Subject: Re: [ Ticket: 39158 ] Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED
From: <[email-masked]>
To: <[email-masked]>, <[email-masked]>
Cc: <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>, <[email-masked]>
Date: Mon, 27 Jul 2020 08:40:17 +0000 (UTC)
List-Id: <ccteam.mumzworld.com>

Hello Team,

There are lot of emails and tickets pending for this one claim only.

Customer cannot change seat cover themselves. I will send a complete new Priam seat fashion edition for this claim because if customer is unable to change, it will cost me too much money for transportation through UPS.

I need below information only. If anyone of you have,please provide and lets close this long thread of emails.

1. Address of Distri/retailer in Dubai where Priam Lux seat needs to be sent.

Nobody have to pay any fees/tax. End customer ideally should collect from retailer place or retailer should forward to end customer's home. Please let me know if it has to be shipped directly to customer (it is risky as sometimes product get return to us with additional cost).

I will wait for a final update on this.

Thanks and warm Regards,

Vipul

From: [email-masked]
Sent: July 27 10:23:16
To:[email-masked]
CC: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Subject: Re: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Caution! External E-mail 注意! 外部邮件

Hi Simone,

is there any fee the customer needs to be aware of or will it be given for free?

Please advise. Thank you

Warm Regards,

Mary Anne Agapito
Customer Care Representative
p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

On Sun, Jul 26, 2020 at 5:54 PM Mary Anne Agapito <[email-masked]> wrote:

Hi Simone,

So it means, the customer will be replacing it manually from her end? The seat cover will just be sent to her.

Did I understand that correctly?

Warm Regards,

Mary Anne Agapito
Customer Care Representative
p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

On Sun, Jul 26, 2020 at 4:09 PM Simone van Geemen <[email-masked]> wrote:

Hi Mary Anne,

Again this is an international vendor so I’m not sure we can give the defect item back?

@Vipul Sethi customer confirmed to be able to replace the seat cover herself if the new seat frame is send to her.

You can coordinate with the team here for the arrangement of this @Alina @Mary Anne.

Regards,

From: Mary Anne Agapito <[email-masked]>
Sent: Sunday, July 26, 2020 11:56 AM
To: Simone van Geemen <[email-masked]>; Osmat El Mourad <[email-masked]>
Cc: Alina D'Souza <[email-masked]>; Vipul Sethi <[email-masked]>; Sonja Strittmatter <[email-masked]>; Hyacinth Joyce <[email-masked]>; Aftersales Export CYBEX <[email-masked]>; Carolin Wehrfritz <[email-masked]>; Yaseen Shaqra <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>; lastmile <[email-masked]>
Subject: Re: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Hi Simone and Osmat,

The customer called in and agreed to replace the seat frame with a new one.

@Alina D'Souza @Returns.fc  - please create the CRA to collect the item. Once received please hand it over to our vendor to process the replacement.

Thank you

Warm Regards,

Mary Anne Agapito
Customer Care Representative
p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

On Thu, Jul 23, 2020 at 4:24 PM Simone van Geemen <[email-masked]> wrote:

Well noted! Once you know more do let us know to arrange next steps.

Regards,

From: Mary Anne Agapito <[email-masked]>
Sent: Thursday, July 23, 2020 3:40 PM
To: Simone van Geemen <[email-masked]>; Osmat El Mourad <[email-masked]>
Cc: Alina D'Souza <[email-masked]>; Vipul Sethi <[email-masked]>; Sonja Strittmatter <[email-masked]>; Hyacinth Joyce <[email-masked]>; Aftersales Export CYBEX <[email-masked]>; Carolin Wehrfritz <[email-masked]>; Yaseen Shaqra <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: Re: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Hi Simone and Osmat,

Based on the email thread, we have informed the customer that a new Priam Lux seat frame will be given but the old seat cover needs to be removed.

As per the customer, she will think about it and update us.

@Alina D'Souza  - once the customer replied, please do the needful.

Thank you

Warm Regards,

Mary Anne Agapito
Customer Care Representative
p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

On Wed, Jul 22, 2020 at 3:58 PM Simone van Geemen <[email-masked]> wrote:

Hi Osmat,

Vipul has explained this over mail – have shared the same with our After Sales contact @Alina and am waiting for her input to proceed.

Regards,

From: Osmat El Mourad <[email-masked]>
Sent: Wednesday, July 22, 2020 12:58 PM
To: Simone van Geemen <[email-masked]>; Alina D'Souza <[email-masked]>; Vipul Sethi <[email-masked]>; Sonja Strittmatter <[email-masked]>
Cc: Hyacinth Joyce <[email-masked]>; Aftersales Export CYBEX <[email-masked]>; Carolin Wehrfritz <[email-masked]>; Yaseen Shaqra <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: RE: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Hi @Vipul Sethi / @Sonja Strittmatter,

Can you please come back to Simone with an answer.

Thank you,

Osmat

From: Simone van Geemen <[email-masked]>
Sent: Tuesday, July 21, 2020 11:15 AM
To: Alina D'Souza <[email-masked]>; Osmat El Mourad <[email-masked]>; Vipul Sethi <[email-masked]>
Cc: Hyacinth Joyce <[email-masked]>; Aftersales Export CYBEX <[email-masked]>; Carolin Wehrfritz <[email-masked]>; Yaseen Shaqra <[email-masked]>; Sonja Strittmatter <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: RE: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Caution! External E-mail 注意! 外部邮件

Hi Alina,

See attached response from the Cybex team.

@Osmat El Mourad @Vipul Sethi I’m centralizing the conversation in this trail.

Can you elaborate what you mean with: “I can send new seat frames with golden button to Dubai if they will provide me with address and confirmation that they can replace seat cover and footrest mesh themselves." Do you mean a new Seat frame? And what is meant with Seat cover and footrest? We don’t hold any spare parts here so I believe this won’t be possible.

Kind regards,

From: Alina D'Souza <[email-masked]>
Sent: Tuesday, July 21, 2020 1:12 PM
To: Osmat El Mourad <[email-masked]>
Cc: Simone van Geemen <[email-masked]>; Hyacinth Joyce <[email-masked]>; Aftersales Export CYBEX <[email-masked]>; Carolin Wehrfritz <[email-masked]>; Vipul Sethi <[email-masked]>; Yaseen Shaqra <[email-masked]>; Sonja Strittmatter <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: Re: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Hi Team,

Please advise asap customer is upset

Regards,

Alina

On Mon, Jul 20, 2020 at 12:41 PM Osmat El Mourad <[email-masked]> wrote:

Hi Simone,

Thank you for your below email, our team will come back to you ASAP.

Hi Carolin / Hi Vipul,

Please let us know what will be the needed information’s and if an discount can be given to our customer to solve this issue.

Thank you,

Osmat

From: Simone van Geemen <[email-masked]>
Sent: Monday, July 20, 2020 7:32 AM
To: Hyacinth Joyce <[email-masked]>; Osmat El Mourad <[email-masked]>
Cc: Alina D'Souza <[email-masked]>; Yaseen Shaqra <[email-masked]>; Aftersales Export CYBEX <[email-masked]>; Sonja Strittmatter <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: RE: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Caution! External E-mail 注意! 外部邮件

Hi Joyce,

Thanks for the update.

@Osmat we have an after sales issue that we could solve with providing a discount on the defect item. Could you let me know what your support could be so we can provide the customer with an offer? The item in question is: Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly.

Kind regards,

From: Hyacinth Joyce <[email-masked]>
Sent: Sunday, July 19, 2020 1:55 PM
To: Simone van Geemen <[email-masked]>
Cc: Alina D'Souza <[email-masked]>; Yaseen Shaqra <[email-masked]>; [email-masked]; Sonja Strittmatter <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: Re: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Hi Simone,

We have spoken with the customer, she is willing to keep the item provided she is asking for compensation because it has a defective part.

Kindly advise if that is possible.

Otherwise, she will return and wants to have a full refund.

Thank you.

Best Regards,

Joyce Alvarado

Customer Care Representative

p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com
a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE

On Thu, 16 Jul 2020 at 17:19, Simone van Geemen <[email-masked]> wrote:

Hi Alina,

I just received attached from Cybex aftersales team.

Can you take this further pls?

Thanks,

From: Alina D'Souza <[email-masked]>
Sent: Thursday, July 16, 2020 5:17 PM
To: Yaseen Shaqra <[email-masked]>
Cc: Sonja Strittmatter <[email-masked]>; Simone van Geemen <[email-masked]>; Laura Thomson <[email-masked]>; Mohamed Magdy <[email-masked]>; Denmark A <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: Re: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Any update on this?

Regards,

Alina

On Tue, Jul 14, 2020 at 6:47 PM Yaseen Shaqra <[email-masked]> wrote:

Hi Sonja,

Please update us urgently, the customer wants an update by tomorrow

On Tue, Jul 14, 2020 at 10:02 AM Mohamed Magdy <[email-masked]> wrote:

Hello Sonja,

Any update here please?

Thanks

On Mon, Jul 13, 2020 at 7:42 PM Sonja Strittmatter <[email-masked]> wrote:

Dear Simone,

I will check the situation with our colleagues from aftersales service and will get back to you soonest possible with more information.

Best Regards

Sonja

Von: Simone van Geemen <[email-masked]>
Gesendet: Sonntag, 12. Juli 2020 16:13
An: Laura Thomson <[email-masked]>; Denmark A <[email-masked]>; Mohamed Magdy <[email-masked]>; Alina D'Souza <[email-masked]>; Sonja Strittmatter <[email-masked]>
Cc: customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Betreff: RE: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Caution! External E-mail 注意! 外部邮件

Hi Laura,

Thanks for looping me in.

@Denmark @Alina for Cybex related inquiries you can contact me directly, as per Netsuite my name is attached to this vendor / brand.

I’m looping in the vendor so we can follow the process of after sales inquiries. @Sonja Hi Sonja, we have a customer claim for after sales on the Cybex Priam Seat Lux – Limited Edition Butterfly. Could you have a look at the inquiry below and advice? Many thanks!

Push buttons on the side of the leg support were not attached and came off and are loose when I'm trying to attach them. Images below:

Regards,

From: Laura Thomson <[email-masked]>
Sent: Sunday, July 12, 2020 6:03 PM
To: Denmark A <[email-masked]>; Mohamed Magdy <[email-masked]>; Elena Skryabina <[email-masked]>; Simone van Geemen <[email-masked]>
Cc: Alina D'Souza <[email-masked]>; Jeno Serenio <[email-masked]>; Mylyn Vega <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: RE: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

Looping @Simone van Geemen

From: Denmark A <[email-masked]>
Sent: Sunday, July 12, 2020 4:41 PM
To: Mohamed Magdy <[email-masked]>; Elena Skryabina <[email-masked]>; Laura Thomson <[email-masked]>
Cc: Alina D'Souza <[email-masked]>; Jeno Serenio <[email-masked]>; Mylyn Vega <[email-masked]>; customer care <[email-masked]>; Returns.fc <[email-masked]>; Samran Iftikhar <[email-masked]>
Subject: Re: Order #600912287 // Sku :MD-516211015 // Name :Cybex - Priam Seat Lux (ONLY) Limited Edition - Butterfly // DAMAGED

+Elena Skryabina +Laura Thomson Please assist.

Regards,

Den mark

On Sun, Jul 12, 2020 at 4:38 PM Mohamed Magdy <[email-masked]> wrote:

Please we need to check who is the assigned BD for Cybex?

Thanks

On Sun, Jul 12, 2020 at 4:33 PM Alina D'Souza <[email-masked]> wrote:

Hi Denmark,

What do advise the customer.  Customer order delivered 2 nd July should we collect the entire item?

Regards,

Alina

On Thu, Jul 9, 2020 at 2:08 PM Denmark A <[email-masked]> wrote:

@Alina D'Souza Please assist mapyr vendor no longer handling cybex please refer to the link below.

https://cybex-online.com/en-us/contact

Regards,

Den mark

On Thu, Jul 9, 2020 at 12:43 PM Alina D'Souza <[email-masked]> wrote:

Hi Team,

Any update on this?

Regards,

Alina

On Wed, Jul 8, 2020 at 1:22 PM Alina D'Souza <[email-masked]> wrote:

Hi Team,

Customer wants to keep the stroller only wants the replace these buttons to the ones which won't fall off.

Regards,

Alina

On Wed, Jul 8, 2020 at 11:40 AM Denmark A <[email-masked]> wrote:

Dear Vendor,

Please see the below customer complaint and allow us to send the item back to you for your further evaluation.

Also find the sales invoice for your reference.

Return Reason:doesnt_work_or_defective
Comments :pushbuttons on the side of the leg support were not attached and came off and are loose when i'm trying to attach them

We appreciate your support in this matter, Thank you.

Regards,

Den mark

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Best Regards,

Yaseen Shaqra

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

Disclaimer: This message (including attachments, if any) is confidential and may be privileged. If you have received this message by mistake, please notify the sender by return e-mail and delete this message (including attachments, if any). Any unauthorized use or dissemination of this message in whole or in part is strictly prohibited. E-mail may contain viruses. Before opening attachments, please check them for viruses and defects. While our company has safeguards in place to minimize the risks, we will not be responsible for any viruses or defects in emails or their attachments emanating from either within or outside our company. We reserve the right to monitor and review the content of all messages sent to or from this e-mail address. Messages sent to or from this e-mail address may be retained by the company.

Disclaimer: This message (including attachments, if any) is confidential and may be privileged. If you have received this message by mistake, please notify the sender by return e-mail and delete this message (including attachments, if any). Any unauthorized use or dissemination of this message in whole or in part is strictly prohibited. E-mail may contain viruses. Before opening attachments, please check them for viruses and defects. While our company has safeguards in place to minimize the risks, we will not be responsible for any viruses or defects in emails or their attachments emanating from either within or outside our company. We reserve the right to monitor and review the content of all messages sent to or from this e-mail address. Messages sent to or from this e-mail address may be retained by the company.

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