Subject: SC 130 USB-C, No sound in right earcup
From: EPOS Global Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Thu, 22 Jul 2021 14:42:46 +0000

You are registered as a CC on this support request (160402). Reply to this email to add a comment to the request.

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Daniele Castiglioni, Jul 22, 2021, 14:42 UTC

Dear Ashish,

Please send the defective product to this address below and include your contact information and the fault description along with the reference **160402-RIN0000496**:

EPOS Audio India Pvt Ltd.
Site No 14 1st Main Road 2nd Block Goraguntepalya
Ext. PID No 11-29-14, Bangalore 560022

After the defective product has been inspected, we will contact you regarding the next steps.

We wish you a nice day!

Best regards,
**Daniele Castiglioni
EPOS Global Support**

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Ismael Zakaria, Jul 20, 2021, 9:12 UTC (private)

Total Duration 65
Disposition : Successful Call
Description:  Called the customer to conform the replacement will be a SC 130 USB C.   
URL:

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Ismael Zakaria, Jul 20, 2021, 9:12 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 508353(1)
**Process**: SLTR
**Service Center**: [email-masked]

**Remarks**:

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Ismael Zakaria, Jul 20, 2021, 9:10 UTC

Dear Ashish,

Thank you for the information.

We are processing the request
**SC 130 USB-C   -  508353**

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Ismael Zakaria, Jul 20, 2021, 9:03 UTC (private)

Total Duration 9
Disposition : Attempting Contact
Description:    
URL:

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Shrey Mehra, Jul 17, 2021, 17:08 UTC

Hi EPOS team,

Please find the required information below:

Company: MTX IT Consulting Services Pvt. Ltd
Name: Ashish Bhardwaj
Phone: +91-8057511960
E-mail: [email-masked]
Address line 1: F-205 Ace Aspire, Techzone 4, Amrapali Leisure Valley, Greater Noida, U.P, 201306, India
Address line 2:
City:
State/Province: Greater Noida
Zip Code: 201306
Country: India

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Ismael Zakaria, Jul 15, 2021, 13:06 UTC (private)

**_NEXT ACTION_**

**What**: Gathering Shipping details
**Who**: Ashish
**When**: 20/07/2021

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Ismael Zakaria, Jul 15, 2021, 13:05 UTC

Dear MTXB2B Team,

Thank you for the information.

Could you please provide us with the following information before we can proceed with the replacement process.

Company:
Name:
Phone:
E-mail:
Address line 1:
Address line 2:
City:
State/Province:
Zip Code:
Country:

Product: **SC 130 USB**
Article No.: **508314**
Quantity: **1**

Please note that in accordance with the warranty terms the defective product needs to be returned and inspected first, before a replacement can be ordered. We will send you further instructions regarding the returning later.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Josephine Veena, Jul 15, 2021, 12:49 UTC (private)

RMA approved for 1xSC 130 USB - 508314. Follow India warranty procedrues.

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Ismael Zakaria, Jul 15, 2021, 12:04 UTC (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_**: N
**_Consulted with the team lead_**: N

**Company Name**: MTX
**Contact person**: Ashish Bhardwaj
**Email**: [email-masked]
**Product name**: SC 130 USB-C
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: No sound in right ear cup
**Current status**:
Customer has purchased 200 units and 1 is faulty.
Customer does not have sound in one ear cup
Issue is permanent and it started from the first day of use
Customer was using docking station
Tested without the docking station and the issue was same
Using windows 10 Pro 20H2 OS Build 19042.1052
Installed EPOS Connect
SC 130 USB Firmware 44.05.31.31
All driver are up to date
Installed EC on other computers issue is still the same customer can hear from one side only

RMA for 1xSC 130 USB - 508314
Order on October 2020

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Ismael Zakaria, Jul 15, 2021, 11:51 UTC

Dear Ashish,

Thank you for your message.

We will update you sooner.

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Shrey Mehra, Jul 14, 2021, 11:12 UTC

Hi Ismael,

Please find the invoice attached below:

Thanks & Regards,

Attachment(s):
200 Type C headphones 2021.pdf - https://eposaudio.zendesk.com/attachments/token/9z6q6WdENMeUDCwXz9CXO0ndV/?name=200+Type+C+headphones+2021.pdf

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Ismael Zakaria, Jul 14, 2021, 11:06 UTC (private)

Total Duration 1065
Disposition : Successful Call
Description:  Troubleshooting done  
URL:

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Ismael Zakaria, Jul 14, 2021, 11:03 UTC (private)

**_NEXT ACTION_**

**What**: Gathering POP
**Who**: Ashish
**When**: 19/07/2021

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Ismael Zakaria, Jul 14, 2021, 11:03 UTC

Dear Ashish,

Thank you for your time over the phone.

Could you provide us with with the proof of purchase of your headset ?

We wish you a nice day!

Best regards,
Ismael Zakaria
EPOS Global Support

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Ismael Zakaria, Jul 14, 2021, 11:01 UTC (private)

**_CASE SUMMARY_**

**Company Name**: MTX
**Contact person**: Ashish Bhardwaj
**Email**: [email-masked]
**Product name**: SC 130 USB-C
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: No sound in right ear cup
**Current status**:
Customer does not have sound in one ear cup
Issue is permanent and it started from the first day of use
Customer was using docking station
Tested without the docking station and the issue was same
Using windows 10 Pro 20H2 OS Build 19042.1052
Installed EPOS Connect
SC 130 USB Firmware 44.05.31.31
All driver are up to date
Installed EC on other computers issue is still the same customer can hear from one side only

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Ashish Bhardwaj, Jul 12, 2021, 12:51 UTC

Hi Team,

Can you please call me again tomorrow between 2 PM - 3 PM IST.

Details::

**User Name - Ashish Bhardwaj**

**User's email address - [email-masked]**

**Contact no. - 8057511960**

 ![Company logo](https://storage.googleapis.com/signaturesatori/customer-C02c2vtqi/images/companyLogo/z42zw.png)
Ashish Bhardwaj

Senior QA Consultant

[email-masked] | +91-8057511960

MTX Group Inc.

 ![Twitter icon](https://storage.googleapis.com/signaturesatori/icons/twitter.png)   ![Facebook icon](https://storage.googleapis.com/signaturesatori/icons/facebook.png)   ![Linkedin icon](https://storage.googleapis.com/signaturesatori/icons/linkedin.png)

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Ismael Zakaria, Jul 12, 2021, 12:26 UTC (private)

**_NEXT ACTION_**

**What**: Customer to provide suitable time to call
**Who**: Ashish
**When**: 15/07/2021

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Ismael Zakaria, Jul 12, 2021, 12:26 UTC

Dear Ashish,

We hope you are doing great.

We have tried to call you but you were not available.

Please let us know your availability for a call back.

Best regards,
AJ Hurry
EPOS Global Support

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Ismael Zakaria, Jul 12, 2021, 12:24 UTC (private)

Total Duration 0
Disposition : Attempting Contact
Description:  Customer is not available we will try again the next day   
URL:

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Pritish Nandi, Jul 12, 2021, 12:16 UTC (private)

**Ismael Zakaria**​  - Please call this customer

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!*** Purnachander Kottoju was not explicitly added to the ticket by the requester or an agent. Learn more ***!

Purnachander Kottoju, Jul 10, 2021, 10:43 UTC (private)

Hi Team,

No update the on the given request, please update.

Regards

Purnachander

Get Outlook for Android

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AJ Hurry, Jul 9, 2021, 21:09 UTC (private)

**_CASE SUMMARY_**

**Company Name**: MTX
**Contact person**: Ashish Bhardwaj
**Email**: [email-masked]
**Product name**: SC 130 USB-C
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: No sound in right earcup
**Current status**:
- No sound in right earcup

**Next**:
T/S call needed between 11am-6pm IST at +91-8057511960.

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AJ Hurry, Jul 9, 2021, 21:08 UTC

Dear Ashish,

Thank you for the details. Please expect a call from us between 11-6 IST.

Best regards,
AJ Hurry
EPOS Global Support

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Ashish Bhardwaj, Jul 9, 2021, 5:04 UTC

Hi Team,

Thank you for your reply. Below are my contact details.

Name:: Ashish Bhardwaj
Phone Number : +91-8057511960
Time:  11::00AM  to 6::00 PM

 ![Company logo](https://storage.googleapis.com/signaturesatori/customer-C02c2vtqi/images/companyLogo/z42zw.png)
Ashish Bhardwaj

Senior QA Consultant

[email-masked] | +91-8057511960

MTX Group Inc.

 ![Twitter icon](https://storage.googleapis.com/signaturesatori/icons/twitter.png)   ![Facebook icon](https://storage.googleapis.com/signaturesatori/icons/facebook.png)   ![Linkedin icon](https://storage.googleapis.com/signaturesatori/icons/linkedin.png)

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AJ Hurry, Jul 8, 2021, 20:29 UTC (private)

**_CASE SUMMARY_**

**Company Name**: MTX
**Contact person**: Ashish Bhardwaj
**Email**: [email-masked]
**Product name**: SC 130 USB-C
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: No sound in right earcup
**Current status**:
- No sound in right earcup

**Next**:
Customer to confirm number/time for T/S call.

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AJ Hurry, Jul 8, 2021, 20:29 UTC

Dear Ashish,

Thank you for contacting EPOS Global Support. Please accept our sincere apologies for the delay in getting back to you. For your convenience we have created a **support ticket number 160402** for your inquiry.

We're very sorry to hear about the issues you've been experiencing with your SC 130 USB-C. In order to troubleshoot the issue, we'd like to give you a call. Could you let us know a good number and time for us to call you, please?

We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

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Pravesh Singh, Jul 8, 2021, 15:13 UTC (private)

Request #160431 "Chat with Shrey Mehra" was closed and merged into this request. Last comment in request #160431:

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Purnachander Kottoju, Jul 8, 2021, 13:36 UTC

Hi,

New SC 130 USB-C headset having issue with right side and no sound from the side.

Kindly check and replace the headphones.

SC 130  USB-C headset Serial number - 0149001704

Please find the below contact details.

**User Name - Ashish Bhardwaj**

**User's email address - [email-masked]**

**Contact no. - 8057511960**

**Purnachander**

Business Development Manager

# 306, Sai Ranga Bhaskar Residency,

Miyapur “X” roads, Miyapur, Hyderabad– 500049

![](https://eposaudio.zendesk.com/attachments/token/PqxGKPIfikHWuozLGoGW0t8TT/?name=image001.png)  +91 90300 80403
 ![](https://eposaudio.zendesk.com/attachments/token/VY0mdlEFfkNuZhb9PiCf9XCdS/?name=image002.png)  [email-masked]
 ![](https://eposaudio.zendesk.com/attachments/token/ih2Zt8MEAyillLVmXi5koX0NS/?name=image003.png)  www.brilyant.com

**![](https://eposaudio.zendesk.com/attachments/token/dxkmtas1PfqS7p0SrR8UZ1SNo/?name=image004.png)**

![LinkedIn icon](https://eposaudio.zendesk.com/attachments/token/HuW2qZ0Qwuq51aFA2UR052HAX/?name=image005.png)  ![Twitter icon](https://eposaudio.zendesk.com/attachments/token/oUrw5TISm4VarXADn1ZBPJLFZ/?name=image006.png)  ![Facebook icon](https://eposaudio.zendesk.com/attachments/token/gyDiIdLdYGgGcYhlmDCZ7Chfd/?name=image007.png)  ![Instagram icon](https://eposaudio.zendesk.com/attachments/token/ulCsUlsY8KOlhOfjAGMCRIT6u/?name=image008.png)

![Banner](https://eposaudio.zendesk.com/attachments/token/rNj6XLwnRG3GMlZ8HTyJABOjC/?name=image009.gif)

How am I doing? If you have any suggestion or feedback, please feel free to contact my manager [email-masked]

**Confidentiality Notice:** This e-mail and any attachments to it may contain confidential and/or legally privileged information, and are intended solely for the use of the individual or party to whom it is addressed. If you are not the intended recipient, you are informed that copying, distributing, forwarding, or disseminating any part of this e-mail or its attachments to anyone or using any contents is strictly prohibited. Please notify the sender by e-mail or telephone if you received this e-mail in error, and permanently delete this e-mail and all attachments to it from your system.

**From:** Shrey Mehra <[email-masked]>
**Sent:** 08 July 2021 18:57
**To:** Purnachander Kottoju <[email-masked]>; Suresh Reddy <[email-masked]>
**Cc:** MTX IT Operations <[email-masked]>; Harsh Sultania <[email-masked]>; Ashish Bhardwaj <[email-masked]>
**Subject:** Faulty Headset - Sennheiser SC 130 USB-C

Hi Purnachander,

We have provided a Sennheiser headset to one of our employee's and it's a brand new headset and the issue is the right side of the headphone is not working or the sound is not coming from the right side.

We procured **SC 160 USB-C** model headsets and in that lot we got one**SC 130 model** as well.

SC 130  USB-C headset Serial number - 0149001704

Please help us in this regard to fix the issue.

User details:

**User Name - Ashish Bhardwaj**

**User's email address - [email-masked]**

**Contact no. - 8057511960**

**Please find the invoice attached below:**

--

![](https://storage.googleapis.com/signaturesatori/customer-C02c2vtqi/images/companyLogo/z42zw.png)

**Shrey Mehra**

Executive - IT Support

[email-masked]|8556096275

MTX Group Inc.

![](https://storage.googleapis.com/signaturesatori/icons/twitter.png)  ![](https://storage.googleapis.com/signaturesatori/icons/facebook.png)   ![](https://storage.googleapis.com/signaturesatori/icons/linkedin.png)

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