Subject: SDW 5065, Replacement
From: EPOS Global Support <[email-masked]>
Cc: Pritish Nandi <[email-masked]>
Date: Mon, 24 May 2021 09:28:30 +0000

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

You are registered as a CC on this support request (149890). Reply to this email to add a comment to the request.

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Anupam Tiwari, 24 May 2021, 11:28 CEST (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

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

**Company Name**: Corptel
**Contact person**: John Whittle
**Phone**: +44 1942265158
**Email**: [email-masked]
**Product name**: SDW 5065
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Issue**: Replacement
**Current status**:
- Ongoing issue with SDW headsets - Faye Quinn and Nigel Holland are aware of this issue and Nigel will personally be doing some testing
- Please can you send the 2 units back as replacements? 1000604.
- Any issues please ring John Whittle on 01942 265158.
- it’s an ongoing issue with one of our customers and we are waiting for more information.
- Issue is not disclosed yet by reseller.
- Asked if we can call customer, however reseller stated "Thanks for the offer of help, but our account manager is already dealing with it.  It’s a long-standing issue that’s been dealt with."
- **Pritish Nandi**​ informed there is EPOS employee involved, hence escalating to L2 for further assistance. please advice.
- 1000604 IMPACT SDW 5065 - UK

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Anupam Tiwari, 24 May 2021, 11:11 CEST (private)

**_NEXT ACTION_**

**What**: it’s an ongoing issue with one of our customers and we are waiting for more information.
**Who**: John
**When**: 27/05/2021

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Anupam Tiwari, 24 May 2021, 11:10 CEST

Dear John,

Thank you for your response, referring to your support ticket number 149890.

Please keep us informed once you have further information from customer.

Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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John Whittle, 24 May 2021, 11:05 CEST

Thanks for the offer of help, but our account manager is already dealing with it.  It’s a long-standing issue that’s been dealt with.

**From:** EPOS Global Support <[email-masked]>
**Sent:** 24 May 2021 10:03
**To:** John Whittle <[email-masked]>
**Subject:** [EPOS] Re: SDW 5065, Replacement

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

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Anupam Tiwari, 24 May 2021, 11:03 CEST (private)

**_NEXT ACTION_**

**What**: it’s an ongoing issue with one of our customers and we are waiting for more information.
**Who**: John
**When**: 27/05/2021

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Anupam Tiwari, 24 May 2021, 11:02 CEST

Dear John,

Thank you for your response, referring to your support ticket number 149890.

If it's not against your company policy, could please share contact details for customer and best time we can reach out for troubleshooting.

Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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John Whittle, 24 May 2021, 10:23 CEST

Good Morning,

Sorry for the late response, it’s an ongoing issue with one of our customers and we are waiting for more information.

As soon as I get another update, I’ll let you know what’s going on.

Thanks,

John.

John Whittle​

|

Returns

|

Tel: **+44 (0)1942 265 158**

 **Corptel Head Office | Beswick House | Greenfold Way | Leigh** **|** Greater Manchester | WN7 3XT
​Returns Address | 4-6 Commonwealth Close | Leigh Business Park | Leigh | Greater Manchester | WN7 3BD
 ![EPOS EXPAND Vision 3T - All-in-One Video Collaboration Solution Certified for Microsoft Teams. Click to See More](https://eposaudio.zendesk.com/attachments/token/NFJB87oqQepGV7EbCODESYPPM/?name=image227164.jpg "EPOS EXPAND Vision 3T - All-in-One Video Collaboration Solution Certified for Microsoft Teams. Click to See More")
 ![Receive a FREE tub of antibacterial wipes with EVERY order - RRP £9.95](https://eposaudio.zendesk.com/attachments/token/qa0cFbL66WqqYWL7keesAG1sr/?name=image242214.jpg "Receive a FREE tub of antibacterial wipes with EVERY order - RRP £9.95")
 ![](https://eposaudio.zendesk.com/attachments/token/WuaKMMQchin5DTgRAErcbQdMA/?name=image154866.jpg)

**From:** EPOS Global Support <[email-masked]>
**Sent:** 24 May 2021 09:07
**To:** John Whittle <[email-masked]>
**Subject:** [EPOS] Re: Faulty Headsets - 2 x 1000604

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

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Anupam Tiwari, 24 May 2021, 10:08 CEST (private)

**_NEXT ACTION_**

**What**: Could you please share the best time we can call you during business hours.
**Who**: John
**When**: 27/05/2021

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Anupam Tiwari, 24 May 2021, 10:07 CEST

Dear John,

We would like to refer to your **support ticket number 149890** which you have requested with us on 18/05/2021.

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.

Could you please share the best time we can call you during business hours.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, 19 May 2021, 09:35 CEST (private)

**_NEXT ACTION_**

**What**: Share more details
**Who**: John
**When**: 22/05/2021

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Anupam Tiwari, 19 May 2021, 09:34 CEST

Dear John,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 149890** for your inquiry.

We are sorry to hear that you are experiencing problems with SDW headset.

We tried reaching out to you over the phone, however reached your voicmeail.

Could you please share insight about the issue with headset and brief about troubleshooting performed such that we can check for warranty claim.

Looking forward to your response.

We wish you a nice day!

Best regards,
Anupam Tiwari
EPOS Global Support

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Anupam Tiwari, 19 May 2021, 09:32 CEST (private)

Total Duration 12
Disposition : Attempting Contact
Description:  Got VM  
URL:

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!*** John Whittle was not signed in when this comment was submitted. Learn more ***!

John Whittle, 18 May 2021, 16:12 CEST

Ongoing  issue with SDW headsets - Faye Quinn and Nigel Holland are aware of this issue and Nigel will personally be doing some testing 
Please can you send the 2 units back as replacements? 1000604. 
Any issues please ring John Whittle on 01942 265158.

Attachment(s):
RTN EPOS.pdf - https://eposaudio.zendesk.com/attachments/token/Kd6B93qR9Y2oQcNCkJIRSlR6a/?name=RTN+EPOS.pdf

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