Subject: PC 8, Headset return to Sennheiser
From: EPOS Global Support <[email-masked]>
Cc: Ashish <[email-masked]>, Daniele Castiglioni <[email-masked]>
Date: Tue, 26 Jan 2021 15:52:14 +0000

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

You are registered as a CC on this support request (124051). Reply to this email to add a comment to the request.

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Pradeep Verma, Jan 26, 2021, 15:52 UTC (private)

**Daniele Castiglioni**​ **Ashish**​ please update the customer ASAP as he is asking the same thing again and again

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Pradeep Verma, Jan 26, 2021, 15:51 UTC (private)

Request #126043 "Chat with Karan Kapadiya" was closed and merged into this request. Last comment in request #126043:

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Ashish, Jan 26, 2021, 15:39 UTC (private)

**_NEXT ACTION_**

**What**: Checking status with CS
**Who**: CS
**When**: 29/01/2021

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Pradeep Verma, Jan 25, 2021, 16:35 UTC (private)

**Daniele Castiglioni**​  Please contact customer ASAP as he is asking for management email and said that he will write on social media

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Pradeep Verma, Jan 25, 2021, 16:33 UTC (private)

Request #125810 "Chat with Karan Kapadiya" was closed and merged into this request. Last comment in request #125810:

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Daniele Castiglioni, Jan 25, 2021, 11:33 UTC (private)

**_NEXT ACTION_**

**What**: informing customer we will advise after inspection and procees takes 15 business days
**Who**: Karan
**When**: 05/02/2021​

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Daniele Castiglioni, Jan 25, 2021, 11:32 UTC

Dear Karan,

As previously informed, after the defective product has been inspected, we will contact you regarding the next steps.

Please note that he process usually takes fifteen working days.

We wish you a nice day!

Best regards,
**Daniele Castiglioni
EPOS Global Support**

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Karan Kapadiya, Jan 25, 2021, 7:45 UTC

When will I have new headphone?

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Daniele Castiglioni, Jan 25, 2021, 7:35 UTC (private)

**_NEXT ACTION_**

**What**: Confirming customer that we  received the Faulty in our WH
**Who**: Karan
**When**: 05/02/2021​

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Daniele Castiglioni, Jan 25, 2021, 7:33 UTC

Dear Karan,

Thank you for your email, i confirm we received the faulty headset.

After the defective product has been inspected, we will contact you regarding the next steps.

We wish you a nice day!

Best regards,
**Daniele Castiglioni
EPOS Global Support**

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Daniele Castiglioni, Jan 25, 2021, 7:02 UTC (private)

**_NEXT ACTION_**

**What**: Checking with CS if faulty received
**Who**: Karan
**When**: 27/01/2021​

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Karan Kapadiya, Jan 23, 2021, 12:28 UTC

Hi ,

My headphones has bene delivered .

Please find attached status .

Please let me know when will I get my new headphone.

On Fri, Jan 22, 2021, 9:02 PM karan kapadiya <[email-masked]> wrote:

> Hi ,
>
>
> Did you Receive Headphone or not ?

Attachment(s):
Screenshot_20210123-175708_Chrome.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/CnfTAaIc5vHjPVFymzBn2nijp/?name=Screenshot_20210123-175708_Chrome.jpg

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Ismael Zakaria, Jan 22, 2021, 15:55 UTC (private)

Request #125458 "Chat with Karan Kapadiya" was closed and merged into this request. Last comment in request #125458:

Customer is waiting for the update regarding this headset

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Karan Kapadiya, Jan 22, 2021, 15:32 UTC

Hi ,

Did you Receive Headphone or not ?

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Daniele Castiglioni, Jan 21, 2021, 6:50 UTC (private)

**_NEXT ACTION_**

**What**: Customer sent the defective unit
**Who**: Karan
**When**: 02/02/2021​

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Daniele Castiglioni, Jan 21, 2021, 6:49 UTC

Dear Karan,

Thank you for your email and for sending the defective headset.

After the defective product has been inspected, we will contact you regarding the next steps.

We wish you a nice day!

Best regards,
**Daniele Castiglioni
EPOS Global Support**

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Karan Kapadiya, Jan 20, 2021, 15:34 UTC

Hi ,

I have sent headphone today through courier. Kindly find attached receipt .

Attachment(s):
20210120_210301.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/yCJcIJcOOAdnbmLgJNh7KQzrU/?name=20210120_210301.jpg

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Karan Kapadiya, Jan 19, 2021, 15:28 UTC

Thank you for your assistance. will send asap

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Daniele Castiglioni, Jan 19, 2021, 10:27 UTC (private)

**_NEXT ACTION_**

**What**: Informing customer to send the faulty to Bangalore WH
**Who**: Karan
**When**: 29/01/2021​

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Daniele Castiglioni, Jan 19, 2021, 10:26 UTC

Dear Karan,

Please send the defective product to this address below and include your contact information along with the reference 124051RIN0000035:

EPOS Audio India Pvt Ltd.
Site No 14 1st Main Road 2nd Block Goraguntepalya
Ext. PID No 11-29-14, Bangalore 560022

After the defective product has been inspected, we will contact you regarding the next steps.

We wish you a nice day!

Best regards,
**Daniele Castiglioni
EPOS Global Support**

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Pravesh Singh, Jan 18, 2021, 16:50 UTC (private)

**_NEXT ACTION_**

**What**: CS team to process the replacement.
**Who**: CS team
**When**: 22/01/2021​

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Pravesh Singh, Jan 18, 2021, 16:47 UTC (private)

#124489, INCOMING CHAT

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Pravesh Singh, Jan 18, 2021, 16:16 UTC (private)

Name: kapadiya karan
Phone: 8460416234
E-mail:[email-masked]
Address line 1: 680, vankar vas patel bhagol
Address line 2: kolavada, Gandhinagar Gujrat 382051
City: Gandhinagar
State/Province: Gujrat
Zip Code:382051
Country:INDIA

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Pritish Nandi, Jan 18, 2021, 9:49 UTC (private)

**_NEXT ACTION_**

**What**: Asked for Shipping
**Who**: Karan
**When**: 22/01/2021​

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Pritish Nandi, Jan 18, 2021, 9:39 UTC

Dear Karan,

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.

We wish you a nice day!

Best regards,
Pritish Nandi
EPOS Global Support

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Pritish Nandi, Jan 18, 2021, 9:37 UTC (private)

RMA approved for PC 8 USB

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Anupam Tiwari, Jan 18, 2021, 8:24 UTC (private)

User called for replacement and was pushing for replacement on priority.
User wants to reach out to L2 team for Expediting process. Informed user we are SPOC for all issue's.
User talked in Hindi through out the call.

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Anupam Tiwari, Jan 18, 2021, 8:21 UTC (private)

Request #124334 "New ticket from +497" was closed and merged into this request. Last comment in request #124334:

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Anupam Tiwari, Jan 18, 2021, 8:17 UTC (private)

Disposition: \nRecording URL: https://epos.mytalkdesk.com/interactions/0d629d6b56b349d58a195fb3cfb6fc85/recordings/0.mp3\nCall duration: 437
Description:

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Karan Kapadiya, Jan 18, 2021, 8:09 UTC

Hi AJ,

I tried calling on Indian number and no one is responding .same happen as Sennheiser . This is not professional way to work .I need response today asap

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AJ Hurry, Jan 15, 2021, 17:58 UTC (private)

**_NEXT ACTION_**

**What**: L2 RMA review, within warranty + goodwill
**Who**: L2
**When**: 19/01/2021​

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AJ Hurry, Jan 15, 2021, 17:57 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Karan Kapadiya
**Email**: [email-masked]
**Product name**: PC 8
**Issue**: Headset return to Sennheiser
**Current status**:
- Customer reports no sound on mic
- Extremely irate over a bad experience with Sennheiser India support
- Crosstested with 2 PCs
- Default audio device selected and Windows settings checked
- Win 10 v1909 build 18363.1316

Order from Jan 1, 2020. Invoice attached.

**Next**:
L2 RMA review, within warranty + goodwill

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AJ Hurry, Jan 15, 2021, 17:52 UTC

Dear Karan,

Thank you for taking my call today. As discussed, we're expediting the reviewing of your warranty, and should have an update for you asap - we're aiming for Saturday, but we will have an answer for certain by Monday morning.

Our numbers are +91 120 418 4843 and 1-800-895-7412, and your ticket reference number is 124051.

I'm really sorry to hear about the experience you had with Sennheiser India support - EPOS is going to do better.

Please expect an update from me when I hear back from the Warranty review team.

Best regards,
AJ Hurry
EPOS Global Support

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AJ Hurry, Jan 15, 2021, 17:36 UTC (private)

Total Duration 511
Disposition : Successful Call
Description:  Advised about warranty policy  
URL:

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Karan Kapadiya, Jan 15, 2021, 17:04 UTC

Hi Aj harry,

Kindly provide me your cell number or contact number where i can reach you directly without playing email and email .

Kindly, without wasting time , advise me to solve this issue asap.

or you can reach me at +91 8460416234..

Regards,

karan kapapdiya .

+91 8460416234

On Fri, Jan 15, 2021 at 11:57 AM karan kapadiya <[email-masked]> wrote:

> Hi EPOS,
>
>
> i didn't do it , whiteout address how can i send , kindly provide me full address to send Headphone .
>
>
>
> Regards,
>
> karan kapapdiya .
>
> +91 8460416234

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Karan Kapadiya, Jan 15, 2021, 16:57 UTC

Hi EPOS,

i didn't do it , whiteout address how can i send , kindly provide me full address to send Headphone .

Regards,

karan kapapdiya .

+91 8460416234

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AJ Hurry, Jan 15, 2021, 16:49 UTC (private)

**_NEXT ACTION_**

**What**: Customer to share return label/shipping info
**Who**: Karan Kapadiya
**When**: 20/01/2021​

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AJ Hurry, Jan 15, 2021, 16:49 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Karan Kapadiya
**Email**: [email-masked]
**Product name**: PC 8
**Issue**: Headset returned to Sennheiser
**Current status**:
- Customer returned his HS to Sennheiser India for a replacement, is looking for an update

**Next**:
Customer to share return label/shipping info

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AJ Hurry, Jan 15, 2021, 16:48 UTC

Dear Karan,

Thank you for contacting EPOS Global Support. For your convenience we have created a **support ticket number 124051** for your inquiry.

We're very sorry to hear about the issues you've been experiencing with Sennheiser support. Could you share a copy of the return label you used to ship the headset to Sennheiser, please?

We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

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Karan Kapadiya, Jan 15, 2021, 16:02 UTC

Hi All ,

Kindly let me know when will get replacement of my Headphone .

1. City of residence : Gandhinagar ,Gujrat

2. Date/Year of purchase of the product: 03:01:2020

3. Model number of the product : Sennheiser pc 8 over-Ear USB voip headphone with Mike .

Black B005HWEZGG.

when i called first time to Sennheiser , some one picked up call and ask me to send email and i did, after that in day i tried 5 to 6 time everytime it says that

call executive are busy , i did continues three days no one responding . i think they blocked my number , this is way to give professional service . i want my headphone back oor want to talk someone so kindly give me personal number to person who is handling my case or you can reach me at +91 8460416234.

Regards,

karan Kapadiya

+91 8460416234

Attachment(s):
1352a71f-aaca-4f1c-8d81-a265b6f39cb3.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/AuDFKsOrIA5arLjoyJC8sCNER/?name=1352a71f-aaca-4f1c-8d81-a265b6f39cb3.pdfinvoice.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/ZSAOdx3IYRW1tL6fhaqPDMqMw/?name=invoice.pdf

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Karan Kapadiya, Jan 15, 2021, 8:07 UTC

Hi,

Below you can find details and attached invoice .

1. City of residence : Gandhinagar ,Gujrat

2. Date/Year of purchase of the product: 03:01:2020

3. Model number of the product : Sennheiser pc 8 over-Ear USB voip headphone with Mike .

Black B005HWEZGG

On Wed, Jan 13, 2021 at 6:43 AM karan kapadiya <[email-masked]> wrote:

> Hi Himanshi,
>
>
>
> 1. City of residence : Gandhinagar ,Gujrat
>
> 2. Date/Year of purchase of the product: 03:01:2020
>
> 3. Model number of the product : Sennheiser pc 8 over-Ear USB voip headphone with Mike .
>
> Black B005HWEZGG
>
>
>
> On Wed, Jan 13, 2021, 4:51 PM IN INFO <[email-masked]> wrote:
>
> > Dear Karan,
> >
> >
> >
> > Thank you for writing to us.
> >
> >
> >
> > We would request you to kindly share the following details to assist you further:
> >
> >
> >
> > 1. City of residence
> >
> > 2. Date/Year of purchase of the product
> >
> > 3. Model number of the product
> >
> >
> >
> >
> >
> > Thanks & Regards
> >
> > Himanshi Arora
> >
> > Executive – Customer Service
> >
> >
> >
> > Sennheiser Electronics India Pvt. Ltd.
> >
> > 104-ABC, 1st Floor, Time Tower, M.G Road,
> >
> > Gurugram-122002. Haryana.
> >
> > Phone: +91 (0) 124 4187800
> >
> > Toll Free No.– 1800 22 3632
> >
> >
> >
> > www.sennheiserindia.com
> >
> > www.facebook.com/Sennheiser
> >
> >
> >
> > ![]()
> >
> >
> >
> > **From:** karan kapadiya <[email-masked]>
> > **Sent:** Tuesday, January 12, 2021 8:47 PM
> > **To:** IN INFO <[email-masked]>
> > **Subject:** Re: Your Amazon.in Order # 404-1083351-8584314
> >
> >
> >
> > Hi ,
> >
> >
> >
> > I bought headphone last year but since last month Mike is not working .please do needful
> >
> > On Tue, Jan 12, 2021, 8:13 PM Amazon.in <[email-masked]> wrote:
> >
> > > ![](https://www.amazon.in/gp/r.html?C=1W8UVPW1YY03R&K=2EQTJ52BS1FD4&M=urn:rtn:msg:2021011214430981afc459ad25471ca3926ff19a40p0eu&R=1ETEWC3GIIFE0&T=O&U=https%3A%2F%2Fimages-eu.ssl-images-amazon.com%2Fimages%2FG%2F01%2Fnav%2Ftransp.gif&H=OYJL7SADSKZWRABG5MKUMCVUYJ4A&ref_=pe_732761_40986351_opens)
> > >
> > > ![Amazon](http://g-ecx.images-amazon.com/images/G/01/x-locale/cs/te/logo.png)
> > >
> > > Your Account
> > >
> > > Amazon.in
> > >
> > > Message From Customer Service
> > >
> > > Email id [email-masked]
> > > Toll free number- 1800223632
> > > Gurugram  customer care  number - 01244187800
> > > kindly contact to the manufacturer for the warranty claim
> > >
> > > Warmest regards,
> > >
> > > **Amazon.in**
> > >
> > > ![](https://www.amazon.in/gp/r.html?C=1W8UVPW1YY03R&K=2EQTJ52BS1FD4&M=urn:rtn:msg:2021011214430981afc459ad25471ca3926ff19a40p0eu&R=14AXF302QORZ7&T=E&U=https%3A%2F%2Fimages-eu.ssl-images-amazon.com%2Fimages%2FG%2F01%2Fnav%2Ftransp.gif&H=IR8EAM5APKDCAZ5SMICHNDGVNJ4A&ref_=pe_732761_40986351_open)

Attachment(s):
1352a71f-aaca-4f1c-8d81-a265b6f39cb3.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/wjzUvWffIlhE0SiMcP1vmRtcW/?name=1352a71f-aaca-4f1c-8d81-a265b6f39cb3.pdfinvoice.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/hvAN4zS4WdbGj7kFt9l4qLLTf/?name=invoice.pdf

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