Subject: Re: 231189 - need your attention
From: Pritish Nandi <[email-masked]>
To: "Daisuke Murata, DIUM" <[email-masked]>
Cc: "Heta Nyrhinen, HNYR" <[email-masked]>
Date: Thu, 7 Jul 2022 22:46:55 -0700 (MST)

Hi Daisuke, 

If we know the HS is not under warranty at the begining then we should have explained the customer that we are unable to replace it however, we can troubleshoot further if they want to see if the issue could be resolved. 

This way we would have given a choice to the customer and set the expectations correct. 

I do see this is not done in this case as the customer already mentioned that "We have Sennheiser headset bought two years back and battery not getting charged with some sound issue. 

We only send the expired warranty cases to L2 if the customer is pushing back. 

I will speak to both of them today. 

Regards, 
Pritish 

From: "Daisuke Murata, DIUM" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Heta Nyrhinen, HNYR" <[email-masked]> 
Sent: Friday, July 8, 2022 7:56:17 AM 
Subject: RE: 231189 - need your attention 

Sorry, resending it to the correct email address. 

From: Daisuke Murata (DIUM) 
Sent: Friday, July 8, 2022 11:25 AM 
To: Pritish Nandi <[email-masked]> 
Cc: Heta Nyrhinen (HNYR) <[email-masked]> 
Subject: 231189 - need your attention 

Hi Pritish, 

Came across this ticket #231189 handled by Adelina and Pravesh. 

Pravesh somehow pre-approved RMA even though the warranty was expired. 

Customer now reported this as a bad experience. 

Daisuke Murata 

Technical Support Specialist 

EPOS Japan 

Mobile: 080-5105-4566