Subject: Re: Summary feedback #166921
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: abhishek kumar <[email-masked]>
Date: Wed, 18 Aug 2021 02:05:32 -0700 (MST)

Thank you, Heta, 

I will speak to the agent to share the feedback. It may take some time to refine the Case summary as others are doing it well. 

I guess we have to pay extra attention to Levente's tickets for correct implementation of the new case summary style 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]>, "abhishek kumar" <[email-masked]> 
Sent: Wednesday, August 18, 2021 2:31:31 PM 
Subject: Summary feedback #166921 

Hi Pritish and Abhishek, 

Here is some summary feedback to ticket #166921. My comments are below in red. 

LEVEL 1 TRANSFER TO LEVEL 2 

REASON FOR TRANSFER: MB 660 UC, PC, Stuck button and can not be charged 
Transfer to L2 article is checked: Y 
User manual checked: NA 
Knowledge base checked: NA 
Zendesk old tickets checked: Y 
Consulted with the team lead: NA 

CASE SUMMARY 

Company Name : MaibornWolff GmbH 
Contact person : Simeon Heinke 
Email : [ mailto:[email-masked] | [email-masked] ] 
Product name : MB 660 UC - S/N: 0350002835, USB cable Is this correct? Customer sent a photo of ADAPT 660. 
Number of Products : 1 
Sales Opportunity Size in Headsets : 0 
Environment : PC Was charging with a power adapter tried? 
Issue : Stuck button and can not be charged Which button is stuck? (Customer described it, but the agent didn’t include it in the summary. 
Troubleshooting : 
- It has a stuck button and can not be charged anymore. This is issue description, not troubleshooting. 
- picture from bottom of HS attached as requested This is issue description, not troubleshooting. 
- no LED signal on HS and no LED on charging This is issue description, not troubleshooting. 
- HS is not recognized by PC This is issue description, not troubleshooting. 
- cross tested with other PC and several USB cables Ok 
- no FW check or update possible Why? 
- tried to reset but not possible, same issue Was reset done or not? Unclear description. 
Current status : 
- the device is only a week old, it should still be within the warranty period. This should be part of the issue description. There it was stated “can’t be charged anymore”. How quickly did the issue appear, as the product is very new? 
- Cx is asking for support or RMA. 
Next: This is not part of the summary template. 
RMA for 1x ADAPT 660 - 1000200(1) 

	

Best regards​​ 

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

	

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