Subject: DOA products dead on arrival - Important steps
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "Hamed Rahnama (HARH)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>, "Muhammad Ali (MUAI)" <[email-masked]>, "Matthew Broadley (MAEY)" <[email-masked]>, "Christopher Kurek (CKUR)" <[email-masked]>, "Daisuke Murata (DIUM)" <[email-masked]>, "Temistocles Valdes (TEVL)" <[email-masked]>, "Ross Martowski (ROMR)" <[email-masked]>, Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>
Date: Fri, 29 Oct 2021 10:43:06 +0000

Hi team,

You need to inform me of each case where we have a dead product out of the box. This is very important so that we can catch potential product quality issues and collect the samples.

First questions to ask when you are dealing with a support case:

  *   How long have you had the product?
  *   Did it work in the beginning or did it not work at all?

Be extra vigilant for hardware issues and unresponsive products and ask in a detailed way what is happening. This has to be done for both Gaming and Enterprise cases without exception.

Please also consult me, if you are about to reject a RMA for physical damage.

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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