Subject: Re: #236077 Trustpilot review
From: Pritish Nandi <[email-masked]>
To: saurabh <[email-masked]>, "Heta Nyrhinen, HNYR" <[email-masked]>
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Date: Fri, 22 Jul 2022 09:23:36 -0700 (MST)

Hi Saurabh and Heta, 

Thank you for the email. I will speak to the language agents to translate better in English so that we can review the tickets better. 

Regarding the RMA, it was declined by Pravesh based on the reason that we have had similar situation where Josephine has denied providing any other replacements in other tickets for the same situation. 

His actions were based on the previous tickets escalated to L2. The ticket was not closed and escalated to Josephine as the customer pushed back. You can even see the same notes from Josephine where she stated that . We offered replacement and the choices as per the process. 

As I see there are still confusions around so here is what we are going to do: 

1. Any ticket where the customer is OOW or have no POP or is denying troublesooting or threatining or upset with anything, will be escalated to L2. 
2. If the ticket is for Gaming it will be escalated to Josephine. If it is Enterprise, it will be escalated in the L2 queue. 
3. We will not push back customer even once unless we have a confirmation from L2 on how to proceed further. 

Let me know if you would want it to be handled differently. Also, it would be great if you can create a KB article fo the same which the team can refer to in these situations. 

Regards, 
Pritish 

From: "saurabh" <[email-masked]> 
To: "Heta Nyrhinen, HNYR" <[email-masked]>, "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]> 
Sent: Friday, July 22, 2022 5:19:59 PM 
Subject: Re: #236077 Trustpilot review 

Pritish 

We discussed this already last week. Please be double sure agents do not refuse on their side 

Get [ https://aka.ms/o0ukef | Outlook for iOS ] 

From: Heta Nyrhinen (HNYR) <[email-masked]> 
Sent: Friday, July 22, 2022 1:47:53 PM 
To: Pritish Nandi (LSM) <[email-masked]> 
Cc: Saurabh Dadu <[email-masked]>; Sara Aknooni (SRAK) <[email-masked]> 
Subject: #236077 Trustpilot review 

Hi Pritish, 

This customer gave a bad Trustpilot review for his ticket handling. He first contacted us 3 months ago and the issue is still not resolved. We only replaced the surround dongle, but not the headset. Pravesh declined any other options without escalating to Josephine even though we just talked about this topic this week. 

The customer’s communication was reasonable and polite throughout, and we should have taken his input seriously. Some content of his emails got lost in translation, so please also remind all agents to make accurate translations about what customers are writing. 

Please review the ticket history. 

	

Venlig hilsen / Best regards 

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

EPOS Group A/S · Industriparken 27 · DK-2750 Ballerup · Denmark 

[ https://www.eposaudio.com/en/us/enterprise/products/adapt-660-amc-bluetooth-headset-1001125 ] 

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