Subject: Presence Grey UC, Windows 10, Call disconnect
From: EPOS Global Support <[email-masked]>
Cc: Heta Nyrhinen <[email-masked]>, Marika Fujita <[email-masked]>
Date: Fri, 07 May 2021 05:53:53 +0000

##- Please type your reply above this line -##

You are registered as a CC on this support request (144150). Reply to this email to add a comment to the request.

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Matthew Broadley, 7 May 2021, 15:53 GMT+10 (private)

**Heta Nyrhinen**​ Potential density issue, need to gather number of BT devices and 2.4gHz signals within the 10-20m radius arround the dongle.
Replacment of the same device is unlikley to resolve the issue. If use case permits, another device may resolve the issue.

**Marika Fujita**​ Please ask for the number of BlueTooth devices within 10-20m of the dongle/headset and if the user is running a 2.4gHz Wifi signal nearby.

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Heta Nyrhinen, 5 May 2021, 20:31 GMT+10 (private)

CS UK confirmed that both items were returned on 23/3/21. Matthew, please review if all necessary troubleshooting has been done.

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Heta Nyrhinen, 5 May 2021, 20:22 GMT+10 (private)

On ticket #128458 it looks like the customer didn't return the faulty product and the incorrectly sent replacement product. I'm checking with CS for further details before proceeding.

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Marika Fujita, 5 May 2021, 19:40 GMT+10 (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence Grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- Currently disconnecting once an hour
- Cross tested with another laptop connecting the dongle, same issue
- Cross tested with mobile phone, there is no issue
- FW all up to date (Presence: 1.1.4, BTD 800: 2.16.7)
- The headset is fully charged
- Reset and repair the device, nothing change
- Tested the headset with another BTD from an older Presence headset with the same issues.
- LED of BTD 800 does occasionally go purple when a call is in progress
- Music is working
- Using MS Teams and Zoom
- Checked Default Headset and Default Softphone in EPOS Connect
- SN: 0041235256 (No device ID)
- It seems the dongle has issue but customer said more specifically this headset and the dongle together seem to have a connection issue.
- Verified the phone number

* * *
- RMA denied because we already replaced the product twice, we can't replace it now.
- Customer provide us feedback below and want to raise a complaint and hear from a manager on the level of service he has received.

- The duration that it took to arrive at the original warranty claim
- EPOS sending the incorrect product in the first instance.
- Being given conflicting information from different EPOS agents on the collection of the faulty and incorrect replacement product.
- The final replacement product having worse performance than the same model of headset that's over 5 years old that I am now using.
- I've stopped using your replacement product as I can't use it effectively for work.

**Next: **
L2, please talk with the customer about his feedback and our policy

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Marika Fujita, 5 May 2021, 19:38 GMT+10 (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence Grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- Currently disconnecting once an hour
- Cross tested with another laptop connecting the dongle, same issue
- Cross tested with mobile phone, there is no issue
- FW all up to date (Presence: 1.1.4, BTD 800: 2.16.7)
- The headset is fully charged
- Reset and repair the device, nothing change
- Tested the headset with another BTD from an older Presence headset with the same issues.
- LED of BTD 800 does occasionally go purple when a call is in progress
- Music is working
- Using MS Teams and Zoom
- Checked Default Headset and Default Softphone in EPOS Connect
- SN: 0041235256 (No device ID)
- It seems the dongle has issue but customer said more specifically this headset and the dongle together seem to have a connection issue.
- Verified the phone number

* * *
- RMA denied because we already replaced the product twice, we can't replace it now.
- Customer provide us feedback below and want to raise a complaint and hear from a manager on the level of service he has received.

**Next: **
L2, please talk with the customer about his feedback and our policy

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Marika Fujita, 5 May 2021, 19:33 GMT+10

Dear Mark,

Thank you for your response.

I will escalate to our team and they will be the one to communicate with you regarding your feedback.

We appreciate your patience.

Kind regards,
Marika Fujita
EPOS Global Support​​

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Mark Goudie, 5 May 2021, 18:57 GMT+10

Hello Marika,

Thank you for the note. I have already attempted both of these exercises to correct this issue and have been very disappointed with service from EPOS:

- The duration that it took to arrive at the original warranty claim
- EPOS sending the incorrect product in the first instance.
- Being given conflicting information from different EPOS agents on the collection of the faulty and incorrect replacement product.
- The final replacement product having worse performance than the same model of headset that's over 5 years old that I am now using.
- I've stopped using your replacement product as I can't use it effectively for work.

Given this level of service, I'd like to raise a complaint and hear from a manager on the level of service I've received.

Kind Regards,

Mark Goudie

* * *

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Marika Fujita, 3 May 2021, 15:05 GMT+10 (private)

**_NEXT ACTION_**

**What**: I informed that we cannot replace this time.
**Who**: Mark
**When**: 06/05/2021

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Marika Fujita, 3 May 2021, 15:04 GMT+10

Dear Mark,

We hope you are doing great.

We are sorry to inform you that this time we are not able to replace the product because we already swap it once.

Could you please try to reset and re-pair both Presence Grey and BTD 800 following the steps below?
Resetting the Presence
How to reset BTD 800 Series

Again, please accept our deepest apologies for any inconvenience and disappointment caused and look forward to hearing from you.

Kind regards,
Marika Fujita
EPOS Global Support​​

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Josephine Veena, 29 Apr 2021, 00:48 GMT+10 (private)

We already replaced the product twice, we can't replace it now.

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Marika Fujita, 28 Apr 2021, 12:52 GMT+10 (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**_REASON FOR TRANSFER_**: RMA Approval
**_Transfer to L2 article is checked_**: Y
**_User manual checked_**: Y
**_Knowledge base checked_**: Y
**_Zendesk old tickets checked_**: Y
**_Consulted with the team lead_**: N

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence Grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- Currently disconnecting once an hour
- Cross tested with another laptop connecting the dongle, same issue
- Cross tested with mobile phone, there is no issue
- FW all up to date (Presence: 1.1.4, BTD 800: 2.16.7)
- The headset is fully charged
- Reset and repair the device, nothing change
- Tested the headset with another BTD from an older Presence headset with the same issues.
- LED of BTD 800 does occasionally go purple when a call is in progress
- Using MS Teams and Zoom
- Checked Default Headset and Default Softphone in EPOS Connect
- SN: 0041235256 (No device ID)
- It seems the dongle has issue but customer said more specifically this headset and the dongle together seem to have a connection issue.
- Verified the phone number

**Next: **
L2 to check RMA

Invoice 4792722
PDF

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Marika Fujita, 28 Apr 2021, 12:49 GMT+10

Dear Mark,

Thank you for the phone call earlier.

Currently, we are checking the warranty status and procedure for the headset and we will get back to you as soon as we have any update.
We really appreciate your patience and we will contact you shortly.

We wish you a nice day!

Kind regards,
Marika Fujita
EPOS Global Support

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Dheeraj Tripathi, 28 Apr 2021, 01:36 GMT+10 (private)

Total Duration 155
Disposition : Successful Call
Description:  Verification done  
URL:

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Marika Fujita, 27 Apr 2021, 13:15 GMT+10 (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence Grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- Currently disconnecting once an hour
- Cross tested with another laptop connecting the dongle, same issue
- Cross tested with mobile phone, there is no issue
- FW all up to date (Presence: 1.1.4, BTD 800: 2.16.7)
- The headset is fully charged
- Reset and repair the device, nothing change
- Tested the headset with another BTD from an older Presence headset with the same issues.
- LED of BTD 800 does occasionally go purple when a call is in progress
- Music is working
- Using MS Teams and Zoom
- Checked Default Headset and Default Softphone in EPOS Connect
- SN: 0041235256 (No device ID)
- It seems the dongle has issue but customer said more specifically this headset and the dongle together seem to have a connection issue.

**Next: **
Need to verify the phone number

Invoice 4792722
PDF

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Mark Goudie, 26 Apr 2021, 19:53 GMT+10

Hi Marika,

I used the box to return the faulty item to yourselves safely. What I do have is the following note from the delivery slip that came with it:

Presence Grey UC pcs Single Sided BT headset w dongle EAN: 5714708004615 1000660 1 Order no.: SUK000005603 1 Customer PO: RUK1209/RMA 128458 Serial no.: 0041235256

Thanks,

Mark

* * *

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Marika Fujita, 26 Apr 2021, 19:09 GMT+10 (private)

**_NEXT ACTION_**

**What**: Asking for SN and ID.
**Who**: Mark
**When**: 29/04/2021

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Marika Fujita, 26 Apr 2021, 19:09 GMT+10

Dear Mark,

Thank you for confirming. I understand your email.

One more thing, I need to confirm about the serial number and device ID. You can find the information from the box which we sent.

Could you please take a photo and share with us?

We are sorry for the inconvenience that we have cause you and thank you for your understanding.

Kind regards,
Marika Fujita
EPOS Global Support

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Mark Goudie, 26 Apr 2021, 19:01 GMT+10

Hi Marika,

I can confirm that those details below are correct. I think you are correct, but more specifically this headset and the dongle together seem to have a connection issue.

Thanks,

Mark

* * *

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Marika Fujita, 26 Apr 2021, 18:58 GMT+10 (private)

**_NEXT ACTION_**

**What**: Confirming the address.
**Who**: Mark
**When**: 29/04/2021

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Marika Fujita, 26 Apr 2021, 18:58 GMT+10

Dear Mark,

Thank you for getting back to us.

We sincerely apologize for the inconvenience you have experienced with our warranty process.

It seems that the dongle has issue because as you mention in previous email  when you connect Presence Grey to your mobile phone, both range and connection strength are good and the issue is happening when you connect to the PC.

I will check the warranty status with our team again, could you please confirm us with the following information before we can proceed with the replacement process?

**Name: Mark Goudie**
**Phone: 07827882574**

**Email: [email-masked]​ ​**

**Address line 1: 6 Anderside**

**Address line 2: East Kilbride**

**Postal Code: G75 0DZ**

**City: Glasgow**

**State/Province: South lanarkshire**

**Country: EMEA::UK**

Hoping to hear from you soon.

Kind regards,
Marika Fujita
EPOS Global Support

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Marika Fujita, 26 Apr 2021, 18:48 GMT+10 (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence Grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- currently disconnecting once an hour
- Cross tested with another laptop and connect the dongle, same issue
- Cross tested with mobile phone, there is no issue
- FW all up to date (Presence: 1.1.4, BTD 800: 2.16.7)
- The headset is fully charged
- Reset and repair the device, nothing change
- Tested the headset with another BTD from an older Presence headset with the same issues.
- LED of BTD 800 does occasionally go purple when a call is in progress
- Music is working
- Using MS Teams and Zoom
- Checked Default Headset and Default Softphone in EPOS Connect

**Next: **
Need to verify the phone number

Attachment(s):
Invoice 4792722.pdf - https://eposaudio.zendesk.com/attachments/token/WBBa38UHP4aixh11BuJN2ODhu/?name=Invoice+4792722.pdf

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Mark Goudie, 23 Apr 2021, 19:40 GMT+10

Hi Marika,

It is currently disconnecting once an hour. I have used the headset with two different BTD connections. The one that came with it and an older one from an old presence unit. I have the same issue on connection range and interruptions with both.

I don't currently have that issue when it's connected to my mobile. Both range and connection strength are good.

I should also note that EPOS had accidently sent out a headset only unit, that I paired with an old dongle and did not have this issue with that unit before I returned it.

The Windows 10 build is 1909.

I've been disappointed with this warranty process - first having the incorrect replacement, then an issue with this item and the timelines and delays involved.

Your help to resolve this would be greatly appreciated as I rely on this device for my day to day work.

Thanks,

Mark

* * *

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Marika Fujita, 23 Apr 2021, 15:21 GMT+10 (private)

**_NEXT ACTION_**

**What**:
- May I know how often the call disconnect when you are on MS Teams or Zoom?
- Also, if you do not use BTD 800, are you still facing the same issue?
- In addition, could you please let us know the version of Windows 10?
**Who**: Mark
**When**: 28/04/2021

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Marika Fujita, 23 Apr 2021, 15:21 GMT+10

Dear Mark,

Thank you for getting back to us.

May I know how often the call disconnect when you are on MS Teams or Zoom?

Also, if you do not use BTD 800, are you still facing the same issue?

In addition, could you please let us know the version of Windows 10?
How to check Windows version

Looking forward to hearing from you.

Kind regards,
Marika Fujita
EPOS Global Support

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Marika Fujita, 23 Apr 2021, 15:12 GMT+10 (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence Grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- FW all up to date (Presence: 1.1.4, BTD 800: 2.16.7)
- The headset is fully charged
- Using the BTD 800
- Reset and repair the device
- Cross tested with another laptop and with mobile. Better performance on the mobile. Same performance on the other laptop.
- Tested the headset with another BTD from an older Presence headset with the same issues.
- LED of BTD 800 does occasionally go purple when a call is in progress
- Music is working
- Using MS Teams and Zoom
- Checked Default Headset and Default Softphone in EPOS Connect
- The connection issue (distance from source that the headset is effective from) is less than the other versions I've had. Including the older version of the presence headset I can use as a comparison.

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Mark Goudie, 22 Apr 2021, 18:10 GMT+10

Hello Marika,

I'm using MS Teams but also experience the issue with Zoom.

And the connection issue (distance from source that the headset is effective from) is less than the other versions I've had. Including the older version of the presence headset I can use as a comparison.

Thanks,

Mark

* * *

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Marika Fujita, 22 Apr 2021, 16:54 GMT+10 (private)

**_NEXT ACTION_**

**What**: I asked which SF he is using and also check EC setting.
**Who**: Mark
**When**: 27/04/2021

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Marika Fujita, 22 Apr 2021, 16:53 GMT+10

Dear Mark,

Thank you for your reply. We appreciate the information you have provided.

Could you please let me know which softphone are you using when you use your laptop? (Skype, MS Teams etc..)

Also, please check Default Headset and Default Softphone in EPOS Connect. Kindly select the correct one.
 ![](https://eposaudio.zendesk.com/attachments/token/xdTomdcMOP4Jj5Oq1VoIwRYWS/?name=inline1133360877.png)

Looking forward to hearing from you.

Have a nice day!

Kind regards,
Marika Fujita
EPOS Global Support

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Marika Fujita, 22 Apr 2021, 14:30 GMT+10 (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence Grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Windows 10
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- FW all up to date (Presence: 1.1.4, BTD 800: 2.16.7)
- The headset is fully charged
- Using the BTD 800
- Reset and repair the device
- Cross tested with another laptop and with mobile. Better performance on the mobile. Same performance on the other laptop.
- Tested the headset with another BTD from an older Presence headset with the same issues.
- LED of BTD 800 does occasionally go purple when a call is in progress
- Music is working

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Mark Goudie, 21 Apr 2021, 19:30 GMT+10

Hello Marika,

I’ve provided some responses below:

1. Is the headset fully charged: Yes it is.
2. Are you using PC or Mac? What is the version of the Operating system. PC and Windows 10.
3. What is the Firmware version of the headset and dongle in EPOS Connect:
(Please share the screenshot) ![](https://eposaudio.zendesk.com/attachments/token/qSUBRBE3YHnFTSajAZhABk0RG/?name=image001.png)
4. Are you using connecting with BTD 800 or Direct Bluetooth connection: I’m using the BTD 800.
5. Did you try to reset the device: Yes I have.
6. Did you try to re-pair the device: Yes I have
7. Did you Cross test with another device: I’ve cross tested with another laptop and with my mobile. Better performance on the mobile. Same performance on the other laptop. I have also tested the headset with another BTD from an older Presence headset with the same issues.
8. What is the LED Status on HS and BTD 800 (If any): I’ve not observed anything on the HS but the BTD does occasionally go purple when a call is in progress.
9. If Music is working: Yes music is working.

Thanks,

Mark

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Marika Fujita, 21 Apr 2021, 18:21 GMT+10 (private)

**_NEXT ACTION_**

**What**: I asked below:
1. Is the headset fully charged:
2. Are you using PC or Mac? What is the version of the Operating system:
3. What is the Firmware version of the headset and dongle in EPOS Connect:
(Please share the screenshot)
4. Are you using connecting with BTD 800 or Direct Bluetooth connection:
5. Did you try to reset the device:
6. Did you try to re-pair the device:
7. Did you Cross test with another device:
8. What is the LED Status on HS and BTD 800 (If any):
9. If Music is working:
**Who**: Mark
**When**: 26/04/2021

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Marika Fujita, 21 Apr 2021, 18:21 GMT+10

Dear Mark,

Thank you for contacting EPOS Global Support.
For your convenience we have created **support ticket number 144150** for your inquiry.

We are sorry to hear that you are experiencing problems with Presence grey again.

In order to understand and help you further could you please answer the following questions:

1. Is the headset fully charged:
2. Are you using PC or Mac? What is the version of the Operating system:
3. What is the Firmware version of the headset and dongle in EPOS Connect:
(Please share the screenshot)
4. Are you using connecting with BTD 800 or Direct Bluetooth connection:
5. Did you try to reset the device:
6. Did you try to re-pair the device:
7. Did you Cross test with another device:
8. What is the LED Status on HS and BTD 800 (If any):
9. If Music is working:

I am sorry for asking too many questions but it would help us find the issue to assist better.

Looking forward to your reply soon.

Kind regards,
Marika Fujita
EPOS Global Support

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Marika Fujita, 21 Apr 2021, 18:10 GMT+10 (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Mark Goudie
**Email**: [email-masked]
**Product name**: Presence grey business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Call disconnect
**Current status**:
- Follow-up previous request #128458
- We replaced it in March 2021 due to Power off
- Purchased from Insight on 27/03/2020
- He is having another issue.
- There's been reducing range coverage and now infrequent disconnections of calls.
- FW updated

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Mark Goudie, 21 Apr 2021, 01:36 GMT+10

This is a follow-up to your previous request #128458 "Presence grey business, Pow..."

Hi Daniele,

I hope you're well and apologies for reopening this ticket. I've been using the headset for a couple of weeks, and there's been reducing range coverage and now infrequent disconnections of calls. I've downloaded and installed the latest dongle update in the hope that this would address it but it hasn't.

So a believe a third and hopefully final replacement device is required.

Thanks,

Mark

* * *

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