Subject: Re: Feedback
From: Ibrahim Usmani <[email-masked]>
To: Subir Chakma <[email-masked]>
Date: Mon, 15 Sep 2014 16:19:47 +0530 (IST)

Dear Sir,

LTK1221601748627X - Why was the request entertained for USD 1 promo/discount and escalated to L3
LTK1221601760129X - Wrong amount confirmation escalated to Finance
LTK1221601759880X - Request sent for change of country to Costa Rica where we do not ship

Regards,

Ibrahim
----- Original Message -----
From: "Ibrahim Usmani" <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Sent: Monday, September 8, 2014 9:18:09 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Re: Feedback

Dear Sir,

LTK1221601723531X - Duplicate to LTK1221601658918X and also mentioned AWB Number instead of  suite number while mailing to Cx
LTK1221601733752X - Data entry error however not informed cx that as per canned response cx should have informed of the unknown suite scenario. Hence cx was irate and escalated to L3 for promo
LTK1221601729158X - When clear prepaid label was required along with the confirmation of the shipment and email was sent on 6th then why was it not conformed when he came over chat on 7th 

Regards,
Ibrahim
----- Original Message -----
From: "Ibrahim Usmani" <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Sent: Saturday, September 6, 2014 10:20:06 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Re: Feedback

Dear Sir,

LTK1221601728022X - Wrong information provided with regards to the courier service we use. Agent informed the cx that the selection of courier depends on the warehouse.
LTK1221601729098X - Initially wrong information provided to cx regarding the PG RTO shipment and this was escalated to L2 and is duplicate to LTK1221601688657X
LTK1221601688657X - Wrong info provided irrelevant as to what Hub said and ticket not closed in AE.
LTK1221601706908X - Although present in shift but AE ticket not done.

Regards,
Ibrahim

----- Original Message -----
From: "Ibrahim Usmani" <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Sent: Friday, August 22, 2014 11:56:39 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Re: Feedback

Dear Sir,

LTK1221601667350X - How can Hasan ask Hub to confirm the payment. Has not gone through the case wherein as per L3 we just wanted the additional payment to ship to  local US address although it has been shipped but we do not have to inform the cx.

LTK1221601675113X - [2:32:44 PM] Sanjeev: We charge only charge once all charges which will include shipping cost, tax & duty if applicable and fuel charges

LTK1221601675388X - Wrong information given to cx regarding change of country when the shipment history is available and hence when chat disconnected and came on another chat LTK1221601675401X was disappointed when informed we cannot change the country.

Regards,

Ibrahim
----- Original Message -----
From: "Ibrahim Usmani" <[email-masked]>
To: "Subir Chakma" <[email-masked]>
Sent: Thursday, August 14, 2014 8:37:34 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Re: Feedback

Dear Sir,

LTK1221601649036X - Wrong PG request escalated
LTK1221601647455X - Return Request sent without the complete payment received
LTK1221601653771X duplicate to LTK1221601652967X

Regards,
Ibrahim

----- Original Message -----
From: "Subir Chakma" <[email-masked]>
To: "Ibrahim Usmani" <[email-masked]>
Sent: Wednesday, August 13, 2014 9:13:24 AM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi
Subject: Re: Feedback

Thank you for the feedback tickets. I am noting them down for perusal. 

Regards 
Subir 

----- Original Message ----- 
From: "Ibrahim Usmani" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Tuesday, August 12, 2014 10:11:58 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Re: Feedback 

Dear Sir, 

LTK1221601631862X - cx feedback on 9th August on the same ticket. 
LTK1221601622339X duplicate to LTK1221601620655X 

Regards, 

Ibrahim 
----- Original Message ----- 
From: "Ibrahim Usmani" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Monday, August 11, 2014 10:07:14 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Re: Feedback 

Dear Sir, 

LTK1221601644108X - Normal query on shipment released on weekend however agent asked for the tracking number and when cx said he did not have asked to contact the merchant. 
LTK1221601586302X - While replying to cx copied to DHL UK 

Regards, 
Ibrahim 
----- Original Message ----- 
From: "Ibrahim Usmani" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Thursday, August 7, 2014 8:44:06 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Re: Feedback 

Dear Sir, 

LTK1221601631286X - chat transfer just because cx asked for the agent. 
LTK1221601621895X duplicate to LTK1221601621747X 
LTK1221601627143X - Irrelevant escalation regarding change of member group to L3 
LTK1221601629092X duplicate to LTK1221601608288X 

Regards, 

Ibrahim 
----- Original Message ----- 
From: "Ibrahim Usmani" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Wednesday, August 6, 2014 8:43:28 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Re: Feedback 

Dear Sir, 

LTK1221601622062X - Ticket left pending 
LTK1221601617078X - Should have been escalated to IT and not Hub 
LTK1221601613441X - Shipment in question already released by Cx 
LTK1221601625776X and LTK1221601627155X - Not the first time but many previous chats when Sanjeev has transferred to concierge and claims chats directly to Sanjay instead of first explanation by himself 
LTK1221601623294X - Cx had shipment history still agent escalated to L3 for country change 

Regards, 
Ibrahim 

----- Original Message ----- 
From: "Ibrahim Usmani" <[email-masked]> 
To: "Subir Chakma" <[email-masked]> 
Sent: Tuesday, August 5, 2014 6:54:32 PM GMT +05:30 Chennai, Kolkata, Mumbai, New Delhi 
Subject: Feedback - Back to BLX :( 

Dear Sir 

LTK1221601614447X - Cx name not taken from the account and addressed as Iamnoura and not as Noura which is actual cx name 
LTK1221601500856X - Not sure why Cx was told to try payment by laptop when she was attempting the payment by phone 
LTK1221601613538X - It is a clear cut PG item however why was it escalated to AE 

Regards, 

Ibrahim