Subject: Customlist Feedback- VERY IMP (LTK53303150430X)
From: Subir Chakma <[email-masked]>
To: Gee Jay <[email-masked]>, Bernadette Ferrer <[email-masked]>, Nyle Remo <[email-masked]>
Cc: Ruchi Johri <[email-masked]>, "Akhil P. Walia" <[email-masked]>, Siji George <[email-masked]>
Date: Sat, 3 Dec 2011 03:43:51 +0530 (IST)

LTK53303589934X (Edward)- Custom database request escalated to escalation@ instead of customs@ email address. 

Bern/GJ- Please review below ticket. It was handled so badly I have no words to describe it. It seems they are kind of playing with the Tickets. 

- Please explain why same issue has been escalated to sensitive refunds dept. 3 & 4 times on a single day (26th & 29th)? Should they not allow minimum time required to process such request which could be 2-3 business days. 
- Why 100% refund was made when customer never replied to initial email with 50% refunds offer? 
- Why refund request has been made based on Phone records again? 
- Why the operator fail to notify us when they are unable to resolve issues? 

We can not be so reckless with Refunds cases. Please guide them through the standard procedure we provided you. If client is not addressing a refund case even after 2/3 escalations in a period of many days, please have them notify us on such Tickets. 

LTK53303150430X (Jay/Edward)- Multiple mistakes. 

Edward- Oct 29, 2011- Offered 50% refund. 
Nov 3, 2011 - Offered 100% refund without getting a response from customer to above 50% offer made. Wrong procedure. 

Jay - Nov 25, 2011- Refund request made with refunds@ based on Phone records. This is totally wrong. Customer must communicate 
on refund issues via email so we have proper documentation leading to refund. We 
Edward- Nov 26, 2011- Refund request re-escalated. WHY? You must allow 2-3 business days for refunds@ to work on the request. 
Jay- Nov 26, 2011- Refund request Re-Re-escalated. WHY? 
Edward- Nov 29, 2011- Escalated again 
Jay- Nov 29, 2011- Re-escalated again on same day. 
Edward- Nov 29, 2011- Re-escalated again for 3rd time on same day. 
Nov 29, 2011- Re-re-escalated again for 4th time same day. 

Thanks & Regards 
Subir Chakma