Subject: Summary feedback #166921
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>, Abhishek Kumar <[email-masked]>
Date: Wed, 18 Aug 2021 09:01:31 +0000

Hi Pritish and Abhishek,

Here is some summary feedback to ticket #166921. My comments are below in red.

LEVEL 1 TRANSFER TO LEVEL 2

REASON FOR TRANSFER: MB 660 UC, PC, Stuck button and can not be charged
Transfer to L2 article is checked: Y
User manual checked: NA
Knowledge base checked: NA
Zendesk old tickets checked: Y
Consulted with the team lead: NA

CASE SUMMARY

Company Name: MaibornWolff GmbH
Contact person: Simeon Heinke
Email: [email-masked]<mailto:[email-masked]>
Product name: MB 660 UC - S/N: 0350002835, USB cable Is this correct? Customer sent a photo of ADAPT 660.
Number of Products: 1
Sales Opportunity Size in Headsets: 0
Environment: PC Was charging with a power adapter tried?
Issue: Stuck button and can not be charged Which button is stuck? (Customer described it, but the agent didn’t include it in the summary.
Troubleshooting:
- It has a stuck button and can not be charged anymore. This is issue description, not troubleshooting.
- picture from bottom of HS attached as requested This is issue description, not troubleshooting.
- no LED signal on HS and no LED on charging  This is issue description, not troubleshooting.
- HS is not recognized by PC This is issue description, not troubleshooting.
- cross tested with other PC and several USB cables Ok
- no FW check or update possible Why?
- tried to reset but not possible, same issue Was reset done or not? Unclear description.
Current status:
- the device is only a week old, it should still be within the warranty period. This should be part of the issue description. There it was stated “can’t be charged anymore”. How quickly did the issue appear, as the product is very new?
- Cx is asking for support or RMA.
Next: This is not part of the summary template.
RMA for 1x ADAPT 660 - 1000200(1)

Best regards​​
Heta Nyrhinen
Project Manager
Global Support and Service
+45 4470 0148
+45 2213 1261
EPOS Group A/S​ · Industriparken 27 · DK-2750 Ballerup · Denmark
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