Subject: FW: EPOS customer support survey - CSAT 1 or 2
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: "[email-masked]" <[email-masked]>
Cc: "Pritish Nandi (LSM)" <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Fri, 4 Feb 2022 11:51:53 +0000

Hi Pravesh,

Could you please elaborate why this RMA was declined? I guess because the product is out of warranty, but if the dongle was bricked during a firmware update, we should replace it.

Venlig hilsen / Best regards
Heta Nyrhinen (HNYR)
Project Manager, Global Support and Service
+45 4470 0148
EPOS Group A/S * Industriparken 27 * DK-2750 Ballerup * Denmark
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From: Epos Audio <[email-masked]>
Sent: 4. februar 2022 12:08
To: Heta Nyrhinen (HNYR) <[email-masked]>
Subject: EPOS customer support survey - CSAT 1 or 2

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Hi,

Customer support survey received a bad CSAT value. Check the ticket and response from below and see what actions need to take place.

Zendesk ticket: https://eposaudio.zendesk.com/agent/tickets/197646
Agent: Bharat Bhattacharya

Answer summary including all questions.

197646 (Zendesk Ticket #197646, External response)

Page1

How was your experience with Epos Audio?

2

Page2

What areas affected your score?

Warranty
Website content

Page3

Do you feel like we resolved your issue?

No

Page4

What did you like about our service, and where can we improve?

You can improve on customer care. If you want to keep customers you should really be more flexible with warrantys when the problem is on your side.

When i had my logitech headset they sent me a brand new headset even when it wasnt covered by my warranty anymore, cause the product had a flaw.
Your software had a flaw, bricked my dongle/receiver, yet i am responsible for the costs. It's not much money but its just the principle of having to buy it again when i didnt cause the damage.

Where can we improve, and what did you like about our service?

The recipient did not answer this question.