Subject: SDW 5066, Name plate removed/ No connection
From: EPOS Global Support <[email-masked]>
Cc: Rosette Modiri <[email-masked]>
Date: Thu, 03 Jun 2021 07:45:05 +0000

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

You are registered as a CC on this support request (142600). Reply to this email to add a comment to the request.

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Daniele Castiglioni, Jun 3, 2021, 7:45 UTC (private)

Request #153105 "Accusé de réception / Confirmati..." was closed and merged into this request. Last comment in request #153105:

Confirmation_180113_20210602_SFR000009600-2.PDF

Attachment(s):
Confirmation_180113_20210602_SFR000009600-2.PDF - https://eposaudio.zendesk.com/attachments/token/Giko7a6A7crFZXUDT2tAWWtwI/?name=Confirmation_180113_20210602_SFR000009600-2.PDF

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Daniele Castiglioni, Jun 1, 2021, 9:31 UTC (private)

Request #152629 "Accusé de réception / Confirmati..." was closed and merged into this request. Last comment in request #152629:

Confirmation_102752_20210601_SFR000009600-1.PDF

Attachment(s):
Confirmation_102752_20210601_SFR000009600-1.PDF - https://eposaudio.zendesk.com/attachments/token/SeBWESI3XSwvspkWYREaV8jiL/?name=Confirmation_102752_20210601_SFR000009600-1.PDF

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Rosette Modiri, May 31, 2021, 11:12 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000633(1)
**Process**: SNOW
**Service Center**: [email-masked]

**Remarks**:

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Rosette Modiri, May 31, 2021, 11:11 UTC

Dear Nathalie,

We have processed the warranty replacement request for your SDW 60 HS and you will receive automated emails about the estimated shipping date. You will also receive the tracking number when the replacement product has shipped.

Please let us know, if everything is fine with the replacement product, once you have received it. We will then send you a pre-paid return label for returning the faulty product.

We wish you a nice day!

Best regards,
Rosette Modiri
EPOS Global Support

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Josephine Veena, May 31, 2021, 10:10 UTC (private)

RMA approved for SDW 60 HS

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Pritish Nandi, May 31, 2021, 10:07 UTC (private)

The customer has SDW 60 HS and not 10. Checking with L2 to approve SDW 60 HS as RMA.

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Pravesh Singh, May 27, 2021, 15:48 UTC (private)

Request #151884 "ticket 142600 headset broken" was closed and merged into this request. Last comment in request #151884:

Hi,

As you asked me I send you a new picture of the broken headset. I hope it will be ok for you

Have a nice day

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**From:** Nathalie <[email-masked]>
**Sent:** mercredi 26 mai 2021 11:13
**To:** Nathalie Bodo <[email-masked]>
**Subject:** Casque cassé

External Warning: This email is [email-masked]  - if this email address is unfamiliar, do not click links and forward [email-masked]

![](https://eposaudio.zendesk.com/attachments/token/8IUosuxcMQx0Sb83fyqyPWNwY/?name=IMG_0321.jpg)

Envoyé de mon iPhone

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to thePrivacy Notice for EEA Customers and Vendors.

Attachment(s):
IMG_0321.jpg - https://eposaudio.zendesk.com/attachments/token/47Uql9knMueF5SnnpptMgOpyf/?name=IMG_0321.jpg

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Nathalie Bodo, May 27, 2021, 14:33 UTC

Hi Rosette,

Avez-vous reçu mon précédent mail avec la photo du casque ?

Je vous joins celle de la boite

Bonne réception

Cordialement

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

![](https://eposaudio.zendesk.com/attachments/token/75UxoZpojcAkkqTo5IOUNILzi/?name=image001.jpg)

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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Rosette Modiri, May 26, 2021, 9:33 UTC (private)

**_NEXT ACTION_**

**What**: asked to provide me with the correct pic of the broken HS and informed that we've created a new ticket for the connection issue
**Who**: Bodo
**When**: 31/05/2021

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Rosette Modiri, May 26, 2021, 9:31 UTC (private)

**_Ticket is over 30 days old._**

**_Current status: name plate is removed in the headset_**

**_Issue replicated N_**
**_Setup is available N_**
**_Product Expert consulted Y_**
**_Unresponsive customer Y_**
**_Quality issue N_**
**_Other_**

**_CASE SUMMARY_**

**Company Name**: DUPONT/IFF
**Contact person**: Nathalie Bodo
**Email**: [email-masked]
**Product name**: SDW 10 HS
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Issue**: Name plate removed/ No connection
**Current status**: Called this customer who said that they're having issues with 2 headsets
1st headset, the name plate is removed which an RMA was approved, but the HS name was wrongly captured, its about SDW 60 HS and not SDW 10 HS
second HS , there's a connection issue , but customer couldn't provide me with complete info as the user is currently not available
POP is provided

**Next** : asked customer to provide me with the correct pic of the broken HS and informing that we're creating a new ticket for the connection issue

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

Rosette Modiri, May 26, 2021, 9:28 UTC

Bonjour Mme Bodo,

Merci pour votre retour.

Comme convenu par téléphone, nous avons crée un nouveau ticket pour le second casque, avec le problème de connexion. Le ticket porte la référence 151378.

Concernant le premier casque, qui est cassé, nous vous prions de nous envoyer la photo complète du casque et de sa boite.

En attente de votre réponse, nous vous souhaitons une agréable journée.

Cordialement,

Rosette Modiri
Support Technique EPOS

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

Rosette Modiri, May 26, 2021, 9:16 UTC (private)

**_CASE SUMMARY_**

**Company Name**: DUPONT/IFF
**Contact person**: Nathalie Bodo
**Email**: [email-masked]
**Product name**: SDW 10 HS
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Issue**: Name plate removed/ No connection
**Current status**: Called this customer who said that they're having issues with 2 headsets
1st headset, the name plate is removed which an RMA was approved, but the HS name was wrongly captured, its about SDW 60 HS and not SDW 10 HS
second HS , there's a connection issue , but customer couldn't provide me with complete info as the user is currently not available
POP is provided

**Next** : asked customer to provide me with the correct pic of the broken HS and informing that we're creating a new ticket for the connection issue

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

Nathalie Bodo, May 21, 2021, 6:39 UTC

Hi Rosette,

Please find below my answers. I hope it will be ok

Have a nice day

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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Rosette Modiri, May 20, 2021, 17:38 UTC (private)

**_NEXT ACTION_**

**What**: gathering shipping info
**Who**: Nathalie
**When**: 25/05/2021

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

Rosette Modiri, May 20, 2021, 17:37 UTC (private)

**_NEXT ACTION_**

**What**: gathering RMA info
**Who**: Nathalie
**When**: 25/05/2021

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Rosette Modiri, May 20, 2021, 17:37 UTC

Dear Nathalie,

Thank you for your reply.

Could you also please provide us with the following information

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

**Product**:
**Article No.**:
**Quantity**:

Looking forward to your response.

We wish you a nice day!

Best regards,
Rosette Modiri
EPOS Global Support

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Nathalie Bodo, May 20, 2021, 10:05 UTC

Hi Md. Modassir Hassan,

I’m pleased to send you the proof of purchase. I hope all will be ok for your now

I’m looking forward to hearing from you.

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

Attachment(s):
Faktura_187300.pdf - https://eposaudio.zendesk.com/attachments/token/KYJdO158n37LxSK6hZxWm5Pxd/?name=Faktura_187300.pdf

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Nathalie Bodo, May 20, 2021, 8:07 UTC

Hi Md. Modassir Hassan,

I’m sorry because I always need to have the headsets to be fixed but I didn’t receive any other proof of purchase from my colleagues.

I’ll ask again.

Thank you

Have a nice day

Best regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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Pritish Nandi, May 19, 2021, 5:04 UTC (private)

**Rosette Modiri**​ - Please call

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Md. Modassir Hassan, May 18, 2021, 16:05 UTC (private)

**_NEXT ACTION_**

**What**: 4th follow-up sent, cx is not responding with RMA info
**Who**: Nathalie
**When**: May 21, 2021

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Md. Modassir Hassan, May 18, 2021, 16:03 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021.

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.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Md. Modassir Hassan, May 13, 2021, 15:36 UTC (private)

**_NEXT ACTION_**

**What**: 3rd follow-up sent
**Who**: Nathalie
**When**: May 18, 2021

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Md. Modassir Hassan, May 13, 2021, 15:35 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021.

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.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Md. Modassir Hassan, May 10, 2021, 15:42 UTC (private)

**_NEXT ACTION_**

**What**: 2nd follow-up sent
**Who**: Nathalie
**When**: May 13, 2021

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Md. Modassir Hassan, May 10, 2021, 15:41 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021.

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.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Nathalie Bodo, May 6, 2021, 9:40 UTC

Hi Md Modassir Hassan,

I’m sorry but I didn’t receive any answer from my colleague so I will ask again.

Thank you

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** mercredi 5 mai 2021 17:50
**À :** Nathalie Bodo <[email-masked]>
**Objet :** [EPOS] Re: SDW 10 HS, Broken HS

**External Warning: This email is [email-masked]****- if this email address is unfamiliar, do not click links and forward [email-masked]**

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

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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

Md. Modassir Hassan, May 5, 2021, 15:50 UTC (private)

**_NEXT ACTION_**

**What**: 1st follow-up sent
**Who**: Nathalie
**When**: May 10, 2021

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Md. Modassir Hassan, May 5, 2021, 15:50 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021.

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.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Md. Modassir Hassan, Apr 30, 2021, 16:32 UTC (private)

**_NEXT ACTION_**

**What**: Customer to provide the RMA info
**Who**: Nathalie
**When**: May 05, 2021

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Md. Modassir Hassan, Apr 30, 2021, 16:31 UTC

Dear Nathalie,

Thank you for letting us know about it. Meanwhile, we will keep this ticket open for you and I will be waiting for RMA details so that we will process the replacement request for you.

Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Nathalie Bodo, Apr 30, 2021, 6:34 UTC

Hello Md Modassir Hassan,

I’m not able to answer those information because I don’t know who in the company Dupont ordered. That’s why I asked my colleague Michael Gleerup to answer you.

In Melle in France where I work we receive the headsets from the IT service without more information. I’m sorry but I can’t help you more.

I’m waiting for more information from my company.

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** vendredi 30 avril 2021 01:24
**À :** Nathalie Bodo <[email-masked]>
**Objet :** [EPOS] Re: SDW 10 HS, Broken HS

**External Warning: This email is [email-masked] - if this email address is unfamiliar, do not click links and forward [email-masked]**

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

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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

Md. Modassir Hassan, Apr 29, 2021, 23:27 UTC (private)

**_NEXT ACTION_**

**What**: Gathering SNOW info
**Who**: Nathalie
**When**: May 04, 2021

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Md. Modassir Hassan, Apr 29, 2021, 23:23 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021.

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**:

**Product**:
**Article No.**:
**Quantity**:

**Return reason**: (Please provide a concise description of the issue)

Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Matthew Broadley, Apr 29, 2021, 23:11 UTC (private)

**RMA approved, SNOW, SDW 10 HS, 1000631(1), PoP waved.**

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Md. Modassir Hassan, Apr 29, 2021, 16:49 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**_REASON FOR TRANSFER_**: RMA Approval
**_Transfer to L2 article is checked_**: Y
**_User manual checked_**: Y
**_Knowledge base checked_**: Y
**_Zendesk old tickets checked_**: NA
**_Consulted with the team lead_**: NA

**Company Name**: DUPONT/IFF
**Contact person**: Nathalie Bodo
**Email**: [email-masked]
**Product name**: SDW 5 HS
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Issue**: Broken HS
**Current status**:
- Customer has a broken HS and she's looking for a replacement.
- Customer has shared the picture of it but when asked to share the POP in PDF, the customer replied that she didn’t order anything. The IT service of Dupont did it and she knows that there is a two years warranty on it because she had asked before contacting our company.

- The customer forwarded a mail to us from Annette Weesgaard [email-masked] and asked us to treat it as POP.

**Next status:
L2 to check whether we can treat this as POP or not?**
**RMA Request SNOW, SDW 10 HS, 1000631(1)**

Attachment(s):
9AD17524.JPG - https://eposaudio.zendesk.com/attachments/token/FgerBJNL0EplFRsF9Bi2hQVUa/?name=9AD17524.JPG5658AAD2.JPG - https://eposaudio.zendesk.com/attachments/token/ySpXF8xnYhuUsWHewV6FOYkSM/?name=5658AAD2.JPG

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Nathalie Bodo, Apr 28, 2021, 8:00 UTC

Hi Md Modassir Hassan,

I try to give you a proof of purchase by asking my colleague Michael GLEERUP who was in charge of ordering the headsets.

I hope it will work. Thank you to be patient

I’ll keep you in touch.

Thank you to tell me what’s your first name please.

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** lundi 26 avril 2021 22:20
**À :** Nathalie Bodo <[email-masked]>
**Objet :** [EPOS] Re: SDW 5 HS, Broken HS

**External Warning: This email is [email-masked] - if this email address is unfamiliar, do not click links and forward [email-masked]**

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

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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

Md. Modassir Hassan, Apr 26, 2021, 20:20 UTC (private)

**_NEXT ACTION_**

**What**: Asking user to share the BNTR the customer directly
**Who**: Nathalie
**When**: April 29, 2021

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Md. Modassir Hassan, Apr 26, 2021, 20:19 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021. I am sorry to say but without proof of purchase, we will not be able to check the warranty status of the headset as the invoice contains all the required details.

Could you please help us with the best number to reach the customer directly? So, that we will resolve the issue accordingly.

I hope you understand my concern.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Nathalie Bodo, Apr 26, 2021, 12:07 UTC

Hi Md. Modassir Hassan,

I’m sorry but I provide you what Annette Weesgard from Dectel gave me.

If it’s not enough please see with herself to resolve the issue.

Thank you

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** vendredi 23 avril 2021 20:29
**À :** Nathalie Bodo <[email-masked]>
**Objet :** [EPOS] Re: SDW 5 HS, Broken HS

**External Warning: This email is [email-masked] - if this email address is unfamiliar, do not click links and forward [email-masked]**

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

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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

Md. Modassir Hassan, Apr 23, 2021, 18:29 UTC (private)

**_NEXT ACTION_**

**What**: Asking for POP
**Who**: Nathalie
**When**: April 28, 2021

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

Md. Modassir Hassan, Apr 23, 2021, 18:28 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021.

Please be informed that we have not received any proof of purchase. We request you to please share the proof of purchase in **PDF format** with us so that we can check the warranty status and procedure for your device.

Once received, we will check the status and get back to you. Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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

Md. Modassir Hassan, Apr 23, 2021, 15:37 UTC (private)

Request #144890 "TR: headsets warranty request 14..." was closed and merged into this request. Last comment in request #144890:

Hi Md Modassir Hassan,

Please find the proof of purchase as asked.

Thank you to tell me what’s the next step

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**De :** Annette Weesgaard <[email-masked]>
**Envoyé :** vendredi 23 avril 2021 10:18
**À :** Nathalie Bodo <[email-masked]>
**Objet :** SV: headsets warranty

**External Warning: This email is [email-masked]****- if this email address is unfamiliar, do not click links and forward [email-masked]**

Hello Nathalie

It is ok😊

You can send them this, together with my signature:

All products from DuPont is bought from Dectel in Denmark or Magnetron in Spain between 18.07.2019 and 12.12.2019, therefor the warranty is still valid.

Med venlig hilsen / Best Regards

**Annette P. Weesgaard**

Salgschef/Sales Manager

Mail:[email-masked]

T:  +45 43 22 66 83

M: +45 31 20 94 41

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**Fra:** Nathalie Bodo <[email-masked]>
**Sendt:** 23. april 2021 09:22
**Til:** Annette Weesgaard <[email-masked]>
**Emne:** headsets warranty

Hello Annette,

I’m sorry to bother you again but EPOS asks me that “We request you to please share the proof of purchase in PDF format with us so that we can check the warranty status and procedure for your device.”

Could you please help me

Thank you very much

Have a nice day

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

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Nathalie Bodo, Apr 23, 2021, 7:18 UTC

Hi,

I didn’t order anything. The IT service of Dupont did it and I know that there is a two years warranty on it because I’ve asked before contacting your company.

I will ask to have a proof.

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** jeudi 22 avril 2021 19:14
**À :** Nathalie Bodo <[email-masked]>
**Objet :** [EPOS] Re: SDW 5 BS, Broken HS

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

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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Md. Modassir Hassan, Apr 22, 2021, 17:14 UTC (private)

**_NEXT ACTION_**

**What**: Asking for POP
**Who**: Nathalie
**When**: April 27, 2021

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Md. Modassir Hassan, Apr 22, 2021, 17:14 UTC

Dear Nathalie,

This is with regards to your support ticket number 142600. Thank you so much for your email.

We request you to please share the proof of purchase in PDF format with us so that we can check the warranty status and procedure for your device.

Once received, we will check the status and get back to you. Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Md. Modassir Hassan, Apr 22, 2021, 17:11 UTC

Dear Nathalie,

Thank you for contacting EPOS Global Support.
For your convenience, we have created **support ticket number 142600** 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 this email or by calling us directly from Monday to Friday between 8 AM to 5 PM on our support number +33 (0) 170610386.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Nathalie Bodo, Apr 20, 2021, 7:09 UTC

Hi,

Please find my answers below in red. I don’t understand why you need all those information because headset and station have to be fixed. They don’t have a technical problem. Something is broken on them.

So please let me know where I can send them to be fixed.

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** mercredi 14 avril 2021 18:52
**À :** Nathalie Bodo <[email-masked]>
**Objet :** [EPOS] Re: SDW 5 BS, Connection Issues + Broken HS

**External Warning: This email is [email-masked]****- if this email address is unfamiliar, do not click links and forward [email-masked]**

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

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

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Md. Modassir Hassan, Apr 19, 2021, 15:20 UTC (private)

**_NEXT ACTION_**

**What**: 1st follow-up sent
**Who**: Nathalie
**When**: April 22, 2021

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Md. Modassir Hassan, Apr 19, 2021, 15:19 UTC

Dear Nathalie,

We would like to refer to your **support ticket number 142600** which you have requested with us on 13/04/2021.

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.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Md. Modassir Hassan, Apr 14, 2021, 16:53 UTC (private)

**_NEXT ACTION_**

**What**: Asking user to FW update and some probing question
**Who**: Nathalie
**When**: April 19, 2021

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Md. Modassir Hassan, Apr 14, 2021, 16:52 UTC

Dear Nathalie,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 142600** for your inquiry.

We are sorry to hear that you are experiencing problems with the headsets. In order to understand the issue, we need some more details from you.

Please help us with the below mentioned questions:

1. The model number of the headset and the base station.

2. The environment on which you're using this headset(PC or Mobile or Deskphone, if PC then operating system, if Mobile then is it an Android or an iPhone, if Deskphone then name & model number of it).

3. How exactly have you connected the headset with your deskphone(either via included audio cable or via EHS cable)?

4. If the issue has recently started or occurred regularly?

5. Have you updated the firmware version of this headset(If yes, then what is the current firmware version of this headset)?
If No, then please follow the below steps in order to update the firmware of the headset:

Please download the EPOS Connect freeware software on a Windows based PC and follow the instructions below:

1. Follow this link to download the EPOS Connect.
2. Download and install the EPOS Connect Software.
3. Once you have installed the program on your computer, you will then need to dock the headset on the base station properly and connect the base station via USB to the computer. Once the device is connected, please run the program EPOS Connect.
4. Once you open the program, you should be able to see all the peripherals connected. It will display both the device ID and current firmware version on your device.
5. Click on Options and select Check for Updates, EPOS Connect will now retrieve the latest firmware versions available. Ensure that you have an active connection to the internet and that no firewall is blocking the internet connection to our servers.
6. Now simply go to the "Updates" tab, click the 'Update' button and the program will download the latest version and upload it to the device.

Should you have any questions to the above procedure or require any further assistance, please do not hesitate to contact us again. We will be happy to help you.

Looking forward to your response.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Nathalie Bodo, Apr 14, 2021, 6:42 UTC

Hello,

That’s quite difficult for me to explain in English what is wrong on the headsets.

On the first one this is a connection issue between the station and the headset. And on the second one something is broken on the headset itself.

I send you pictures. I hope it will be helpful for you.

Best Regards

**Nathalie BODO**
Assistante Moyens Généraux

[email-masked]

**T** 05.49.27.61.23

**iff.com**

**Danisco France SAS**

Plateforme Industrielle

Route de Limoges

79500 MELLE

**LinkedIn ****| ****Twitter ****| ****Facebook ****| ****YouTube ****| ****Instagram**

_ _

**De :** EPOS Global Support <[email-masked]>
**Envoyé :** mardi 13 avril 2021 17:40
**À :** Nathalie Bodo <[email-masked]>
**Objet :** [EPOS] Re: headsets

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

This communication contains information of International Flavors & Fragrances (IFF) and/or its affiliates that may be confidential, proprietary, copyrighted and/or legally privileged, and is intended only for the addressee. Any copying, dissemination or other use of this information by anyone other than the intended recipient is prohibited. If you have received this communication in error, please contact the sender and delete it from your system. For details of how IFF handles European Economic Area (EEA) personal data of individual representatives of its customers, prospects, suppliers, service providers and other business partners, please refer to the

Attachment(s):
5658AAD2.JPG - https://eposaudio.zendesk.com/attachments/token/AiME8XcFialQ42jhgCFKPYdk0/?name=5658AAD2.JPG9AD17524.JPG - https://eposaudio.zendesk.com/attachments/token/F9hqtGiDnhGfel230cunczJ9U/?name=9AD17524.JPG

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Md. Modassir Hassan, Apr 13, 2021, 15:40 UTC (private)

**_NEXT ACTION_**

**What**: Asking customer to elaborate the issue
**Who**: Nathalie
**When**: April 19, 2021

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Md. Modassir Hassan, Apr 13, 2021, 15:39 UTC

Dear Nathalie,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 142600** for your inquiry.

We are sorry to hear that you are experiencing problems with the headsets. 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. Please let us know the model number of the product along with exact issues facing with the headset so that we will help you accordingly.

As soon as we will have this information, we will proceed to assist you further.

We are looking forward to hearing back from you soon, in the meantime we wish you a great day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Nathalie Bodo, Apr 13, 2021, 13:46 UTC

2 headsets to be fixed under warranty

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