Subject: Re: Need to be flagged
From: Rosette Modiri <[email-masked]>
To: Nazmul Haque <[email-masked]>
Date: Wed, 11 Mar 2020 11:49:23 -0700 (MST)

Please read this update we sent last time regarding Brandsmart customers, and show me the email before sending to customers. 
Please note these very important updates in policy pertaining to BRANDSMART customers: 

Until further notice, we're going to treat Brandsmart customers as VIPs. If there is any dissatisfaction/push back at all for paying return shipping (past 30 days), we will offer up a prepaid RSL. Same with exterior replacement parts (handles, fenders, etc.) within reasonable terms (not physical damage.) Please use your best judgment overall. If you are unable to determine this, please check with me or a supervisor. 
**For Brandsmart's SWAGGER 2 PLUS customers, we are NOT going to suggest that they return the item for Refund. We will offer another comparable model as their replacement option, such as the Swagger 1 or 3. If the customer insists on receiving the same model back or if they simply decline our other offers, we can then proceed with a Swagger 2 Plus replacement. 
The warranty for this model is 90 days, however, Brandsmart's website is currently showing the warranty as one year. We will honor the one year warranty for these customers for now. Mike is working on getting the site info corrected. Once corrected, we will start to enforce 90D warranty. However, if a customer mentions that the site had read 1Y before, we will explain that as an error, and proceed to honor 1Y warranty as courtesy. 

Remember, OUR GOAL IS TO ALWAYS PROVIDE A SOLUTION TO THE CUSTOMER! 

From: "Nazmul Haque" <[email-masked]> 
To: "Rosette Modiri" <[email-masked]> 
Sent: Wednesday, 11 March, 2020 23:25:17 
Subject: Need to be flagged 

Hi Rosette, 

The customer has purchased Swagger 2 plus from Brandsmart. I had sent the swagger 2 plus template and now customer is saying that brandsmart told him to contact with us to make a return authorization and their return policy is for 30 days. Please look into it and let me know. 

Case: CASE1447345 

Regards, 

Nazmul.