Subject: Re: Japan Support Crisis
From: Pritish Nandi <[email-masked]>
To: yuko hughes <[email-masked]>, Akihiko Yamamoto <[email-masked]>
Date: Tue, 28 Jul 2020 23:39:18 -0700 (MST)

FYI 

From: "AFIG" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Tuesday, July 28, 2020 4:43:45 PM 
Subject: FW: Japan Support Crisis 

FYI 

Andrés Figueroa 
Head of Global Support & Service 

EPOS 

From: James Tio (JMTI) <[email-masked]> 
Sent: 28. juli 2020 11:02 
To: Andrés Figueroa (AFIG) <[email-masked]> 
Subject: Re: Japan Support Crisis 

Hi, 

Where is the new Japanese agent based and who is she or he? 

We are still having urgent open issues unresolved for 18 days as reported below. 

Thank you. 

Warm regards, 

James Tio 

Regional Sales Director, APAC 

EPOS GAMING 

EPOS AUDIO 

23A Serangoon North Ave 5, #04-08, 

K&S Corporate HQ · Singapore 554369 

From: Andrés Figueroa (AFIG) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, 28 July 2020, 5:00 pm 
To: James Tio (JMTI) 
Subject: RE: Japan Support Crisis 

We already have one for the last two weeks. (Japanese) 

Andrés Figueroa 
Head of Global Support & Service 

EPOS 

From: James Tio (JMTI) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: 28. juli 2020 10:59 
To: Andrés Figueroa (AFIG) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: Fwd: Japan Support Crisis 

Hi Andres, 

Whats the update on replacing the Japanese agents who left? 

I understand that the agent in Indian Call Center may be over stretched and slow as he is covering other markets, duties. 

Its seems that our service level for Japan is still very weak and slow on responses, retailers are now complaining to us again as end users are going back to thrash them. 

Users are also call Sennheiser Japan who are also calling Yoshi. 

Thank you. 

Warm regards, 
James Tio 
Regional Sales Director, APAC 
EPOS GAMING 

EPOS AUDIO 
23A Serangoon North Ave 5, #04-08, 
K&S Corporate HQ · Singapore 554369 

From: Yoshiyuki Monobe (YOMO) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Tuesday, 28 July 2020, 4:55 pm 
To: Matthew Broadley (MAEY) 
Cc: James Tio (JMTI) 
Subject: Japan Support Crisis 

Matthew-san 

As James-san suggested, Japan team had a call regarding to Global support for Japan with Akihiko Yamamoto-san & Pritish Nandi-san on July 10 th , and I asked action items to follow up Yamamoto-san a week later as shown below Japanese email as of July 17 th . Since then, there is no update – it takes 18 days. 

In addition, you received from SE Japan Sasaki-san separate emails on July 22 nd that end users are complaining about EPOS support to SENNHEISER. I got a call from Sasaki-san as well. Also, some are complaining to retailers, thus buyers called so far 2 times today ( No response from EPOS support). It is already about 5 months for retailers that EPOS is having poor customer support, thus they said that they can stand. It impacts on sales activity due to time consuming & reputation. 

Your prompt action is highly appreciated. 

Best Regards 

Yoshi 

From: Yoshiyuki Monobe (YOMO) < [ mailto:[email-masked] | [email-masked] ] > 
Sent: Friday, July 17, 2020 9:16 PM 
To: akihiko.yamamoto < [ mailto:[email-masked] | [email-masked] ] > 
Cc: Yoshiyuki Monobe (YOMO) < [ mailto:[email-masked] | [email-masked] ] >; Kensuke Kamata (KKKA) < [ mailto:[email-masked] | [email-masked] ] >; Naoko Matsumoto (NKMT) < [ mailto:[email-masked] | [email-masked] ] > 
Subject: 現在の状況について 

山本様 

いつもお世話になっております。 

EPOSの物部です。 

先日のAction Itemについての進捗状況はいかがでしょうか。 

どうぞよろしくお願い致します。 

1. Letter の送付を Canon 様 と鎌田さん 

2. 自動メールやサポートサイトの日本語適正化 → 修正中。 本日が予定日です。 

3. GSP 500のPOキャンセル。フォローアップはどうなっているのか？ 

1. 今後のサポート体制の状況はいかがでしょうか。 

1. 大阪への送料問題については？（コミュニケーションと対応について） 
例1： 実際に問題として発生しました が、 エンドユーザー様は弊社持ち（着払い）を希望 。どうするのか → Andresさんの回答待ち 
例２： 不要品は破棄か返品 → Andresに確認。 

1. レシート有無などの確認はどこで行っているのか？ → お客様とのトラブルシューティングをして行って、確認してから送る 。 
例：松本さんが送付した例もあるので、今後どうするのか？ 

2. 故障品等の検証は行うのか？ → Andresと確認。 

3. 大阪 → 東京に場所を置けないのか？ 

4. CSとの連携 

Ø エンドユーザー様への配達について（常に香港から？あるいは大阪から送れないのか？）→ Andresさんにも伝えている 

5. 代理店（Canon/Jade）との連携はどうしていくのか？ → 解決する方向 

	

どうぞよろしくお願い致します。 

物部慶幸 
090-8102-2595 
日本セールスヘッド 

	

〒212-0013 神奈川県川崎市幸区堀川町580番地ソリッドスクエア西館16階 

	

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