Subject: Serious issues in handling tickets- IMP & URGENT
From: Subir Chakma <[email-masked]>
To: "Ahmed Mohd" <[email-masked]>, "Amandeep Jangra" <[email-masked]>, amitchatterjee <[email-masked]>, "Chetan Lalwani" <[email-masked]>, "Gelna Genosolango" <[email-masked]>, "Iftekhar Ahmed" <[email-masked]>, Jessica yan <[email-masked]>, Jupiter Wu <[email-masked]>, "Kartik p . rao" <[email-masked]>, "Mustafa Fouad. Serageldien" <[email-masked]>, "Ravikant Saini" <[email-masked]>, "Sameek Chakraborty" <[email-masked]>, "Subir Chakma" <[email-masked]>, "Sumit Gogia" <[email-masked]>, "Ahmed Abdalsamad Mohammed. A
Date: Sat, 19 Sep 2015 21:03:49 +0530 (IST)

Hello, 

DO NOT LEAVE TICKETS IN YOUR QUEUE. YOU MUST COMPLETE ALL TICKETS ASSIGNED TO YOU EVEN IF YOU HAVE TO EXTEND. I AM SEEING DELAY IN RESPONSE BY 2-3 DAYS BECAUSE WE ARE NOT COMPLETING THE ASSIGNED TICKETS AND LEAVING THEM IN WORKSPACE. THIS IS NOT ACCEPTABLE. 

CLIENT IS COMPLAINING AGAIN AND AGAIN DUE TO DELAY IN OUR RESPONSES. 

- BBB COMPLAINT DUE TO DELAY IN RESPONSE 
- COMPLAINT TO KATERINA BY DHL LB FOR DELAY IN RESPONSE 
- COMPLAINT TO CEO OF BLX FOR DELAY IN RESPONSE 

All above cases were avoidable. 

LTK1221604496717X - Daisy, September 17, 2015, left the ticket unattended causing serious delay. 
LTK1221604496062X - Amit, Was supposed to be escalated to L3 but was left pending internal causing serious delay. 
LTK1221604499015X - Mustafa, put back to queue. 
LTK1221604499015X - Mustafa, put back to queue. 

LTK1221604449708X - Amandeep. BBB complaint because of your mishandling. You put a note on September 11 "awaiting outcome on trace results from Neil" and then you did not followup with DHL or customer till date and as Cx did not received any response to his issue as promised before, felt cheated and filed a BBB complaint. It is very important to keep the customer updated, and maintain followup with DHL as instructed with 2/2/2 days reminders. If you still don't receive a response, escalate to L2/L3. 

LTK1221604450658X - 
Assigned to M u stafa on Sep 15 but transit it out to Wafi. 
Wafi release it pending internal without any response on September 16 
Assigned to Sameek who put it back to queue without any response on September 17 
Assigned to Iftekhar who transferred it out to Wafi on September 17 
Wafi released it as Pending Internal on 18th 
Wafi again released it as Pending Internal on 19th 

Till date no one responded to the customer to an email dated Sep 15th. 

ARE YOU ALL CRAZY. NEXT TIME I SEE ANYONE DOING IT, WILL SEND THEM TO THE MANAGEMENT TO EXPLAIN YOURSELF. THIS IS MY LAST WARNING AND I WILL NOT EXCUSE IT NEXT TIME AROUND 

Regards