Subject: SC 260/ USB ED 01, Static noise A side/ No sound A side/ Physical damage
From: EPOS Global Support <[email-masked]>
Cc: Pritish Nandi <[email-masked]>, Shivangi Bhattacharya <[email-masked]>
Date: Thu, 02 Dec 2021 02:56:29 +0000

You are registered as a CC on this support request (184683). Reply to this email to add a comment to the request.

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Daisuke Murata, Dec 2, 2021, 2:56 UTC (private)

**Shivangi Bhattacharya**​
**Pritish Nandi**​

Where's the FW version for SC 260?
Why did not you ask to update on EC instead? FW is not up to date.

 ![](https://eposaudio.zendesk.com/attachments/token/egJIaLgjcWeA3XHHGxS66qF5f/?name=inline-235314284.png)​

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Shivangi Bhattacharya, Dec 1, 2021, 23:22 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Charter Communications
**Contact person**: Kimberly Tinelli
**Phone**: +18456959623
**Email**: [email-masked]
**Product name**: SC 260/ USB ED 01
**Environment:** PC/ Avaya softphone
**Issue**: Warranty return request
**Troubleshooting**: - Firmware up to date
- Cross checked on different devices
- Cross checked on different USB Ports
- The headset is selected as default device
**Current status**: The customer shared screenshots
Checking with L2

Attachment(s):
image001 (3).png - https://eposaudio.zendesk.com/attachments/token/frwgxf87qpQvqDRat7tu1yExn/?name=image001+%283%29.pngimage001 (2).png - https://eposaudio.zendesk.com/attachments/token/gw38U8FhliPUwoW4g0sZlp5Il/?name=image001+%282%29.pngimage001 (1).png - https://eposaudio.zendesk.com/attachments/token/HlEw8U5A4Zg4fzniCpqWVYaAy/?name=image001+%281%29.png

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Shivangi Bhattacharya, Dec 1, 2021, 23:21 UTC

Dear Kimberly,

Thank you for your update.

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 or you can call us directly 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,
Shivangi Bhattacharya
EPOS Global Support

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Kimberly Tinelli, Dec 1, 2021, 16:51 UTC

Hi,

Here are the screenshots of the firmware.

![](https://eposaudio.zendesk.com/attachments/token/O3DEyf1IohmQW7TjsCAk4eZnV/?name=image001.png)

![](https://eposaudio.zendesk.com/attachments/token/O3DEyf1IohmQW7TjsCAk4eZnV/?name=image001.png)

![](https://eposaudio.zendesk.com/attachments/token/O3DEyf1IohmQW7TjsCAk4eZnV/?name=image001.png)

Thanks!

!(https://eposaudio.zendesk.com/attachments/token/Ko2pF2STz7XIbU2auaUUx9AFj/?name=image002.jpg)

**Kimberly Tinelli** | Administrative Assistant, Customer Service | 845.695.9623

2 Industrial Drive, Middletown, New York

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Shivangi Bhattacharya, Nov 29, 2021, 20:27 UTC (private)

**_NEXT ACTION_**

**What**: Awaiting the customer's update
**Who**: Kimberly
**When**: By SLA due date

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Shivangi Bhattacharya, Nov 29, 2021, 20:26 UTC

Dear Kimberly,

Thank you for your time over the call.

As discussed, kindly help us with the screenshots of EPOS Connect for a few products.

We look forward to your reply.

Please do not hesitate to contact us if you have any further questions. You can reach us by answering to this email or by calling us directly 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,
Shivangi Bhattacharya
EPOS Global Support

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Shivangi Bhattacharya, Nov 29, 2021, 20:21 UTC (private)

Total Duration 103
Disposition : Successful Call
Description:  Asked the customer to send us a few screenshots of EPOS Connect for a few of the products  
URL:

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Daisuke Murata, Nov 29, 2021, 2:48 UTC (private)

**Shivangi Bhattacharya**​
Not for every single unit, but try collecting EC screenshots for some products. The amount is quite huge and we may want to be careful.
Please also collect the recorded sound for some products, too.

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Shivangi Bhattacharya, Nov 24, 2021, 16:06 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Charter Communications
**Contact person**: Kimberly Tinelli
**Phone**: +18456959623
**Email**: [email-masked]
**Product name**: SC 260/ USB ED 01
**Environment:** PC/ Avaya softphone
**Issue**: Warranty return request
**Troubleshooting**: - Firmware up to date
- Cross checked on different devices
- Cross checked on different USB Ports
- The headset is selected as default device
**Current status**: The customer shared pictures of the broken headsets
Checking with L2

Attachment(s):
20211123_135220 (1).jpg - https://eposaudio.zendesk.com/attachments/token/K1xohXcmJfi5G2U8YlQmaAyr9/?name=20211123_135220+%281%29.jpg20211123_135202 (1).jpg - https://eposaudio.zendesk.com/attachments/token/VwteZ22bRAL1z5dG9A0Bb78fY/?name=20211123_135202+%281%29.jpgOrder PO2200608 (1).pdf - https://eposaudio.zendesk.com/attachments/token/4jFVgCSDXDpLY56jL3iwfFtFa/?name=Order+PO2200608+%281%29.pdf

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Shivangi Bhattacharya, Nov 24, 2021, 16:04 UTC

Dear Kimberly,

Thank you for your update.

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 or you can call us directly 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,
Shivangi Bhattacharya
EPOS Global Support

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Shivangi Bhattacharya, Nov 24, 2021, 16:03 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Charter Communications
**Contact person**: Kimberly Tinelli
**Phone**: +18456959623
**Email**: [email-masked]
**Product name**: SC 260/ USB ED 01
**Environment:** PC/ Avaya softphone
**Issue**: Warranty return request
**Troubleshooting**: - Firmware up to date
- Cross checked on different devices
- Cross checked on different USB Ports
- The headset is selected as default device
**Current status**: The customer shared pictures of the broken headsets
Check with L2

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Kimberly Tinelli, Nov 23, 2021, 19:00 UTC

Hi,

Please see response to steps below. I have also attached pictures of the broken headsets.

- Kindly update the firmware of the headset-firmware is up to date
- Kindly cross check the headset on different device-the headsets are used on multiple PCs
- Kindly cross check the headset on different USB Ports-the agents try 4 different ports before we give them another headset
- Kindly check if the headset is selected as the default device-the headset is the default device
- Kindly cross test the headset over different softphones-we only use avaya as a softphone

Thanks!

!(https://eposaudio.zendesk.com/attachments/token/tg9G2BbbVUYxf5FcH6iZNCP6f/?name=image001.jpg)

**Kimberly Tinelli** | Administrative Assistant, Customer Service | 845.695.9623

2 Industrial Drive, Middletown, New York

Attachment(s):
20211123_135202.jpg - https://eposaudio.zendesk.com/attachments/token/X45ovAmJj8GnNJh7ExPVU7Hgn/?name=20211123_135202.jpg20211123_135220.jpg - https://eposaudio.zendesk.com/attachments/token/GUkDCGRoAU7ausTDoEzHbIvIp/?name=20211123_135220.jpg

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Shivangi Bhattacharya, Nov 22, 2021, 17:45 UTC (private)

**_NEXT ACTION_**

**What**: Awaiting the customer's update
**Who**: Kimberly
**When**: By SLA due date

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Shivangi Bhattacharya, Nov 22, 2021, 17:45 UTC

Dear Kimberly,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 184683** for your inquiry.

We are sorry to hear that you are experiencing problems with SC 260.

As per our discussion over the call, kindly go through the below troubleshooting steps:
- Kindly update the firmware of the headset
- Kindly cross check the headset on different device
- Kindly cross check the headset on different USB Ports
- Kindly check if the headset is selected as the default device
- Kindly cross test the headset over different softphones

Let us know if this helps.

Kindly also share a few pictures of the physical damage on the headsets in order for us to review.

We look forward to your reply.

Please do not hesitate to contact us if you have any further questions. You can reach us by answering to this email or by calling us directly 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,
Shivangi Bhattacharya
EPOS Global Support

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Shivangi Bhattacharya, Nov 22, 2021, 17:10 UTC (private)

Total Duration 94
Disposition : Successful Call
Description:  The customer informed that some of the headsets are physically broken and they can perform troubleshooting on the ones without any physical damage
Asked the customer to share a few pictures of the physical damage with us  
URL:

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Heta Nyrhinen, Nov 22, 2021, 7:35 UTC (private)

Please commence basic troubleshooting.

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AJ Hurry, Nov 17, 2021, 20:45 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/fc4efa40cc7b4987871f1b26992344da/recordings/0.mp3
Call duration: 76
Description: Customer called for an update. She has the headsets packed and ready to ship.

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Shivangi Bhattacharya, Nov 12, 2021, 22:12 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Charter Communications
**Contact person**: Kimberly Tinelli
**Phone**: +18456959623
**Email**: [email-masked]
**Product name**: SC 260/ USB ED 01
**Issue**: Warranty return request
**Troubleshooting**: N/A
**Current status**: There are 21 SC 260 and 40 USB-ED 01 cables
Checking with L2 as per the procedure

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!*** Kimberly Tinelli was not signed in when this comment was submitted. Learn more ***!

Kimberly Tinelli, Nov 12, 2021, 21:49 UTC

21 SC260 Headsets that have static, no audio, or are physically broken 
40 USB-ED 01 adapters that are causing audio isssues

Attachment(s):
Order PO2200608.pdf - https://eposaudio.zendesk.com/attachments/token/tIs20leUrMVDi8Pl7IfMtURCK/?name=Order+PO2200608.pdf

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