Subject: IMPACT SD Pro 2 - US, Broken Headset
From: EPOS Global Support <[email-masked]>
Cc: Morris Frost <[email-masked]>, Daniele Castiglioni <[email-masked]>
Date: Fri, 09 Apr 2021 16:40:07 +0000

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

You are registered as a CC on this support request (140378). Reply to this email to add a comment to the request.

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Md. Modassir Hassan, Apr 9, 2021, 16:40 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000563
**Process**: SLTR
**Service Center**: [email-masked]

**Remarks**:
Dear **Daniele Castiglioni**​ , please generate the return slip to the below address as **Morris Frost**​ wants to inspect it as per below internal remarks from L2:

Have the headset sent to Morris
77 Hawthorne drive North
Apt 4
New london
Ct
06320
USA

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Md. Modassir Hassan, Apr 9, 2021, 16:30 UTC

Dear Dave,

Thank you for the information.

We are processing the request and will send you a return label for returning the faulty product.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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DAVE LICATA, Apr 9, 2021, 4:27 UTC

 Please send Md. Modassir Hassan (EPOS Enterprise)

Apr 7, 2021, 22:40 UTC
Dear Dave,

Referring to your support ticket number 140378. Could you please provide us with the following information before we can proceed with the replacement process.
I already gave you this information what do ytou need it again for????
Company:
Name:David Licata
Phone: 631-942-3986
E-mail:[email-masked]
Address line 1:9 pondvierw drive #24
Address line 2:
City: East Patchogue
State/Province:NY
Zip Code:11772

Country:United States

Product: Sennehiser SD PRO 2
Article No.:
Quantity: 1

Send this out immediately, every day i do not have it i can not make money.

Return reason: (Please provide a concise description of the issue): I already gave you this information, the product is broken it wont connect to PC.
Proof of Purchase: (Please attach a copy of your proof of purchase document in PDF format)

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.

Attachment(s):
``````````````````````````````````.jpeg - https://eposaudio.zendesk.com/attachments/token/GErYBVk2LTWkUlFlkQUSAu2tG/?name=%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60.jpegimage0.jpeg - https://eposaudio.zendesk.com/attachments/token/eM7egnz9vNCPp5wmVPxRH0kRp/?name=image0.jpegimage3.jpeg - https://eposaudio.zendesk.com/attachments/token/M9OTMokCOHBsCuQctwk1EIaya/?name=image3.jpegimage4.jpeg - https://eposaudio.zendesk.com/attachments/token/t0k8H7jNQvilWdia6cQYMmq4R/?name=image4.jpegimage5.jpeg - https://eposaudio.zendesk.com/attachments/token/iPwKwFNwWxbDDalhsAYE8cqUW/?name=image5.jpegScreenshot (29).png - https://eposaudio.zendesk.com/attachments/token/kMZCdDf2wp8sUlDHrrdeqURk8/?name=Screenshot+%2829%29.png

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Matthew Broadley, Apr 7, 2021, 23:11 UTC (private)

RMA approved, SLTR, IMPACT SD Pro 2 ML - US, 1000563(1)

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Md. Modassir Hassan, Apr 7, 2021, 22:41 UTC (private)

**_NEXT ACTION_**

**What**: Gathering RMA SLTR Info
**Who**: Dave
**When**: April 12, 2021

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Md. Modassir Hassan, Apr 7, 2021, 22:40 UTC

Dear Dave,

Referring to your support ticket number 140378. 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:**

**Return reason: (Please provide a concise description of the issue):
Proof of Purchase:** (Please attach a copy of your proof of purchase document in PDF format)

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,
Md. Modassir Hassan
EPOS Global Support

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Morris Frost, Apr 7, 2021, 21:34 UTC (private)

RMA approved SLTR **1000563(1)**
Have the headset sent to Morris
77 Hawthorne drive North
Apt 4
New london
Ct
06320

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Morris Frost, Apr 7, 2021, 21:08 UTC (private)

Approved STLR

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Md. Modassir Hassan, Apr 7, 2021, 21:07 UTC (private)

Customer did shared the POP.
Here's the POP

Attachment(s):
Screenshot (29) (1).png - https://eposaudio.zendesk.com/attachments/token/QwttsKR9v436SC1GFhl3soRBv/?name=Screenshot+%2829%29+%281%29.png

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Morris Frost, Apr 7, 2021, 21:05 UTC (private)

Ask for proof of purchase

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Md. Modassir Hassan, Apr 7, 2021, 20:57 UTC (private)

**_CASE SUMMARY_**

**Company Name**: NA
**Contact person**: DAVE LICATA
**Email**: [email-masked]
**Product name**: IMPACT SD Pro 2 ML - US
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Broken Headset
**Current status**:
Customer said his SD Pro 2 is broken. He said the magnetic part and back of the base is broken. He said he wants the replacement of it.
Customer shared the picture and POP

**Next status:
RMA Request, SLTR, IMPACT SD Pro 2 ML - US, 1000563(1)**

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Md. Modassir Hassan, Apr 7, 2021, 20:51 UTC

Dear Dave,

This is with regards to your support ticket number 140378. Thank you for sharing the proof of purchase and the picture of the headset.

Your request is currently being processed and we will be coming back to you shortly.
In the meantime, should you have any questions feel free to reply to this email.

Please do not hesitate to contact us if you have any further questions. You can reach us by answering to this email or by calling us directly from Monday to Friday between 8 AM to 5 PM on our **support number 1 800 895 7412.**

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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DAVE LICATA, Apr 7, 2021, 20:21 UTC

Here is the info you requested. Please send out a replacement immediately to 9 pondview drive #24 East Patchogue NY 11772

Attachment(s):
Screenshot (29).png - https://eposaudio.zendesk.com/attachments/token/RtosFv1JxthEo0uI4RpCnWwJR/?name=Screenshot+%2829%29.pngimage0.jpeg - https://eposaudio.zendesk.com/attachments/token/BHyQaZmYAvQVKpQ4TCIk0IMqD/?name=image0.jpegimage3.jpeg - https://eposaudio.zendesk.com/attachments/token/5MhiRa7pk4m6THoeq9T3Vyz9Y/?name=image3.jpegimage4.jpeg - https://eposaudio.zendesk.com/attachments/token/u5itCRQYbN3Q1VD3ydYpTbtp3/?name=image4.jpegimage5.jpeg - https://eposaudio.zendesk.com/attachments/token/KLzqs2GTKTztx4j5BFoBPzS1I/?name=image5.jpeg``````````````````````````````````.jpeg - https://eposaudio.zendesk.com/attachments/token/4JJTnv8g0YphGLAZaFAYCF9l4/?name=%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60%60.jpeg

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Md. Modassir Hassan, Apr 7, 2021, 20:15 UTC (private)

**_NEXT ACTION_**

**What**: Asking for POP
**Who**: Dave
**When**: April 12, 2021

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Md. Modassir Hassan, Apr 7, 2021, 20:15 UTC

Dear Dave,

This is with regards to your support ticket number 140378. Thank you so much for helping us with the picture of headset.

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,
Md. Modassir Hassan
EPOS Global Support

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DAVE LICATA, Apr 7, 2021, 20:06 UTC

 ![](https://eposaudio.zendesk.com/attachments/token/1401LUt8VAf4CzIwA3GS76k9I/?name=image0.jpeg) ![](https://eposaudio.zendesk.com/attachments/token/6SlQzsgAqVm8u8OINN7SQWb9Z/?name=image1.jpeg) ![](https://eposaudio.zendesk.com/attachments/token/uMNqdI00GugX7XcnKV5vN2MrB/?name=image2.jpeg) ![](https://eposaudio.zendesk.com/attachments/token/jtdGYcMu5KGFoXZnYz7sWEUZ7/?name=image6.jpeg) ![](https://eposaudio.zendesk.com/attachments/token/guYNZvRnqCnJVCH6kHKDGLnop/?name=image4.jpeg) ![](https://eposaudio.zendesk.com/attachments/token/8tGuwJVu3t0snqGO3J4Yjo4un/?name=image5.jpeg) ![](https://eposaudio.zendesk.com/attachments/token/jtdGYcMu5KGFoXZnYz7sWEUZ7/?name=image6.jpeg)

Sent from my iPhone

> On Apr 6, 2021, at 5:06 PM, EPOS Global Support <[email-masked]> wrote:

Attachment(s):
image6.jpeg - https://eposaudio.zendesk.com/attachments/token/AoDcwtK706JX9ecpXh939EexN/?name=image6.jpeg

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Md. Modassir Hassan, Apr 6, 2021, 21:06 UTC (private)

**_NEXT ACTION_**

**What**: 1st follow-up sent
**Who**: Dave
**When**: April 09, 2021

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Md. Modassir Hassan, Apr 6, 2021, 21:06 UTC

Dear Dave,

We would like to refer to your **support ticket number 140378** which you have requested with us on 01/04/2021.

Since our last correspondence, we have not received your response yet and would like to follow up with you. Please let us know if you have any further questions or concerns, we would appreciate a quick reply on your side.

We wish you a nice day!

Best regards,
Md. Modassir Hassan
EPOS Global Support

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Md. Modassir Hassan, Apr 1, 2021, 20:47 UTC (private)

**_NEXT ACTION_**

**What**: Customer to share POP and picture of broken HS
**Who**: Dave
**When**: April 06, 2021

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Md. Modassir Hassan, Apr 1, 2021, 20:47 UTC (private)

**_CASE SUMMARY_**

**Company Name**: NA
**Contact person**: DAVE LICATA
**Email**: [email-masked]
**Product name**: SD Pro 2
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Broken Headset
**Current status**:
Customer called and said his SD Pro 2 is broken. He said he wants the replacement of it.
Informed customer to send us the picture of broken headset along with POP, cx agreed.

**Next status: **
**Customer to send the POP and picture of broken HS**

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Md. Modassir Hassan, Apr 1, 2021, 20:46 UTC (private)

Disposition: Successful Call
Recording URL: 
Call duration: 484
Description: Customer called and said his SD Pro 2 is broken. He said he wants the replacement of it. 

Informed customer to send us the picture of broken headset along with POP, cx agreed.

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Md. Modassir Hassan, Apr 1, 2021, 20:43 UTC

Dear Dave,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 140378** for your inquiry.

We are sorry to hear that your headset SD Pro 2 is broken. Could you please help us with the pictures of broken headset along with the Proof of purchase in PDF format so that we will check the warranty claim for you.

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,
Md. Modassir Hassan
EPOS Global Support

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Md. Modassir Hassan, Apr 1, 2021, 20:37 UTC (private)

ring group :us_enterprise
contact number :  +18605779120
duration : 
status :

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