Subject: SDW 5035, protective cover loose
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Fri, 12 Mar 2021 13:40:05 +0000

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

You are registered as a CC on this support request (125763). Reply to this email to add a comment to the request.

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Vamsy Maddipati, Mar 12, 2021, 13:40 UTC (private)

Dear **Daniele Castiglioni**​ ,

The shipping order has the old article number and it is not in stock anymore. So you are never going to
get an estimated shipping date for this. This case has been escalated now. Could you please place an
order for SDW 30 HS (1000632)? We do not also have the SDW 5035 - EU (1000599) in stock. Please
get a order confirmation from customer service that the unit is available and ready to be shipped. Once
they confirm, please call the customer and inform them.

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Eva Kramp, Mar 12, 2021, 12:25 UTC

We need better solution than this! Customer can’t wait.

Met vriendelijke groet,

Thomas Kramp

![](https://eposaudio.zendesk.com/attachments/token/WMs45N13Q3j2yClSFfxUQTfLQ/?name=image001.png)

DectDirect.NL
Nijverheidsweg 5 H
2821 AT STOLWIJK
+31 (0)10 747 0126
[email-masked]
www.dectdirect.nl

**Van:** EPOS Global Support <[email-masked]>
**Verzonden:** 11 March 2021 12:34
**CC:** DectDirect.NL | Info <[email-masked]>
**Onderwerp:** SDW 5035, protective cover loose

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

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Daniele Castiglioni, Mar 11, 2021, 11:35 UTC (private)

**_NEXT ACTION_**

**What**: infroming customer that replacement product is current yl not availabe, Checking with Cs about Est. shipping date
**Who:** Irene/CS
**When**: 18/03/2021​

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Daniele Castiglioni, Mar 11, 2021, 11:34 UTC

Dear Irene,

Thank you for your email.

I apologize for the delays in processing the guarantee. Your process will be processed as soon as possible.

Unfortunately, the replacement product is currently not available. You will receive a notification of the shipping date as soon as it is available. We thank you for your trust and wish you a pleasant day.

Kind Regards,
**Daniele Castiglioni**

**EPOS Global Support**​

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Irene van der Stoop, Mar 9, 2021, 8:46 UTC

Good morning,

This email is sent 8 days ago. Didn’t heat a peep since then. The delay is getting kind of out of hand....

Could you help please?

Regards, Irene vd Stoop

Op ma 1 mrt. 2021 om 11:32 schreef EPOS Global Support <[email-masked]>

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Daniele Castiglioni, Mar 1, 2021, 10:33 UTC (private)

**_NEXT ACTION_**

**What**: Apologise for the delay. Informing Custoerm that we will provide the return label once customer have received the replacement
**Who**: Irene
**When**: 05/03/2021​

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Daniele Castiglioni, Mar 1, 2021, 10:32 UTC

Dear Irene,

Thank you for your email.

We would like to apologize for the delay in the warranty replacement process. We will come back to you as soon as there is further information.

Once you have received the replacement product, we will then send you a pre-paid UPS return label for returning the faulty product.

Have a nice day!

Best regards,
**Daniele Castiglioni**

**EPOS Global Support**​

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Pritish Nandi, Feb 25, 2021, 15:03 UTC (private)

Request #131755 "125763" was closed and merged into this request. Last comment in request #131755:

Dear Epos,

Could you please arrange an advanced replacement for request 125763 as the user relies on speech software because of his handicap. The defective headset is still usable for now.

Would you also like to send the customer a return label to [email-masked], she has not yet received it.

Thanks in advance

Met vriendelijke groet,

Eva Kramp

![](https://eposaudio.zendesk.com/attachments/token/H0iVQsJ9LhWJlrg583FU0V2NB/?name=image001.png)

DectDirect.NL
Nijverheidsweg 5 H
2821 AT STOLWIJK
+31 (0)10 747 0126
[email-masked]
www.dectdirect.nl

Attachment(s):
image001.png - https://eposaudio.zendesk.com/attachments/token/qNtg5UUUMT0khqun2uqDwjFHZ/?name=image001.png

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Daniele Castiglioni, Feb 23, 2021, 6:49 UTC (private)

**_NEXT ACTION_**

**What**: RMA# open order, replacement (1000599) not available on stock
**Who**:
**When**: 01/03/2021​

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Daniele Castiglioni, Feb 16, 2021, 11:17 UTC (private)

**_NEXT ACTION_**

**What**: RMA# open order, replacement not available on stock
**Who**:
**When**: 23/02/2021​

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Daniele Castiglioni, Jan 28, 2021, 9:38 UTC (private)

**_NEXT ACTION_**

**What**: Informing customer that needs to return the faulty after receiving the replacement
**Who**: Irene
**When**: 11/02/2021​

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Daniele Castiglioni, Jan 28, 2021, 9:37 UTC

Dear Irene,

We have processed the warranty replacement request and you will need to return the defective product once you have received the replacement product.

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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Irene van der Stoop, Jan 28, 2021, 9:04 UTC

Good day,

This morning I received a ‘return acknowledgement’ document. What should I do with that? Is it just for administration or does this involve any kind of action from my side? Please, a little explanation would be great!

Regards, Irene vd Stoop

Op do 28 jan. 2021 om 05:32 schreef EPOS Global Support <[email-masked]>

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Jessica Chen, Jan 28, 2021, 4:35 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 506594(1)
**Process**: SNOW
**Service Center**: [email-masked]

**Remarks**:

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Jessica Chen, Jan 28, 2021, 4:32 UTC

Dear Irene,

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,
Jessica Chen
EPOS Global Support

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Irene van der Stoop, Jan 27, 2021, 8:10 UTC

Thanks in advance....

Here is the information you requested;

Name;      Irene van der Stoop

Phone;     #31636184692

Email;       [email-masked]

Address;  Kromhoutlaan 53

City;          Haarlem

Provence; Noord-Holland

Zip code;  2033WJ

Country;   The Netherlands

With kind regards,

Irene

Op wo 27 jan. 2021 om 05:44 schreef EPOS Global Support <[email-masked]>

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Jessica Chen, Jan 27, 2021, 4:45 UTC (private)

**_NEXT ACTION_**

**What**: Waiting for the shipping details.
**Who**: Irene
**When**: 01/02/2021

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Jessica Chen, Jan 27, 2021, 4:44 UTC

Dear Irene,

We will now proceed to replace your headset. 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**:

We wish you a nice day!

Best regards,
Jessica Chen
EPOS Global Support

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Matthew Broadley, Jan 27, 2021, 4:29 UTC (private)

RMA for the headset approved.

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Jessica Chen, Jan 27, 2021, 4:28 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Ptivate
**Contact person**: Irene van der Stoop
**Email**: [email-masked]
**Product name**: SDW 5035
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: protective cover loose
**Current status**:
1) protective cover loose, please see the below photo.

Next action: Invoice date Oct 9 2020, RMA request for SDW 5035.
 ![](https://eposaudio.zendesk.com/attachments/token/cNl17CmqeNxarKywBRkS6dzuP/?name=inline336851572.png)​

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Jessica Chen, Jan 26, 2021, 8:21 UTC

Dear Irene,

Thank you for contacting EPOS Global Support. For your convenience we have created a **support ticket number 125763** for your inquiry.

We are sorry to hear that you are experiencing problems with SDW 5035.
Please be informed that we are checking for you, we will reply to you soon.

We wish you a nice day!

Best regards,
Jessica Chen
EPOS Global Support

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Jessica Chen, Jan 26, 2021, 8:05 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Ptivate
**Contact person**: Irene van der Stoop
**Email**: [email-masked]
**Product name**: SDW 5035
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: protective cover loose
**Current status**:
1) protective cover loose.

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Jessica Chen, Jan 26, 2021, 8:01 UTC (private)

    Good afternoon,
    I received your e-mail address via "Dect direct" and I want to register the headset mentioned in the attachment for exchange.
    The headset was purchased in Oct.2020 and now the rubber protective "cover" of the bracket is completely loose.
    Like to hear from you,
    Sincerely,
    Irene vd Stoop
    -
    Irene

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Pritish Nandi, Jan 26, 2021, 6:37 UTC (private)

Reply in English

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Irene van der Stoop, Jan 25, 2021, 13:24 UTC

Goede middag,

Via ‘Dect direct’ heb ik uw mailadres gekregen en wil ik de, in de bijlage vermelde, headset aanmelden voor omruiling.

De headset is in okt.2020 gekocht en nu is de rubber bescherm’deksel’ van de beugel volledig los.

Graag hoor ik van u,

Met vriendelijke groet,

Irene vd Stoop
--

Irene

Attachment(s):
IMG_1671.jpg - https://eposaudio.zendesk.com/attachments/token/1YfTnTbEuqWyRB5sz2MsT4tze/?name=IMG_1671.jpgIMG_1672.jpg - https://eposaudio.zendesk.com/attachments/token/yva3KvmRoKxqoKX39R6jZj8s5/?name=IMG_1672.jpg

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