Subject: PC 8 USB, PC, Warranty claim
From: EPOS Global Support <[email-masked]>
Cc: Anupam Tiwari <[email-masked]>
Date: Tue, 26 Oct 2021 12:10:50 +0000

You are registered as a CC on this support request (178943). Reply to this email to add a comment to the request.

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Josephine Veena, Oct 26, 2021, 12:10 UTC (private)

I wrote on 19th that "There is no issue details in the ticket. And also without invoice it will be difficult to check the warranty period. I am checking with Sales to see if the customer purchased through our direct distributors."

**Anupam Tiwari**​ why you haven't corrected the issue details
Why the customer hasn't been informed that without invoice we cannot do warranty.

And 3rd point: Sales confirmed they haven't sold PC 8  to any customers with 3 yrs of warranty.

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Anupam Tiwari, Oct 21, 2021, 10:24 UTC (private)

**_NEXT ACTION_**

**What**: L2 is investigating
**Who**: Josephine
**When**: 25/10/2021

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Anupam Tiwari, Oct 21, 2021, 10:22 UTC

Dear Rahul,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 178943** for your inquiry.

Your request is currently being processed and we will be coming back to you shortly. In the meantime, should you have any questions feel free to reply to this email.

Please do not hesitate to contact us if you have any further questions. You can reach us by answering to this email or by calling us directly from Monday to Friday between 8 AM to 5 PM on our support number +91 120 4184843

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Josephine Veena, Oct 19, 2021, 9:54 UTC (private)

There is no issue details in the ticket. And also without invoice it will be difficult to check the warranty period. I am checking with Sales to see if the customer purchased through our direct distributors.

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Rahul Chandra, Oct 18, 2021, 14:55 UTC

As I have already discussed on the call, It will be tough for us to provide invoice details as we have a huge volume of consumption, and it is bit tedious for us to track the material with the invoice.

We are procuring the same headsets almost 6-7 times in a year with quantity bracket from 100-250.

Being an enterprise customer, request you to ease up this process for us. We won't be able to provide you invoice with serial numbers for claiming warranty.

Thanks and Regards

Rahul Chandra

Note: My working hours are from 2:30AM to 11:30AM EST.

eClinicalWorks

The largest cloud-centric, fully integrated EHR for physicians, population health, and patient engagement.

2 Technology Drive | Westborough, MA 01581

T: 508-475-0450 x15002   ![](cid:[email-masked])  ![](cid:[email-masked])  ![](cid:[email-masked])

[email-masked] | www.eclinicalworks.com

**130,000**+ physicians | **80,000**+ facilities | **17** Davies Award Winners |

The most widely adopted cloud-based EHR in the U.S. ambulatory market according to Frost & Sullivan

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Anupam Tiwari, Oct 18, 2021, 12:24 UTC (private)

**_NEXT ACTION_**

**What**: need to send SN for all faulty HS, Along with POP, shipping.
**Who**: Rahul
**When**: 21/10/2021

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Anupam Tiwari, Oct 18, 2021, 12:24 UTC

Dear Rahul,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 178943** for your inquiry.

We are sorry to hear that you are experiencing problems with PC 8 headset.

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.

As per your issue, could you please provide us with the following information:
- Please create an excel and list down all serial no of headset with fault.
- As per PC 8 headset, you may locate serial number on the left earcup under the ear cushion on the warranty sticker below bar-code.
- Please share proof of purchase in .pdf format for warranty review.

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

Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Pritish Nandi, Oct 18, 2021, 12:02 UTC (private)

They need to send SN for all faulty HS, Along with POP, shipping.
Also, they need to mention issues with each Headset.

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Bharat Bhushan, Oct 18, 2021, 8:27 UTC (private)

Duplicate Ticket: 179759
Unable to log the Inbound call notes using TD due to TD error

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Bharat Bhushan, Oct 18, 2021, 8:26 UTC (private)

**Inbound Call Notes:** Customer has 6 faulty HS and inquired about warranty process.
- Customer has more than 1000 HS purchased at different time and was not sure which invoice is related to the faulty HS.
- Customer also mentioned, they are regularly purchasing multiple HS and it is hard to keep a track of associated Invoice and was looking for an alternate
- Informed, we will check with the team and will get back to him shortly.

Customer Name: Rahul Chandra
Customer Contact No. +91-971-443-9393
Company Name: eClinicalWorks

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Anupam Tiwari, Oct 18, 2021, 7:50 UTC (private)

**_NEXT ACTION_**

**What**: 1st follow up email sent, L1 to call user
**Who**: Rahul
**When**: 21/10/2021

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Anupam Tiwari, Oct 18, 2021, 7:49 UTC

Dear Rahul,

We would like to refer to your **support ticket number 178943** which you have requested with us on 13/10/2021.

As per your query, for information on our warranty process, please review EPOS warranty policy.

Since our last correspondence, we have not received your response yet and would like to follow up with you.

Please let us know if you have any further questions or concerns, we would appreciate a quick reply on your side.

You can reach us by replying to this email or by calling us from Monday to Friday between 8 AM to 5 PM on our **support number +1 800 895 7412**

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, Oct 13, 2021, 12:48 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Rahul Chandra
**Email**: [email-masked]
**Product name**: PC 8 USB
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: Warranty claim
**Troubleshooting**: NA
**Current status**: User to reply with issue and quantity.

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Anupam Tiwari, Oct 13, 2021, 12:47 UTC

Dear Rahul,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 178943** for your inquiry.

We are sorry to hear that you are experiencing problems with PC 8 headset.

We've tried to reach you via phone and unfortunately haven't been able to connect so we are reaching out via email.

As per your query, for information on our warranty process, please review EPOS warranty policy.

We hope this information will help you, Looking forward to your response.

You can reach us by replying to this email or by calling us from Monday to Friday between 8 AM to 5 PM on our **support number +91 120 4184843**

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, Oct 13, 2021, 12:43 UTC (private)

Total Duration 37
Disposition : 
Description:  No Answer  
URL:

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Rahul Chandra, Oct 13, 2021, 12:03 UTC

Hello Team,

We are procuring Sennheiser PC-8 headphones since very long across India location (Ahmedabad, Mumbai & Bangalore) with huge quantities.

We are unable to re-collect from which channel we have procured the device and hence getting issue in replacement.

Kindly suggest a smooth process wherein we can get the replacement. We have purchased the product with 3 years of warranty.

Thanks and Regards

Rahul Chandra

Note: My working hours are from 2:30AM to 11:30AM EST.

eClinicalWorks

The largest cloud-centric, fully integrated EHR for physicians, population health, and patient engagement.

2 Technology Drive | Westborough, MA 01581

T: 508-475-0450 x15002   ![](cid:[email-masked])  ![](cid:[email-masked])  ![](cid:[email-masked])

[email-masked] | www.eclinicalworks.com

**130,000**+ physicians | **80,000**+ facilities | **17** Davies Award Winners |

The most widely adopted cloud-based EHR in the U.S. ambulatory market according to Frost & Sullivan

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