Subject: Re: [#5493098] - Assembly Manual / 29038101842320211207
From: "Malek Al. Hosan" <[email-masked]>
To: Deeksha <[email-masked]>, murtaza kutiyanawala <[email-masked]>
Cc: syed ataullah <[email-masked]>, AMIR <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Sabry Yousef <[email-masked]>, Anslem Misquitta <[email-masked]>, Home Box <[email-masked]>, Tanveer Haque <[email-masked]>, Subhash Jangir <[email-masked]>, Ramesh Veluchamy <[email-masked]>
Date: Wed, 28 Dec 2022 02:54:33 -0700 (MST)

Hi Ma'am. 

Noted and it will be done right away. 

Hi Sir @murtaza We apologize as the agents did not highlight this case to us earlier to check with you. Will notify the team as per Deeksha Maam instructions and same will be followed. 
Waiting your kind update for the escalations so we can modify the same on our matrix. 

Regards. 
Malek. 

From: "Deeksha" <[email-masked]> 
To: "Malek" <[email-masked]>, "murtaza kutiyanawala" <[email-masked]> 
Cc: "syed ataullah" <[email-masked]>, "AMIR" <[email-masked]>, "HomeBox Customercare UAE" <[email-masked]>, "Sabry Yousef" <[email-masked]>, "Anslem Misquitta" <[email-masked]>, "Home Box" <[email-masked]>, "Tanveer Haque" <[email-masked]>, "Subhash Jangir" <[email-masked]>, "Ramesh Veluchamy" <[email-masked]> 
Sent: Wednesday, December 28, 2022 3:19:13 PM 
Subject: Re: [#5493098] - Assembly Manual / 29038101842320211207 

Hi Malek, 

While Murtaza will reply to you about escalation matrix, please inform the team to notify you and Amir in such cases. If there is no next level, there is no point in sending repeated reminders to the same level. There should be one escalation and one reminder, post which agents need to notify you and Amir so that you can coordinate directly with Murtaza and his team. 

Kindly make sure the team is made aware of this right away and this doesn't happen again. 

Thanks 

Regards, 
Deeksha 

From: Malek Al. Hosan <[email-masked]> 
Sent: Wednesday, December 28, 2022 3:16 PM 
To: Murtaza Kutiyanawala <[email-masked]> 
Cc: syed ataullah <[email-masked]>; AMIR <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; Sabry Yousef <[email-masked]>; Anslem Misquitta <[email-masked]>; Home Box <[email-masked]>; Tanveer Haque <[email-masked]>; Subhash Jangir <[email-masked]>; Ramesh Veluchamy <[email-masked]>; Deeksha Dadu <[email-masked]> 
Subject: Re: [#5493098] - Assembly Manual / 29038101842320211207 
Hi Murtaza. 

For manual request. We have the following the escalations our escalation matrix as the following: 

	Escalation -1 	Tanveer Haque 	[email-masked], 
	Escalation -1 	Subhash 	[email-masked] , 
	Escalation -1 	Ramesh 	[email-masked], 
We did not receive any update for manual request escalations since then. All the updates received was related to the courier, WH, store mails. 
Please share the the required mails and levels to add it. 

Regards. 
Malek. 

From: "Deeksha" <[email-masked]> 
To: "murtaza kutiyanawala" <[email-masked]>, "syed ataullah" <[email-masked]>, "AMIR" <[email-masked]>, "Malek" <[email-masked]> 
Cc: "HomeBox Customercare UAE" <[email-masked]>, "Sabry Yousef" <[email-masked]>, "Anslem Misquitta" <[email-masked]>, "Home Box" <[email-masked]>, "Tanveer Haque" <[email-masked]>, "Subhash Jangir" <[email-masked]>, "Ramesh Veluchamy" <[email-masked]> 
Sent: Wednesday, December 28, 2022 3:02:17 PM 
Subject: Re: [#5493098] - Assembly Manual / 29038101842320211207 

Hi Murtaza, 

I am checking this right away. 

Regards, 
Deeksha 

From: Murtaza Kutiyanawala <[email-masked]> 
Sent: Wednesday, December 28, 2022 2:40 PM 
To: syed.ataullah <[email-masked]>; amir.aziz <[email-masked]>; malek.hosan <[email-masked]>; Deeksha Dadu <[email-masked]> 
Cc: HomeBox Customercare UAE <[email-masked]>; Sabry Yousef <[email-masked]>; Anslem Misquitta <[email-masked]>; Home Box <[email-masked]>; Tanveer Haque <[email-masked]>; Subhash Jangir <[email-masked]>; Ramesh Veluchamy <[email-masked]> 
Subject: RE: [#5493098] - Assembly Manual / 29038101842320211207 

[ mailto:[email-masked] | @Syed
 Ataullah ] / [ mailto:[email-masked] | 
@[email-masked] ] / [ mailto:[email-masked] | 
@Malek ] – Why is the escalation matrix not followed, why are we sending 5 reminders to the team by now this should have been escalated to Tamal as per the escalation matrix 

Looping [ mailto:[email-masked] | 
@Deeksha Dadu ] 

	

Murtaza Kutiyanawala 

Team Lead – Customer Care 

T : +971 4 517 2300 

D : +971 4 813 2414 

F : +971 4 517 2380 

E : [ mailto:[email-masked] | [email-masked] ] 

Landmark Tower, Dubai Marina, P.O.Box 282028, UAE. 

[ https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7Cmurtaza.kutiyanawala%40landmarkgroup.com%7C451b5b1b38d0415a044608d96ac43dbf%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637658213337732239%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=Cdij8dK2Vfav4R8QlQkxzKCysFQU3v13MudEsv%2BNmCE%3D&reserved=0 | www.homeboxstores.com ] 

From: Home Box <[email-masked]> 
Sent: Wednesday, December 28, 2022 6:30 AM 
To: Tanveer Haque <[email-masked]>; Subhash Jangir <[email-masked]>; Ramesh Veluchamy <[email-masked]> 
Cc: HomeBox Customercare UAE <[email-masked]>; Sabry Yousef <[email-masked]>; Anslem Misquitta <[email-masked]>; Murtaza Kutiyanawala <[email-masked]> 
Subject: Fwd: [#5493098] - Assembly Manual / 29038101842320211207 

CAUTION: External email sender. Use care when clicking on links or opening attachments! 

Reminder 5 

Hi Team, 

KIndly update on this.. 

Manual request 

Order No: 29038101842320211207 

Item ID: 160033879 - [ https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879 | 
P-Digital Home Safe(Large)W/Fingerprint ] 

Problem Statement: Cx requested the assembly manual of (160033879). 

Cx is waiting for a long time and said he will complain to DED. Kindly assist. 

Cx Email address: [ mailto:[email-masked] | [email-masked] ] 

Thanks & Regards, 

Ali 

On Tue, 27 Dec at 5:27 AM , Home Box < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Reminder 4, 

Hi Team, 

Manual request 

Order No: 29038101842320211207 

Item ID: 160033879 - [ https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879 | P-Digital
 Home Safe(Large)W/Fingerprint ] 

Problem Statement: Cx requested the assembly manual of (160033879). 

Cx is waiting for a long time and said he will complain to DED. Kindly assist. 

Cx Email address: [ mailto:[email-masked] | [email-masked] ] 

Thanks & Regards, 

Aws. 

BQ_BEGIN

On Mon, 26 Dec at 4:56 AM , Home Box < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Reminder 3, 

Hi Team, 

Manual request 

Order No: 29038101842320211207 

Item ID: 160033879 - [ https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879 | 
P-Digital Home Safe(Large)W/Fingerprint ] 

Problem Statement: Cx requested the assembly manual of (160033879). 

Cx is waiting for a long time and said he will complain to DED. Kindly assist. 

Cx Email address: [ mailto:[email-masked] | [email-masked] ] 

Thanks & Regards, 

Aws. 

BQ_BEGIN

On Sun, 25 Dec at 2:33 AM , Home Box < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Reminder 2, 

Hi Team, 

Manual request 

Order No: 29038101842320211207 

Item ID: 160033879 - [ https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879 | P-Digital
 Home Safe(Large)W/Fingerprint ] 

Problem Statement: Cx requested the assembly manual of (160033879). Kindly assist. 

Cx Email address: [ mailto:[email-masked] | [email-masked] ] 

Thanks & Regards, 

Aws. 

BQ_BEGIN

On Sat, 24 Dec at 2:26 AM , Home Box < [ mailto:[email-masked] | [email-masked] ] > wrote: 

Reminder 1, 

Hi Team, 

Manual request 

Order No: 29038101842320211207 

Item ID: 160033879 - [ https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879 | 
P-Digital Home Safe(Large)W/Fingerprint  ] 

Problem Statement: Cx requested the assembly manual of (160033879). Kindly assist. 

Cx Email address: [ mailto:[email-masked] | [email-masked] ] 

Thanks & Regards, 

Aws. 

BQ_END

BQ_END

BQ_END

5493098:1125156 
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