11:51 AM
To: Anton Dilshan <[email-masked]<mailto:[email-masked]>>; Abdul Rasheed <[email-masked]<mailto:[email-masked]>>; Yunis Fakrudeen <[email-masked]<mailto:[email-masked]>>
Cc: Soundar Rajan <[email-masked]<mailto:[email-masked]>>; Homebox Delivery <[email-masked]<mailto:[email-masked]>>; Home Box <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#1576705] - CRM # 2181076 Order # 29027101490020200922

@Abdul Rasheed<mailto:[email-masked]> / @Anton Dilshan<mailto:[email-masked]>

Please update on the below complaint open since the 4th Oct

From: Home Box <[email-masked]<mailto:[email-masked]>>
Sent: Tuesday, October 13, 2020 11:11 AM
To: Yunis Fakrudeen <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>
Cc: Anton Dilshan <[email-masked]<mailto:[email-masked]>>; Soundar Rajan <[email-masked]<mailto:[email-masked]>>; Homebox Delivery <[email-masked]<mailto:[email-masked]>>
Subject: Fwd: [#1576705] - CRM # 2181076 Order # 29027101490020200922

External email sender, please take precaution.
Hi .
​
CRM was raised for refixing on October 4th.
CRM no. #2181076
Team has still not contacted the customer or fixed the bed.
Cust is following up almost everyday.
Has been in touch with store personnel as well who have not been of any help.
Kindly action.
​
 Please take a look at ticket #1576705<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Flandmarkgroupservice.freshdesk.com%2Fhelpdesk%2Ftickets%2F1576705&data=02%7C01%7Cradhika.jawle%40landmarkgroup.com%7C0bf9af073a8e44e1dc6e08d86f4fa840%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637381735195808824&sdata=LgBVCfYzpLwiwubwwIHxkGQ9weqpQEWYmL2NLq6ffZE%3D&reserved=0> raised by Zakir Khan ([email-masked]<mailto:[email-masked]>).

Thanks and regards..
The Support Team.
On Tue, 13 Oct at 11:03 AM , Home Box <[email-masked]<mailto:[email-masked]>> wrote:
Mansha
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/M.png]
Please expedite...
06:52 AM, 13th Oct
Mansha
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/M.png]
Please assist..I need the furniture to be checked...
06:52 AM, 13th Oct
Niren
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
Thank you for choosing HomeBox. My name is Niren . Allow me a moment to check this .
09:19 AM, 13th Oct
Niren
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
Hi Mansha. Thank you for waiting. I would just like to confirm what the store personnel told you?
10:17 AM, 13th Oct
Mansha
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/M.png]
Fayyaz..n another person I think vijay n he gave me manager number too👇
10:19 AM, 13th Oct
Mansha
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/M.png]
[https://fc-use1-00-pics-bkt-00.s3.amazonaws.com/715b90e586652540145482edfaabb181b12f7813396d0aabfb08f59bbcff8376/f_feedbackMessage/u_449b5548981aad022399254305b471eca596f6e68df9ee945f379b4e49147441/img_1602569998356.jpeg]
10:19 AM, 13th Oct
Mansha
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/M.png]
Please check the bed..I would like to return it
10:20 AM, 13th Oct
New
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
Thanks for your patience. We are working on it. Please give us a few more minutes.
10:24 AM, 13th Oct
Niren
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
I would just like to inform you that at HomeBox we don't have any return policy. I can send a team out in order to get the bed fixed and repaired. However it is not possible for us to take it back as we do not take items back once they've been assembled.
10:25 AM, 13th Oct
Mansha
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/M.png]
The rio bed makes noise even when we sit on it..its like this from day 1..ie 27 sept when it was delivered......
So as informed the store pls send yr people to repair or return..
10:30 AM, 13th Oct
Niren
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
That is what I can do. I can arrange for our team to come and repair the bed as it is within warranty. However a return would not be possible unless the store has told you differently. If you would like me to arrange for our repair team to visit you,I can do that right away.
10:32 AM, 13th Oct
Mansha
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/M.png]
Yes please arrange for repair team..thank you
10:33 AM, 13th Oct
Niren
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
One moment while I work on this.
10:43 AM, 13th Oct
Niren
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
I've escalated the issue and a team will be contacting you soon. I would just like to apologise once again as this is not the level of service that we strive to deliver. I do understand that this has caused you a lot of unnecessary inconvenience and hassle which was not our intention.
Please rest assured that this is the last time you will need to follow up on this as it will be taken care of.
10:59 AM, 13th Oct
Niren
[https://images.freshchat.com/30x30/fresh-chat-names/Alphabets/N.png]
Please feel free to come back and chat with us if you have any queries in the future.
My name is Niren and have a wonderful day!
11:03 AM, 13th Oct
View conversation in Freshchat<https://eur03.safelinks.protection.outlook.com/?url=https%3A%2F%2Fweb.freshchat.com%2Fa%2F224106425474082%2Finbox%2Fopen%2F0%2Fconversation%2F402800780617558&data=02%7C01%7Cradhika.jawle%40landmarkgroup.com%7C0bf9af073a8e44e1dc6e08d86f4fa840%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637381735195818779&sdata=GQTev5Thh8QX295kiKlp2gaF3dyLCtd%2BdaKZz6Jyt0s%3D&reserved=0>

1576705:1125156
This e-mail message (which includes attachment/s thereto, if any, and the information therein), is legally privileged, proprietary, strictly confidential and exempt from disclosure, which is not waived or lost by mis-transmission or error. If you are not the original intended recipient of this message, it may be unlawful and illegal for you to read, print, retain, copy, disseminate, disclose or otherwise use this message, or take any action in reliance on it, and the same is prohibited and forbidden. If you have received this email in error, please notify the sender immediately by return reply and delete the message from your system without printing or making a copy. Neither the sender nor we are liable for any loss or damage as a result of this message, or for any delay, interception, corruption, virus, error, omission, improper or incomplete transmission thereof. www.landmarkgroup.com