Subject: MB Pro 2 UC, PC, Connection Being Lost
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Wed, 09 Jun 2021 06:58:14 +0000

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You are registered as a CC on this support request (152240). Reply to this email to add a comment to the request.

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Aparna Jain, Jun 9, 2021, 6:58 UTC

Dear Robert,

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,
Aparna
EPOS Global Support

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Daniele Castiglioni, Jun 3, 2021, 8:51 UTC (private)

**_NEXT ACTION_**

**What**: Tracking # sent to customer
**Who**: Robert
**When**: 10/06/2021​

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Daniele Castiglioni, Jun 3, 2021, 8:51 UTC

Dear Robert,

The replacement product has been shipped to you with the UPS tracking number: **1Z8760F30359200946**.

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, Jun 3, 2021, 8:50 UTC (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30359200946

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Daniele Castiglioni, Jun 3, 2021, 8:50 UTC (private)

Request #153163 "Sales Packing Slip SPS000051641" was closed and merged into this request. Last comment in request #153163:

Packing slip_SPS000051641_005122.PDF

Attachment(s):
Packing slip_SPS000051641_005122.PDF - https://eposaudio.zendesk.com/attachments/token/Ahnk114Scr0yxrNTMFxCjGRO1/?name=Packing+slip_SPS000051641_005122.PDF

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Daniele Castiglioni, Jun 2, 2021, 9:14 UTC (private)

Est. ship date 6/1/2021

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Daniele Castiglioni, Jun 2, 2021, 9:14 UTC (private)

Request #152876 "Order Acknowledgement / Confirma..." was closed and merged into this request. Last comment in request #152876:

Confirmation_010521_20210602_SUS000029981-2.PDF

Attachment(s):
Confirmation_010521_20210602_SUS000029981-2.PDF - https://eposaudio.zendesk.com/attachments/token/OJiTA7xCOfZtq6PEUIEOdqmY7/?name=Confirmation_010521_20210602_SUS000029981-2.PDF

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Aparna Jain, Jun 2, 2021, 6:50 UTC (private)

Request #152846 "Order Acknowledgement / Confirma..." was closed and merged into this request. Last comment in request #152846:

Confirmation_214852_20210601_SUS000029981-1.PDF

Attachment(s):
Confirmation_214852_20210601_SUS000029981-1.PDF - https://eposaudio.zendesk.com/attachments/token/sN6HlYVfiwJ6VVnSbSxmoFHe8/?name=Confirmation_214852_20210601_SUS000029981-1.PDF

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Pravesh Singh, May 31, 2021, 14:48 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000708(1)
**Process**: SNOW
**Service Center**: [email-masked]

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

**Daniele Castiglioni**​ please assign back the ticket to me once the cable is delivered.

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Pravesh Singh, May 31, 2021, 14:45 UTC

Dear Robert,

Thank you for contacting EPOS Global Support. For your convenience, we have created **support ticket number 152240** for your inquiry.

We are sorry to hear that you are experiencing problems with MB Pro 2 UC. As we had discussed over the phone, we have processed the warranty replacement request for the USB cable 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,

Pravesh Singh
EPOS Global Support

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Matthew Broadley, May 31, 2021, 1:48 UTC (private)

RMA approved, SNOW, 1000708(1)

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Pravesh Singh, May 28, 2021, 19:23 UTC (private)

**_CASE SUMMARY_**

**Company Name**: N/A
**Contact person**: Robert Schildkraut
**Email**: [email-masked]
**Phone Number:** +15169936244
**Product name**: MB Pro 2 UC
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: Connection Being Lost
**Current status**:
the headset loose the pairing to the dongle frequently
the customer is unable to update the firmware the headset
the EPOS Connect Software (4.5.0.1295) and dongle (2.16.7) is upto date
the process stuck on 0%
Windows: 20H2

* * *
**Shipping Address**
Robert Schildkraut
63 Bow Street
Lexington MA 02420
+1 516-993-6244
the headset was purchased from Amazon on October 14, 2020

* * *
**_NEXT ACTION_**

**What**: checking with Level 2 if we can ship a USB cable (1000708) to the customer. Waiting for the update.
**Who**: Level 2
**When**:

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Pravesh Singh, May 28, 2021, 19:23 UTC (private)

Disposition: 
Recording URL: https://epos.mytalkdesk.com/interactions/7314bc6043c8424a8a67ef2ce54044e8/recordings/0.mp3
Call duration: 3015
Description:

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Pravesh Singh, May 28, 2021, 19:13 UTC (private)

**_CASE SUMMARY_**

**Company Name**: N/A
**Contact person**: Robert Schildkraut
**Email**: [email-masked]
**Phone Number:** +15169936244
**Product name**: MB Pro 2 UC
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: Connection Being Lost
**Current status**:

Attachment(s):
Amazon.com - Order 113-6697242-4749841.pdf - https://eposaudio.zendesk.com/attachments/token/PiJ8AzW3maAJP7pCOuORmKPH7/?name=Amazon.com+-+Order+113-6697242-4749841.pdf

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Pravesh Singh, May 28, 2021, 18:33 UTC (private)

ring group :us_enterprise
contact number :  +15169936244
duration : 
status :

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