Subject: Tickets 123270 and 131597
From: Arjun Hurry <[email-masked]>
To: "Heta Nyrhinen, HNYR" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, Pravesh Singh <[email-masked]>
Date: Wed, 24 Feb 2021 17:00:25 -0700 (MST)

Hi All, 

I have a bit of an odd case here, and would value your advice please (123270, call recording on 131597). 

The customer's kid had a PC 373D that broke, and so she called Sennheiser. She was recommend the Game One as a replacement, since "it's basically the same". It obviously wasn't, and both the parents and kid were really disappointed, but they stayed with the brand until the Game One developed sound issues. A RMA was approved, but UPS left the HS at the front door, on a busy public street, and she hasn't been able to find it. 

All of this has severely impacted her confidence in our headsets and support. I realize we could probably investigate the delivery with UPS and ship her a replacement, but can we do more? 

@Pravesh - the customer is recovering from a concussion, so she finds phone calls easier to deal with. Her number and availability info is on 123270; let's coordinate offline on calling her back with updates. BTW, she said her prior call with you was very good. 

Best Regards, 
AJ