Subject: Adapt 660, Mobile, Very Short Range
From: EPOS Global Support <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Mon, 05 Apr 2021 18:43:11 +0000

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

You are registered as a CC on this support request (133871). Reply to this email to add a comment to the request.

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Pravesh Singh, 5 Apr 2021, 20:43 CEST (private)

This request was closed and merged into request #136329 "Adapt 660, PC, keeps disconnect...".

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Temistocles Valdes, 5 Apr 2021, 15:38 CEST (private)

Hello Pravesh,

This does indeed seem to be a duplicate of that ticket.  It is for the same issue.

Thank you for your attention to detail.

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Pravesh Singh, 3 Apr 2021, 00:06 CEST (private)

#136329 (duplicate ticket) the customer has received the replacement. Checking with Temi if I can close this ticket.

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Pravesh Singh, 1 Apr 2021, 19:33 CEST (private)

**_NEXT ACTION_**

**What**: the customer requested for the refund, referred to the reseller. waiting for the response.
**Who**: Kalpesh
**When**: 08/04/2021​

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Pravesh Singh, 1 Apr 2021, 19:33 CEST

Hello Kalpesh,

We’re extremely sorry to hear that your experience with us. It was an uncommon instance and we’ll do better. In order to get a refund, I request you to please get in touch with the reseller directly and they will assist you further regarding the refund.

Please let me know if you need any further assistance.

We wish you a nice day!
Best regards,

**Pravesh Singh
EPOS Global Support**

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Kalpesh Shah, 1 Apr 2021, 19:29 CEST

Good Afternoon, i am extremely busy from 7:00 AM TO 7:00 Pm EST.

At this point I have investment enough time over a product does not work.   Please process a refund.

I will be purchasing a different brand.

Thank you

Kalpesh Shah

Sent from my Galaxy

-------- Original message --------

From: EPOS Global Support <[email-masked]>

Date: 4/1/21 1:19 PM (GMT-05:00)

To: Kalpesh Shah <[email-masked]>

Subject: [EPOS] Re: Adapt 660, Mobile, Very Short Range

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

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Pravesh Singh, 1 Apr 2021, 19:26 CEST (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Kalpesh Shah
**Phone**: 2163747040
**Email**: [email-masked]
**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Mobile
**Issue**: Very Short Range
**Discussed on first outbound call**
the user is getting very short range of the headset when it's connected to the PC (tested in two different PC) using the dongle (1 to 2 Yards)
however, the range is fine when connected to the mobile phone
no wireless connections are establish, tested the headset into USB 3.0
also, user the ANC is not good enough for the user
the ANC feature is so weak as compare to his Plantronics headset
the firmware of the headset and dongle is updated
the PC is running on OS ver 1909

**What:**
requested user to reset the headset and dongle as he was not getting the enough range with the dongle
the customer requested to send out a replacement for the testing and informed that I would request for a refund if the second unit has the same issue
requested the customer to reset the device and share the outcome
informed to the agent after discussing with Level 2, we can collect the headset to test but we can't confirm whether after the replacement he will be able to get the refund from the reseller as we will collect the faulty headset.

**_NEXT ACTION_**

**What**: ticket is assigned by **Pritish Nandi**​ to contact the customer and find a resolution. Attempted to call to discuss the issue, VM left. Requested to confirm a best time.
**Who**: Kalpesh to confirm a best time to call back
**When**: 08/04/2021​

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Pravesh Singh, 1 Apr 2021, 19:19 CEST

Hello Kalpesh,

Please accept my apologies for the inconvenience caused to you. I was trying to reach out to you over the phone and I left a voice mail. I request you to please confirm a best time to call you back again so that we can reach out to a conclusion.

I really appreciate your continued patience while we are working to find a prompt resolution for you.

We wish you a nice day!
Best regards,

**Pravesh Singh
EPOS Global Support**

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Pritish Nandi, 31 Mar 2021, 14:02 CEST (private)

**Pravesh Singh**​ - What is the issue with ANC. Just saying it is not good enough does not help. Also, what needs to be replaced here and what expectation was sent with the customer.

The headset is working fine with Mobile means that the headset BT has no issues. So will it be the dongle? Where is the FW version of the dongle.
What did the customer specifically advise when you were on call. Please write all the details in Case of summary specifically.

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Dipanshu Sharma, 31 Mar 2021, 10:26 CEST (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Kalpesh Shah
**Phone**: 2163747040
**Email**: [email-masked]
**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Mobile
**Issue**: Unable to connect to mobile app
**Current status**:
outbound call:
- the user is getting very short range of the headset when it's connected to the PC (tested in two different PC) using the dongle (1 to 2 Yards)
- however, the range is fine when connected to the mobile phone
- no other wireless connections are establish, tested the headset into USB 3.0
- also, as per user the ANC is not good enough for the user, the ANC feature is so weak as compare to his Plantronics headset
the firmware of the headset and dongle is updated 1.419
- the PC is running on OS ver 1909
- Reset HS and dongle, Pair /unpair done - same issue, no improvement
- POP attachment

Attachment(s):
20210308_182044.jpg - https://eposaudio.zendesk.com/attachments/token/q53WyRzOZ4Gbmd1ZjcseLRwNJ/?name=20210308_182044.jpg

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Kalpesh Shah, 31 Mar 2021, 04:15 CEST

I have done the reset, update firmware, unpair and pair again without any improvement.

Please issue a refund.

Thank you

Kalpesh

Sent from my Galaxy

-------- Original message --------

From: EPOS Global Support <[email-masked]>

Date: 3/25/21 8:04 AM (GMT-05:00)

To: Kalpesh Shah <[email-masked]>

Subject: [EPOS] Re: Adapt 660, Mobile, Unable to connect to mobile app

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

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Dipanshu Sharma, 27 Mar 2021, 07:20 CET (private)

**_NEXT ACTION_**

**What**: Did you get a chance to perform reset? Did it improve the quality of range and Noise Cancellation?
**Who**: Customer
**When**: 31/03/2021

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Dipanshu Sharma, 27 Mar 2021, 07:19 CET (private)

**_NEXT ACTION_**

**What**: Did you get a chance to perform reset? Did it improve the quality of range and Noise Cancellation?
**Who**: Customer
**When**: 30/03/2021

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Dipanshu Sharma, 25 Mar 2021, 13:04 CET (private)

**_NEXT ACTION_**

**What**: Did you get a chance to perform reset? Did it improve the quality of range and Noise Cancellation?
**Who**: Customer
**When**: 30/03/2021

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Dipanshu Sharma, 25 Mar 2021, 13:03 CET

Dear Kalpesh,

Thank you for your response. Referring to your support ticket number 133871.

We tried to contact you via email dated Mar 12, Mar 17 and Mar 20.

However, we are happy that we are reconnected.

We requested to try headset and dongle reset? Did you get a chance to perform reset? Did it improve the quality of range and Noise Cancellation?

We look forward to hearing from you soon.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Kalpesh Shah, 25 Mar 2021, 12:41 CET

When have you tried to connect with me?  What number did you try to call me on?  You are not being honest!!!

Kalpesh Shah

Sent from my Galaxy

-------- Original message --------

From: EPOS Global Support <[email-masked]>

Date: 3/25/21 7:28 AM (GMT-05:00)

To: Kalpesh Shah <[email-masked]>

Subject: [EPOS] Re: Adapt 660, Mobile, Unable to connect to mobile app

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

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Dipanshu Sharma, 25 Mar 2021, 12:29 CET (private)

**_LEVEL 1 CLOSING UNRESPONSIVE REQUESTER_**

**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Mobile
**Issue**: Unable to connect to mobile app

**Problem**: Adapt 660, Mobile, Unable to connect to mobile app
**Attempted Solution**: Reset HS and dongle, 3 follow up done

* * *

**_Closing case as customer is unresponsive_**

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Dipanshu Sharma, 25 Mar 2021, 12:28 CET

Dear Kalpesh,

We're writing to you today with regard to the case 133871 you opened with us on Mar 8.

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 reply to this email, or reach us by phone 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,
**Dipanshu Sharma**
**EPOS Global Support**

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Dipanshu Sharma, 20 Mar 2021, 10:35 CET (private)

**_NEXT ACTION_**

**What**: 3rd follow up done
**Who**: customer
**When**: 19/03/2021​

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Dipanshu Sharma, 20 Mar 2021, 10:31 CET

Dear Kalpesh,

We would like to refer to your **support ticket number 133871** which you have requested with us on 08/03/2021.

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,
Dipanshu Sharma
EPOS Global Support

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Dipanshu Sharma, 17 Mar 2021, 12:42 CET (private)

**_NEXT ACTION_**

**What**: 2nd follow up done
**Who**: customer
**When**: 19/03/2021​

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Dipanshu Sharma, 17 Mar 2021, 12:42 CET

Dear Kalpesh,

We would like to refer to your **support ticket number 133871** which you have requested with us on 08/03/2021.

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,
Dipanshu Sharma
EPOS Global Support

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Dipanshu Sharma, 12 Mar 2021, 13:56 CET (private)

**_NEXT ACTION_**

**What**: 1st follow up done
**Who**: customer
**When**: 16/03/2021​

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Dipanshu Sharma, 12 Mar 2021, 13:56 CET

Dear Kalpesh,

We would like to refer to your **support ticket number 133871** which you have requested with us on 08/03/2021.

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,
Dipanshu Sharma
EPOS Global Support

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Dipanshu Sharma, 10 Mar 2021, 09:56 CET (private)

**_NEXT ACTION_**

**What**: customer to share out come of HS and dongle Reset
**Who**: customer
**When**: 12/03/2021​

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Dipanshu Sharma, 10 Mar 2021, 09:55 CET

Dear Kalpesh,

Thank you for your response. Referring to your support ticket number 133871.

Could you please share the outcome of headset and dongle reset? Did it improve the quality of range and Noise Cancellation?

We look forward to hearing from you soon.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Kalpesh Shah, 9 Mar 2021, 16:14 CET

What are we looking to do?

Kalpesh Shah

Sent from my Galaxy

-------- Original message --------

From: EPOS Global Support <[email-masked]>

Date: 3/8/21 6:25 PM (GMT-05:00)

To: Kalpesh Shah <[email-masked]>

Subject: [EPOS] Re: Adapt 660, Mobile, Unable to connect to mobile app

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

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Kalpesh Shah, 9 Mar 2021, 00:41 CET

Pravesh, thank you for your time.

Please see attachment for my invoice.

Kalpesh Shah

Sent from my Galaxy

-------- Original message --------

From: EPOS Global Support <[email-masked]>

Date: 3/8/21 6:25 PM (GMT-05:00)

To: Kalpesh Shah <[email-masked]>

Subject: [EPOS] Re: Adapt 660, Mobile, Unable to connect to mobile app

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

Attachment(s):
20210308_182044.jpg - https://eposaudio.zendesk.com/attachments/token/dxzWkDXs4E2XYC08iaoL1wTBn/?name=20210308_182044.jpg

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Pravesh Singh, 9 Mar 2021, 00:33 CET (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Kalpesh Shah
**Phone**: 2163747040
**Email**: [email-masked]
**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Mobile
**Issue**: Unable to connect to mobile app
**Current status**:
outbound call:
the user is getting very short range of the headset when it's connected to the PC (tested in two different PC) using the dongle (1 to 2 Yards)
however, the range is fine when connected to the mobile phone
no wireless connections are establish, tested the headset into USB 3.0
also, user the ANC is not good enough for the user
the ANC feature is so weak as compare to his Plantronics headset
the firmware of the headset and dongle is updated
the PC is running on OS ver 1909

**_NEXT ACTION_**

**What**: requested to reset the headset and dongle. Share the invoice of the headset (we may check for an RMA).
**Who**: Kalpesh to response
**When**: 12/03/2021​

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Pravesh Singh, 9 Mar 2021, 00:25 CET

Hello Kalpesh,

Thank you for contacting EPOS Global Support and for giving time out of your busy day to speak with me on the phone and I am glad I was able to be of assistance to you today. For your convenience we have created **support ticket number 133871** for your inquiry.

We are sorry to hear that you are experiencing problems with ADAPT 660. As we discussed over the phone, we request you to please share the invoice of the headset and let me have a look with my team.

Also, I would request you to please perform a factory reset on the headset and dongle by following the steps mentioned below:

**Resetting and clearing the list of the ADAPT 660**

**How to reset BTD 800 Series**

Please let us know it goes. We look forward to hearing from you soon.

We wish you a nice day!
Best regards,

**Pravesh Singh
EPOS Global Support**

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Dipanshu Sharma, 8 Mar 2021, 16:30 CET (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: Kalpesh Shah
**Phone**: 2163747040
**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Mobile
**Issue**: Unable to connect to mobile app
**Current status**: - customer said that he is unable to connect to mobile app.
- Also he can not use ANC, neither while using with PC, nor while using with mobile.
- FW update - it shows 1.2.10
- Customer unable to update
- took remote- updated 1.4.19
- reinstall EC app - same issue
- reset HS
- now HS detected in EPOS mobile app, but customer said that he can not enable ANC Mode in the HS(option is grayed out)
- Requested for some time from customer .need to call back customer with a solution.
- call back done - guided customer to enable ANC from the headset button.
Customer said that when he turn on the ANC he can not feel much difference. He wants to avoid noise upto a vacuum cleaner while the ANC is enabled. Customer said that it should avoid heavy noises as well.
- Customer said that other manufactures plantronics is capable enough to disable the sound of even a vacuum cleaner at the back end.
- customer requested for call back.

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Dipanshu Sharma, 8 Mar 2021, 16:06 CET (private)

Total Duration 804
Disposition : 
Description:    
URL:

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Dipanshu Sharma, 8 Mar 2021, 15:28 CET (private)

need to call customer as Per american day time and guide him to enable ANC via EC mobile app or EC w.indows software

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Dipanshu Sharma, 8 Mar 2021, 15:25 CET (private)

**_CASE SUMMARY_**

**Company Name**: Private
**Contact person**: +18148719428
**Phone**: +18148719428
**Email**: [email-masked]
**Product name**: Adapt 660
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: Mobile
**Issue**: Unable to connect to mobile app
**Current status**: - customer said that he is unable to connect to mobile app.
- Also he can not use ANC, neither while using with PC, nor while using with mobile.

Next- FW update - it shows 1.2.10
- Customer unable to update
- took remote- updated 1.4.19
- reinstall EC app - same issue
- reset HS
- now HS detected in EPOS mobile app, but customer said that he can not enable ANC Mode in the HS(option is grayed out)
- Requested for some time from customer .need to call back customer with a solution

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Dipanshu Sharma, 8 Mar 2021, 15:19 CET (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/d7b0234bc3004a5eac031aab1b8c2168/recordings/0.mp3
Call duration: 2566
Description: customer called and said he is unable to connect to mobile app .ANC function is not working.

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Dipanshu Sharma, 8 Mar 2021, 14:35 CET (private)

ring group :english_enterprise
contact number :  +18148719428
duration : 
status :

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