Subject: Warranty Claims
From: Humair Jawaid <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: Escalations Dxbteam <[email-masked]>, "[email-masked]" <[email-masked]>
Date: Mon, 15 Apr 2019 06:25:40 +0000

Hello Team,

Should you come across a customer who purchased an item offline/online and wants to know how to claim a warranty then you should do the following:

  *   Get customer full contact details.
  *   Purchase details (.i.e. Date of purchase/location/item number/name).
  *   Issue with the product.

Once you have the requested information then you need to follow the steps below:

  1.  Inform the customer that you have forwarded the request to the relevant department and will get back within 48 working hours.
  2.  Immediately escalate the concern to the relevant concept (.i.e. BabyShop or Life Style) with the information we already accumulated from the customer.
  3.  Once the concept reverts with a solution then update the customer accordingly.
  4.  If Concept has not reverted within the SLA when reach out to Escalations Dxbteam [email-masked]<mailto:[email-masked]>

Note: We do not have the warranty information on hand, so we are never to message out to a customer that we are not aware of such information. Therefore, reaching out to the concept to get the most accurate information related to the item in question is the best route.

Humair Jawaid
WEB TEAM - Landmark Group Ext. 2091

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