Subject: Re: EPOS customer support survey - CSAT 1 or 2
From: Pritish Nandi <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>
Date: Wed, 1 Dec 2021 04:26:21 -0700 (MST)

Hi Heta, 

The customer was complaining that SDW 5061 does not work on Stereo mode. We were not aware of the fact that it only supports mono so the agent did ask for troubleshooting steps and when escalated to L2 later. Chris advised that it cannot work on Stereo. 

This is the reason the customer was not happy that he had to wait for this info. Also, another reason for frustration was because on the website it is advertised as Stereo for SDW headsets and there is no way of knowing if the SDW 5061 will not be stereo because it is with Dect Dongle. 

As per the last update from the reseller they are happy as the customer got BS from EPOS and asked to close the ticket. 

besten Dank für Ihre E-Mail. Sie können das Ticket bitte schließen. EPOS hat dem Kunden als Wiedergutmachung 02 Stück Basisstationen zur Verfügung gestellt, damit dieser dann den Stereo-Effekt genießen kann. 

Vielen Dank für Ihre Unterstützung und beste Grüße nach Bukarest. 

Regards, 
Pritish 

From: "Pritish Nandi" <[email-masked]> 
To: "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Wednesday, December 1, 2021 4:13:41 PM 
Subject: Re: EPOS customer support survey - CSAT 1 or 2 

Hi Heta, 

Sure, I will check and get back to you. 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Sent: Wednesday, December 1, 2021 3:39:14 PM 
Subject: FW: EPOS customer support survey - CSAT 1 or 2 

Hi Pritish, 

Could you please review this complaint by a reseller? 

	

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 

[ https://www.eposaudio.com/en/dk/enterprise/aston-martin-f1?utm_source=mailsignatur&utm_medium=email&utm_campaign=am_f1&utm_content=nn_en_email_aw ] 

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From: Epos Audio <[email-masked]> 
Sent: 1. december 2021 11:00 
To: Heta Nyrhinen (HNYR) <[email-masked]> 
Subject: EPOS customer support survey - CSAT 1 or 2 

		

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, 

Customer support survey received a bad CSAT value. Check the ticket and response from below and see what actions need to take place. 

Zendesk ticket: [ https://eposaudio.zendesk.com/agent/tickets/184618 | https://eposaudio.zendesk.com/agent/tickets/184618 ] 
Agent: Tudor Alexandru 

Answer summary including all questions. 

184618 (Zendesk Ticket #184618, Externe Antwort) 

Seite1 

Wie würden Sie ihre letze Erfahrung mit EPOS bewerten? 

2 

Seite2 

Welche Bereiche haben ihre Bewertung beeinflusst? 

Friendliness 
Knowledge 
Speed 

Seite3 

Haben Sie das Gefühl, dass wir ihre Anfrage gelöst haben? 

Yes 

Seite4 

Was hat ihnen besonders gut gefallen und was können wir verbessern? 

In diesem Fall sind wir nicht besonders zufrieden gewesen, da wir erst sehr spät und vor allen Dingen erst auf intensive Nachfrage erfahren haben, das SDW 5061 Stereo nicht unterstützt. Das hätte man uns gleich an Anfang mitteilen können, so haben wir unnötigerweise viel Zeit und Arbeit in diesen Fall investiert. NeoCom Professional Headsets - Jürgen Gleisenberg 

Where can we improve, and what did you like about our service? 

Der Empfänger hat diese Frage nicht beantwortet.