Subject: GSP 600, PC, Ear Pads are tearing apart
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Thu, 04 Feb 2021 13:14:19 +0000

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

You are registered as a CC on this support request (119062). Reply to this email to add a comment to the request.

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Vishal Singh, Feb 4, 2021, 13:14 UTC (private)

**_NEXT ACTION_**

**What**: Checking if customer received the replacement unit
**Who**: Matt Ambros
**When**: 10/02/2021​

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Vishal Singh, Feb 4, 2021, 13:13 UTC

Dear Matt,

Hope you are doing well.

Could you please let us know, if you have received your replacement product and if it is working fine?

Please let us know if further assistance is needed.

Have a great day ahead.

Kind Regards,
Vishal
EPOS Global Support

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Daniele Castiglioni, Jan 29, 2021, 8:52 UTC (private)

**_NEXT ACTION_**

**What**: Checking if customer received the replacement
**Who**: Matt
**When**: 05/02/2021​

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Daniele Castiglioni, Jan 29, 2021, 8:51 UTC

Dear Matt,

According to our records, the replacement product has been delivered to you. Please let us know, if everything is fine with it.

We wish you a nice day!

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

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Daniele Castiglioni, Jan 26, 2021, 10:19 UTC (private)

**_NEXT ACTION_**

**What**: Tracking # sent to customer
**Who**: Matt
**When**: 01/02/2021​

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Daniele Castiglioni, Jan 26, 2021, 10:18 UTC

Dear Matt,

The replacement product has been shipped to you with the UPS tracking number: 1Z8760F30358644648 It is due to be delivered on 01/28/2021 .

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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Daniele Castiglioni, Jan 26, 2021, 9:14 UTC (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30358644648

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Heta Nyrhinen, Jan 22, 2021, 14:59 UTC (private)

New order placed SUS000024897, no tracking yet.

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Daniele Castiglioni, Jan 22, 2021, 14:29 UTC (private)

**_NEXT ACTION_**

**What**: Case Escalated, waiting for Tracking#
**Who**: Matt
**When**: 28/01/2021​

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Daniele Castiglioni, Jan 22, 2021, 9:38 UTC (private)

**_NEXT ACTION_**

**What**: replacement shipped to wrong address. Apologise with customer. Checking with CS
**Who**: CS/Matt
**When**: 28/01/2021​

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Daniele Castiglioni, Jan 22, 2021, 9:38 UTC

Dear Matt,

Thank you for your email. I apologise for the inconvenience.

We are investigating and we will come back to you as soon as there is further information.

 Have a nice day!

 Kind Regards,
 **Daniele Castiglioni
 EPOS Global Support**

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Matt Ambros, Jan 22, 2021, 8:10 UTC

UPS tracking 1Z8760F30358540367 was not delivered to my house it was not even delivered to the right state.  UPS shows 
Delivered	12/30/2020 4:55 P.M.	HAMMOND, IN, US
A simple look at my address shows that it was NOT shipped to me at all.....it has now been over a month, and I also requested at this point to be contacted via PHONE to resolve this and nothing.

After asking for my info inc address how was this still shipped to somewhere that is not even in the same part of the US as I am??

Matt Ambros
832-865-0153
119 Bayou Lafourche Dr.
Thibodaux, LA 70301

At this point next day air seems more then appropriate.

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Daniele Castiglioni, Jan 22, 2021, 7:57 UTC (private)

**_NEXT ACTION_**

**What**: Checking if customer received the replacement
**Who**: Matt
**When**: 29/01/2021​

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Daniele Castiglioni, Jan 22, 2021, 7:56 UTC

Dear Matt,

Your replacement order was sent via UPS tracking 1Z8760F30358540367 which is showing delivered on 30/12/2020.

Please confirm if the headset is received and check with the neighbours. UPS usually deliver the package to neighbours in case it doesn't find anybody at time of delivery attempt.

 Looking forward to your reply soon.

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

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Daniele Castiglioni, Jan 21, 2021, 13:03 UTC (private)

**_NEXT ACTION_**

**What**: Asking CS for Tracking#
**Who**: CS
**When**: 26/01/2021​

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Pritish Nandi, Jan 21, 2021, 6:55 UTC (private)

Request #124995 "Phone Call from: Caller +1 (832)..." was closed and merged into this request. Last comment in request #124995:

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Pradeep Verma, Jan 20, 2021, 16:53 UTC (private)

Request #124993 "New ticket from +18328650153" was closed and merged into this request. Last comment in request #124993:

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Pradeep Verma, Jan 20, 2021, 16:48 UTC (private)

**Daniele Castiglioni**​

 customer called in and said that he never received anything from us and asking for tracking number, informed him that you will get the response from warranty team asap

Please contact the customer and provide the required information ASAP

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Pradeep Verma, Jan 20, 2021, 16:47 UTC (private)

Disposition: Successful Call\nRecording URL: https://epos.mytalkdesk.com/interactions/de2d2fba671c4f7f823b3d9e49302aff/recordings/0.mp3\nCall duration: 383
Description: 119062 customer called in and said that he never received anything from us and  asking for tracking number, informed him that you will get the response from warranty team asap

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Matt Ambros, Jan 20, 2021, 16:34 UTC

I have NOT recived anything yet.  And my ups tracking never showed anything for me.

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Daniele Castiglioni, Jan 20, 2021, 13:16 UTC (private)

**_CLOSING STATEMENT_**

**Problem**: GSP 600, PC, Ear Pads are tearing apart
**Solution**: Swap

Closing case.

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Daniele Castiglioni, Jan 20, 2021, 13:16 UTC

Dear Matt,

 According to our records the replacement was delivered. Since the warranty process is complete and we haven't heard back from you, I will proceed to close this ticket. If further support is required, this ticket can be re-opened. Don't hesitate to contact us anytime.

 Kind Regards,
**Daniele Castiglioni
 EPOS Global Support**

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Vishal Singh, Jan 14, 2021, 14:25 UTC (private)

**_NEXT ACTION_**

**What**: Checking if customer received the replacement unit
**Who**: Matt Ambros
**When**: 19/01/2021​

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Vishal Singh, Jan 14, 2021, 14:24 UTC

Dear Matt,

The replacement product has been shipped to you with UPS.

Could you please let us know, if you have received your replacement product and if it is working fine?

Please let us know if further assistance is needed.

We wish you a nice day!

Best regards,
Vishal
EPOS Global Support

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Daniele Castiglioni, Jan 8, 2021, 12:57 UTC (private)

**_NEXT ACTION_**

**What**: Checking if customer received the replacement
**Who**: Matt
**When**: 15/01/2021​

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Daniele Castiglioni, Jan 8, 2021, 12:56 UTC

Dear Matt,

The replacement product has been shipped to you with UPS.

Could you please let us know, if you have received your replacement product and if it is working fine?

Please let us know if further assistance is needed.

We wish you a nice day!

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

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Pradeep Verma, Dec 24, 2020, 22:07 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 600
**Number of Products**: 1
**Issue**: Ear Pads are tearing apart

**What**: Request sent to CS
**Who**: CS
**When**: 30/12/2020​

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Pradeep Verma, Dec 24, 2020, 22:06 UTC

Dear Matt,

We have processed the warranty replacement request and you will receive automated emails about the estimated shipping date. You will also receive the tracking number when the replacement product has shipped.

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,
Pradeep
EPOS Global Support

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Matt Ambros, Dec 24, 2020, 0:09 UTC

Dear Matt,

We will now proceed to replace your ear pads. Could you please provide us with the following information.

**Company**: personal
**Name**:Matt Ambros
**Phone**: 832-865-0153
**E-mail**:  [email-masked]
**Address line 1**:   119 bayou Lafourche Dr.
**Address line 2**:
**City**:   Thibodaux
**State/Province**:  LA
**Zip Code**:   70301
**Country**:   usa
**Product**:  gsp 600 ear pads
**Article No.**:
**Quantity**:  2

--

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Pradeep Verma, Dec 23, 2020, 20:28 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 600
**Number of Products**: 1
**Environment**: PC
**Issue**: Ear Pads are tearing apart

**What**: Shipping address
**Who**: Matt
**When**: 28/12/2020​

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Pradeep Verma, Dec 23, 2020, 20:28 UTC

Dear Matt,

We will now proceed to replace your ear pads. Could you please provide us with the following information.

**Company**:
**Name**:
**Phone**:
**E-mail**:
**Address line 1**:
**Address line 2**:
**City**:
**State/Province**:
**Zip Code**:
**Country**:
**Product**:
**Article No.**:
**Quantity**:

Looking forward to your reply soon.

Have a nice day ahead.

Kind Regards,
Pradeep,
EPOS Global Support

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Pritish Nandi, Dec 21, 2020, 10:13 UTC (private)

RMA approved for GSA 601

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Pradeep Verma, Dec 18, 2020, 23:13 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 600
**Number of Products**: 1
**Environment**: PC
**Issue**: Ear Pads are tearing apart

**What**: Request sent to L2
**Who**: L2
**When**: 23/12/2020​

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Pradeep Verma, Dec 18, 2020, 23:13 UTC

Dear Matt,

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

Now, we are checking the warranty status of the ear pads of your headset and we will get back to you as soon as we receive an update from warranty team.

We really appreciate your time and patience. We will be contacting you shortly.

Have a nice day ahead.

Kind regards,
Pradeep,
EPOS Global Support

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Pradeep Verma, Dec 18, 2020, 23:11 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Matt Ambros
**Email**: [email-masked]
**Product name**: GSP 600
**Number of Products**: 1
**Environment**: PC
**Issue**: Ear Pads are tearing apart
**Current status**:
- GSP 600, PC, Ear Pads are tearing apart
- Purchased from Amazon on May 1, 2020

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Matt Ambros, Dec 18, 2020, 17:56 UTC

 !(https://eposaudio.zendesk.com/attachments/token/FQPrcIgQ0OC20R7dJkHM4yBNX/?name=20201218_114804.jpg)

On Fri, Dec 18, 2020 at 11:36 AM EPOS Global Support <[email-masked]> wrote:

> ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)
>
> ##- Please type your reply above this line -##
>
> Your request (119062) has been updated. To add additional comments, reply to this email.
>
> **Pradeep Verma** (EPOS Gaming)
>
> Dec 18, 2020, 17:36 UTC
>
> Dear Matt,
>
> I hope you are doing great!
>
> This is a follow-up email in reference to your ticket GSP 600
>
> Did you get a chance to check my previous email?
>
> For your convenience, I have added the email below:
>
> As discussed on call, please reply us back with the pictures of the headset showing the ear pads problems along with proof of purchase in the PDF format.
>
> Looking forward to your reply soon.
>
> Have a nice day ahead.
>
> Kind Regards,
> Pradeep,
> EPOS Global Support
>
> Click here to view the full ticket: eposaudio-gaming.zendesk.com/hc/requests/119062
>
> This email is a service from EPOS Gaming.
>
> [7LY0XL-R3GM]

--

Matt Ambros
832-865-0153

Attachment(s):
scan600.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/kFGgxjS3jFbw3N8KQlFQ9YEmp/?name=scan600.pdf

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Pradeep Verma, Dec 18, 2020, 17:36 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 600
**Number of Products**: 1
**Environment**: PC
**Issue**: Ear Pads are tearing apart

**What**: pictures of the headset showing the ear pads problems along with proof of purchase in the PDF format.
**Who**: Matt
**When**: 23/12/2020​

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Pradeep Verma, Dec 18, 2020, 17:36 UTC

Dear Matt,

I hope you are doing great!

This is a follow-up email in reference to your ticket GSP 600

Did you get a chance to check my previous email?

For your convenience, I have added the email below:

As discussed on call, please reply us back with the pictures of the headset showing the ear pads problems along with proof of purchase in the PDF format.

Looking forward to your reply soon.

Have a nice day ahead.

Kind Regards,
Pradeep,
EPOS Global Support

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Pritish Nandi, Dec 15, 2020, 6:23 UTC (private)

Request #119061 "Phone Call from: Caller +1 (832)..." was closed and merged into this request. Last comment in request #119061:

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Pradeep Verma, Dec 14, 2020, 21:25 UTC (private)

**_NEXT ACTION_**

**Product name**: GSP 600
**Number of Products**: 1
**Issue**: Ear Pads are tearing apart

**What**:  pictures of the headset showing the ear pads problems along with proof of purchase in the PDF format.
**Who**: Matt
**When**: 18/12/2020​

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Pradeep Verma, Dec 14, 2020, 21:24 UTC

Dear Matt,

Thank you for contacting EPOS Global Support. For your convenience we have created a **support ticket number 119062** for your inquiry.

We are sorry to hear that you are experiencing problems with GSP 600

As discussed on call, please reply us back with the pictures of the headset showing the ear pads problems along with proof of purchase in the PDF format.

Looking forward to your reply soon.

Have a nice day ahead.

Kind Regards,
Pradeep,
EPOS Global Support

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Pradeep Verma, Dec 14, 2020, 21:23 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Matt Ambros
**Email**: [email-masked]
**Product name**: GSP 600
**Number of Products**: 1
**Environment**: PC
**Issue**: Ear Pads are tearing apart
**Current status**:
- GSP 600, PC, Ear Pads are tearing apart

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Pradeep Verma, Dec 14, 2020, 20:50 UTC

ring group :us_gaming
contact number :  +18328650153
duration : 223

Subj: Successful Call
description:GSP 600, PC, Ear Pads Ripped Off
Email: [email-masked]
Phone: 8328650153
Name: Matt Ambros
USA
May 1 2020 
status :

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This email is a service from EPOS Gaming.

[7LY0XL-R3GM]