Subject: RMA requests and Technical questions.
From: "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
To: "Sebastien Manin (SEMN)" <[email-masked]>, "Erich Torrild (ERTL)" <[email-masked]>, "[email-masked]" <[email-masked]>, shubham.paliwal <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, akihiko.yamamoto <[email-masked]>, Jiaojia Chen <[email-masked]>, pradeep.verma <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, "Sara Aknooni (SRAK)" <[email-masked]>
Date: Thu, 10 Sep 2020 13:01:13 +0000

Hi Team,

It has been noticed that we are receiving a lot of RMA requests from you. This week alone we have received 50 RMA requests which is quite high.
Agents should focus more on troubleshooting than easily informing the customer that you will check for warranty options.

Please make sure you follow the procedures below:

  1.  Perform all Troubleshooting steps.
  2.  Get confirmation from the customer if they have tried all steps.
  3.  Check Firmware and software versions for all digital products.
  4.  Search for similar issues in Zendesk
  5.  Search in internet to find solutions
  6.  If all the above steps didn't resolve the issue, ask the Team Leads to review the ticket if necessary or collect invoice
  7.  Inform the customer that we will check if we could replace the headset or not.
  8.  Write the ticket numbers in the Teams group chat for RMA approvals.

For all Physical damages, first please share the warranty policy to the customer and inform it is not covered under warranty but you will check once again
And write the ticket number in chat. And also I have seen Agents requesting us to approve RMAs for physical damages with a note "Other RMAs have been
approved for similar issue" please try to understand each physical damage case is different and we have to look case by case.

From today all the agents will follow the timings mentioned below to write your RMA request and technical questions:

Agent
Time
Yuko
3:30 pm JST
Yama
3:30 pm JST
Jessica
3:30 pm China time
Ismael
3:30 pm CET
Sebastien
3:30 pm CET
Pradeep
3:30 pm CET
Pravesh
3:30 EST
Shubham
3:30 EST

Best regards,
Josephine Veena Dorairaj
Technical Support Specialist
+45 4470 0119
+45 2168 4511
Sennheiser Communications A/S* Industriparken 27 * DK-2750 Ballerup * Denmark

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