Subject: RE: Warranty escalations
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: ashish <[email-masked]>, Arjun Hurry <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Fri, 26 Jun 2020 13:47:10 +0000

Hi Pritish,

Thanks for your feedback. I will provide further guidance to the team.

From: Pritish Nandi <[email-masked]>
Sent: 26. juni 2020 14:44
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: ashish <[email-masked]>; Arjun Hurry <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>
Subject: Re: Warranty escalations

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Hi Heta,

This is understood. Has quite a few. Couple of observation which are quite common are listed below.

1. The do not select the resolution field.
2. Not selecting transfer to customer service and the date.

Will update if you further on the errors and the missing information.

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Ashish Dabral" <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>, "Arjun Hurry" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>
Sent: Friday, June 26, 2020 2:26:59 PM
Subject: Warranty escalations

Hi all,

When you have tickets with missing information from customer service, please collect the queries once per day and send to me on the table below specifying what information is needed.

Zendesk ticket number
Replacement order number (if available)
Country
Missing information
80637
SDE000006264
Germany
Tracking number for replacement needed

Please also flag to me, if agents have made mistakes when submitting the warranty requests, i.e. Zendesk fields not filled in, incorrect article number, wrong address etc. Then use this format for reporting.

Zendesk ticket number
Agent
Error

Thank you for your co-operation!

Best regards,

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

Sennheiser Communications A/S · Industriparken 27 · DK-2750 Ballerup · Denmark

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