Subject: WITV Feedback
From: Akhil P Walia <[email-masked]>
To: samir kumar <[email-masked]>, krishna tiwari <[email-masked]>, Roshan chetri <[email-masked]>, Danish Afzal <[email-masked]>, Rajeev kandpal <[email-masked]>, Nella Jemino <[email-masked]>, Jade Cuizon <[email-masked]>, Claire Ledesma <[email-masked]>, Anshul Pannu <[email-masked]>, "Amar Kumar. Chaudhary" <[email-masked]>, Josephine Saligumba <[email-masked]>, Narry Bhatia <[email-masked]>
Cc: Ashok katoch <[email-masked]>, Subir Bikas Chakma <[email-masked]>, Ankit Tandon <[email-masked]>, Tushar Raina <[email-masked]>, Abegail Ortega <[email-masked]>, gee <[email-masked]>, nyle <[email-masked]>
Date: Thu, 23 Aug 2012 22:22:56 +0530 (IST)

Hello, 

Please see me feeback concerning the below chat. 

When offering a customer a solution in place of a TV box they should be aware of all their options. 

In the chat below the agent only offerd up Roku. 

The customer should have also been advised about IOS devices and Android. Maybe he would have enjoyed watching there as well and its avaiable immediately. 

Regards, 

Chantelle 

From: Chat Audit 
Sent: Thursday, August 23, 2012 12:53 PM 
To: Chantelle Russak 
Subject: LivePerson Transcripts 

The following transcript has been automatically forwarded to you. 	

General Info 

Chat start time 	

Aug 23, 2012 5:10:50 AM EST 

Chat end time 	

Aug 23, 2012 5:46:38 AM EST 

Duration (actual chatting time) 	

00:35:48 

Operator 	

Agent 

Pre-Chat Survey 

Reason for contact: 	

Technical Support 

What is your name? 	

pooja 

Operator Survey 

Qualified Chat? 	

Yes 

Existing customer Resubscribed/Upgraded? 	

None 

Did you log the chat in Sales Force? 	

Yes 

Visitor Type 	

Subscriber (Existing Cust) 

For full information see Chat Transcript Report 

	

	

Chat Transcript 

info: Please wait for a site operator to respond. 
info: You are now chatting with 'Agent' 
Agent: Welcome to WatchIndia.tv live chat service. How may I help you? 
pooja: hii 
Agent: Hi..Pooja 
pooja: i allready launched the complaint with the set top box 
Agent: Please wait while I check that for you. 
pooja: but u people not suppose to give any response 
Agent: We sent you an email about the refund of Tv box on 26/07/2012 . 
pooja: why refund? 
pooja: why it is not exchange? 
Agent: We have stopped selling TV boxes . 
pooja: then? 
Agent: We have no TV box now . 
Agent: So you can purchase Roku box with the refund amount . 
pooja: then u only post me that na 
pooja: why u refund and after that i will purchase 
Agent: As we don't have Roku boxes . It is a different company . 
pooja: then what i do now 
Agent: Please visit : www.roku.com 
Agent: We will refund you TV box amount within 4-5 days 
pooja: ok 
pooja: but on ur site there is 1 advertisement 
Agent: About what ? 
pooja: about tv box 
Agent: That page needs to be updated . 
pooja: enjoy ur tv on all of ur devices 
pooja: how much it will be refunded because it is allready not working sense last 2 months 
Agent: We will refund for TV box amount that you paid to us . 
Agent: Please wait while I check that for you. 
pooja: ok 
Agent: $99.99 
Agent: Are we connected Pooja ? 
pooja: yess 
pooja: 1 min 
Agent: Ok 
Agent: Ok 
Agent: Are we connected Pooja ? 
pooja: we paid $250 
pooja: plus delivery charges $35 
pooja: i think at least 150 should be refunded to us 
pooja: u there rajiv? 
Agent: Yes 
Agent: We will deduct shipping 
Agent: As we shipped the box 
Agent: The refund is $99.99 
pooja: thats ok 
pooja: how only 100? 
Agent: Because the cost of box is $99.99 
pooja: and the subscription will stay on 
pooja: is it? 
Agent: Yes 
pooja: roku box works with watchindia? 
Agent: Yes 
Agent: Is there anything else I may assist you with today? 
pooja: ok 
pooja: so send a mail about refund 
Agent: The billing will do that 
Agent: Please do wait for 48 hours 
pooja: at least send an email 
pooja: refund can happen later 
Agent: We have already sent that email . 
Agent: I can paste here 
Agent: wait 
pooja: paste 
pooja: here 
Agent: Dear pooja, 
Agent: Good day to you and we do apologize for the delay in response. 
Agent: As a company committed to complete customer satisfaction, we pride ourselves on our reputation for quality and service. 
Agent: It has come to our attention due to the high volume of complaints received, that our most recent batch of TV boxes sold, has unfortunately contained faulty devices, which do not meet our usual high standards. 
Agent: All purchases of TV boxes have been stopped at this time until we are able to find a suitable product replacement in the coming weeks.We will be happy to give you a full refund on the purchase of your TV box, while you continue to enjoy watching WatchIndia.tv through your PC. 
Agent: We pledge to continue our efforts to provide you with the highest quality and service satisfaction guaranteed.Please do acknowledge this mail as the approval of the applicable refundable amount so that we can process in your account. 
Agent: We thank you for your co-operation and apologize for any inconvenience. 
Agent: Kindest Regards, 
Agent: Narry Bhatia 
Agent: Technical Support 
Agent: 
Agent: WatchIndia Customers Relations 
Agent: It was sent to you on 26 July 2012 
Agent: There is a option at the top right corner of the chat window . It will provide you a provision to send the chat transcript to your email id . 
pooja: ok 
Agent: Is there anything else I may assist you with today? 
pooja: if it was sent on 26th july 
Agent: Yes 
pooja: why refund has not been done yet 
Agent: We expected your reply on this . Your approval . But you did not reply 
Agent: It was closed 
pooja: ok 
pooja: so our chat response holds good for our confirmation? 
pooja: so that you can process refund? 
Agent: Yes now we can do 
Agent: don't worry 
pooja: ok 
pooja: now we are checking roku site 
pooja: but cant find watchindia channels there 
Agent: You have buy box then you have pair the device 
Agent: It is a procedure 
Agent: We will help in pairing that 
pooja: pair devide with what? 
Agent: Your account 
pooja: and if tomorrow roku box has a problem 
pooja: will tackle with that 
pooja: or we have to contact roku only 
Agent: Yes 
pooja: with no responsibility from watchindia? 
Agent: Tech issue streaming issue will be resolved by us 
pooja: there are 4 boxes on roku site 
pooja: which one to buy? 
Agent: Its on your budget . We support all :) 
pooja: ok 
pooja: and we will get other roku channels as well? 
Agent: That you have subscribe with Roku 
Agent: We will provide your account channels only 
Agent: That you have subscribed with us 
pooja: so if we want to only watchindia 
pooja: then no separate subscription is required 
pooja: as we have already paid for watchindia 
Agent: Yes correct 
pooja: ok 
pooja: ok fine 
pooja: process the refund 
Agent: Ok 
Agent: Bye Take care 
pooja: we will ordered roku shortly 
Agent: Fine 
pooja: bye and take care 
Agent: :) 
Agent: Thank you for chatting with us. If you have any more queries, please feel free to contact us at anytime. Please fill out the satisfaction survey at the end of this chat as your feedback is extremely important to us. 
info: Your chat transcript will be sent to [email-masked] at the end of your chat. 
info: Chat session has been terminated by the site operator. 

-- 
Regards , 
a kh ! L