Subject: PC 310, Mic unresponsive
From: EPOS Global Support <[email-masked]>
Cc: Ashish <[email-masked]>
Date: Tue, 13 Oct 2020 13:56:38 +0000

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

You are registered as a CC on this support request (84967). Reply to this email to add a comment to the request.

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def cuk, Oct 13, 2020, 13:56 UTC

is this the UPS nbr EPOS sent me ?     1Z8760F39031024285

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Tuesday, October 13, 2020, 5:21:54 AM CDT, EPOS Global Support <[email-masked]> wrote:

 ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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def cuk, Oct 13, 2020, 12:17 UTC

it was mailed back weeks ago when i got the original request.

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Tuesday, October 13, 2020, 5:21:54 AM CDT, EPOS Global Support <[email-masked]> wrote:

 ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Daniele Castiglioni, Oct 13, 2020, 10:22 UTC (private)

**_NEXT ACTION_**

**What**: informing customer to return the faulty since the label will expire soon
**Who**: Jeff
**When**: 19/10/2020​

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Daniele Castiglioni, Oct 13, 2020, 10:21 UTC

Dear Jeff,

Please do return the faulty product, the pre-paid UPS return label previously provided will expire on 16th October, 2020.

Do not hesitate to contact us if you have further question.

We wish you a nice day!

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

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Vishal Singh, Oct 9, 2020, 13:03 UTC (private)

**_NEXT ACTION_**

**What**: Provided Tracking # and Return Label (1Z8760F39029441801)
**Who**: Jeff
**When**: 12/10/2020​

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Vishal Singh, Oct 9, 2020, 13:03 UTC

Dear Jeff,

Your replacement order has been shipped under UPS tracking number **1Z8760F30358100949** and will be delivered to you by **10/10/2020 **end of the day.

Do let us know once you have received the replacement unit and if it is working fine.

We have attached an Electronic Return Label to this email for you to return the faulty product.

Please be aware that the Electronic Return Label expires within seven days.

Have a great day ahead!

Best Regards,
Vishal
 EPOS Global Support

Attachment(s):
84967.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/rtNGODrvtk19A4lqqUCeRoZeC/?name=84967.pdf

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Heta Nyrhinen, Oct 9, 2020, 9:12 UTC (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30358100949

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Daniele Castiglioni, Sep 15, 2020, 10:41 UTC (private)

**_NEXT ACTION_**

**What**: est. shipping date sent to customer
**Who**: Jeff
**When**: 12/10/2020​

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Daniele Castiglioni, Sep 15, 2020, 10:41 UTC

Dear Jeff,

We have ordered your replacement product with the order number SUS000018147. Unfortunately, the estimated shipping date for the product is 5th October 2020.

We do apologize for the delay in shipping the product and will get back to you as soon as the item is shipped.

Thank you for your continued patience and understanding.

Best Regards,
Daniele
EPOS Global Support

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Heta Nyrhinen, Sep 14, 2020, 10:52 UTC (private)

Asked CS to provide an estimated shipping date, as no order acknowledgement received.

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Daniele Castiglioni, Sep 8, 2020, 9:53 UTC (private)

**_NEXT ACTION_**

**What**: Faulty returned. Apologise with customer for delay.
**Who**: Customer
**When**: 16/09/2020​

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Daniele Castiglioni, Sep 8, 2020, 9:52 UTC

Dear Jeff,

We would like to apologize for the delay in the warranty replacement process. We will come back to you as soon as there is further information.

Have a nice day!

Kind Regards,
Daniele
EPOS Global Support

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def cuk, Sep 6, 2020, 13:32 UTC

I have sent in the broken headset as requested.

What is the status? Why is this taking so long to resolve?

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Friday, August 21, 2020, 5:30:52 AM CDT, EPOS Global Support <[email-masked]> wrote:

 ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Daniele Castiglioni, Aug 21, 2020, 10:31 UTC (private)

**_NEXT ACTION_**

**What**: Replacement order number and return label (1Z8760F39031024285) sent to customer
**Who**: Customer
**When**: 04/09/2020​

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Daniele Castiglioni, Aug 21, 2020, 10:30 UTC

Dear Jeff,

We have ordered your replacement product, and we have attached an Electronic Return Label to this email for you to return the faulty product.

Please be aware that the Electronic Return Label expires within seven days.

Your order nr. is: SUS000018147.

Kind Regards,
 Daniele
 EPOS Global Support

Attachment(s):
84967.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/pti4cUULG0sENc1YfgIaYoDSG/?name=84967.pdf

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Ashish, Aug 20, 2020, 6:58 UTC (private)

**_NEXT ACTION_**

**What**: Asked CS to place an order for 504197 PC 8 USB instead of 507200
**Who**: Customer
**When**: 24/08/2020​

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Josephine Veena, Aug 19, 2020, 13:30 UTC (private)

**Ashish**​ Replace with PC 8 USB.

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Ashish, Aug 19, 2020, 10:26 UTC (private)

Hello **Josephine Veena**​ , could you please suggest ?

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def cuk, Aug 18, 2020, 13:22 UTC

What is the status of this RMA?  I have not rcvd my replacement headset.

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Tuesday, July 14, 2020, 10:13:58 AM CDT, defcuk <[email-masked]> wrote:

Jeff Cook
314.416.7670
[email-masked]
751 southshire drive
St louis,mo 63125  usa

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Tuesday, July 14, 2020, 1:46:53 AM CDT, EPOS Global Support <[email-masked]> wrote:

 ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Heta Nyrhinen, Aug 18, 2020, 11:21 UTC (private)

Customer service aren't able to order the article requested: 507200 is not something I can replace. Do you have another sku compatible?

Please check.

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Ashish, Jul 21, 2020, 13:19 UTC (private)

Hi **Sebastien Manin**​

This is already for GSP 107

Kind regards,
Ashish
EPOS Global Support

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Sebastien Manin, Jul 21, 2020, 8:45 UTC (private)

Hi **Ashish**​,

Please ask to replace to replace the product with a GSP 107.

Thanks.

Kind regards,
Sebastien
EPOS Global Support

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Heta Nyrhinen, Jul 20, 2020, 7:42 UTC (private)

Customer service are unable to order this SKU, please confirm the replacement product.

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Pravesh Singh, Jul 16, 2020, 14:01 UTC (private)

**_NEXT ACTION_**

**What**: CS team to perform and ship out the replacement.
**Who**: CS team
**When**: 31/07/2020​

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Pravesh Singh, Jul 16, 2020, 13:57 UTC

Dear Jeffrey,

Thank you so much for your email and for confirming the required details.

We will process the order for the replacement product and contact you as soon as possible with further details. We will also send you a pre-paid return label for returning your faulty product.

Once again thank you so much for your patience and please let us know if you need any further information.

Have a wonderful day!

Best regards,
Pravesh Singh
EPOS Global Support

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def cuk, Jul 14, 2020, 15:14 UTC

Jeff Cook
314.416.7670
[email-masked]
751 southshire drive
St louis,mo 63125  usa

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Tuesday, July 14, 2020, 1:46:53 AM CDT, EPOS Global Support <[email-masked]> wrote:

 ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Pravesh Singh, Jul 14, 2020, 6:47 UTC (private)

**_NEXT ACTION_**

**What**: following up to confirm the shipping address, waiting for the response.
**Who**: Jeffrey
**When**: 17/07/2020​

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Pravesh Singh, Jul 14, 2020, 6:46 UTC

Dear Jeffrey,

I hope you are doing great! This is a follow-up email in reference to ticket number #84967

Did you get a chance to check my previous email? For your convenience, I have added the instructions below:

Before we proceed further and replace the headset with GSP 107, could you please provide us with the following information.

**Company**:
**Name**:
**Phone**:
**E-mail**:
**Address line 1**:
**Address line 2**:
**Zip Code**:
**City**:
**Country**:

Looking forward to hearing from you soon...

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Pravesh Singh, Jul 9, 2020, 9:23 UTC (private)

**_NEXT ACTION_**

**What**: requested for shipping details, waiting for the response.
**Who**: Jeffrey
**When**: 14/07/2020​

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Pravesh Singh, Jul 9, 2020, 9:22 UTC

Dear Jeffrey,

We can confirm that you have received the previous email in error and we apologize for the inconvenience caused to you.

Before we proceed further and replace the headset with GSP 107, could you please provide us with the following information.

**Company**:
**Name**:
**Phone**:
**E-mail**:
**Address line 1**:
**Address line 2**:
**Zip Code**:
**City**:
**Country**:

Looking forward to your response...

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Pravesh Singh, Jul 9, 2020, 9:18 UTC

Dear Jeffrey,

Thank you so much for your email and for confirming the required details.

We will process the order for the replacement product and contact you as soon as possible with further details. We will also send you a pre-paid return label for returning your faulty product.

Once again thank you so much for your patience and please let us know if you need any further information.

Have a wonderful day!

Best regards,
Pravesh Singh
EPOS Global Support

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def cuk, Jul 6, 2020, 12:17 UTC

Send me the replacement plz

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Thursday, July 2, 2020, 4:11:50 AM CDT, EPOS Global Support <[email-masked]> wrote:

 ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Pravesh Singh, Jul 2, 2020, 9:12 UTC (private)

**_NEXT ACTION_**

**What**: informed that PC 310 has been phased off, can replace with GSP 107. waiting for the confirmation.
**Who**: Jeffrey
**When**: 07/07/2020​

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Pravesh Singh, Jul 2, 2020, 9:11 UTC

Dear Jeffrey,

Thank you so much for your email.

We would like to inform you that PC 310 has been phased out and it's not available in our stocks anymore. We can go ahead and replace your headset with GSP 107, please us know your opinion so that we can proceed further and replace the headset for you.

Looking forward to your response...

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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def cuk, Jun 27, 2020, 15:21 UTC

I am replying. Is there a question?

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Thursday, June 25, 2020, 6:40:38 AM CDT, EPOS Global Support <[email-masked]> wrote:

 ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)

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Pravesh Singh, Jun 25, 2020, 11:41 UTC (private)

**_NEXT ACTION_**

**What**: RMA approved for GSP 107, confirming with Jefferey. awaiting for his response.
**Who**: Jefferey
**When**: 30/06/2020​

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Pravesh Singh, Jun 25, 2020, 11:40 UTC

Dear Jeffrey,

We're writing to you today with regard to the case 84967 you opened with us on May 23.

As we informed you earlier that PC 310 has been phased out and this model is not available anymore. We can go ahead and replace the headset with GSP 107.

Could you please reply to this email as a confirmation so that we can proceed further to replace the headset. Looking forward to hearing from you soon.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Josephine Veena, Jun 25, 2020, 11:23 UTC (private)

RMA approved for gSP 107, inform the replacement model to the customer before submitting the RMA form

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Pravesh Singh, Jun 15, 2020, 8:52 UTC (private)

**_NEXT ACTION_**

**What**: PC 310 phased off, checking if we can replace it with any other headset model.
**Who**: Level 2
**When**: 18/06/2020​

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Pravesh Singh, Jun 15, 2020, 8:51 UTC

Dear Jeffrey,

Thank you so much for your email.

We apologize for the delayed response. Unfortunately, PC 310 has been phased off and we are checking if we can replace any similar model headset. We have forwarded this request to the relevant team.

We will get back to you as soon as we have any update on this case. Thank you so much for your understanding in this matter.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Josephine Veena, Jun 15, 2020, 8:29 UTC (private)

Inform customer PC 310 is phased off and we are checking if we can replace any similar model headset.

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Pravesh Singh, Jun 15, 2020, 8:05 UTC (private)

**_CASE SUMMARY_**

**Contact person**: JEFFREY COOK
**Email**: [email-masked]
**Product name**: PC 310
**Number of Products**: 1
**Issue**: Mic unresponsive
**Current status**:
troubleshooting didn't resolve the issue
tested the headset in different jack/connector
tested the headset in different device
checked the necessary drivers and setting
The issue still persists

The  headset model is PC 310, qty: 2

**Next: Checking for the RMA with Level 2**

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def cuk, Jun 11, 2020, 11:56 UTC

None of those solutions help, the mic still does not work.

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Wednesday, June 10, 2020, 8:18:53 AM CDT, EPOS Global Support <[email-masked]> wrote:

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Pravesh Singh, Jun 10, 2020, 13:19 UTC (private)

**_NEXT ACTION_**

**What**: forwarded troubleshooting steps, waiting for the response.
**Who**: Jeffrey
**When**: 15/06/2020​

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Pravesh Singh, Jun 10, 2020, 13:18 UTC

Dear Jeffrey,

Thank you so much for your email.

We apologize for the late response and for the inconvenience caused to you. In order to resolve this microphone-related issue, we request you to follow a few basic troubleshooting steps mentioned below:

1. Test different jack connectors if you have a front/back panel on your PC, as sometimes the problem resides with the connector itself.

2. Please test the headset on a different device, as it can be easier to determine whether the issue is caused by the headset, or if the problem is the device the headset is connected to.

3. The headset is an analog headset, therefore, it connects to your motherboard via plug-and-play. Please check if you have installed the necessary drivers for your onboard sound card.

4. A lot of newer motherboards come with software to control the audio settings. Check these settings out and see if they can improve your experience with the headset.

Please follow these steps, check the necessary setting and let us know if the persists. Looking forward to your response.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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def cuk, Jun 6, 2020, 12:28 UTC

These emails were sent to my spam folder. I did not see the ticket.

the mic doesnt work anymore, IDK how to be more clear

Have fun stormin' da castle! - Miracle Max - "The Princess Bride"

 On Friday, June 5, 2020, 1:48:20 AM CDT, EPOS Global Support <[email-masked]> wrote:

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Pravesh Singh, Jun 5, 2020, 6:49 UTC (private)

**_CLOSING STATEMENT_**

**Product name**: PC 310
**Issue**: Mic unresponsive

**Problem**: Mic unresponsive
**Attempted Solution**: Requested to explain the issue

* * *

**_Closing case as customer is unresponsive_**

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Pravesh Singh, Jun 5, 2020, 6:48 UTC

Dear Jeffrey,

We're writing to you today with regard to the case 84967 you opened with us on May 23.

We have attempted now on several occasions to get in touch with you to find out if we can provide you with any further assistance or support, and as we have unfortunately not received a response, we will be proceeding to close this ticket in our system.

**Please rest assured that should this have occurred in error, or should you at any time in the future require further assistance or have any questions, you can simply open a new ticket and we will be happy to help you in any way we can!**

Your satisfaction is very important to us. Please take a moment to fill in the survey that will be sent to you in the coming days.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Pravesh Singh, Jun 2, 2020, 7:45 UTC (private)

**_NEXT ACTION_**

**What**: following up confirm the issue.
**Who**: Jefferey
**When**: 05/06/2020​

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Pravesh Singh, Jun 2, 2020, 7:44 UTC

Dear Jeffrey,

I hope you are doing great! This is a follow-up email in reference to ticket number #84967

Did you get a chance to check my previous email? For your convenience, I have added the instructions below:

"We are sorry to hear that you are experiencing problems with PC 310. I’m not sure I follow what you’re saying, any chance you could provide a little more detail?

It would be really helpful for us to investigate and resolve the issue if you could elaborate on the issue which you are currently facing with the headset."

Looking forward to hearing from you soon,

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Pravesh Singh, May 28, 2020, 11:43 UTC (private)

**_NEXT ACTION_**

**What**: requested to explain the issue, waiting for the response.
**Who**: Jeffrey
**When**: 02/06/2020​

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Pravesh Singh, May 28, 2020, 11:41 UTC

Dear Jeffrey,

Thank you for contacting EPOS Global Support. For your convenience, we have created a **support ticket number 84967** for your inquiry.

We are sorry to hear that you are experiencing problems with PC 310. I’m not sure I follow what you’re saying, any chance you could provide a little more detail?

It would be really helpful for us to investigate and resolve the issue if you could elaborate on the issue which you are currently facing with the headset.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Pravesh Singh, May 28, 2020, 11:03 UTC (private)

**_CASE SUMMARY_**

**Contact person**: JEFFREY COOK
**Email**: [email-masked]
**Product name**: PC 310
**Number of Products**: 1
**Issue**: Mic unresponsive
**Current status**:
-ask to explain the issue

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Valentin Bastien, May 25, 2020, 6:08 UTC (private)

Gaming Ticket assigned from CCO queue to Gaming queue

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def cuk, May 23, 2020, 13:53 UTC

file claim on two pc 310 headsets
mic + one ear does not work in each

Attachment(s):
SennheiserPC310_GamingHeadsetRcpt.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/tPiqBq6rMlanMCZTZm2UydPmR/?name=SennheiserPC310_GamingHeadsetRcpt.pdf

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