Subject: Re: RMA process
From: Pravesh Singh <[email-masked]>
To: Arjun Hurry <[email-masked]>
Cc: saurabh <[email-masked]>, deeksha <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Mon, 22 Aug 2022 16:31:11 -0700 (MST)

Hi AJ, 

Thank you for your time today. Please escalate your tickets to the pre-approval queue along with your suggestions. We will review those tickets together. And, please start adding the contact details for the US team. 

Here are a few key factors that you need to remember when working on pre-approval queue. 

1. Issue with the replacement unit - will be escalated to L2 after basic troubleshooting. 
2. For the known issues like GTW not pairing, H3 Pro Hybrid unresponsive, mic boom arm opening, torn earpads, etc. We don't need to complete all the troubleshooting, we can do basic checks, and then we are good to proceed with RMA. 
3. For the enterprise, we can collect the RMA details, but RMA will be approved for L2. 
4. Requestor details should match with the details available on the invoice. 
5. On SC 600 series have three years of warranty; the rest others have two. 
6. We will not decline any warranty request. L2 notes should be there. However, we can inform the user and update the requesters response in the ticket. 
7. Please help Karan to understand the process and improve the productivility along with the quality. 
8. Share some of your call recordings with him to listen. 
9. Any issues with the Gaming headsets purchased within the last 30 days should be redirected to the reseller. Only we will replace the GTW if it's not pairing. 
10. Global-e-orders will be escalated to the webstore to process the replacement. 
11. If the customer refuses to follow the T/S, please check with L2 once before pushing back. 
12. Any GDPR breach should be reported to Saurabh sir and Pritish immediately. 
13. Any GDPR query where customer asks to delete any information, assign the ticket to Heta, ping her and Pritish on personnel chat. 
14. Do not add any routed numbers to any customer profile. 
15. Always create a dummy ticket to close the ticket where the phone number isn't confirmed. 
16. Any L2 ticket where the customer is following up for an update, ping the L2 agent on Teams Enterprise channel. 
17. Enterprise tickets - when asking for RMA details, please check if it's a key account or country partner. 
18. We will not redirect any enterprise customers to the reseller for a replacement. 
19. For APAC region (apart from India) - RMA process is replacement only. And - for EMEA and US it will be SLTR. 
20. Do not escalate any ticket directly to any L2 agent. For enterprise escalate to EPOS L2 group and gaming tickets to Gaming Escalation. 
21. Always collect the serial number if it's physical damage before escalating to L2. 

Please let me know if you have any questions or need any further clarification. 

Best regards, 
Pravesh Singh 

From: "Arjun Hurry" <[email-masked]> 
To: "Pravesh Singh" <[email-masked]> 
Sent: Tuesday, August 23, 2022 4:20:01 AM 
Subject: RMA process 

Hi Pravesh, 

As discussed, we'll continue to review my RMA escalations this week together, along with my recommendations. 

Best Regards, 
AJ