Subject: Important warranty updates
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: Ashish Dabral <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Thu, 7 Oct 2021 09:11:20 +0000

Hi Pritish,

As discussed, please inform the warranty team and all agents about the importance of the "Date of Transfer" and "Delivered to customer" fields.

We have to fill in the "Date of Transfer" for all warranty tickets when we send the Contact Customer Service macro. Please monitor that this is being done. You can create a view or report to check this daily. It is not possible to make this a mandatory field, as it would also impact all support tickets.

The "Delivered to customer" field has to be filled in for all warranty cases, when the customer received the replacement. Ashish is changing this field to a mandatory field, but please also monitor, if there are any issues.

If we don't have a delivered to customer date, because the RMA is cancelled/not completed for any reason (customer not returning the faulty product for SLTR, customer contacted reseller for replacement etc.) change the ticket's Request type to "Support request" for Enterprise and untick the box "Is this a warranty" for Gaming and move the assignee back to the original group EPOS L1, EPOS L2, Gaming etc. as the ticket has not been completed as a warranty ticket.

Please let me know, if you have any questions about this.

Venlig hilsen / Best regards
Heta Nyrhinen (HNYR)
Project Manager, Global Support and Service
+45 4470 0148
EPOS Group A/S * Industriparken 27 * DK-2750 Ballerup * Denmark
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