Subject: Fwd: Suspicious warranty requests received
From: Pritish Nandi <[email-masked]>
To: Akihiko Yamamoto <[email-masked]>, Antonio Iunco <[email-masked]>, ANUPAM TIWARI <[email-masked]>, Arjun Hurry <[email-masked]>, DIPANSHU SHARMA <[email-masked]>, "GRACE ODETTE. BOUSSI" <[email-masked]>, Ismail Lsm <[email-masked]>, Jiaojia Chen <[email-masked]>, "TEODORA KARIN. GLIGOR" <[email-masked]>, Marika Fujita <[email-masked]>, "Md Modassir Hassan" <[email-masked]>, "Mpiana Ntambwe. Josue" <[email-masked]>, "Norbert Michael . Reisenauer" <norbert
Cc: deeksha <[email-masked]>
Date: Fri, 26 Feb 2021 05:21:24 -0700 (MST)

This is to be followed without errors. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Innocent Bohui, INBO" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "Christopher Kurek, CKUR" <[email-masked]>, "Muhammad Ali, MUAI" <[email-masked]>, "Matthew Broadley, MAEY" <[email-masked]>, "Temistocles Valdes, TEVL" <[email-masked]>, "Morris Frost, MOFT" <[email-masked]>, "Vamsy Maddipati, VAMM" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Friday, February 26, 2021 4:41:01 PM 
Subject: RE: Suspicious warranty requests received 

Hi everyone, 

As informed yesterday we’ve had some scam warranty requests and as a result we’ve decided to go over to the SLTR process as default for end customers that are unknown to us. This is to be implemented with immediate effect. 

You will still process SNOW for resellers and corporate customers, but anyone with no history with us and a free or unknown email domains (for example gmail.com, outlook.com etc.) will go through the SLTR process. Please be vigilant when approving RMAs. 

SLTR means that the faulty product has to be returned to Arvato before we release the replacement order. 

For gathering the RMA information, you can use this macro: Templates::Email::Gather info for RMA – SLTR. And of course you won’t send them the SNOW confirmation email. The warranty team will make the return labels for the customers. 

This is primarily for Europe and US and in APAC we will continue as normal. Only if you see something suspicious in APAC, please flag it to me. 

Please acknowledge that you have read and understood this and let me know, if you have any questions. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

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

[ http://www.eposaudio.com/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: Heta Nyrhinen (HNYR) 
Sent: 25. februar 2021 15:58 
To: Innocent Bohui (INBO) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Christopher Kurek (CKUR) <[email-masked]>; Muhammad Ali (MUAI) <[email-masked]>; Matthew Broadley (MAEY) <[email-masked]>; Temistocles Valdes (TEVL) <[email-masked]>; Morris Frost (MOFT) <[email-masked]>; Vamsy Maddipati (VAMM) <[email-masked]>; Pritish Nandi <[email-masked]> 
Cc: Sara Aknooni (SRAK) <[email-masked]> 
Subject: Suspicious warranty requests received 
Importance: High 

Hi everyone, 

We’ve received some suspicious warranty replacement requests, so I would like you to be extra vigilant with any replacement requests you receive. These came by chat and by warranty webform so far and they were all similar: 

    * Customer bought the product very recently and it’s fully dead or one of the main functions (like sound) is not working. 
    * Customer is reluctant to be called. 
    * Customer is reluctant to send a photo of the product. 
    * Proof of purchase looks odd: typos in product names, customer name edited. 
    * Several tickets received with the same product and issue, but different customer email and name. 

Please flag any suspicious requests to me and ask customers to return the faulty product first for inspection so that we can check the warranty. Do not process SNOW for such requests. Remember that we do not confirm anywhere that a replacement is SNOW, we reserve the right to inspect the product first. 

[ mailto:[email-masked] | @Pritish Nandi ] Please inform all LSM agents about this. 

Best regards​​ 

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

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

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

	

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