Subject: OWA Ticket issue
From: Subir Chakma <[email-masked]>
To: Seraj Ahmad <[email-masked]>, "Joelma Mary Christine O. Batayola" <[email-masked]>
Cc: "Akhil P. Walia" <[email-masked]>, admin <[email-masked]>
Date: Thu, 20 Jun 2013 10:13:52 +0530 (IST)

LTK121430762963X: Seraj 
1. Seraj you forwarded DHL email to customer. This is carelessness after repeated reminders. 
2. You did NOT reply to DHL UK acknowledging the receipt of their email. WHY? 
3. This is a OWA issue. Why you did NOT escalate the case. Did you check customer account? 
4. You sent first notification to customer on June 12, 2013 and then you took the ticket again on June 15, 2013, after 3 days. Why you resolved it without doing anything? A reminder should have been sent to customer. You know that the case is time sensitive. 

LTK121430771814X: Joelma 
1. Joelma, you forwarded DHL email to customer. This is carelessness after repeated reminders. 
2. You did NOT reply to DHL UK acknowledging the receipt of their email. WHY? 
3. You did not check customer history as Seraj already emailed customer on June 12, 2013. 
4. This is a OWA issue. Why you did NOT escalate the case. Did you check customer account? 
5. You took the ticket again on June 16, 2013, after 3 days. Why you simply put a note and released it knowing well that case was not followed even under LTK121430762963X. How does this resolve the issue. 

I NEED REPLY FROM BOTH OF YOU EXPLAINING MY ABOVE POINTS - ONE BY ONE. 

Rgds Subir