Subject: Re: SO# 600848037 - HA-687024
From: Yaseen Shaqra <[email-masked]>
To: Liza Nocete <[email-masked]>
Cc: Bernadette Villahermosa <[email-masked]>, customer care <[email-masked]>, Jeremie Jizmundo <[email-masked]>, Babico Trading <[email-masked]>, Jenerose Colipano <[email-masked]>, "Alina D'Souza" <[email-masked]>, Mark Jayson Canaria <[email-masked]>, Laura Thomson <[email-masked]>, Kia <[email-masked]>
Date: Mon, 29 Jun 2020 09:48:08 +0400
List-Id: <ccteam.mumzworld.com>

Hi Liza,

Hope you are well

Kindly note that we are following up with the customer for the
collection of the product, the collection was rearranged for today

I will keep you posted once the product is collected

On Sat, Jun 27, 2020 at 3:57 PM Liza Nocete <[email-masked]> wrote:

> Dear Yaseen,
>
>
>
> Didn’t receive this return.
>
> May I know why it’s taking so long?
>
>
>
>
>
> Regards,
>
> Liza
>
>
>
> *From:* Liza Nocete
> *Sent:* 17 June, 2020 3:02 PM
> *To:* Bernadette Villahermosa <[email-masked]>; Yaseen Shaqra <
> [email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Alina D'Souza <[email-masked]>;
> Mark Jayson Canaria <[email-masked]>; Laura Thomson <
> [email-masked]>; Kia <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Dear Yaseen,
>
>
>
> Nice speaking with you!
>
> The customer, Ms. Erran called us directly to settle this issue.
>
> She wants to return the Metal Glider and we will not give a replacement.
>
> Kindly arrange to have this item collected as soon as possible and return
> to us in good condition w/ box.
>
>
>
> Good news is she will use the credit to still buy Hauck items from you.
> Still a good thing we didn’t lost a Hauck customer.
>
>
>
> I hope this is settled and thank you for the usual support.
>
>
>
>
>
> Regards,
>
> Liza
>
>
>
>
>
> *From:* Bernadette Villahermosa <[email-masked]>
> *Sent:* 17 June, 2020 9:15 AM
> *To:* Yaseen Shaqra <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Mark Jayson Canaria <[email-masked]>;
> Laura Thomson <[email-masked]>; Kia <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Yaseen,
>
>
>
> As discussed over the phone, it’s impossible to do the inspection from the
> customer’s house as we are not dealing with the end consumer. Either you
> pick the item from her and bring it back to our warehouse for our further
> investigation and once defective, we will give the replacement or you can
> collect the replacement and send it to  the customer at the same time
> collect the suspected damaged item and bring back the item to us in good
> condition.
>
>
>
> Regards,
>
> Bernadette
>
>
>
> *From:* Yaseen Shaqra <[email-masked]>
> *Sent:* Tuesday, June 16, 2020 5:14 PM
> *To:* Bernadette Villahermosa <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Mark Jayson Canaria <[email-masked]>;
> Laura Thomson <[email-masked]>; Kia <[email-masked]>
> *Subject:* Re: SO# 600848037 - HA-687024
>
>
>
> Hi Bernadette,
>
>
>
> Hope you are doing well
>
>
>
> Please note that I have informed the customer about the return of the
> product, but due to the current situation the customer wants the inspection
> to be done from her house because if the item is collected she will not
> accept the same product to be returned back to her
>
>
>
> On Tue, Jun 16, 2020 at 10:08 AM Laura Thomson <[email-masked]>
> wrote:
>
> Hi Bernadette
>
>
>
> Thanks for the prompt response and understanding esp. when we deal with
> new parents as customers.
>
>
>
> @Yaseen Shaqra <[email-masked]> can you please arrange to have
> the item picked up returned to Babico for inspection to see what can be
> done.
>
>
>
> Thanks,
>
> Laura
>
>
>
> *From:* Bernadette Villahermosa <[email-masked]>
> *Sent:* Tuesday, June 16, 2020 9:42 AM
> *To:* Laura Thomson <[email-masked]>; Yaseen Shaqra <
> [email-masked]>; Kia <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Mark Jayson Canaria <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Laura,
>
>
>
> Good morning!
>
> We’re on the same page-  your priority is also our priority and that is to
> keep our customers fully satisfied and happy as much as possible. We really
> take pride with Hauck products and it’s a rare instance that we receive a
> complaint specially about the metal glider. By carefully checking at the
> video and photos that the customer sent , we concluded that the item has no
> defects or problem. So for us to have a further investigation, we suggest
> you to return the item and once proven defective, we will replace it.
>
>
>
> Regards,
>
> Bernadette
>
>
>
>
>
> *From:* Laura Thomson <[email-masked]>
> *Sent:* Tuesday, June 16, 2020 9:04 AM
> *To:* Bernadette Villahermosa <[email-masked]>; Yaseen Shaqra <
> [email-masked]>; Kia <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Mark Jayson Canaria <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Bernadette and Babico Team,
>
>
>
> Would be great to understand if we have to come to a solution on the below
> case. As you know it is always our priority to keep our customers happy and
> in this case we have a customer who is extremely unhappy with the quality
> of Hauck products brought on Mumzworld.
>
>
>
> Let’s try to find a resolution for this case and keep this customer a
> Hauck customer in the process.
>
>
>
> Can we replace this item?
>
>
>
> Best
>
> Laura
>
>
>
> *From:* Bernadette Villahermosa <[email-masked]>
> *Sent:* Thursday, June 11, 2020 3:18 PM
> *To:* Yaseen Shaqra <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Laura Thomson <[email-masked]>; Mark
> Jayson Canaria <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Yaseen,
>
>
>
> Honestly, there’s nothing wrong with the item.
>
> If she’s complaining about the chair padding, that is only normal, it’s
> not really as foamy as she expected but comfy enough for relaxation.
>
> She said that it snaps back harshly but we didn’t see it in the video.
> Apologies but the problem that she complained about is not really clear.
>
>
>
> Regards,
>
> Bernadette
>
>
>
>
>
> *From:* Yaseen Shaqra <[email-masked]>
> *Sent:* Thursday, June 11, 2020 8:57 AM
> *To:* Bernadette Villahermosa <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>; Laura Thomson <[email-masked]>
> *Subject:* Re: SO# 600848037 - HA-687024
>
>
>
> Hi Team,
>
>
>
> Please find the attachment for the customer videos
>
> ** *IMG_3350.MOV*
> <https://drive.google.com/a/mumzworld.com/file/d/1VAa0c0mIXOtCgok2Wf3rlOcuijEhO-Y1/view?usp=drive_web>*[image:
> Image removed by sender.]*
>
> ** *IMG_3423.MOV*
> <https://drive.google.com/a/mumzworld.com/file/d/16oRlPK4MMhwx4eY9-Whp-mrZEpgoANCU/view?usp=drive_web>*[image:
> Image removed by sender.]*
>
> ** *IMG_3424.MOV*
> <https://drive.google.com/a/mumzworld.com/file/d/1mQVBVF8WsPPSmz0rommKkz1BbE7qkIav/view?usp=drive_web>*[image:
> Image removed by sender.]*
>
>
>
>
>
> On Wed, Jun 10, 2020 at 10:58 AM Bernadette Villahermosa <
> [email-masked]> wrote:
>
> Hi Yaseen,
>
>
>
> Good day!
>
> The customer might have mistaken the item. By looking at the picture, the
> item seems to be in good condition.
>
> Please see below comments:
>
>    - the chair padding has flattened – padding is in it’s normal
>    condition, not too think or too thin.
>
>
>    - the chair does tend to get stuck in the incline position and when
>    the customer sets again it snaps back quite harshly – The backrest can
>    be fully adjusted to the resting position and you just need to set the
>    locking mechanism (see the picture below)  to stay as it is otherwise
>    it will automatically go back once you stand or back to your normal sitting
>    posture.
>
>
>
> Sharing also the video link on how the metal glider really works:
> https://www.youtube.com/watch?v=V5ksSUCneok
>
> Is it possible to ask the customer for a video to see on how it tends to
> snap back?
>
>
>
>
>
>
>
>
>
> Regards,
>
> Bernadette
>
>
>
> *From:* Yaseen Shaqra <[email-masked]>
> *Sent:* Tuesday, June 09, 2020 5:57 PM
> *To:* Bernadette Villahermosa <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>; Alina
> D'Souza <[email-masked]>
> *Subject:* Re: SO# 600848037 - HA-687024
>
>
>
> Hi Bernadette,
>
>
>
> Please find the PO
>
>
>
> POMUMZ_DXB192610
>
>
>
> @Alina D'Souza <[email-masked]> Please arrange the collection at the
> soonest
>
>
>
> On Tue, Jun 9, 2020 at 4:30 PM Yaseen Shaqra <[email-masked]>
> wrote:
>
> Hi Jeremie,
>
>
>
> Please update us ASAP, the customer is following up again
>
>
>
> On Tue, Jun 9, 2020 at 12:02 PM Yaseen Shaqra <[email-masked]>
> wrote:
>
> @Jeremie Jizmundo <[email-masked]> Please share the PO with us
>
>
>
> On Tue, Jun 9, 2020 at 11:38 AM Bernadette Villahermosa <[email-masked]>
> wrote:
>
> Hi Yassen.
>
>
>
> Please give us the PO number.
>
>
>
> Regards,
>
> Bernadette
>
>
>
> *From:* Bernadette Villahermosa
> *Sent:* Monday, June 08, 2020 9:51 AM
> *To:* Yaseen Shaqra <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>; Babico Trading <[email-masked]>; Jenerose
> Colipano <[email-masked]>; Liza Nocete <[email-masked]>
> *Subject:* RE: SO# 600848037 - HA-687024
>
>
>
> Hi Yassen,
>
>
>
> Good day!
>
> Please send us also the PO number.
>
>
>
> Thank you,
>
> Bernadette
>
>
>
> *From:* Yaseen Shaqra <[email-masked]>
> *Sent:* Monday, June 08, 2020 9:21 AM
> *To:* Babico Trading <[email-masked]>; April Catral <[email-masked]>;
> Liza Nocete <[email-masked]>; Bernadette Villahermosa <[email-masked]>;
> Jenerose Colipano <[email-masked]>
> *Cc:* customer care <[email-masked]>; Jeremie Jizmundo <
> [email-masked]>
> *Subject:* SO# 600848037 - HA-687024
>
>
>
> Hi Team,
>
>
>
> Please note that the customer informed that the chair padding has flattened
>
> And the chair does tend to get stuck in the incline position and when the
> customer sets again it snaps back quite harshly
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
> *Error! Filename not specified.*
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>
>
>
>
> --
>
> Best Regards,
>
> *Yaseen Shaqra*
>
> Customer Care Representative
> p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
>  www.mumzworld.com
> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
> 500245, Dubai, UAE
>
>
>

-- 

Best Regards,

*Yaseen Shaqra*

Customer Care Representative
p:  +971 4 4339455│ e: [email-masked] <[email-masked]>  │ w:
www.mumzworld.com
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box
500245, Dubai, UAE