Subject: RE: Designated RMA approvers
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Innocent Bohui (INBO)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>, "Morris Frost (MOFT)" <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Thu, 22 Apr 2021 14:04:10 +0000

Hi Pritish,

If you don’t know, if it would be RMA, you escalate to the L2 queue for technical review.

You can use the usual Transfer to Level 2 macro, but I can also make another one, if you think it’s needed.

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

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Pritish Nandi <[email-masked]>
Sent: 22. april 2021 15:47
To: Heta Nyrhinen (HNYR) <[email-masked]>
Cc: Innocent Bohui (INBO) <[email-masked]>; Josephine Veena Dorairaj (JVDO) <[email-masked]>; Matthew Broadley (MAEY) <[email-masked]>; Morris Frost (MOFT) <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]>
Subject: Re: Designated RMA approvers

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Hi Heta,

Thank you for sharing this.

A couple of questions:

1. There are a lot of times when we do not know if this would need a replacement but we get RMA approved from L2. Shall we still keep escalating them to L2?
2. Do we have any macro for this? That would be good.

Regards,
Pritish

________________________________
From: "Heta Nyrhinen, HNYR" <[email-masked]<mailto:[email-masked]>>
To: "Innocent Bohui, INBO" <[email-masked]<mailto:[email-masked]>>, "Josephine Veena Dorairaj, JVDO" <[email-masked]<mailto:[email-masked]>>, "Matthew Broadley, MAEY" <[email-masked]<mailto:[email-masked]>>, "Morris Frost, MOFT" <[email-masked]<mailto:[email-masked]>>, "Pritish Nandi" <[email-masked]<mailto:[email-masked]>>
Cc: "Sara Aknooni, SRAK" <[email-masked]<mailto:[email-masked]>>
Sent: Thursday, April 22, 2021 6:04:20 PM
Subject: FW: Designated RMA approvers

Hello everyone,

With immediate effect Level 1 should assign all Enterprise RMA approval tickets to the RMA group as unassigned instead of the Level 2 queue. @Pritish Nandi<mailto:[email-masked]> Please inform the team. Gaming continues as usual.

Dear approvers @Innocent Bohui (INBO)<mailto:[email-masked]> @Josephine Veena Dorairaj (JVDO)<mailto:[email-masked]> @Matthew Broadley (MAEY)<mailto:[email-masked]> @Morris Frost (MOFT)<mailto:[email-masked]> Please keep an eye on the new RMA Approvals queue, check and approve/decline the requests accordingly. For quantity above 3, assign the tickets to the Teamlead group as unassigned.

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

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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From: Heta Nyrhinen (HNYR)
Sent: 22. april 2021 13:52
To: Innocent Bohui (INBO) <[email-masked]<mailto:[email-masked]>>; Josephine Veena Dorairaj (JVDO) <[email-masked]<mailto:[email-masked]>>; Muhammad Ali (MUAI) <[email-masked]<mailto:[email-masked]>>; Matthew Broadley (MAEY) <[email-masked]<mailto:[email-masked]>>; Christopher Kurek (CKUR) <[email-masked]<mailto:[email-masked]>>; Morris Frost (MOFT) <[email-masked]<mailto:[email-masked]>>; Temistocles Valdes (TEVL) <[email-masked]<mailto:[email-masked]>>; Daisuke Murata (DIUM) <[email-masked]<mailto:[email-masked]>>
Cc: Sara Aknooni (SRAK) <[email-masked]<mailto:[email-masked]>>
Subject: Designated RMA approvers
Importance: High

Hello team,

We have appointed designated RMA approvers in each shift, which means that only these people will be approving RMAs for the time being. We want to follow more closely, if there are recurrent product issues so the approval procedure will be divided between a few colleagues.

These are the RMA approvers:

EMEA: Josephine and Innocent
AMER: Morris
APAC: Matthew
Replacement quantity more than 3 products: Heta and Sara

This means that other Level 2 agents won’t be approving RMAs for now and will assign the tickets to the responsible persons during their shifts.

Please let me know, if you have any questions or concerns.

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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