Subject: Fwd: Invoice - 9505522785
From: Deeksha Dadu <[email-masked]>
To: syed ataullah <[email-masked]>
Cc: Saurabh Dadu <[email-masked]>, Malek <[email-masked]>, AMIR <[email-masked]>
Date: Sat, 1 Apr 2023 17:31:54 +0000

Hi Syed,

This email came at 8:45, how come you never replied to this?? It’s a complaint!

@Amir @Malek @ Syed: guys I need full details on this case and how come it has never come to our attention??

Sent from my iPhone

Begin forwarded message:

From: Anslem Misquitta <[email-masked]>
Date: 1 April 2023 at 20:45:57 GMT+5:30
To: "Sanaa.Hammad" <[email-masked]>, samer aburamadan <[email-masked]>, Nada Hattar <[email-masked]>, "syed.ataullah" <[email-masked]>, "amir.aziz" <[email-masked]>, "malek.hosan" <[email-masked]>
Cc: Taima Zeid <[email-masked]>, Murtaza Kutiyanawala <[email-masked]>, HomeBox Customercare UAE <[email-masked]>, Raja Ramachandran <[email-masked]>, Deeksha Dadu <[email-masked]>, Saurabh Dadu <[email-masked]>, "farah.badawi" <[email-masked]>
Subject: Invoice - 9505522785

Hi Team,

FYI - @[email-masked]<mailto:[email-masked]> @[email-masked]<mailto:[email-masked]> @Malek<mailto:[email-masked]>

As per CRM 4601673 it is mentioned, that call was made to customer but customer was not responding so the team can info that pullout will be done after 20% deduction also an online voucher will be given not refund.

If we check all the remaining CRM’s after 4601673 we don’t see any agent has informed the above information to the customer. (information put in CRM is for everyone to view so everyone is on the same page and can share information with customer)

Several emails have been sent with customer bank details to us as the refund was rejected also email have been sent to customer after 9th of February but no email is sent with the above information.

@Nada Hattar<mailto:[email-masked]> - I want someone to speak with the agents and inform them if they see any information in CRM that was not given to customer for any reason (example given with CRM 4601673) then they will have to share that information with customer when customer calls back, if customer agrees/disagrees then accordingly raise CRM in CCC manager bucket and update the same in FD Ticket (so everyone has the view on it) and send an email as per the escalation matrix to CCC.

Comp. no
Call Date
Invoice No
Customer Name
Customer Mobile
Reason
Call Details
Call Status
Agent
Select
MoreInfo
4654383
2/28/2023 1:57:32 PM
9505522785
Tawfiq Hassan
506131215
Complaints
in ref to #4652338, (163088923 - Hamburg Sliding Door Wardrobe with Mirror - White) please check and arrange for pullout ASAP, its been weeks now, cx will file a complin if pullout was not done today or tomorrow maximum. -Ayat
CLS
500198
More
4652414
2/27/2023 6:24:50 PM
9505522785
Tawfiq Hassan
506131215
Enquiry
ref#4652338 the item is Hamburg Sliding Door Wardrobe with Mirror - White please check-marwa
CLS
5001936
More
4652338
2/27/2023 6:12:45 PM
9505522785
Tawfiq Hassan
506131215
Complaints
As a ref to #4601673 customer is requesting to get the pullout done tomorrow and she's asking to be contacted the day before for confirmation.-marwa
CLS
5001936
More
4633044
2/20/2023 4:31:07 PM
9505522785
Tawfiq Hassan
506131215
Complaints
As a ref to #4601673 customer is requesting to get the pullout done tomorrow or next Tuesday 28th Feb and she's asking to be contacted the day before for confirmation. Rua'a
CLS
500011
More
4611995
2/13/2023 4:27:20 PM
9505522785
Tawfiq Hassan
506131215
Request
0504160177-bushra
CLS
5001933
More
4601673
2/9/2023 5:44:26 PM
9505522785
Tawfiq Hassan
506131215
Enquiry
4589434 - we tried to call but cx not responding. we arrange the pull out for the online voucher (GV) 20 % usage deduction. once cx agree we arrange the pull out.
CLS
212196
More

Feel free to contact me if any help/clarification required.

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>

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