Subject: H3 Pro Hybrid, PC, Crackling noise when the boom arm is used
From: EPOS Global Support <[email-masked]>
Cc: Ismael Zakaria <[email-masked]>
Date: Tue, 27 Sep 2022 09:17:42 +0000

You are registered as a CC on this support request (245903). Reply to this email to add a comment to the request.

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Josephine Veena, Sep 27, 2022, 09:17 UTC (private)

Please inform the customer that our Quality team tested the headset and they concluded that they couldn't find any crackling noise in the boom arm.

We will ship back the same headset.

**Ismael Zakaria** Please let me know what customer replies and then I will ship the headset

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Josephine Veena, Sep 27, 2022, 09:15 UTC (private)

Quality closed the ticket as cannot reproduce.

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Josephine Veena, Sep 20, 2022, 10:23 UTC (private)

Quality to update the Jira ticket

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Josephine Veena, Sep 16, 2022, 12:56 UTC (private)

Tested the headset:
There is noise when we speak in the mic.
Quality case created.

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Olyvia Malakar, Sep 16, 2022, 07:43 UTC (private)

Faulty delivered at HQ on 15/09/2022. Assigned ticket back to agent.

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Olyvia Malakar, Sep 6, 2022, 11:04 UTC (private)

_**NEXT ACTION**_

**What**: Sent return label for HQ 1Z609FR69104518739
**Who**: Julien
**When**: 14-09-2022

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Olyvia Malakar, Sep 6, 2022, 11:04 UTC

Bonjour M. Julien,

nous avons attaché une étiquette de retour électronique dans ce courrier électronique afin de nous faire parvenir votre produit défectueux.

Veuillez noter que cette étiquette de retour est valable 7 jours.

Cordialement,
Olyvia Malakar
EPOS Global Support

Attachment(s):
245903.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/mH0dCs63IZsjSYle7oYRYPkSU/?name=245903.pdf

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Josephine Veena, Sep 2, 2022, 12:51 UTC (private)

Collect the Hs to HQ.

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Ismael Zakaria, Sep 2, 2022, 12:28 UTC (private)

**CASE SUMMARY**

**Contact person:** Theron Julien
**Phone:** +33699145171
**Email:** [email-masked]
**Product name:** H3 Pro Hybrid FW 1.3.3 GS GS: 1.10.0
**Number of Products:** 1
Environment: PC Win 10
**Issue:** The customer is not happy and complaining about the replacement product
The replacement is having exact same issue
The device is crackling when he is trying to speak on the mic
The customer will not do any TB again
He requested to collect the device and get it verified first before sending it back to him
He said he has been told by an agent that there is a known issue with the H3Pro Hybrid
Fw of the new headset was updated to 1.3.3

**Current status: The customer** received a replacement product under ticket #236834 and they reported a technical problem with the new product.
L2 to confirm: Can we collect the headset to HQ for testing before sending it back to the customer
This is the 3rd headset the customer has received
He has GSP 670 which is working well.

Attachment(s):
Epos.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/cGQ7c6PWmnc0cnmVmTuVKNmNG/?name=Epos.pdf

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Ismael Zakaria, Sep 2, 2022, 12:19 UTC

Bonjour M. Julien,

Merci d'avoir contacté le support technique EPOS. Votre ticket porte la **référence 245903**.

Comme  convenus, j'aurai ce tricket en ma disposition.
Je verifie avec l'equipe concernant ce probleme et je vous reviens tres vite.

Vous pouvez nous joindre en répondant à cet email ou en appelant directement du lundi au vendredi, entre 8:00 et 17:00, notre assistance téléphonique sur le +33170610386

Nous vous souhaitons une agréable journée.

Cordialement,
Ismael Zakaria
Support Technique EPOS

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Aparna Jain, Sep 2, 2022, 10:51 UTC (private)

**CASE SUMMARY**

**Contact person:** Theron Julien
**Phone:** +33699145171
**Email:** [email-masked]
**Product name:** H3 Pro Hybrid,
**Number of Products:** 1
**Issue:** The customer is not happy and complaining about the replacement product
The replacement is having exact same issue
The device is crackling when he is trying to speak in the mic
Customer will not do any TB again
He requested to collect the device and get it verified first before sending it back to him
He said he has been told by an agent that there is a known issue with the H3Pro Hybrid
Fw of the new headset was updated to 1.3.3

**Current status:** Customer received a replacement product under ticket #236834 and they reported a technical problem with the new product. Please contact the customer for troubleshooting.

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