Subject: RE: Warranty Procedure - Changes
From: "Sara Aknooni (SRAK)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Andrés Figueroa (AFIG) <[email-masked]>, "Heta Nyrhinen (HNYR)" <[email-masked]>
Date: Thu, 9 Jul 2020 07:35:51 +0000

Hi Pritish,

Thank you for your comments.
I will take it with Andres and get back to you today.

From: Pritish Nandi <[email-masked]>
Sent: Thursday, July 9, 2020 9:33 AM
To: Sara Aknooni (SRAK) <[email-masked]>
Cc: Andrés Figueroa (AFIG) <[email-masked]>; Heta Nyrhinen (HNYR) <[email-masked]>
Subject: Warranty Procedure - Changes

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Hi Sara,

Thank you for your time on call.

As discussed, here are my suggestions which would help bring down the warranty tickets.

1. We should change the SLA for the warranty ticket to normal (4 days) as this impacts a lot on the ticket closure. Right now it is 7 days which is not ideal when we have a pile of tickets in warranty.

2. We should also start adding the return tracking number in the zendesk notes so that we can cross-check them frequently to determine if the customer has sent the product back. (If they have
returned the product back then we would have a progress on the tracking). This way we would not have to wait for the customer to tell us whether he has sent the defective unit back.

3. We will continue to close tickets (if customer received products) for accessories like cable, earpads or for the countries where return label is not required.

4. It would be great if we can have a tracking number for each RMA where the replacement is shipped. This would help us with closure faster.

Regards,
Pritish Nandi