LEVEL 01

Definition:

Any customer/retailer with below listed complaints –

Delay in getting replacement unit/loanerdevice/value added service.
Delay in response/no answer @service center
Any miscommunication to the customer
Pick and drop complaints.
Re-repair issues.
DOA/OBF issues.
Suggestions.
Update on any
unit under repair
Unclear process

Name: Onyinye, Customer executive head, Nigeria.
Email : Onyinye.Onu@ensureservices.com, nigeria.service@ensureservices.com.
Phone numbers: +2348077098610
Address: Ensure Services, 13, Obafemi AwolowoWay,Ikeja, Lagos, Nigeria

LEVEL 02

Definition:

Unsatisfactory response after level 1 escalation, Anyglitch in process map, any high value damage, Customercomplaints on front office/customer service agent. Anyunit to be delivered on emergency. Any immediaterequest from Sales team.

Name:
Prasanth Aravind – Head engineer and Deliverymanager – Apple services.
Thomas Joseph – Country head, Nigeria
Email : Prasanth.A@ensureservices.com, Thomas.Joseph@ensureservices.com.
Phone numbers: +2348110160701 (Prasanth)
+2348077098608 (Thomas)
Location: Nigeria

LEVEL 03

Definition:

Unsatisfactory response from level 2 escalation. Anylegal case implication. Sudden change in Salesprocess, any change in sell through data, Processchange request from Services, Documentation andreporting change request/data correction. Anycomplaint from retailer on mishandling any AppleWTY/OOW event.

Name: Kanishk Vardhan – Program manager, Apple services.
Email : Kanishk.vardhan@ensureservices.com
Phone numbers: +971504551829
Location: Dubai, U.A.E.

LEVEL 04

Definition:

Unsatisfactory response from Level 3 escalation. Any ignorance/delay in response toany problem of immediate concern. Any feedback atSenior management level.

Email : arun.kumar@ensureservices.com
Phone numbers: +971504522380
Location: Dubai, U.A.E.