Subject: Warranty Returns
From: EPOS Global Support <[email-masked]>
Cc: AJ Hurry <[email-masked]>, Daniele Castiglioni <[email-masked]>
Date: Sat, 06 Mar 2021 14:22:11 +0000

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You are registered as a CC on this support request (128065). Reply to this email to add a comment to the request.

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Vishal Singh, Mar 6, 2021, 19:52 GMT+5:30

Dear Brandi,

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.

Kind Regards,
Vishal
EPOS Global Support

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Ashish, Mar 4, 2021, 16:28 GMT+5:30 (private)

**_NEXT ACTION_**

**What**:  Provided tracking #
**Who**: Brandi Payne
**When**: 08/03/2021​

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Ashish, Mar 4, 2021, 16:27 GMT+5:30

Dear Brandi,

The replacement product has been shipped to you with the UPS tracking number: **1Z8760F30358796672**. It is due to be delivered on **03/05/2021**.

Please let us know, if everything is fine with the replacement product, once you have received it. We will then send you a pre-paid return label for returning the faulty product.

We wish you a nice day!
Best regards,

**Ashish
EPOS Global Support**

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Vishal Singh, Mar 4, 2021, 14:38 GMT+5:30 (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30358796672

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Daniele Castiglioni, Mar 2, 2021, 16:47 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: Informing CS to ship out  1000824(1) USB-ED CC 01 MS
**Who**: CS
**When**: 05/03/2021​

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AJ Hurry, Feb 26, 2021, 21:56 GMT+5:30 (private)

**Daniele Castiglioni**​ can we check this cable instead (2x)?
https://www.eposaudio.com/en/us/enterprise/products/usb-ed-cc-01-ms-cable-1000824

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Daniele Castiglioni, Feb 26, 2021, 14:41 GMT+5:30 (private)

**AJ Hurry**​ could you please check and advise about which adapor the cusotmer needs? Customer received 2x USB-ED 01, but saying that he cannot use.

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Daniele Castiglioni, Feb 26, 2021, 14:39 GMT+5:30

Dear Brandi,

Thank you for your email.

Please allow sometime to look into the metter and we will come back to you shortly.

We wish you a nice day!

Best regards,
**Daniele Castiglioni**

**EPOS Global Support**

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Brandi Payne, Feb 24, 2021, 21:51 GMT+5:30

I received the package however I received 2 USB-ED 01 and that is nothing we can use.

We use the softphone connectors US-ED-CC01 MS however I think those are no longer available. I also received one of these in my last shipment and never received a return label for them.

Please send me the right connectors.

Attachment(s):
image001.jpg - https://eposaudio.zendesk.com/attachments/token/CFBit7oN2Gzwbct4z9NDshFbL/?name=image001.jpg

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Daniele Castiglioni, Feb 24, 2021, 15:38 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: Tracking# sent to customer
**Who**: Brandi
**When**: 02/03/2021​

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Daniele Castiglioni, Feb 24, 2021, 15:37 GMT+5:30

Dear Brandi,

The replacement products has been shipped to you with the UPS tracking number: **1Z8760F30358761397**. It is due to be delivered today 02/24/2021.

Please let us know, if everything is fine with the replacement product, once you have received it. We will then send you a pre-paid return label for returning the faulty product.

We wish you a nice day!

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

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Vishal Singh, Feb 23, 2021, 14:58 GMT+5:30 (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30358761397

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AJ Hurry, Feb 12, 2021, 0:32 GMT+5:30 (private)

**_RMA FOLLOW UP_**

**Article**: 1000499(2),1000503(1),1000827(1),1000822(1),504004(1)
**Process**: SNOW
**Service Center**: [email-masked]

**Remarks**:

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AJ Hurry, Feb 12, 2021, 0:31 GMT+5:30

Dear Brandi,

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 will then send you a pre-paid return label for returning the faulty product.

We wish you a nice day!

Best regards,
AJ Hurry
EPOS Global Support

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Brandi Payne, Feb 11, 2021, 18:19 GMT+5:30

That is correct

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AJ Hurry, Feb 11, 2021, 1:25 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: RMA approved for 1000499(2),1000503(1),1000827(1),1000822(1),504004(1). Old 5357​(2),5361(1),504534(1),506035(1),504004(1). Customer to respond with shipping address for RMA.
**Who**: Brandi Payne
**When**: 13/02/2021​

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AJ Hurry, Feb 11, 2021, 1:17 GMT+5:30

Dear Brandi,

Thank you for bearing with us. We will now proceed to replace your products. Could you please confirm the following information?

**Company Name**: Hall Automotive
**Name**: Brandi Payne
**Phone**: +17579898747
**Email**: [email-masked]
**Address line 1**: 441 Viking Drive
**Address line 2**:
**Postal Code**: 23452
**City**: Virginia Beach
**State/Province**: VA
**Country**: USA

Best regards,
AJ Hurry
EPOS Global Support

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Matthew Broadley, Feb 10, 2021, 5:58 GMT+5:30 (private)

RMA approved.

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AJ Hurry, Feb 10, 2021, 0:05 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: L2 to review
**Who**: L2
**When**: 12/02/2021​

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AJ Hurry, Feb 10, 2021, 0:04 GMT+5:30 (private)

**_CASE SUMMARY_**

**Company Name**: Hall Automotive
**Contact person**: Brandi Payne
**Email**: [email-masked]
**Product name**: Warranty Returns
**Issue**: Warranty Returns
**Current status**:
- Customer reports physical damage on multiple headsets:

Model No. of units Physical damage Order date
CC510 2 Frayed wires and audio broken January 8, 2019
CC550 1 Frayed wires audio broken January 8, 2019
UUSB08 1 Broken May 7, 2020
USBED 1 Broken May 7, 2020
UI770 1 Computer audio button broken May 7, 2020

Invoices and pics attached.

**Next**:
L2 to review

Attachment(s):
1.jpg - https://eposaudio.zendesk.com/attachments/token/62pidvsD33pQycDFNqbwamgUm/?name=1.jpg2.jpg - https://eposaudio.zendesk.com/attachments/token/CitXJHBw8HzqnGr9nJboF3F3X/?name=2.jpg3.jpg - https://eposaudio.zendesk.com/attachments/token/33uEX8PP0U5dHSqdocpviizvp/?name=3.jpgSennheiser.pdf - https://eposaudio.zendesk.com/attachments/token/SqUDNM4vzFGYoabsSVa4ZAo3K/?name=Sennheiser.pdf

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AJ Hurry, Feb 10, 2021, 0:03 GMT+5:30

Dear Brandi,

Thank you for the pics. We're reviewing them now, and will get back to you asap. Please expect a follow up from us soon.

Best regards,
AJ Hurry
EPOS Global Support

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Brandi Payne, Feb 9, 2021, 20:09 GMT+5:30

**From:** EPOS Global Support [mailto:[email-masked]]
**Sent:** Monday, February 8, 2021 2:56 PM
**To:** Brandi Payne <[email-masked]>
**Subject:** [EPOS] Re: Warranty Returns

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

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Your request (128065) has been updated. To add additional comments, reply to this email.

**AJ Hurry** (EPOS Enterprise)

Feb 8, 2021, 19:56 UTC

Dear Brandi,

Thank you for bearing with us. Could you share a pics of each of the headsets showing the physical issue, please?

We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

Click here to view the full ticket: eposaudio.zendesk.com/hc/requests/128065

This email is a service from EPOS Enterprise.

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Attachment(s):
3.jpg - https://eposaudio.zendesk.com/attachments/token/5yAgEE1yCSSNYtelpGiYL5yLa/?name=3.jpg2.jpg - https://eposaudio.zendesk.com/attachments/token/QnHjUQdPzm6y0RTdRlXrkTsBY/?name=2.jpg1.jpg - https://eposaudio.zendesk.com/attachments/token/aKwSe3lOeZhevfFSvkKBRd5zd/?name=1.jpg

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AJ Hurry, Feb 9, 2021, 1:26 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: Customer to respond with pics of damage.
**Who**: Brandi Payne
**When**: 12/02/2021​

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AJ Hurry, Feb 9, 2021, 1:26 GMT+5:30

Dear Brandi,

Thank you for bearing with us. Could you share a pics of each of the headsets showing the physical issue, please?

We look forward to hearing from you.

Best regards,
AJ Hurry
EPOS Global Support

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Matthew Broadley, Feb 8, 2021, 3:54 GMT+5:30 (private)

Please gather pictures of the damage.

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AJ Hurry, Feb 5, 2021, 23:56 GMT+5:30 (private)

**_NEXT ACTION_**

**What**: L2 to review
**Who**: L2
**When**: 11/02/2021​

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AJ Hurry, Feb 5, 2021, 23:56 GMT+5:30 (private)

**_CASE SUMMARY_**

**Company Name**: Hall Automotive
**Contact person**: Brandi Payne
**Email**: [email-masked]
**Product name**: Warranty Returns
**Issue**: Warranty Returns
**Current status**:
- Customer reports physical damage on multiple headsets:

 Model No. of units Physical damage Order date
  CC510 2 Frayed wires and audio broken January 8, 2019
  CC550 1 Frayed wires audio broken January 8, 2019
  UUSB08 1 Broken May 7, 2020
  USBED 1 Broken May 7, 2020
  UI770 1 Computer audio button broken May 7, 2020

Invoices attached.

**Next**:
L2 to review

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AJ Hurry, Feb 5, 2021, 23:51 GMT+5:30

Dear Brandi,

Thank you for contacting EPOS Global Support. Please accept our sincere apologies for the delay in getting back to you. For your convenience we have created a **support ticket number 128065** for your inquiry.

We're very sorry to hear about the issues you've been experiencing with your headsets. We are reviewing your warranty, and will get back to you shortly. Please expect a follow up from us soon.

Best regards,
AJ Hurry
EPOS Global Support

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Brandi Payne, Feb 5, 2021, 19:00 GMT+5:30

CC510- 2 items- frayed wires and audio broken
CC550- 1 item- Frayed wires audio broken
UUSB08-1 item- broken
USBED-1 item-Broken
UI770-1 item-computer audio button broken

Attachment(s):
Sennheiser.pdf - https://eposaudio.zendesk.com/attachments/token/FR5nRQV7wy3PDZBoGsTx0PAW4/?name=Sennheiser.pdf

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This email is a service from EPOS Enterprise.

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