Subject: PC 8 USB, Noise A Side
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Tue, 02 Feb 2021 11:29:08 +0000

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

You are registered as a CC on this support request (124045). Reply to this email to add a comment to the request.

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Heta Nyrhinen, Feb 2, 2021, 11:29 UTC (private)

Request #127227 "Re: [EPOS] Re: PC 8 USB, Noise A..." was closed and merged into this request. Last comment in request #127227:

Hello Daniele,

I haven't received the replacement yet. I requested for courier tracking details in my last email yesterday ?

Is the courier sent in fast track ?

Regards,

Sandeep Bhatt

-------- Original message --------
From: bhatt_sandeep <[email-masked]>
Date: 01/02/2021 3:10 pm (GMT+05:30)
To: EPOS Global Support <[email-masked]>
Subject: Re: [EPOS] Re: PC 8 USB, Noise A Side

Hello Daniele,

Can you share courier tracking details ?

Regards,

Sandeep Bhatt

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Heta Nyrhinen, Feb 2, 2021, 11:29 UTC (private)

Request #127227 "Re: [EPOS] Re: PC 8 USB, Noise A..." was closed and merged into this request. Last comment in request #127227:

Hello Daniele,

I haven't received the replacement yet. I requested for courier tracking details in my last email yesterday ?

Is the courier sent in fast track ?

Regards,

Sandeep Bhatt

-------- Original message --------
From: bhatt_sandeep <[email-masked]>
Date: 01/02/2021 3:10 pm (GMT+05:30)
To: EPOS Global Support <[email-masked]>
Subject: Re: [EPOS] Re: PC 8 USB, Noise A Side

Hello Daniele,

Can you share courier tracking details ?

Regards,

Sandeep Bhatt

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bhatt_sandeep, Feb 1, 2021, 9:40 UTC

Hello Daniele,

Can you share courier tracking details ?

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 01/02/2021 1:46 pm (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

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Daniele Castiglioni, Feb 1, 2021, 8:18 UTC (private)

**_NEXT ACTION_**

**What**:Informing customer that the replacement has been shipped
**Who**: Sandeep
**When**: 05/02/2021​

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Daniele Castiglioni, Feb 1, 2021, 8:16 UTC

Dear Sandeep,

Thank you for your email and I apologise for the delay.

The replacement product has been shipped to you

Please let us know, if everything is fine with the replacement product, once you have received it.

We wish you a nice day!

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

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bhatt_sandeep, Jan 31, 2021, 10:25 UTC

Hello Epos Contact Team,

I have sent faulty headset to Bangalore branch which was recieved on 22nd January as per courier records and today it has been 9 days. I had called customer care as well few days back and I was been told replacement procedure can take upto 10 days, which was unacceptable period just for verifying fault and returning another fresh piece.

This is my 1st experience with Sennheiser product and never imagined that customer will be made to suffer so much for trusting and buying it's products. I had mentioned that I am using headsets for office calls and since the time I sent faulty headset I am working without headset which is affecting my work calls.

If I don't get necessary replacement in next 2 days, I will have to file a consumer grievance complaint.

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 25/01/2021 12:33 pm (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

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Grace Boussi, Jan 27, 2021, 9:50 UTC (private)

Request #126205 "New ticket from +19820603145" was closed and merged into this request. Last comment in request #126205: sandeep
Customer not happy with the return service
Taking to long
no response on our side
Inform the customer that the return process can take 15 to 20 days
He is expected express delivery when the product will be ready to be shipped

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Pradeep Verma, Jan 25, 2021, 19:11 UTC (private)

**Daniele Castiglioni**​  Please contact the customer ASAP

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Pradeep Verma, Jan 25, 2021, 19:10 UTC (private)

Request #125536 "Re: [EPOS] Re: PC 8 USB, Noise A..." was closed and merged into this request. Last comment in request #125536:

Hello Epos, Sennheiser Team,

I am escalating this complaint as I have faced bad experience with warranty support.

I am using mentioned headset for my official calls and defective piece was delivered 3 days back that's on Friday 22nd January. I am having difficulty managing without headsets for my office work. Till now there is no reply regarding the action from Epos end. I cannot wait for long as it's impacting my work.

I need the replacement to be sent to me on urgent basis in 1 day express delivery. I had sent the defective piece in express delivery via Bluedart bearing cost of Rs 300 as it was urgent for me to have working headphones back for my work.

If I don't get resolution urgently then I will escalate the complaint on next level.

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 23/01/2021 2:09 pm (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [Request received] Re: [EPOS] Re: PC 8 USB, Noise A Side

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

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Daniele Castiglioni, Jan 25, 2021, 7:04 UTC (private)

**_NEXT ACTION_**

**What**: Faulty received. informing customer that we will inspect it and will inform accordingly
**Who**: Bhatt
**When**: 05/02/2021​

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Daniele Castiglioni, Jan 25, 2021, 7:03 UTC

Dear Bhatt,

Thank you for your email.

I confirm that the defective device has been delivered to our warehouse.

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 22, 2021, 13:12 UTC (private)

**_NEXT ACTION_**

**What**: Checking with CS if faulty has been delivered
**Who**: Cs
**When**: 26/01/2021​

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bhatt_sandeep, Jan 22, 2021, 11:19 UTC

Hello Daniele,

As per Bluedart tracking attached, courier has been delivered and received on Epos end.

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 22/01/2021 11:57 am (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

Attachment(s):
Screenshot_2021-01-22-16-44-06.png - https://eposaudio-gaming.zendesk.com/attachments/token/TxzVPLM42UdmLCXWpXdr4JDxU/?name=Screenshot_2021-01-22-16-44-06.png

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Daniele Castiglioni, Jan 22, 2021, 6:30 UTC (private)

**_NEXT ACTION_**

**What**: Customer shipped the faulty to BLR WH
**Who**: Bhatt
**When**: 01/02/2021​

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Daniele Castiglioni, Jan 22, 2021, 6:27 UTC

Dear Bhatt,

Thank you for your email.

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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bhatt_sandeep, Jan 21, 2021, 18:58 UTC

Hello Daniele,

I have couriered the headset via Bluedart today and should reach to mentioned Bangalore address by tomorrow. Reference number is mentioned on top of envelope and my required details on back side.

Tracking Id is 15938272943

Please acknowledge on email once courier is received.

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 20/01/2021 11:50 am (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

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Daniele Castiglioni, Jan 20, 2021, 6:22 UTC (private)

**_NEXT ACTION_**

**What**: Informing customer to send the faulty to Bangalore WH
**Who**: Bhatt
**When**: 01/02/2021​

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Daniele Castiglioni, Jan 20, 2021, 6:20 UTC

Dear Bhatt,

Please send the defective product to this address below and include your contact information along with the reference 124045-RIN0000040:

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 19, 2021, 20:09 UTC (private)

**_NEXT ACTION_**

**What**: CS team to process the replacement.
**Who**: CS team
**When**: 27/01/2021​

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Pravesh Singh, Jan 19, 2021, 20:05 UTC

Hello Sandeep,

Thanks for your response and for confirming the required details. According to the warranty policy, the defective product needs to be returned and inspected first, before a replacement can be ordered.

We're processing your warranty replacement now, and will have an update for you shortly.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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bhatt_sandeep, Jan 19, 2021, 18:23 UTC

Hello Pravesh,

Please find details inline below.

My only concern on condition mentioned that if faulty headphone is to be sent 1st then the period in between till I get replacement, how am I supposed to manage my office phone calls ? As I don't have any spare pc headset.

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 19/01/2021 11:19 pm (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

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Pravesh Singh, Jan 19, 2021, 17:49 UTC (private)

**_NEXT ACTION_**

**What**: RMA approved, SLTR needs to be followed. Requested to confirm the shipping address. waiting for the response.
**Who**: Sandeep
**When**: 25/01/2021​

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Pravesh Singh, Jan 19, 2021, 17:49 UTC

Hello Sandeep,

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**:

**Product**:
**Article No.**:
**Quantity**:

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,

Pravesh Singh
EPOS Global Support

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bhatt_sandeep, Jan 19, 2021, 14:45 UTC

Hello Pravesh,

It's been 48 hrs since the time I submitted proof of purchase and there is no progress.

Please do the needful urgently else I may have to escalate my complaint further.

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 18/01/2021 11:12 pm (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

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Pritish Nandi, Jan 19, 2021, 9:06 UTC (private)

RMA approved for PC 8 USB

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Pravesh Singh, Jan 18, 2021, 17:45 UTC (private)

**_CASE SUMMARY_**

**Contact person**: bhatt_sandeep
**Email**: [email-masked]
**Product name**: PC 8 USB
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Noise A Side
**Current status**:
tested the headset into different USB ports
tested the headset into different PC
checked the drivers and motherboard
checked the audio setting
the headset is selected as a default headset
the headset was purchased from Net Distribution Services in June 2020

**Next: Checking with Level 2 for the RMA**

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Pravesh Singh, Jan 18, 2021, 17:42 UTC

Hello Sandeep,

Thank you so much for your email and for sharing the proof of purchase.

Currently, we are checking the warranty status and procedure for the headset and we will get back to you as soon as we have any update. We really appreciate your patience and we will contact you shortly.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Pritish Nandi, Jan 18, 2021, 14:04 UTC (private)

Request #124425 "Re: [EPOS] Re: PC 8 USB, Noise A..." was closed and merged into this request. Last comment in request #124425:

Hello Pravesh,

Any further update please ?

Regards,

Sandeep Bhatt

-------- Original message --------
From: bhatt_sandeep <[email-masked]>
Date: 17/01/2021 11:00 am (GMT+05:30)
To: EPOS Global Support <[email-masked]>
Subject: Re: [EPOS] Re: PC 8 USB, Noise A Side

Hello Pravesh,

I had recieved hardcopy of bill when I purchased the product. There was no soft copy sent by Sennheiser, neither invoice download option is available on sennheiser website. I am sharing screenshot of hardcopy attached with this email.

Regards,

Sandeep Bhatt

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bhatt_sandeep, Jan 17, 2021, 5:31 UTC

Hello Pravesh,

I had recieved hardcopy of bill when I purchased the product. There was no soft copy sent by Sennheiser, neither invoice download option is available on sennheiser website. I am sharing screenshot of hardcopy attached with this email.

Regards,

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 16/01/2021 11:46 pm (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

Attachment(s):
20210117_104958.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/DGzdaDRFDmcwA0WBcck0tFo8D/?name=20210117_104958.jpg

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Pravesh Singh, Jan 16, 2021, 18:17 UTC (private)

**_NEXT ACTION_**

**What**: requested for the proof of purchase.
**Who**: Sandeep
**When**: 21/01/2021​

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Pravesh Singh, Jan 16, 2021, 18:16 UTC

Hello Sandeep,

Thank you so much for your email.

We are sorry to hear that the troubleshooting steps did not resolve the issue. We request you to please share the proof of purchase in PDF format with us so that we can check the warranty status and procedure for your device.

Once received, we will check the status and get back to you. Looking forward to your response...

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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bhatt_sandeep, Jan 16, 2021, 7:24 UTC

Hello Pravesh,

Since I am from technical background I have already done all the mentioned troubleshooting. The issue is with volume control on the headset which is causing sounds cut off on 1 side of ear. Even when I adjust volume with volume control it makes cracking sound. I am sure there is hardware fault in the device in relation to volume control and I expect the device to be replaced as soon as possible as it is impacting my work calls. I have bought these headphones paying higher price compared to competitive products to make sure I don't experience like other cheap quality headphones available in market. And this is 1st time I purchased Sennheiser product. So I expect resolution for the issue without further delays and hassle please.

Sandeep Bhatt

-------- Original message --------
From: EPOS Global Support <[email-masked]>
Date: 16/01/2021 1:46 am (GMT+05:30)
To: bhatt_sandeep <[email-masked]>
Subject: [EPOS] Re: PC 8 USB, Noise A Side

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

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

Pravesh Singh, Jan 15, 2021, 20:17 UTC (private)

**_NEXT ACTION_**

**What**: forwarded troubleshooting steps, waiting for the response.
**Who**: Sandeep
**When**: 21/01/2021​

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Pravesh Singh, Jan 15, 2021, 20:16 UTC

Hello Sandeep,

Thank you for contacting EPOS Global Support. For your convenience, we have created a **support ticket number 124045** for your inquiry.

We are sorry to hear that you are experiencing problems with PC 8 USB. In order to troubleshoot the issue, we request you to please follow a few steps mentioned below:

1. Please check the sound control panel to be sure that the headset is selected as a default device and please check the headset properties as well.
2. Have you tried the PC 8 USB into USB 2.0 Ports? Please do so, as USB 3.0 seems to cause issues.
3. Is there any possibility you can test the headset with a different device or PC.
4. The headset is an analog headset, therefore, it connects to your motherboard via plug-and-play. Please check if you have installed the necessary drivers for your onboard sound card.
5. A lot of newer motherboards come with software to control the audio settings. Check these settings out and see if they can improve your experience with the headset.

Please follow the steps and let me know how it goes.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Pravesh Singh, Jan 15, 2021, 20:12 UTC (private)

**_CASE SUMMARY_**

**Contact person**: bhatt_sandeep
**Email**: [email-masked]
**Product name**: PC 8 USB
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Noise A Side
**Current status**:
forward troubleshooting steps

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bhatt_sandeep, Jan 15, 2021, 7:48 UTC

Hello Epos Team,

I had raised below issue with Sennheiser support and it has been suggested to reach Epos. Please refer original correspondence in mail chain below regarding issue am facing with headset.

Regards,

Sandeep Bhatt

-------- Original message --------
From: Sennheiser <[email-masked]>
Date: 13/01/2021 2:12 pm (GMT+05:30)
To: [email-masked]
Subject: [C210113-0092] Your request with the Sennheiser Contact Center

Dear Sandeep Bhatt,

Thank you for writing to us.

Unfortunately we are not able to answer your query directly. The gaming and VoIP products lines have been transferred from Sennheiser India to EPOS audio. Due to this change the sales/ after sales supports will be taken care by Epos.

Please find below the contact details of Epos audio. Request you to contact them directly for further information on Gaming and VoIP products/after sale support.

Phone: +911204184843
Mail: [email-masked]
Chat in English: https://eposaudio.zendesk.com/hc/en-us/articles/360034631813-India
https://en-in.sennheiser.com/gaming-headset

Thanks & Regards,

Sennheiser Service Team
Neetika Singh

Sennheiser Electronics India Pvt. Ltd.
A-104 (A,B,C), First Floor. Time Tower
Sec - 28, M.G. Road
Gurgaon - 122002,
Haryana, India.

Your original correspondence:

I have purchased Sennheiser PC 8 USB On-Ear Stereo Headset with Order #151S6228 dated 12th June 2020. Since last 2 weeks headphone is giving issue of sound disconnecting on 1 side and after adjusting the volume via volume control in headset, sounds comes back with a cracking noise. Seems volume control has faulted which is causing sound issues. Please do the needful for replacement.

---------------------------------
2021-01-13 07:54:01 - [email-masked] wrote:
 I have purchased Sennheiser PC 8 USB On-Ear Stereo Headset with Order #151S6228 dated 12th June 2020. Since last 2 weeks headphone is giving issue of sound disconnecting on 1 side and after adjusting the volume via volume control in headset, sounds comes back with a cracking noise. Seems volume control has faulted which is causing sound issues. Please do the needful for replacement.

--------------------------------
This email is a service from EPOS Gaming.

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