Subject: Presence Business, Headset turns off immediately
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Wed, 17 Mar 2021 02:14:48 +0000

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You are registered as a CC on this support request (132985). Reply to this email to add a comment to the request.

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Pritish Nandi, Mar 17, 2021, 2:14 UTC (private)

Hi **Daniele Castiglioni**​ Can you please follow up once?

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Pritish Nandi, Mar 11, 2021, 9:22 UTC (private)

**_NEXT ACTION_**

**What**: Asked to Return the faulty product
**Who**: Adam
**When**: 15 March 2021

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Pritish Nandi, Mar 11, 2021, 9:21 UTC

Dear Adam,

I hope you are doing well.

Just wanted to follow up with you if you got a chance to check my email.

Also, could you please return the faulty unit back using the attached UPS return label. Please note that the return label is valid only for 7 days from the date of issue.

Looking forward to your reply soon.

Best Regards,
Pritish Nandi
EPOS Global Support

Attachment(s):
132985.pdf - https://eposaudio.zendesk.com/attachments/token/1yzobzM1cfYJNFbuMpJSVdEkB/?name=132985.pdf

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Daniele Castiglioni, Mar 11, 2021, 8:32 UTC (private)

UPS return label

Attachment(s):
132985.pdf - https://eposaudio.zendesk.com/attachments/token/oqfsJm5xvX3BtRCyX3iP5n2ur/?name=132985.pdf

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Pritish Nandi, Mar 10, 2021, 6:53 UTC

Dear Adam,

Thank you for your call yesterday.

We are really sorry for not being able to answer your questions yesterday however, we would be happy to help.

The small black piece needs to be securely connected to the cavity of the headset as shown in the pictures. Because it is the holding piece of the headset when you install it on the Headband.

The alignment of the holding piece hole needs to be as shown in Figure number 4.

Once it is in the position you would need to install the headset as shown in Figures 5 and 6.

Please note that the extra plastic piece  ![](https://eposaudio.zendesk.com/attachments/token/BNh5PQG9HAoZaCpkzsyDL9Smi/?name=inline-148131302.png)​(shown in fig 5) will go inside the hole of the holding piece so that the headset could be secure.

I know this might be tricky however, I will be happy to give you a callback at 9.00 AM till 9.30 AM NY time.

Please let me know if I have your permission to call on +19179514104 between the above-mentioned time.

 ![](https://eposaudio.zendesk.com/attachments/token/6woG7WWVLSQHINTPwhByjEJDz/?name=inline1446239458.png)

Thank you again for your understanding.

Best Regards,
Pritish Nandi
EPOS Global Support​

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Pritish Nandi, Mar 10, 2021, 6:47 UTC (private)

Dear Adam,

Thank you for your call yesterday.

We are really sorry for not being able to answer your questions yesterday however, we would be happy to help.

The small black piece needs to be securely connected to the cavity of the headset as shown in the pictures. Because it is the holding piece of the headset when you install it on the Headband.

The alignment of the holding piece hole needs to be as shown in the pictures.

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Pritish Nandi, Mar 10, 2021, 6:27 UTC (private)

Request #134429 "Pic" was closed and merged into this request. Last comment in request #134429:

image0.jpeg
Sent from my iPhone

Attachment(s):
image0.jpeg - https://eposaudio.zendesk.com/attachments/token/yVtWT7DrM0pCuuUUpvpqQEA15/?name=image0.jpeg

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Md. Modassir Hassan, Mar 9, 2021, 20:36 UTC (private)

Request #134427 "New ticket from +19179514104" was closed and merged into this request. Last comment in request #134427:

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Md. Modassir Hassan, Mar 9, 2021, 20:36 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/24f7961b7ed74c608ca9520b50d09331/recordings/0.mp3
Call duration: 849
Description: cx called and said he wants to know if he  put the small earpiece inside the headset, will dirt still comes in it? Informed cx that our team has already working on it and they will get back to him accordingly. cx also used the profanity on the call.

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Adam Levine, Mar 9, 2021, 20:28 UTC

 ![](https://eposaudio.zendesk.com/attachments/token/cAlSsEwrx8aQjG4CoXvw67pLo/?name=image0.jpeg) ![](https://eposaudio.zendesk.com/attachments/token/J34F8k68LpqhCGRmIyyXzZEkK/?name=image1.jpeg)

Sent from my iPhone

> On Mar 9, 2021, at 11:35 AM, Adam Levine <[email-masked]> wrote:

> 
>
>
>
> Sent from my iPhone

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Adam Levine, Mar 9, 2021, 20:25 UTC

 ![](https://eposaudio.zendesk.com/attachments/token/IbcA4R885LK9bRkODAF7Ro4Lb/?name=image0.jpeg)

Sent from my iPhone

> On Mar 9, 2021, at 11:35 AM, Adam Levine <[email-masked]> wrote:

> 
>
>
>
> Sent from my iPhone

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Pravesh Singh, Mar 9, 2021, 20:19 UTC (private)

Request #134426 "New ticket from +19179514104" was closed and merged into this request. Last comment in request #134426:

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AJ Hurry, Mar 9, 2021, 19:48 UTC (private)

Request 133990 "New ticket from +19179514104" was closed and merged into this request. Last comment in request 133990:

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Md. Modassir Hassan, Mar 9, 2021, 17:12 UTC (private)

Request #134391 "New ticket from +19179514104" was closed and merged into this request. Last comment in request #134391:

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Md. Modassir Hassan, Mar 9, 2021, 17:11 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/b3eb7a33190a4245bdda83971899b222/recordings/0.mp3
Call duration: 364
Description: customer called and said he wants to know how to out the earhook. Informed customer that the case has already been with L2. customer was abusive on the call. He was very irated on the call. Doesn't want to listen anything and used the profanity on the call. Help the customer asap!

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Pravesh Singh, Mar 9, 2021, 16:47 UTC (private)

Request #134367 "New ticket from +19179514104" was closed and merged into this request. Last comment in request #134367:

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Pravesh Singh, Mar 9, 2021, 16:47 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Not provided
**Contact person**: Adam Levine
**Email**: [email-masked]
**Product name**: Presence Business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Headset turns off immediately
**Current status**:
the customer hasn't received the holder of the earhook, picture attached

**Next: checking with Level 2 for the further action.**

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Adam Levine, Mar 9, 2021, 16:36 UTC

 ![](https://eposaudio.zendesk.com/attachments/token/6IIcKN0F8EpFMYUFDQI9llH78/?name=image0.jpeg)

Sent from my iPhone

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Pravesh Singh, Mar 9, 2021, 16:35 UTC

Dear Adam,

Please accept my apologies for the inconvenience caused to you. Please send me the picture of the headset so that we can investigate the issue further.

We wish you a nice day!
Best regards,

**Pravesh Singh
EPOS Global Support**

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Md. Modassir Hassan, Mar 8, 2021, 18:01 UTC (private)

Request #133988 "New ticket from +19179514104" was closed and merged into this request. Last comment in request #133988:

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Md. Modassir Hassan, Mar 8, 2021, 18:01 UTC (private)

Disposition: Successful Call
Recording URL: https://epos.mytalkdesk.com/interactions/d2ea6de726eb4dfb929fb225d4e00360/recordings/0.mp3
Call duration: 376
Description: customer wants to know about the status of the replacement. Infoirmed cx that the tracking no is not updated it, as soon as it will get updated, he'll get the automated mail. cx also said the 800 no of Canada is not working. Acknowledged cx and noted the feedback.

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Adam Levine, Mar 8, 2021, 16:43 UTC

Is their an issue with the phone lines?

Sent from my iPhone

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Pravesh Singh, Mar 3, 2021, 20:36 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000659(1)
**Process**: SNOW
**Service Center**: [email-masked]

**Remarks**: CS team to process the replacement

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Pravesh Singh, Mar 3, 2021, 19:46 UTC (private)

**_NEXT ACTION_**

**What**: RMA approved, requested to confirm the shipping address. waiting for the response.
**Who**: Adam
**When**: 09/03/2021​

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Pravesh Singh, Mar 3, 2021, 19:46 UTC

Dear Adam,

Thank you for contacting EPOS Global Support. For your convenience, we have created a **support ticket number 132985** for your inquiry.

We are sorry to hear that you are experiencing problems with Presence Grey Business. We were trying to reach you by phone but can't get through. We will now proceed to replace your headset. Could you please provide us with the following information.

**Company**: If applicable
**Name**:
**Phone**:
**E-mail**:
**Address line 1**:
**Address line 2**:
**City**:
**State/Province**:
**Zip Code**:
**Country**:

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

We wish you a nice day!
Best regards,

**Pravesh Singh
EPOS Global Support**

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Temistocles Valdes, Mar 3, 2021, 19:36 UTC (private)

RMA approved

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Pravesh Singh, Mar 3, 2021, 19:22 UTC (private)

Disposition: 
Recording URL: https://epos.mytalkdesk.com/interactions/bee0bb917ca1461fa21f0ac880dd5ee2/recordings/0.mp3
Call duration: 1783
Description:

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Pravesh Singh, Mar 3, 2021, 19:22 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Not provided
**Contact person**: Adam Levine
**Email**: [email-masked]
**Product name**: Presence Business
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Headset turns off immediately
**Current status**:
the headset turns off immediately
we have already replaced the headset under #104846
the user reported the issue with replacement under #123449
the user is having the same issue with the replacement
the headset was purchased from Amazon on Apr 4, 2020
updated the firmware of the headset  1.1.4
performed the reset with no success
the headset turns off after I guess 2 second following voice prompt "power off"

**Next: checking with Level 2 for the RMA for the Presence Business and process (SNOW or SLTR)**

Attachment(s):
image0 (1).png - https://eposaudio.zendesk.com/attachments/token/G36CX9DtWzcMIpDbT8Q6Iuz2m/?name=image0+%281%29.png

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Pravesh Singh, Mar 3, 2021, 18:52 UTC (private)

Request #132941 "+19179514104 called and left a v..." was closed and merged into this request. Last comment in request #132941:

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Pravesh Singh, Mar 3, 2021, 18:51 UTC (private)

ring group :us_enterprise
contact number :  +19179514104
duration : 
status :

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