Subject: LTK1221603142433X & LTK1221603116793X - Serious Error
From: subir chakma <[email-masked]>
To: chetan lanwani <[email-masked]>, Sumit Gogia <[email-masked]>, Ritesh Rana <[email-masked]>, anku saini <[email-masked]>, Subir Chakma <[email-masked]>
Date: Tue, 17 Mar 2015 12:22:23 +0530 (IST)

To all those marked in this email, 

I got a complaint from client and I am really shocked too. 

LTK1221603142433X- Chetan: You escalated the case to IT for payment error. 

The items are in US Suite and Cx is from US. Didn't you see there is something wrong? How can a US customer get a US Suite in the first place. How can he ship the items to US when he is himself from US? Make sense? 

Sumit- Most senior agent, failed to understand the simplest error here.  He chatted with Cx twice. 

Ritesh- Had you been more watchful it could have caught your eyes as well. 

LTK1221603116793X - Anku: Same Cx in another ticket. Biggest error is from you. 

  - You didn't ask the reason why should the customer want to  change the country. 

 - You didn't research the current  account properly, else you wud have realized that we changed country before as well for this Cx 

 - You didn't investigate that items are in US Suite, and he wanted to transfer to US registered account , which is not possible. 

 - Yu u didn't investigate why shipments got RTO'ed. This is important. 

Bypassing that many basics is really worrying. What ever we do here in BX, must be after careful consideration. Everything must have proper rasons, procedure. 

Not one, but that many errors is not acceptable at all from anyone.