Subject: Connecting cases must be respond to customers
From: Akhil P Walia <[email-masked]>
To: Krishna Tiwari <[email-masked]>, Sumeet Kumar <[email-masked]>, Anshul Pannu <[email-masked]>, Narry Bhatia <[email-masked]>
Cc: Ruchi Johri <[email-masked]>, Ankur Gupta <[email-masked]>, Arinjoy Mitra <[email-masked]>, Subir Bikas Chakma <[email-masked]>
Date: Fri, 6 Jan 2012 22:37:47 +0530 (IST)

Hi Akhil, Ruchi, 

Now that we see that the connecting problem on the new TV-Boxes is fixed, we need to update all the customers. 

As we spoke yesterday – customers can just go to Lobby & then back to their channel list for refreshing. 

If this doesn't work, customers should reboot the TV-Box by taking out the power plug & putting it back in. 

If problem persists, then, after making sure that troubleshooting was done according to usual procedures, the case should be escalated to T2/3 appropriately. 

Attached is a list of all customers who reported the issue – the case reason will be either "no video stream" or "error message: other". 

Please make sure that all customers are updated about the resolution so that they can start using their subscription. 

For customers who write back & request compensation, you can give either: 

1. 1 free channel for a year (except for SET or Zee Cinema) 

2. Pro-rated credit for 10 days of use 

(Also – for customers who received their TV-Box later than 21 business-days, we will be extending the subscription so, there is no need to compensate additionally for this.) 

Please confirm receipt & let me know when task is completed. 

This is high priority so that we can close the issue completely. 

Regards, 

Neima