Subject: Fwd: Warranty Procedure - Changes
From: Pritish Nandi <[email-masked]>
To: ashish dabral <[email-masked]>
Cc: deeksha <[email-masked]>
Date: Thu, 9 Jul 2020 00:34:20 -0700 (MST)

FYI 

From: "Pritish Nandi" <[email-masked]> 
To: "Sara Aknooni, SRAK" <[email-masked]> 
Cc: "AFIG" <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Thursday, July 9, 2020 1:02:30 PM 
Subject: Warranty Procedure - Changes 

Hi Sara, 

Thank you for your time on call. 

As discussed, here are my suggestions which would help bring down the warranty tickets. 

1. We should change the SLA for the warranty ticket to normal (4 days) as this impacts a lot on the ticket closure. Right now it is 7 days which is not ideal when we have a pile of tickets in warranty. 

2. We should also start adding the return tracking number in the zendesk notes so that we can cross-check them frequently to determine if the customer has sent the product back. (If they have 
returned the product back then we would have a progress on the tracking). This way we would not have to wait for the customer to tell us whether he has sent the defective unit back. 

3. We will continue to close tickets (if customer received products) for accessories like cable, earpads or for the countries where return label is not required. 

4. It would be great if we can have a tracking number for each RMA where the replacement is shipped. This would help us with closure faster. 

Regards, 
Pritish Nandi