Subject: Fwd: Referral
From: Bharat Bhushan <[email-masked]>
To: Pritish Nandi <[email-masked]>
Date: Thu, 5 Aug 2021 01:45:06 -0700 (MST)

FYI.. 

From: "bharat bhushan" <[email-masked]> 
To: "thomserv" <[email-masked]> 
Cc: "Josephine Veena Dorairaj, JVDO" <[email-masked]>, "gaminghelp" <[email-masked]> 
Sent: Thursday, August 5, 2021 2:10:44 PM 
Subject: Re: Referral 

Dear Mr. Varkey, 

Hope you are doing well. 

The headset model is "PC 5 Chat". 

Let me know if you need any other information. 

Best regards, 
Bharat Bhushan 
EPOS Global Support 

From: "Thomsun Service Center Dubai" <[email-masked]> 
To: "bharat bhushan" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Cc: [email-masked] 
Sent: Thursday, August 5, 2021 1:48:12 PM 
Subject: RE: Referral 

Dear Mr Bhushan, 

There are two models in PC %. 

Kindly confirm your model. 

Regards 

Mathew Varkey 

From: EPOS Global Support [mailto:[email-masked]] 
Sent: Wednesday, August 4, 2021 3:25 PM 
To: Thomserv; Bharat Bhushan; Josephine Veena 
Subject: Re: Referral 

Dear Team, 

Please ignore the previous response. Please find below the updated referral request. 

Company: ESD Audio 

Name: Allan Rotoni 

Country: QATAR 

Telephone: +97477615747 

Email: [email-masked] 

Enquiry: PC 5 headset - Microphone is not working. 

Please reach out to them as soon as possible. 

Regards, 

Pritish Nandi 

 Conversation ID: e5451616-f50a-11eb-afc6-3837346b1e9d a7d5964f-f516-11eb-b3e0-acd2a56e2a6d 7f8600d On Wed, August 4 at 15:31, Bharat Bhushan wrote: 

Dear EPOS Audio Country Partner 

We would like to forward an enquiry to you. The details are as follows: 

Name: Allan Rotoni 

Country: QATAR 

Telephone: +97477615747 

Email: [email-masked] 

Enquiry: 

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Pritish Nandi, Aug 4, 2021, 9:05 (private) 

RMA approved for PC 5. Escalate to country partner and CC Josephine. 

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

Bharat Bhushan, Aug 3, 2021, 8:40 (private) 

**_NEXT ACTION_** 

**Product name**: PC 5 
**Number of Products**: 1 
**Environment**: PC 
**Issue**: No Sound B-Side 

**What**: Customer mentioned delivery issues from country partner end. Escalated to L2 (#164571). Awaiting go ahead. 
**Who**: L2 
**When**: 05/08/2021 

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

Bharat Bhushan, Aug 3, 2021, 8:38 

Dear Allan Rotoni, 

Referring to your support ticket number 164474. 

Thanks for sharing the requested information. 

We are processing your requested and will get back to you as soon as we have an update. 

We wish you a nice day! 

Best regards, 
Bharat Bhushan 
EPOS Global Support 

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

Esd Audio, Aug 2, 2021, 14:42 

Dear Mr. Bhushan, 

Please refer below. 

Company: Modernhome 
Name: Allan Rotoni 
Phone: +97444257844 +97455498975 
E-mail: esd,[email-masked] [email-masked] 
Address line 1: Lagoona building No.50 Street No.51 Lusail street, West Bay-Al Qutaifiya Area66 Doha Qatar P.O Box 615 
Address line 2: 
City: Doha 
State/Province: Qatar 
Zip Code: N/A 
Country: Qatar 

Regards, 
Allan Rotoni 

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

Bharat Bhushan, Aug 2, 2021, 11:41 (private) 

**_NEXT ACTION_** 

**Product name**: PC 5 
**Number of Products**: 1 
**Environment**: PC 
**Issue**: No Sound B-Side 

**What**: Requested shipping info. 
**Who**: Allan Rotoni 
**When**: 04/08/2021 

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

Bharat Bhushan, Aug 2, 2021, 11:41 

Dear Allan Rotoni, 

Referring to your support ticket number 164474. 

Could you please provide us with the following information before we can proceed with the replacement process. 

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

Please note that in accordance with the warranty terms the defective product needs to be returned and inspected first, before a replacement can be ordered. We will send you further instructions regarding the returning later. 

Hope to hear from you soon. 

We wish you a nice day! 

Best regards, 
Bharat Bhushan 
EPOS Global Support 

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

Pritish Nandi, Aug 2, 2021, 9:40 (private) 

Advise that we are checking with Country partner on delay in responding to the requests. We will update them once we have further details on how to proceed further. 

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

Bharat Bhushan, Aug 2, 2021, 8:59 (private) 

**CASE SUMMARY** 

Company Name: Modernhome 
Contact person: Allan Rotoni 
Email: [email-masked] 
Product name: PC 5 
Number of Products: 1 
Sales Opportunity Size in Headsets: 0 
Issue: No Sound B-Side 
Current status: Microphone is not working 
- Tested on 3 different devices but same result 
- No visible physical damage 
- System sound settings are correct 
- Unable to locate the Serial# of Headset 
- Tested by the local Technician 

**Next Content:** RMA approval requested 

**NOTE:** Customer unhappy with the time taking for the replacement headset delivery. They have already requested for 3 replacement headsets and no replacement received yet. Delayed response from the country partner. 

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

Bharat Bhushan, Aug 2, 2021, 8:51 

Dear Allan, 

Referring to your support ticket number 164474. 

Thanks for sharing the requested information. 

We will initiate the warranty process and will get back to you as soon as we have an update. 

If you have any further questions, please feel free to respond to this ticket. 

Thank you. 

We wish you a nice day! 

Best regards, 
Bharat Bhushan 
EPOS Global Support 

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

Esd Audio, Aug 1, 2021, 8:17 

Dear Mr. Bushan, 

Attached is the scanned official invoice copy that was given to us by the store and customer. I already attached it in my previous mail. 

Regards, 
Allan Rotoni 

Attachment(s): 
657286.PNG - https://eposaudio-gaming.zendesk.com/attachments/token/oKJ4G5UhZbCQfd4G9UGVubAgl/?name=657286.PNG 

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

Bharat Bhushan, Jul 29, 2021, 14:38 (private) 

**_NEXT ACTION_** 

**Product name**: PC 5 
**Number of Products**: 1 
**Issue**: No Sound B-Side 

**What**: Share original invoice 
**Who**: Allan 
**When**: 03/08/2021 

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

Bharat Bhushan, Jul 29, 2021, 14:38 

Dear Allan, 

Referring to your support ticket number 164474. 

As discussed, please share the original invoice. 

Hope to hear from you soon. 

Thank you. 

We wish you a nice day! 

Best regards, 
Bharat Bhushan 
EPOS Global Support 

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

Bharat Bhushan, Jul 29, 2021, 14:36 (private) 

Total Duration 511 
Disposition : Successful Call 
Description: Called customer and requested to share the original Incoice. Customer will try to get and will respond soon. 
URL: 

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

Bharat Bhushan, Jul 29, 2021, 13:42 (private) 

Total Duration 446 
Disposition : Successful Call 
Description: Customer tested the HS on 3 different devices but same result. Also, there is no physical damage to to the headset. Customer unable to find any Device id or Serial Number on the box or headset. 
URL: 

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

Bharat Bhushan, Jul 29, 2021, 13:31 (private) 

**_CASE SUMMARY_** 

**Company Name**: Modernhome 
**Contact person**: Allan Rotoni 
**Email**: [email-masked] 
**Product name**: PC 5 
**Number of Products**: 1 
**Sales Opportunity Size in Headsets**: 0 
**Issue**: No Sound B-Side 
**Current status**: Microphone is not working 

**Next Content:** If tested on a different computer/device 
- Any physical damage 
- Check Sound Settings 
- Serial# of Headset 

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

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Esd Audio, Jul 29, 2021, 8:26 

Dear Support Team, 

My name is Allan Rotoni staff Technician of Modernhome Company and authorized product distributor here in Qatar. 

We have received the subject unit from the customer in-warranty and tested faulty which is the mic has no sound. For your kind advice on how to proceed to replace this defective unit to the customer. 

Attached file is the POP copy from the customer. 

MODEL:PC 5 CHAT 
SN: N/A 

Regards, 
Allan Rotoni 

Attachment(s): 
657286.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/S3ookjER8QyhqVlGnUNzxOrH3/?name=657286.pdf 

--- 

Thank you for your help! 

Best regards 

EPOS Global Support