Subject: Borderlinx Feedback
From: Subir Chakma <[email-masked]>
To: Ibrahim Usmani <[email-masked]>, Seraj Ahmad <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Karla Cabarse <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Abegail Ortega <[email-masked]>, Nyle Remo <[email-masked]>, Jorge Kho <[email-masked]>, Parag Chaturvedi <[email-masked]>, "Surya Prakash. Tiwari" <[email-masked]>, vikas Adhikari <[email-masked]>, Subir Chakma <[email-masked]>, Subhash Kumar <[email-masked]>, Akhil P Walia <[email-masked]>
Cc: Jorge Kho <[email-masked]>, Abegail Ortega <[email-masked]>, "E. Ganin Singh" <[email-masked]>, Nyle Remo <[email-masked]>
Date: Thu, 11 Apr 2013 16:34:32 +0530 (IST)

Hello Guys, 

Please see below feedback. 

	04/11/13 	

	
	Agent fault 

	LTK1212106441402X 	Karla 	Repacking and Consolidation 	Cx was told that repacking request was sent to Hub already. I do not see any escalation on the case. 

Secondly, the main request from customer was to consolidate by repackaging 3 of the packages into the biggest 4th package. He therefore did not understand concept of consolidation, and which Karla never explained. Two big mistakes. 	Yes 
	
	LTK1212106350454X 	Ibrahimu 	Procedural issue 	Resolved Ticket kept pending. Increasing work load. 	Yes 
	
	LTK1212106218836X 	Ibrahimu 	Procedural issue 	Resolved Ticket kept pending. Increasing work load. 	Yes 
	
	LTK1212106244032X 	Joelma, Parag 	
	Joelma has given a general USD return fee quote without knowing whether it is a US or UK shipment. 

Seraj realized the mistake in amount charged and advised the customer to pay the difference. In future we will not charge the difference if it is our mistake, and avoid inconveniencing the customer more. 

Parag, then sent a UK shipment return request to KIM with US return address. This is completely wrong as we do not process international returns from Hub. Careless mistake here. 	Yes 
	
	LTK1212105223405X 	Parag 	
	Wrong return fee given to customer. The shipment is concerning UK Hub. Again sent wrong escalation to US Hub for UK shipment creating confusion. RTO tracking number 2827448934 clearly show it being delivered to UK Hub. These are careless mistakes done over and again. 	Yes 
	
	LTK1212106463951X 	Parag 	
	Cx clearly stated in first email that shipment was successfully received. The follow up with IT was for internal purchase in regards to an existing bug. Yet, Parag called up the customer to confirm if he received the package or not. Unnecessary follow up made therefore. 	No 
	
	LTK1212106674509X 	Karla 	From Feedback report 	Agent suggested to change browser instead of following procedure laid out in manual and trying to find the root cause of the problem. 	Yes 
	
	LTK1212106656601X 	Ibrahimu 	From Feedback report 	Cx was looking for promo and agent could not help much. 	No 
	
	LTK1212106657083X 	Joelma 	From Feedback report 	Cx inquired on concierge status. Informed likewise and agent could not do much 	No 

Rgds Subir