Subject: Blx feedback
From: Subir Chakma <[email-masked]>
To: Sanjeev Khurma <[email-masked]>, Gurpreet Kaur <[email-masked]>, Kabir Uddin <[email-masked]>, Ratnam Sharma <[email-masked]>, Ankit Verma <[email-masked]>, Sumit Gogia <[email-masked]>, Anas Mohammad <[email-masked]>, "Raj S. Rawat" <[email-masked]>, Nitin Gupta <[email-masked]>, Devendra Madan <[email-masked]>, Amandeep Jangra <[email-masked]>, Alok Kumar <[email-masked]>, Sanjay Dutt <[email-masked]>, Vivian Guo <[email-masked]>, Ibrahim Usmani <[email-masked]>, "Kaeiara Blythe R. Delfino" <[email-masked]>, Gelna
Date: Tue, 15 Apr 2014 06:49:55 +0530 (IST)

LTK1221601008722X- Ankit: Hub responded to the ticket in AE on 2014-04-11. You took the ticket on April 14, 2014 and released it as Pending Internal. Why you did not attend the case as we have the response from Hub? Please explain. 

LTK122160988895X- Ankit: Same as above. Please explain. 

LTK1221601043520X- Devendra: We got a response from Hub on 2014-04-11. Why the Cx has not been responded until today 2014-04-15 (4 days now). Who's responsibility is to check the AE cases you forward to Hub. I have reminded you several times on this already. 

LTK1221601055144X - Ankit: Ticket left Pending Internal without a note. What are you doing with this ticket, and why basic procedure is not being followed. 

LTK1221601033414X- Ankit: What are you doing with this case. Please give me the summary of the case, and action taken to resolve it. 

LTK1221601050455X - Ankit: AE ticket raised on April 12, 2014, Hub responded and ticket closed in AE on April 14, 2014. 

There  issues: 

1) When you escalate to Hub, you must put a note in Ticket. Why is it missing in this? 

2) You closed AE with a note - Thanks will inform the customer. But I do not see a reply to Cx. Pls explain what happened here? 

3) If the case is closed, why ticket is Pending Internal. 

LTK1221601051494X- Gurpreet: Check your email again. It is completely blind copy paste here. 

1) Ticket number should have put in the email but instead you sent it as it is - Please do remember to mention your ticket number [TICKET NUMBER] . Why don't you proof read? 

2) Our paypal address is [email-masked] . Every one should be aware of. Why have you quoted the wrong address then- [email-masked] ? 

LTK122160998257X- Raj: Sometimes you need to use basic sense when you are getting error. None of your emails, 3 in total, since April 5, 2014 till April 12, has successfully been delivered. Did you try to realize it? Did you try to figure out why the emails are bounching back? 

It is clearly mentioned on customer account that his email address is [email-masked] . 

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Sanjeev:  You need to advise Cx that if they want to use the existing email for their new account, they can change the email first, and then re-use it. Cx is getting frustrated now. Please call him and resolve the issue on priority. 

Ankit: When Cx registered country is Bahrain, and he is trying to change to Qatar, which obviously is not possible, what purpose will a screen shot serve here? Can you advise what  you tried to do here? 

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  - Gurpreet: When you escalate cases  to Hub thru AE , please mark the ticket Pending internal, and put a note on the escalation you have done. Time line generally 3 days. Currently, you are NOT Putting notes to the Ticket. Why are you bypassing procedure? 

Regards 
Subir