Subject: GSP 600, PC, Ear pads torn
From: EPOS Global Support <[email-masked]>
Cc: Rosette Modiri <[email-masked]>
Date: Tue, 01 Jun 2021 07:44:12 +0000

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

You are registered as a CC on this support request (147177). Reply to this email to add a comment to the request.

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Grace Boussi, Jun 1, 2021, 7:44 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 600
**Number of Products**: 2
**Environment**:
**Issue**: Earpads torn

**What**: Ear pads torn

**Who**: Christopher
**When**: 4/06.2021

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Grace Boussi, Jun 1, 2021, 7:40 UTC

Dear Christopher,

We will now check the warranty of your product(s). Could you please provide us with the following information.

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

We wish you a nice day!

Best regards,
Grace Boussi
EPOS Global Support

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Pritish Nandi, Jun 1, 2021, 7:33 UTC (private)

RMA approved for GSP 600 as SNOW. The product will not be returned.

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Pritish Nandi, Jun 1, 2021, 7:32 UTC (private)

Correction to the RMA.

RMA approved for GSP 600 as SLTR

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Pritish Nandi, Jun 1, 2021, 7:22 UTC (private)

RMA approved for GSA 601 as SNOW

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Grace Boussi, May 26, 2021, 15:03 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Christopher Butler
**Email**: [email-masked]
**Product name**: GSP 370
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Earpads torn
**Current status**: customer reported that two of his clients have issues with 2 different headsets
first one , on/off button is not working and earpads are damaged
SN# 0349001314
Second headset : earpads are damaged
SN# 0109014413

Called the customer he said that the headsets are with Sennheiser
Were not able to find a request from Lynn on the customer number
Customer provided the case reference.
For GSP 600: 146321, we were not able to proceed as we did not have customer detail
For GSP 370: 145966, new ticket was created (147350) Replacement has already been initiated

Informed the customer that we will proceed only with one headset which is GSP 600 as GSP 370 is in the exchange process.
GSP 600 purchased on **10/08/2020**

**The ear pad of the customer is damaged, customer confirmed that the headset is with Sennheiser**
Ticket received from Lynn: 146321
Doc under ticket

Attachment(s):
147177.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/YoE89nrsScyYjKoTzPpUWGzHb/?name=147177.pdf

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Grace Boussi, May 26, 2021, 14:59 UTC

Dear Christopher,

Thank you for your reply.

As you explained, customer 145966 received a new ticket number which is 147350, the replacement has already been initiated for his GSP 370.

Regarding the second customer, 146321, we are examining their ticket and getting back to you as soon as possible.

Looking forward to your reply soon.

We wish you a nice day!

Best regards,
Grace Boussi
EPOS Global Support

----------------------------------------------

Grace Boussi, May 26, 2021, 14:54 UTC (private)

Total Duration 69
Disposition : Successful Call
Description:  The customer has earpad issue, the customer confirmed that the whole headset is with Sennheiser  
URL:

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Grace Boussi, May 26, 2021, 14:50 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Christopher Butler
**Email**: [email-masked]
**Product name**: GSP 370
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**:
**Current status**: customer has issues with 2 headsets
first one , on/off button is not working and earpads are damaged
SN# 0349001314
Second headset : earpads are damaged
SN# 0109014413

Called the customer he said that the headsets are with Sennheiser
Were not able to find a request from Lynn on the customer number
Customer provided the case reference.
For GSP 600: 146321, we were not able to proceed as we did not have customer detail
For GSP 370: 145966, new ticket was created (147350) Replacement has already been initiated

Informed the customer that we will proceed only with one headset which is GSP 600 as GSP 370 is in the exchange process.
GSP 600 purchased on 10/08/2020

----------------------------------------------

Christopher Butler, May 26, 2021, 14:47 UTC

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/vG2EM6WLMMsGs6ZRkS0ltG6Dy/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

**From:** Christopher Butler
**Sent:** 20 mai 2021 11:12
**To:**'EPOS Global Support' <[email-masked]>
**Subject:** RE: [EPOS] Re: GSP 370, PC, on/off button is not working, earpads damaged

I found the case numbers that you gave  Seinheiser       # 146321 and 145966, they were sent to you..

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/vG2EM6WLMMsGs6ZRkS0ltG6Dy/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

**From:** Christopher Butler
**Sent:** 19 mai 2021 10:57
**To:**'EPOS Global Support' <[email-masked]>
**Subject:** RE: [EPOS] Re: GSP 370, PC, on/off button is not working, earpads damaged

We sent them in on waybill purolator # 332888273767

There was no ref number bySennheiser

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/vG2EM6WLMMsGs6ZRkS0ltG6Dy/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

Attachment(s):
CCF20210526.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/DCnHZWhBQvFctTjVxZPFbcC5n/?name=CCF20210526.pdf

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Christopher Butler, May 25, 2021, 14:37 UTC

Any updates on this ..

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/Yuc5Rs2hcLt2h7pO1j9gHbAez/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

**From:** Christopher Butler
**Sent:** 20 mai 2021 11:12
**To:**'EPOS Global Support' <[email-masked]>
**Subject:** RE: [EPOS] Re: GSP 370, PC, on/off button is not working, earpads damaged

I found the case numbers that you gave  Seinheiser       # 146321 and 145966, they were sent to you..

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/Yuc5Rs2hcLt2h7pO1j9gHbAez/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

**From:** Christopher Butler
**Sent:** 19 mai 2021 10:57
**To:**'EPOS Global Support' <[email-masked]>
**Subject:** RE: [EPOS] Re: GSP 370, PC, on/off button is not working, earpads damaged

We sent them in on waybill purolator # 332888273767

There was no ref number bySennheiser

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/Yuc5Rs2hcLt2h7pO1j9gHbAez/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

----------------------------------------------

Christopher Butler, May 20, 2021, 15:11 UTC

I found the case numbers that you gave  Seinheiser       # 146321 and 145966, they were sent to you..

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/kBG51PpikDPHTXtte295ElrnM/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

**From:** Christopher Butler
**Sent:** 19 mai 2021 10:57
**To:**'EPOS Global Support' <[email-masked]>
**Subject:** RE: [EPOS] Re: GSP 370, PC, on/off button is not working, earpads damaged

We sent them in on waybill purolator # 332888273767

There was no ref number bySennheiser

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/kBG51PpikDPHTXtte295ElrnM/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

----------------------------------------------

Christopher Butler, May 19, 2021, 14:57 UTC

We sent them in on waybill purolator # 332888273767

There was no ref number bySennheiser

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/HiM0TX23ZO8HJwKbqI93DPgga/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

----------------------------------------------

Grace Boussi, May 19, 2021, 14:55 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 370
**Number of Products**: 2
**Environment**:
**Issue**: earpads damaged

**What**: Asked the customer if he has any reference
Asked about the name of the person who submitted the complain to Sennheiser

**Who**: Christopher
**When**: 24/05/2021

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Grace Boussi, May 19, 2021, 14:55 UTC

Dear Christopher,

Thank you for your reply.

By any chance, do you have a reference number that Sennheiser gave you?
Can we also have the name of the person who went to drop off the headphones at Sennheiser?

Looking forward to your reply soon.

We wish you a nice day!

Best regards,
Grace Boussi
EPOS Global Support

----------------------------------------------

Grace Boussi, May 19, 2021, 14:53 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Christopher Butler
**Email**: [email-masked]
**Product name**: GSP 370
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**:
**Current status**: customer has issues with 2 headsets
first one , on/off button is not working and earpads are damaged
SN# 0349001314
Second headset : earpads are damaged
SN# 0109014413

Called the customer he said that the headsets are with Sennheiser
Were not able to find a request from Lynn on the customer number

Next:
Asked the customer if he has any reference
Asked about the name of the person who submitted the complain to Sennheiser

----------------------------------------------

Grace Boussi, May 19, 2021, 14:50 UTC

Dear Christopher,

Thank you for your reply.

By any chance, do you have a reference number that Sennheiser gave you?

Looking forward to your reply soon.

We wish you a nice day!

Best regards,
Rosette Modiri
EPOS Global Support

----------------------------------------------

Grace Boussi, May 19, 2021, 13:41 UTC (private)

Total Duration 211
Disposition : Successful Call
Description:  Customer sent the faulty product to sennheiser already
Informed the customer that we will close this ticket and we will contact back as soon as we receive the request from sennheiser  
URL:

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Grace Boussi, May 19, 2021, 9:54 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Christopher Butler
**Email**: [email-masked]
**Product name**: GSP 370
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**:
**Current status**: customer has issues with 2 headsets
first one , on/off button is not working and earpads are damaged
SN# 0349001314
Second headset : earpads are damaged
SN# 0109014413

Customer to be called back (canada)

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Pritish Nandi, May 19, 2021, 9:10 UTC (private)

Please check the Gaming Tickets from Rosette's queue

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Rosette Modiri, May 13, 2021, 17:02 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 370
**Number of Products**: 1
**Environment**:
**Issue**: GSP 370

**What**: asked for pics of damaged parts and approximate purchase date
**Who**: Christopher
**When**: 18/05/2021

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Rosette Modiri, May 13, 2021, 17:01 UTC

Dear Christopher,

Thank you for your reply.

Could you please provide us with the picture of the headsets showing the damaged parts ?

And also can you tell us the approximate purchase date of your headsets ?

Looking forward to your reply soon.

We wish you a nice day!

Best regards,
Rosette Modiri
EPOS Global Support

----------------------------------------------

Christopher Butler, May 11, 2021, 12:25 UTC

The stiching on  both headset started to come apart, this just happened  on both..

And the status  les is nothing on, normally goes bleu to red..  nothing..

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/DwkPqJas4otu2INcnsE16XBMR/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

----------------------------------------------

Rosette Modiri, May 11, 2021, 12:07 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 370
**Number of Products**: 1
**Environment**:
**Issue**: GSP 370

**What**: asked customer how the earpads got damaged on both headsets
ask for LED status when the press on on/off button
**Who**: Christopher
**When**: 14/05/2021

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Rosette Modiri, May 11, 2021, 12:06 UTC

Dear Christopher,

Thank you for your reply and sorry for the delay.

Could you please tell us how and when the earpads on both headsets got damaged ?

And also what is the LED status in the headset when you press/click on the on/off button ?

Looking forward to your reply soon.

We wish you a nice day!

Best regards,
Rosette Modiri
EPOS Global Support

----------------------------------------------

Rosette Modiri, May 11, 2021, 12:04 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Christopher Butler
**Email**: [email-masked]
**Product name**: GSP 370
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: earpads damaged
**Current status**: customer has issues with 2 headsets
first one , on/off button is not working and earpads are damaged
SN# 0349001314
Second headset : earpads are damaged
SN# 0109014413

**Next** : asked customer how the earpads got damaged on both headsets
ask for LED status when the press on on/off button

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Pradeep Verma, May 10, 2021, 16:47 UTC (private)

Hi **Rosette Modiri**​

Please contact the customer ASAP

Thanks
Pradeep

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Pradeep Verma, May 10, 2021, 16:46 UTC (private)

Request #148519 "Chat with CHRISTOPHER BUTLER" was closed and merged into this request. Last comment in request #148519:

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Christopher Butler, May 6, 2021, 11:30 UTC

We have 2 units  # 0349001314   the on/off button is not working, and the earcup cushions are coming apart

The 2nd one  # 0109014413  earcup cushions are coming apart

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/yD8Rc549soi31LyvOzlBmlMy8/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

----------------------------------------------

Rosette Modiri, May 6, 2021, 8:09 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 370
**Number of Products**: 1
**Environment**:
**Issue**: GSP 370

**What**: asked basic questions for a better understanding of the issue

**Who**: Christopher
**When**: 10/05/2021

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Rosette Modiri, May 6, 2021, 8:08 UTC

Dear Christopher,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number** 147177 for your inquiry.

In order to understand and help you further could you please answer the following questions:

Can you please specify the exact issue with the headsets ?
How many devices you have and how many are affected ?
Are you using PC or Mac? What is the version of the Operating system ?
Is the issue recently started ?
Is the issue permanent ?
Is the headset connected properly all the way ?
Is the headset not connected to 3rd party hardware ?
Did you Install Gaming Suite ?
Is the headset detected in Gaming Suite ?
Please advise the Firmware version of the headset and dongle ?
What is the Software version of the Gaming Suite ?
What is the LED Status on Headset and the Dongle ?
Is reset performed ?
Is re-pair completed ?
Did you Cross test with another device (PC/PS4/Xbox/Mobile) ?
Are you using a third-party sound software ?
Did you select the headset as default under sound settings ?
Check if the headset was not dropped or received any shock ?

I am sorry for asking too many questions but it would help us find the issue to assist better.

Looking forward to your reply soon.

We wish you a nice day!

Best regards,
Rosette Modiri
EPOS Global Support

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Rosette Modiri, May 6, 2021, 8:02 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Christopher Butler
**Email**: [email-masked]
**Product name**: GSP 370
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**:
**Current status**: customer requested a call back , it seems that they're having issues with GSP 370 HEADSETS

**Next :** asking basic questions for a better understanding of the issue

To specify the exact issue with the computer
How many devices you have and how many are affected
Are you using PC or Mac? What is the version of the Operating system
If the issue is recently started
If the issue is permanent
If the headset is connected properly all the way
If the headset is not connected to 3rd party hardware
Did you Install Gaming Suite
If the headset is detected in Gaming Suite
Please advise the Firmware version of the headset and dongle
What is the Software version of the Gaming Suite
What is the LED Status on Headset and the Dongle
Is reset performed
Is re-pair completed
Did you Cross test with another device (PC/PS4/Xbox/Mobile)
Are you using a third-party sound software
Did you select the headset as default under sound settings
Check if the headset was not dropped or received any shock
Did you ever drop the headset, or they received any kind of shock

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Christopher Butler, May 4, 2021, 19:50 UTC

I was just talking to you about headsets  gsp370, i have the  file with me  , you can call me on my cell  418-376-6344

I am here till 4

**N'hésitez pas si vous avez des questions.**

** **

**Christopher Butler**
**Directeur de comptes**

![signature](https://eposaudio.zendesk.com/attachments/token/G26oPPVzHq1Z3kbqssLjBypW4/?name=image001.jpg)

1840, bd Talbot
Chicoutimi, Québec

G7H 7Y2

Cell : 418-376-6344

E-Mail : [email-masked]

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