Subject: RE: [#5493098] - Assembly Manual / 29038101842320211207
From: Murtaza Kutiyanawala <[email-masked]>
To: malek.hosan <[email-masked]>
Cc: syed.ataullah <[email-masked]>, amir.aziz <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Sabry Yousef <[email-masked]>, Anslem Misquitta <[email-masked]>, Deeksha <[email-masked]>, Home Box <[email-masked]>, Tanveer Haque <[email-masked]>, Subhash Jangir <[email-masked]>, Ramesh Veluchamy <[email-masked]>
Date: Wed, 28 Dec 2022 11:20:37 +0000

Hi Malek,

This is the escalation matrix share with LSM.

Attached is the email for your reference for the escalation matrix.

Also attached are the user manual details on email.

Escalation Matrix for WH
Time Line
Spoc
Name
[email-masked]<mailto:[email-masked]> and [email-masked]<mailto:[email-masked]>
NA
CC To
[email-masked]<mailto:[email-masked]>
Escalation -1
Tanveer Haque
[email-masked]<mailto:[email-masked]>
24 Hours
Escalation -2
Ramesh Veluchamy
[email-masked]<mailto:[email-masked]>
48 Hours
BACK
Final Escalation
Tamal Guha
[email-masked]<mailto:[email-masked]>
>72 Hours
Escalation Matrix for Delivery/WH issue
Time Line
Spoc
Name
[email-masked]<mailto:[email-masked]> and [email-masked]<mailto:[email-masked]>
NA
CC To
[email-masked]<mailto:[email-masked]>
Escalation -1
Anton Dilshan
[email-masked]<mailto:[email-masked]>
24 Hours
Escalation -2
Abdul Hameed
[email-masked]<mailto:[email-masked]>
48 Hours
BACK
Escalation- 3
Yunis Fakrudeen
[email-masked]<mailto:[email-masked]>
72 Hours
Final Escalation
Tamal Guha
[email-masked]<mailto:[email-masked]>
>72 Hours
Escalation Matrix for CCC Team
Time Line
Spoc
Name
[email-masked]<mailto:[email-masked]>
NA
Escalation -1
Ahmed / Ali
[email-masked]<mailto:[email-masked]>  /  [email-masked]<mailto:[email-masked]>
24 Hours
Escalation -2
Sabry / Anslem
[email-masked]<mailto:[email-masked]>   /   [email-masked]<mailto:[email-masked]>
48 Hours
BACK
Escalation- 3
Murtaza
[email-masked]<mailto:[email-masked]>
72 Hours
Escalation- 4
Ahmed Zohar
[email-masked]<mailto:[email-masked]>
96 Hours
Final Escalation
Sameer
[email-masked]<mailto:[email-masked]>
>96 Hours
Escalation Matrix for Store Team
Time Line
Spoc
Store MA / SM
Store SM and MA / and refund cases  to Accounts - email address
NA
CC To
[email-masked]<mailto:[email-masked]>
Escalation -1
Store Manager
Store manager email address
24 Hours
BACK
Escalation- 2
Raja
[email-masked]<mailto:[email-masked]>
48 Hours
Final Escalation
Sameer
[email-masked]<mailto:[email-masked]>
72 Hours

Murtaza Kutiyanawala
Team Lead – Customer Care
T   :  +971 4 517 2300
D  :  +971 4 813 2414
F   :  +971 4 517 2380
E   : [email-masked]<mailto:[email-masked]>
Landmark Tower, Dubai Marina, P.O.Box 282028, UAE.
www.homeboxstores.com<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>

From: Malek Al. Hosan <[email-masked]>
Sent: Wednesday, December 28, 2022 1:55 PM
To: Deeksha <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>
Cc: syed.ataullah <[email-masked]>; amir.aziz <[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]>
Subject: Re: [#5493098] - Assembly Manual / 29038101842320211207

CAUTION: External email sender. Use care when clicking on links or opening attachments!
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]<mailto:[email-masked]>>
To: "Malek" <[email-masked]<mailto:[email-masked]>>, "murtaza kutiyanawala" <[email-masked]<mailto:[email-masked]>>
Cc: "syed ataullah" <[email-masked]<mailto:[email-masked]>>, "AMIR" <[email-masked]<mailto:[email-masked]>>, "HomeBox Customercare UAE" <[email-masked]<mailto:[email-masked]>>, "Sabry Yousef" <[email-masked]<mailto:[email-masked]>>, "Anslem Misquitta" <[email-masked]<mailto:[email-masked]>>, "Home Box" <[email-masked]<mailto:[email-masked]>>, "Tanveer Haque" <[email-masked]<mailto:[email-masked]>>, "Subhash Jangir" <[email-masked]<mailto:[email-masked]>>, "Ramesh Veluchamy" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
Sent: Wednesday, December 28, 2022 3:16 PM
To: Murtaza Kutiyanawala <[email-masked]<mailto:[email-masked]>>
Cc: syed ataullah <[email-masked]<mailto:[email-masked]>>; AMIR <[email-masked]<mailto:[email-masked]>>; HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Home Box <[email-masked]<mailto:[email-masked]>>; Tanveer Haque <[email-masked]<mailto:[email-masked]>>; Subhash Jangir <[email-masked]<mailto:[email-masked]>>; Ramesh Veluchamy <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[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]<mailto:[email-masked]>,
Escalation -1
Subhash
[email-masked]<mailto:[email-masked]> ,
Escalation -1
Ramesh
[email-masked]<mailto:[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]<mailto:[email-masked]>>
To: "murtaza kutiyanawala" <[email-masked]<mailto:[email-masked]>>, "syed ataullah" <[email-masked]<mailto:[email-masked]>>, "AMIR" <[email-masked]<mailto:[email-masked]>>, "Malek" <[email-masked]<mailto:[email-masked]>>
Cc: "HomeBox Customercare UAE" <[email-masked]<mailto:[email-masked]>>, "Sabry Yousef" <[email-masked]<mailto:[email-masked]>>, "Anslem Misquitta" <[email-masked]<mailto:[email-masked]>>, "Home Box" <[email-masked]<mailto:[email-masked]>>, "Tanveer Haque" <[email-masked]<mailto:[email-masked]>>, "Subhash Jangir" <[email-masked]<mailto:[email-masked]>>, "Ramesh Veluchamy" <[email-masked]<mailto:[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]<mailto:[email-masked]>>
Sent: Wednesday, December 28, 2022 2:40 PM
To: syed.ataullah <[email-masked]<mailto:[email-masked]>>; amir.aziz <[email-masked]<mailto:[email-masked]>>; malek.hosan <[email-masked]<mailto:[email-masked]>>; Deeksha Dadu <[email-masked]<mailto:[email-masked]>>
Cc: HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Home Box <[email-masked]<mailto:[email-masked]>>; Tanveer Haque <[email-masked]<mailto:[email-masked]>>; Subhash Jangir <[email-masked]<mailto:[email-masked]>>; Ramesh Veluchamy <[email-masked]<mailto:[email-masked]>>
Subject: RE: [#5493098] - Assembly Manual / 29038101842320211207

@Syed Ataullah<mailto:[email-masked]> / @[email-masked]<mailto:[email-masked]> / @Malek<mailto:[email-masked]> – 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 @Deeksha Dadu<mailto:[email-masked]>

Murtaza Kutiyanawala

Team Lead – Customer Care

T   :  +971 4 517 2300

D  :  +971 4 813 2414

F   :  +971 4 517 2380

E   : [email-masked]<mailto:[email-masked]>

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

www.homeboxstores.com<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>

From: Home Box <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, December 28, 2022 6:30 AM
To: Tanveer Haque <[email-masked]<mailto:[email-masked]>>; Subhash Jangir <[email-masked]<mailto:[email-masked]>>; Ramesh Veluchamy <[email-masked]<mailto:[email-masked]>>
Cc: HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[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 - P-Digital Home Safe(Large)W/Fingerprint<https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879>

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: [email-masked]<mailto:[email-masked]>

Thanks & Regards,

Ali

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

Reminder 4,

Hi Team,

Manual request

Order No: 29038101842320211207

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

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: [email-masked]<mailto:[email-masked]>

Thanks & Regards,

Aws.

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

Reminder 3,

Hi Team,

Manual request

Order No: 29038101842320211207

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

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: [email-masked]<mailto:[email-masked]>

Thanks & Regards,

Aws.

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

Reminder 2,

Hi Team,

Manual request

Order No: 29038101842320211207

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

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

Cx Email address: [email-masked]<mailto:[email-masked]>

Thanks & Regards,

Aws.

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

Reminder 1,

Hi Team,

Manual request

Order No: 29038101842320211207

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

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

Cx Email address: [email-masked]<mailto:[email-masked]>

Thanks & Regards,

Aws.

5493098:1125156
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<http://www.landmarkgroup.com>

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

Subject: FW: [#5493098] - Assembly Manual / 29038101842320211207
From: Sunil Raghavan <[email-masked]>
To: Murtaza Kutiyanawala <[email-masked]>
Date: Wed, 28 Dec 2022 10:16:04 +0000

@Murtaza Kutiyanawala<mailto:[email-masked]> – PFA….assembly manual   for Item ID:  160033879 - P-Digital Home Safe(Large)W/Fingerprint<https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879>

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

Escalation -1

Subhash

[email-masked]<mailto:[email-masked]> ,

Escalation -1

Ramesh

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

@Syed Ataullah<mailto:[email-masked]> / @[email-masked]<mailto:[email-masked]> / @Malek<mailto:[email-masked]> – 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 @Deeksha Dadu<mailto:[email-masked]>

Murtaza Kutiyanawala

Team Lead – Customer Care

T   :  +971 4 517 2300

D  :  +971 4 813 2414

F   :  +971 4 517 2380

E   : [email-masked]<mailto:[email-masked]>

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

www.homeboxstores.com<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>

From: Home Box <[email-masked]<mailto:[email-masked]>>
Sent: Wednesday, December 28, 2022 6:30 AM
To: Tanveer Haque <[email-masked]<mailto:[email-masked]>>; Subhash Jangir <[email-masked]<mailto:[email-masked]>>; Ramesh Veluchamy <[email-masked]<mailto:[email-masked]>>
Cc: HomeBox Customercare UAE <[email-masked]<mailto:[email-masked]>>; Sabry Yousef <[email-masked]<mailto:[email-masked]>>; Anslem Misquitta <[email-masked]<mailto:[email-masked]>>; Murtaza Kutiyanawala <[email-masked]<mailto:[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 - P-Digital Home Safe(Large)W/Fingerprint<https://www.homeboxstores.com/ae/en/Bedroom/Home-Safes/HOME-BOX-Digital-Home-Safe-with-Fingerprint-Reader-and-Shelf---Large/p/160033879>

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: [email-masked]<mailto:[email-masked]>

Thanks & Regards,

Ali

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

   Reminder 4,

   Hi Team,

   Manual request

   Order No: 29038101842320211207

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

   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: [email-masked]<mailto:[email-masked]>

   Thanks & Regards,

   Aws.

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

      Reminder 3,

      Hi Team,

      Manual request

      Order No: 29038101842320211207

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

      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: [email-masked]<mailto:[email-masked]>

      Thanks & Regards,

      Aws.

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

         Reminder 2,

         Hi Team,

         Manual request

         Order No: 29038101842320211207

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

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

         Cx Email address: [email-masked]<mailto:[email-masked]>

         Thanks & Regards,

         Aws.

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

            Reminder 1,

            Hi Team,

            Manual request

            Order No: 29038101842320211207

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

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

            Cx Email address: [email-masked]<mailto:[email-masked]>

            Thanks & Regards,

            Aws.

            5493098:1125156

            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<http://www.landmarkgroup.com>

Subject: RE: Escalation Matrix for Courier Partner, Warehouse, Delivery Team and updated details for Store Managers
From: Anslem Misquitta <[email-masked]>
To: Sanaa.Hammad <[email-masked]>, Nada Hattar <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>, Taima Zeid <[email-masked]>, samer aburamadan <[email-masked]>
Cc: HomeBox Customercare UAE <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>, Sabry Yousef <[email-masked]>, Ashish Karini <[email-masked]>, Sameer Hasan <[email-masked]>, Aditya Manapuram <[email-masked]>, Peter Dsouza <[email-masked]>, Vijay Pokhriyal <[email-masked]>, Mani Choudhury <[email-masked]>, Raja Ramachandran <[email-masked]>, Deeksha <
Date: Mon, 12 Dec 2022 07:42:06 +0000

Hi Team,

Updated escalation matrix has already been shared on 5th of December, still we are referring to old escalation matrix, Why ?

Please see the attachment. ***PLESASE REFERE TO NEW ESCALATION MATRIX***

Anslem Misquitta

Retail Operations - Customer Care

T   :  800 HOMEBOX (4663269)

F   :  +971 4 5172380

E   :  [email-masked]<mailto:[email-masked]>

Landmark Tower, Dubai Marina

P.O.Box 282028, UAE.

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

From: Anslem Misquitta
Sent: Monday, December 5, 2022 1:42 PM
To: Sanaa.Hammad <[email-masked]>; Nada Hattar <[email-masked]>; syed.ataullah <[email-masked]>; malek.hosan <[email-masked]>; amir.aziz <[email-masked]>; Taima Zeid <[email-masked]>
Cc: HomeBox Customercare UAE <[email-masked]>; Murtaza Kutiyanawala <[email-masked]>; Ahmed Zoher <[email-masked]>; Sabry Yousef <[email-masked]>; Ashish Karini <[email-masked]>; Sameer Hasan <[email-masked]>; Aditya Manapuram <[email-masked]>; Peter Dsouza <[email-masked]>; Vijay Pokhriyal <[email-masked]>; Mani Choudhury <[email-masked]>; Raja Ramachandran <[email-masked]>; Deeksha <[email-masked]>; Sridhar Katta <[email-masked]>; Thamilalagan M <[email-masked]>; Sameer Sadiq <[email-masked]>; Gobinda Khatri <[email-masked]>; Kuldeep Saini <[email-masked]>; [email-masked]
Subject: Escalation Matrix for Courier Partner, Warehouse, Delivery Team and updated details for Store Managers

Hi Team,

Good afternoon to all !!!

Please find the updated Escalation Matrix for Courier Partner, Warehouse and updated details for Store Managers.

Implement this on imitate basis and inform all the agents for the same.

Anslem Misquitta

Retail Operations - Customer Care

T   :  800 HOMEBOX (4663269)

F   :  +971 4 5172380

E   :  [email-masked]<mailto:[email-masked]>

Landmark Tower, Dubai Marina

P.O.Box 282028, UAE.

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>

Subject: RE: WHCC Delivery - 29020606728420221208
From: Hussain Patanwala <[email-masked]>
To: Raneen Baabaad <[email-masked]>, Homebox Ibnsm <[email-masked]>, Sanjit Kumar <[email-masked]>
Cc: Homebox IbnMA <[email-masked]>, Homebox IbnAcc <[email-masked]>, Nada Hattar <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, crys_hb <[email-masked]>
Date: Sat, 10 Dec 2022 10:48:13 +0000

Dear Raneen,

I have been transferred to SCC so any mails related to IBN kindly do mark it to sanjit.

Regards

HUSSAIN PATANWALA

Store Manager

T   :  +971 6 530 8282

D  :  +971 56 5046979

E   :  [email-masked]<mailto:[email-masked]>

Sharjah City Centre, Al Wahda Road, Sharjah.

www.homeboxstores.com<http://www.homeboxstores.com/>

From: Raneen Baabaad <[email-masked]>
Sent: Saturday, 10 December 2022 2:08 PM
To: Homebox Ibnsm <[email-masked]>
Cc: Homebox IbnMA <[email-masked]>; Homebox IbnAcc <[email-masked]>; Hussain Patanwala <[email-masked]>; Nada Hattar <[email-masked]>; HomeBox Customercare UAE <[email-masked]>; crys_hb <[email-masked]>
Subject: WHCC Delivery - 29020606728420221208

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

Hello Team,

The customer requested to have a call from the driver.

Please do the needful.

Best Regards,

Raneen Baabad

Subject: Escalation Matrix for Courier Partner, Warehouse, Delivery Team and updated details for Store Managers
From: Anslem Misquitta <[email-masked]>
To: Sanaa.Hammad <[email-masked]>, Nada Hattar <[email-masked]>, syed.ataullah <[email-masked]>, malek.hosan <[email-masked]>, amir.aziz <[email-masked]>, Taima Zeid <[email-masked]>
Cc: HomeBox Customercare UAE <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, Ahmed Zoher <[email-masked]>, Sabry Yousef <[email-masked]>, Ashish Karini <[email-masked]>, Sameer Hasan <[email-masked]>, Aditya Manapuram <[email-masked]>, Peter Dsouza <[email-masked]>, Vijay Pokhriyal <[email-masked]>, Mani Choudhury <[email-masked]>, Raja Ramachandran <[email-masked]>, Deeksha <
Date: Mon, 5 Dec 2022 09:42:04 +0000

Hi Team,

Good afternoon to all !!!

Please find the updated Escalation Matrix for Courier Partner, Warehouse and updated details for Store Managers.

Implement this on imitate basis and inform all the agents for the same.

Anslem Misquitta

Retail Operations - Customer Care

T   :  800 HOMEBOX (4663269)

F   :  +971 4 5172380

E   :  [email-masked]<mailto:[email-masked]>

Landmark Tower, Dubai Marina

P.O.Box 282028, UAE.

www.homeboxstores.com<https://eur03.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.homeboxstores.com%2F&data=04%7C01%7CAnslem.Misquitta%40landmarkgroup.com%7C364e7928af3c4900876b08d98cb54bee%7C1f9b09b4197c4f1cb0c5571a6ccc96c8%7C0%7C0%7C637695532547747731%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=B4sHFXtb8ozmDL%2B5bInWdirvh1%2BRUB3dP8LgeguSuMU%3D&reserved=0>