Subject: HZP 09, Damaged ear pads
From: EPOS Global Support <[email-masked]>
Cc: Ashish <[email-masked]>
Date: Mon, 20 Jul 2020 13:44:53 +0000

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You are registered as a CC on this support request (92588). Reply to this email to add a comment to the request.

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Sebastien Manin, Jul 20, 2020, 1:44 PM UTC (private)

Warranty ticket. Assigning back to **Ashish**​

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Gerald Oudin, Jul 14, 2020, 12:18 PM UTC (private)

**TRANSFER TO LEVEL TWO - SENNHEISER/DEMANT SOUND/EPOS AUDIO EMPLOYEE**

**Contact person**: Jana Rösner (JARN)
**Phone**: +4591842898
**Email**: [email-masked]
**Product name**: HZP 09
**Number of Products**: 1
**Issue**: Damaged ear pads
**Current status**:
• Employee has received enveloppe with damaged HZP 09 ear pads.

• **Ear pads packaging** : https://eposaudio.zendesk.com/attachments/token/ctFsPzUvu2v65GvqhHmEBhnFQ/?name=092829_1.jpg
• **Damaged ear pads:**https://eposaudio.zendesk.com/attachments/token/gN0DKUkfbCTsHu4QEOhZl7nyY/?name=092829_2.jpg
• **Probably Sender's identity**: https://eposaudio.zendesk.com/attachments/token/foWZsxhf3TGWl3AWt2Ysizesa/?name=envelope2.jpg

• They would like to know if we can send user new ear pads.
• Unspecified headset is most probably Non-CC&O Sennheiser.

* * *
**What needs to happen**: Sennheiser / Demant Sound / Epos Audio Employee ticket handling by Level 2
**Who is responsible**: EPOS L2
**When is the next update**: 14/07/2020

**CUSTOMER INFORMATION (needs verification -****_see image_****)**
**Contact person**: Welch T.

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Gerald Oudin, Jul 14, 2020, 12:15 PM UTC

Dear Jana​,

Thank you for contacting **EPOS** Global Support. Your request bears ticket number **92588** and has been forwarded to the right team for handling; we will get back to you shortly.

Best regards,

Gérald S.
**EPOS Global Support**

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Gerald Oudin, Jul 14, 2020, 12:15 PM UTC (private)

**_CASE SUMMARY_**

**Contact person**: Jana Rösner (JARN)
**Phone**: +4591842898
**Email**: [email-masked]
**Product name**: HZP 09
**Number of Products**: 1
**Issue**: Damaged ear pads
**Current status**:
• Employee has received enveloppe with damaged HZP 09 ear pads.

• **Ear pads packaging** : https://eposaudio.zendesk.com/attachments/token/ctFsPzUvu2v65GvqhHmEBhnFQ/?name=092829_1.jpg
• **Damaged ear pads:** https://eposaudio.zendesk.com/attachments/token/gN0DKUkfbCTsHu4QEOhZl7nyY/?name=092829_2.jpg
• **Probably Sender's identity**: https://eposaudio.zendesk.com/attachments/token/foWZsxhf3TGWl3AWt2Ysizesa/?name=envelope2.jpg

• They would like to know if we can send user new ear pads.
• The headset is unspecified.

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Jana Rösner (JARN), Jul 14, 2020, 9:16 AM UTC

Hi Manuel,

Thank you for reaching out. I included our Support team in this e-mail so that they can take this case and reply to the customer.

Best regards,

**Jana Rösner**
Product Manager
Work +4544700135

Mobile +4591842898

![](https://eposaudio.zendesk.com/attachments/token/nJMcloj4PaqKAhM5vQlnqWiZJ/?name=image002.png)

​

​

**From:** Randt, Manuel <[email-masked]>
**Sent:** 14. juli 2020 11:11
**To:** Jana Rösner (JARN) <[email-masked]>
**Cc:** Guenter Hitz <[email-masked]>
**Subject:** Envelope with crumbled earpad from customer

This message comes from outside of the corporate network. Please do not click links or open attachments unless you recognize the source of this e-mail and know the content is safe.

Dear Jana,

I don’t know if you are the right person to contact, please forward this massage if not.

We received an envelope from a customer and the only content was the crumbled earpad (see pictures).

There was no text included. Just the “made in china” was marked in red on the label.

I assume this should point out the bad quality.

Maybe you would like to answer the customer or send him a new earpad.

Thank you.

Mit freundlichen Grüßen / Kind regards
 ![Sennheiser_75YEARS_LogoLine_Email_Signature](https://eposaudio.zendesk.com/attachments/token/BzuSEPtTjWYB1vZ6ned5yTuYy/?name=image006.png)
Manuel Randt
Spare Part Service | Supply Chain Service Operations (SCSO)

Sennheiser electronic GmbH & Co.KG
Am Labor 1, 30900 Wedemark, Germany
Phone +49 (0) 5130 600 - 1649
Fax +49 (0) 5130 600 - 1463
[email-masked]

www.sennheiser.com

www.facebook.com/sennheiser

![Anzeigeninitiative Familienunternehmen_Key Visual E-Mail-Signatur](https://eposaudio.zendesk.com/attachments/token/aoMPdSer8eLvoGxVX3M0xVvtE/?name=image001.jpg)

Sennheiser electronic GmbH & Co. KG · Sitz 30900 Wedemark, Amtsgericht Hannover HRA 120100 phG: Sennheiser Beteiligungs-GmbH · Sitz 30900 Wedemark, Amtsgericht Hannover HRB 120179 Geschäftsführer Dr. sc. techn. Andreas Sennheiser, Daniel Sennheiser · Vorsitzender des Aufsichtsrates Dr. Frank Heinricht

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Attachment(s):
092829_2.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/gN0DKUkfbCTsHu4QEOhZl7nyY/?name=092829_2.jpg
envelope1.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/KJ6wQLPzt4t0rhW9HfSSG4XMZ/?name=envelope1.jpg
envelope2.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/foWZsxhf3TGWl3AWt2Ysizesa/?name=envelope2.jpg
092829_1.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/ctFsPzUvu2v65GvqhHmEBhnFQ/?name=092829_1.jpg

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