Subject: LTK1221603459706X - Complaint ticket ~ Sanjay, Ritesh, Chetan
From: subir chakma <[email-masked]>
To: Sanjay Dutt <[email-masked]>, chetan lanwani <[email-masked]>, Ritesh Rana <[email-masked]>
Date: Sun, 5 Apr 2015 11:36:03 +0530 (IST)

LTK1221603459706X- Agents involved: Sanjay, Ritesh, Chetan 

Sanjay- Email ws sent to @claims. Though it may not be a claim case, you are suppose to respond to DHL. You rightly re-allocated to L1 but did nothing after that . 

Second issue is you attended after 2 days. Email was sent on April 2, 2015 but handled only on April 4, 2015. You were working on both the days. 

All tickets in your skills must be zeroed at EOD, everyday. 

Ritesh: Took the ticket on April 4, 2015, simply released it as PI without any action. Causing a delay of another day on a time sensitive case. No notes, no acknowledgement.. 

Chetan: I've assigned the ticket to you during routine allocation and you did the right thing by putting a note and escalating the matter to L2. 

However, firstly the matter was  simple and and is doable at L1. If the customer under-decla r e   the item value, we will NOT pay the extra duty/tax on revised amount. We agreed to pay duty/tax only on declared amount. Therefore, Cx is liable to pay those exytra  charges that customs re-calculated . Thats all you needed to inform Neil & Cx at the same time. 

Additionally, no acknowledgement sent to Neil which is mandatory as per my earlier update. Both Ritesh & Chetan. 

Sorry, I'll be inducting this ticket in agents complaint (internal) for not following the procedure and causing unnecessary delay in the response to a simple ticket. 

If you had done a little research, there is a duplicate ticket on same case- LTK1221603484156X