Subject: Re: Important warranty updates
From: Ashish Dabral <[email-masked]>
To: hnyr <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Mon, 18 Oct 2021 06:32:07 -0700 (MST)

Hello Heta, 

Thank you for the update. 

For ticket #178200 the field is mandatory. However, the ticket was solved by the customer. Now onwards, I will share a report with you where these information is not filled in. 

Regards, 
Ashish Dabral 

From: "hnyr" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Ashish Dabral" <[email-masked]>, "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Monday, October 18, 2021 6:51:44 PM 
Subject: RE: Important warranty updates 

Hi Pritish, 

Just FYI, most mistakes were made by the technical agents so please notify the whole team. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

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From: Pritish Nandi <[email-masked]> 
Sent: 18. oktober 2021 15:19 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Cc: Ashish Dabral <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]> 
Subject: Re: Important warranty updates 

		

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Hi Heta, 

Thank you for highlighting this. 

I will speak to the warranty team and get this sorted. 

Regards, 

Pritish 

From: "Heta Nyrhinen, HNYR" < [ mailto:[email-masked] | [email-masked] ] > 
To: "Pritish Nandi" < [ mailto:[email-masked] | [email-masked] ] >, "Ashish Dabral" < [ mailto:[email-masked] | [email-masked] ] > 
Cc: "Sara Aknooni, SRAK" < [ mailto:[email-masked] | [email-masked] ] >, "Josephine Veena Dorairaj, JVDO" < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Monday, October 18, 2021 6:45:51 PM 
Subject: RE: Important warranty updates 

Hi Pritish, 

The ”Delivered to customer field” and “Date of transfer” fields are still sometimes empty in solved warranty tickets. The ticket numbers are below for the issues I now detected and I have already fixed these ones. Please address them with the agents and emphasise the importance. 

As previously discussed, please monitor this daily that no warranty tickets are closed without filling in the ”Delivered to customer field” and “Date of transfer” fields. If the RMA is cancelled, the ticket should be changed to a support ticket and assigned back to the original agent in the correct group. 

[ mailto:[email-masked] | @Ashish Dabral ] Please check, why the ”Delivered to customer field” didn’t work as mandatory field in these cases and assist with a daily report for solved warranty tickets where this information is not filled in. 

”Delivered to customer field” not filled in: 

#178200 

“Date of transfer” missing: 

#176299 

#176056 

#174171 

#166347 

RMA cancelled, should be assigned to the original agent in the Gaming queue: 

#171284 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://eur01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.eposaudio.com%2Fen%2Fdk%2Fenterprise%2Faston-martin-f1%3Futm_source%3Dmailsignatur%26utm_medium%3Demail%26utm_campaign%3Dam_f1%26utm_content%3Dnn_en_email_aw&data=04%7C01%7Chnyr%40eposaudio.com%7C910717b1ac2e4fc6993708d99239dc6f%7C9bf8c7a8e00849a79e43ab76976c4bf8%7C0%7C0%7C637701599501260925%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C1000&sdata=ENy90gAahJ%2B%2FcHHEr%2BDO0arAr%2BOAeMWXXe6JLalZKM0%3D&reserved=0 ] 

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From: Heta Nyrhinen (HNYR) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 7. oktober 2021 11:11 
To: Pritish Nandi < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Ashish Dabral < [ mailto:[email-masked] | [email-masked] ] >; Sara Aknooni (SRAK) < [ mailto:[email-masked] | [email-masked] ] >; Josephine Veena Dorairaj (JVDO) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Important warranty updates 
Importance: High 

Hi Pritish, 

As discussed, please inform the warranty team and all agents about the importance of the “Date of Transfer” and “Delivered to customer” fields. 

We have to fill in the “Date of Transfer” for all warranty tickets when we send the Contact Customer Service macro. Please monitor that this is being done. You can create a view or report to check this daily. It is not possible to make this a mandatory field, as it would also impact all support tickets. 

The “Delivered to customer” field has to be filled in for all warranty cases, when the customer received the replacement. Ashish is changing this field to a mandatory field, but please also monitor, if there are any issues. 

If we don’t have a delivered to customer date, because the RMA is cancelled/not completed for any reason (customer not returning the faulty product for SLTR, customer contacted reseller for replacement etc.) change the ticket's Request type to "Support request" for Enterprise and untick the box "Is this a warranty" for Gaming and move the assignee back to the original group EPOS L1, EPOS L2, Gaming etc. as the ticket has not been completed as a warranty ticket. 

Please let me know, if you have any questions about this. 

	

Venlig hilsen / Best regards 

Heta Nyrhinen (HNYR) 
Project Manager, Global Support and Service 
+45 4470 0148 

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

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