From: Pritish Nandi <[email-masked]>
To: yuko hughes <[email-masked]>
Date: Tue, 28 Jul 2020 23:35:08 -0700 (MST)

Hi Monobe San, 

Thank you for sparing some time to join the meeting today. It was a pleasure speaking with you. 

Please find below some actionable points we have discussed in this meeting: 

1. Regarding the attachment file, this case has not been completed 

    * Monobe san will share the email with Yama so that it could be reviewed and actioned. 

2. The Japanese language used for the knowledge base articles are not up to the mark in terms of language - 

    * Could you please let us know the article links or headers where you found the issue so that we can check and fix them ASAP. 

3. Japanese Support hours and holidays - 

    * Japanese Support is active and working hours are from Mon - Fri (9AM till 6PM Japan time) also, Japanese agents only have Japanese holidays. I have attached the Japan support slides for better visibility. 

4. When will other supporters join beside Yamamoto? 

    * A new agent Yuko Hughes joined from this Tuesday and will be live within the next 2 weeks. 

5. There was a big impact when Kinoshita left and thereafter Ono was taking care however there was a problem. So what are you planning for the future 

    * Once our trained members are on board the issue will not persist. Also, will check for an additional solution 

6. As we are aware the disposal costs of one headset is 200 yen. This will be taken care of at the Osaka office. Who is bearing the cost of these disposals? 

    * At this time the cost for the disposal of the defective unit is taken care of by Global Support 

7. Issues regarding the shipping charges to Osaka? Customer is requesting for cash on delivery 

    * We are checking with the right team on this and will get back to you as soon as we have more information. 

8. Where do we confirm proof of Purchase for RMA processing? 

    * We are only accepting purchase invoice as proof of purchase at this time 

9. What are the plans to co-operate with our Distributor (Jade/ Canon) 

    * We already have a process where they raise a support ticket with the headset which are at fault and we replace them under warranty. 

10. Regarding the shipment (Will it be always from Hongkong? Can't it be from Osaka?) 

    * This was already escalated by Kamata san and we are already in contact with the third party agency on this. 

11. Cooperation between Customer Service and EPOS Global Support 

    * We are already taking help from customer service in replacements. If required we can set up calls with customer service to improve this cooperation.