Subject: Fwd: Check History - IMP & Urgent
From: Subir Chakma <[email-masked]>
To: Jeannina Ruth <[email-masked]>, Ronald Pedrosa <[email-masked]>, Mohd Ahmed <[email-masked]>, Intikhab Ahmed <[email-masked]>, Elvis George Philip <[email-masked]>, "Kartik P. Rao" <[email-masked]>, Khubrooh Siddiqui <[email-masked]>, Iftekhar Ahmed <[email-masked]>, Rizwan Asad <[email-masked]>, Sumit Gogia <[email-masked]>, Amandeep Jangra <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna Genusolango G <[email-masked]>, Subir Chakma
Date: Thu, 11 Dec 2014 22:43:22 +0530 (IST)

Hello all, 

I continue to observe more duplicate tickets, double escalations. This is creating a mess. Can we be more observant and correct in our procedure. 

Same issue, double escalation to L3 

LTK1221602417111X - Amandeep, December 9, 2014 

LTK1221602417563X - Vivian, December 9, 2014 & Gelna, December 10, 2014 

Same Cx, two tickets pending 

LTK1221602426163X- Amandeep, December 10, 2014 

LTK1221602425944X - Vivian, December 10, 2014 

LTK1221602416943X- Vivian:  Vivian emailed Cx that member group has been changed as per update from L3. She did not confirm by checking the Cx account. 

We later realized that account member group was never changed, an error Vivian shud have noticed in first place. Confirm yourself before taking an action on the matter. 

Some exceptions you may remind yourself: 

Russia LB do not get UK Facility: We provide ONLY US warehouse address and NOT UK warehouse. 

Delivery takes 1 week to ship, and another week or so for final delivery. Check CR for more details. 

DHL LB do not get UK Facility: We provide ONLY US warehouse address and NOT UK warehouse. 

LB Cx do not have paypal because of govt. restrictions. So all returns are processed Free, if Cx is unable to provide Prepaid return label. 

Citi-HK Returns: First local return is Free. Do not charge for it please. It is part of our contractual agreement with Citibank & Cx. 

Germany PO Box addresses: The only country where we deliver to P.O Box address. DHL provide pack station in their offices and Cx can ship items to such a pack station address. 

Contacting DHL: Always provide DHL Waybill or Tracking number in the Subject, or in email content. They cannot pull up an account with Suite number. You must provide them DHL Tracking number. 

Regards 
Subir 

----- Forwarded Message ----- 
From: "Subir Chakma" <[email-masked]> 
To: "Jeannina Ruth" <[email-masked]>, "Ronald Pedrosa" <[email-masked]>, "Mohd Subject: Check History - IMP & Urgent 

Hello All, 

We MUST check history, no matter how busy we are, no matter what status of the case is- new or old. 

Becauase we are not checking history, 

 - we have multiple tickets being handled by different agents for same case 

 - we have duplicate tickets pending thou issue has been resolved in another ticket 

 - wasting our time in investigation while realizing finally that matter has been resolved by another agent. 

 - multiple escalations to L2 & L3, which is not acceptable. 

LTK1221602396930X - Amandeep 

Handled on 7th. Should have checked for another ticket for same case under LTK1221602397112X. 

LTK1221602397112X - Kaeiara 
Handled case on December 9, 2014 and shud have checked history to avoid duplicate escalation L3. 

We got a complaint from L3. 

Regards 
Subir