Subject: Warranty escalations meeting 28-01-2021
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Ashish Dabral <[email-masked]>, daniele.castiglioni <[email-masked]>, Vishal Singh <[email-masked]>, Pritish Nandi <[email-masked]>
Date: Thu, 28 Jan 2021 10:44:59 +0000

Hi everyone,

Thank you for the meeting today. Here are my notes.

- Send escalations to the Teams group or to me directly when they come up instead of a collected list at the end of the day.
- Flag technical issues to the technical team to take immediate action.

Escalate in these instances:

- No order placed after 4 days from submitting the original request to Customer Service.
- Customer asks for the estimated shipping date or tracking and we don't have them in the case yet.
- Customer Service is unresponsive for 1 day to a side conversation message. -> I forgot to mention in the meeting, but you can add your own email to cc when you write to CS. If you don’t get that email, it’s likely that it didn’t reach CS either, so you can escalate those directly to me.
- Other complaints / unhappy customer.
- Very long estimated shipping date -> We can look into alternative replacement products.
- Any other questions, where you don't know the answer to or a non-standard decision needs to be made.

Have a nice day!

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261

EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
<https://www.eposaudio.com/en/dk>

eposaudio.com<https://www.eposaudio.com/> · Follow us here
​  <https://www.facebook.com/eposenterprise>   <https://twitter.com/eposaudio?lang=da>   <https://www.linkedin.com/company/eposaudio/mycompany/>   <https://www.instagram.com/eposaudio/>   <https://www.youtube.com/channel/UCKZSbHA_gj3OKwPnKa4cNaA>