Subject: DW BS USB ML-EU, Charging magnets broken
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Thu, 15 Jul 2021 09:01:37 +0000

You are registered as a CC on this support request (159825). Reply to this email to add a comment to the request.

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Dipanshu Sharma, Jul 15, 2021, 9:01 UTC (private)

**_NEXT ACTION_**

**What**: shipping
**Who**: customer
**When**: 20/07/2021​

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Dipanshu Sharma, Jul 15, 2021, 9:01 UTC

Dear Paul,

Referring to your support ticket number 159825.

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**:

**Product**:
**Article number**:
**Quantity**:

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Josephine Veena, Jul 15, 2021, 8:37 UTC (private)

**Dipanshu Sharma**​ Please do to do SNOW and write in the side conversation remarks : Products will not be returned.

**Daniele Castiglioni**​ Please ask customer service to create a return label to the below address:
5 DW Base units has to be returned to the HQ.

EPOS/Sennheiser Communications A/S
Industriparken 27
DK-2750 Ballerup
Denmark

**Heta Nyrhinen**
[email-masked]
 +45 4470 0148
 +45 2213 1261

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Dipanshu Sharma, Jul 15, 2021, 8:18 UTC (private)

Total Duration 155
Disposition : Successful Call
Description:  call back done
to user
customer said that he do not know why he has DW BS USB ML-EU and not DW BS ML - UK
- he said that he purchased them from a reseller
- customer confirmed that the box and BS label says DW BS USB ML-EU  
URL:

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Heta Nyrhinen, Jul 15, 2021, 8:04 UTC (private)

Please clarify the model with the customer. Are they not using DW BS ML - UK and not DW BS USB ML-EU, as they are in the UK? Please also add the serial numbers to the field in the left.

Once the model is checked, the RMA is approved as SNOW and the faulty products need to be collected to the HQ.

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Innocent Bohui, Jul 14, 2021, 14:31 UTC (private)

RMA for 5 Units

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Dipanshu Sharma, Jul 14, 2021, 12:18 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Trafford Housing Trust
**Contact person**: Paul Both
**Email**: [email-masked]
**Product name**: DW BS USB ML-EU
**Number of Products**: 3
**Sales Opportunity Size in Headsets**: 0
**Issue**: Charging magnets broken
**Current status**:call back done to Paul
- they have purchased 100s of HS
- 5 BS have broken magnets as if now and their respective HS are ok.
- sample picture attached
- 5044890951026112
5044860951174682
5044890951093791
5044890951025954
5044860951140427
- POP attached
- Picture of damage attached

Next L2 to decide for RMA DW BS USB ML-EU, and snow or sltr
1000694(5)

Attachment(s):
304312089_page_1.pdf - https://eposaudio.zendesk.com/attachments/token/soMMUTEl1GMNW4l5iJ32Dz15x/?name=304312089_page_1.pdf2021_07_06 09_49 Office Lens (1).jpg - https://eposaudio.zendesk.com/attachments/token/bOmHXLLpYivnTKMKsj8AJzdwa/?name=2021_07_06+09_49+Office+Lens+%281%29.jpg

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Dipanshu Sharma, Jul 14, 2021, 12:17 UTC

Dear Paul,

Referring to your support ticket number 159825.

We are checking for the warranty claim and procedure and will get back to you as soon as possible.

Thank you for your patience and understanding.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Dipanshu Sharma, Jul 14, 2021, 12:16 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Trafford Housing Trust
**Contact person**: Paul Both
**Email**: [email-masked]
**Product name**: DW BS USB ML-EU
**Number of Products**: 3
**Sales Opportunity Size in Headsets**: 0
**Issue**: Charging magnets broken
**Current status**:call back done to Paul
- they have purchased 100s of HS
- 5 BS have broken magnets as if now and their respective HS are ok.
- sample picture attached
- 5044890951026112
5044860951174682
5044890951093791
5044890951025954
5044860951140427
- POP attached
- Picture of damage attached

Next L2 to decide for RMA DW BS USB ML-EU, and snow or sltr
1000694(5)

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Paul Both, Jul 14, 2021, 11:22 UTC

Hello Dipanshu,

Please find the invoice attached to this email.

I hope this would be enough to get the base unites replaced for us.

Many thanks.

Kind regards,

Paul Both

 During these unusual times, many of our colleagues are working weird and wonderful hours to balance​
​ their work and home/family commitments, so you may be receiving this email outside of regular working
​ hours. Please do not feel under any obligation to respond outside of your own working hours.

Paul Both

|

Service Desk Engineer

DD:  **01619680510**

M:  07714769243

Main: 0300 777 7777

Web:

**www.traffordhousingtrust.co.uk**

​ HANDS | FACE | SPACE | FRESH AIR

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​
​Please remember that any personal information you provide to Trafford Housing Trust by email will be stored on our systems in accordance with Data Protection legislation and our** ****Privacy Statement**.

Registered in England and Wales Reg No 04831118. Reg Office: Trafford Housing trust, Sale Point, 126 ‑ 150 Washway Road, Sale M33 6AG.
Charity Reg No 1106967; Registered by the Homes and Communities Agency. No. L44440; VAT No 854 7727 85

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Attachment(s):
304312089_page_1.pdf - https://eposaudio.zendesk.com/attachments/token/XN5bT4eyW3Lb89Y8ua4iPa2dT/?name=304312089_page_1.pdf

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Dipanshu Sharma, Jul 14, 2021, 10:37 UTC (private)

**_NEXT ACTION_**

**What**: POP
**Who**: Paul
**When**: 19/07/2021

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Dipanshu Sharma, Jul 14, 2021, 10:37 UTC

Dear Paul,

Referring to your support ticket number 159825.

As discussed over the call, kindly send the Proof of Purchase of the headset so that we can check for the warranty claim.

Looking forward to your response.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Dipanshu Sharma, Jul 14, 2021, 10:36 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Trafford Housing Trust
**Contact person**: Paul Both
**Email**: [email-masked]
**Product name**: DW BS USB ML-EU
**Number of Products**: 3
**Sales Opportunity Size in Headsets**: 0
**Issue**: Charging magnets broken
**Current status**:call back done to Paul
- they have purchased 100s of HS
- 5 BS have broken magnets as if now and their respective HS are ok.
- sample picture attached
- 5044890951026112
5044860951174682
5044890951093791
5044890951025954
5044860951140427

Next - POP

Attachment(s):
2021_07_06 09_49 Office Lens (1).jpg - https://eposaudio.zendesk.com/attachments/token/qpEX8SEYYMcAvE7BoZ9mM6siJ/?name=2021_07_06+09_49+Office+Lens+%281%29.jpg

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Dipanshu Sharma, Jul 14, 2021, 10:36 UTC (private)

Total Duration 244
Disposition : Successful Call
Description:  call back done
requested user to send POP  
URL:

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Paul Both, Jul 14, 2021, 8:57 UTC

Hello Dipanshu,

My apologies for the late reply but I managed to get the reference number from our supplier.

Our supplier is Ballicom and their reference number of our order is 52.4#72991

Here are the serial numbers of the faulty devices:

Ballicom reference

Serial number Cube:

Firmware

52.4#72991

5044890951026112

160

5044860951174682

160

5044890951093791

160

5044890951025954

160

5044860951140427

160

I hope this is the information you need.

If you need any more information, please feel free to contact me.

Many thanks.

Kind regards,

Paul Both

 During these unusual times, many of our colleagues are working weird and wonderful hours to balance​
​ their work and home/family commitments, so you may be receiving this email outside of regular working
​ hours. Please do not feel under any obligation to respond outside of your own working hours.

Paul Both

|

Service Desk Engineer

DD:  **01619680510**

M:  07714769243

Main: 0300 777 7777

Web:

**www.traffordhousingtrust.co.uk**

​ HANDS | FACE | SPACE | FRESH AIR

 ![](https://eposaudio.zendesk.com/attachments/token/kN42qs87StzWSsRzfiR5ZtfuX/?name=image841724.png)

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This message is private and confidential. If you have received this message in error, please notify us and remove it from your system, you must not distribute the message anywhere else.
​We have tried to ensure this email does not contain any viruses, but you should check this too, as we cannot accept any responsibility for damage caused by a virus or malicious software.
​
​Please remember that any personal information you provide to Trafford Housing Trust by email will be stored on our systems in accordance with Data Protection legislation and our** ****Privacy Statement**.

Registered in England and Wales Reg No 04831118. Reg Office: Trafford Housing trust, Sale Point, 126 ‑ 150 Washway Road, Sale M33 6AG.
Charity Reg No 1106967; Registered by the Homes and Communities Agency. No. L44440; VAT No 854 7727 85

 ![](https://eposaudio.zendesk.com/attachments/token/PfvWCmakdFHr4ouekYFu2GiFC/?name=image152145.jpg)

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Dipanshu Sharma, Jul 9, 2021, 12:14 UTC (private)

**_NEXT ACTION_**

**What**: POP and S/N
**Who**: customer
**When**: 14/07/2021

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Dipanshu Sharma, Jul 9, 2021, 12:13 UTC

Dear Paul,

Thank you for your response. Referring to your support ticket number 159825.

Please do let us know once you have an update.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

----------------------------------------------

Paul Both, Jul 9, 2021, 7:27 UTC

Hello,

Thank you for reminding me.

I am still waiting for the proof of purchase from my purchasing department.

As soon as I have this, I will forward this and the serial numbers to you.

Many thanks.

Kind regards,

Paul Both

 During these unusual times, many of our colleagues are working weird and wonderful hours to balance​
​ their work and home/family commitments, so you may be receiving this email outside of regular working
​ hours. Please do not feel under any obligation to respond outside of your own working hours.

Paul Both

|

Service Desk Engineer

DD:  **01619680510**

M:

Main: 0300 777 7777

Web:

**www.traffordhousingtrust.co.uk**

​ HANDS | FACE | SPACE | FRESH AIR

 ![](https://eposaudio.zendesk.com/attachments/token/PY8BrMv2u1tDX5KNedp9wadB5/?name=image926955.png)

Email Confidentiality Notice
This message is private and confidential. If you have received this message in error, please notify us and remove it from your system, you must not distribute the message anywhere else.
​We have tried to ensure this email does not contain any viruses, but you should check this too, as we cannot accept any responsibility for damage caused by a virus or malicious software.
​
​Please remember that any personal information you provide to Trafford Housing Trust by email will be stored on our systems in accordance with Data Protection legislation and our** ****Privacy Statement**.

Registered in England and Wales Reg No 04831118. Reg Office: Trafford Housing trust, Sale Point, 126 ‑ 150 Washway Road, Sale M33 6AG.
Charity Reg No 1106967; Registered by the Homes and Communities Agency. No. L44440; VAT No 854 7727 85

 ![](https://eposaudio.zendesk.com/attachments/token/UNVLUJpAg76l0NACfPsArBuKt/?name=image495509.jpg)

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Dipanshu Sharma, Jul 6, 2021, 12:00 UTC (private)

**_NEXT ACTION_**

**What**: - POP and S/n
**Who**: customer
**When**: 09/07/2021

----------------------------------------------

Dipanshu Sharma, Jul 6, 2021, 12:00 UTC (private)

Total Duration 183
Disposition : Successful Call
Description:  call back done to Paul
- thay have purchased 100s of HS
- 3 BS have broken magnets as if now and their respective hs are ok.
- sample picture attched

Newxt - POP and S/n  
URL:

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Dipanshu Sharma, Jul 6, 2021, 12:00 UTC

Dear Paul,

Thank you for contacting EPOS Global Support. For your convenience we have created **support ticket number 159825** for your inquiry.

We are sorry to hear that you are experiencing problems with DW BS USB ML-EU.

As discussed over the call, kindly share the Proof of purchase of the headsets in the PDF format along with the serial numbers.

Looking forward to your response.

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 08:00 until 17:00 on our support number +44 (0) 2035144072

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

----------------------------------------------

Dipanshu Sharma, Jul 6, 2021, 11:59 UTC (private)

**_CASE SUMMARY_**

**Company Name**: Trafford Housing Trust
**Contact person**: Paul Both
**Email**: [email-masked]
**Product name**: DW BS USB ML-EU
**Number of Products**: 3
**Sales Opportunity Size in Headsets**: 0
**Issue**: Charging magnets broken
**Current status**:call back done to Paul
- they have purchased 100s of HS
- 3 BS have broken magnets as if now and their respective hs are ok.
- sample picture attached

Next - POP and S/n

Attachment(s):
2021_07_06 09_49 Office Lens.jpg - https://eposaudio.zendesk.com/attachments/token/8vJAMqiGujlwlmtdeMN2Fm1Ua/?name=2021_07_06+09_49+Office+Lens.jpg

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!*** Paul Both was not signed in when this comment was submitted. Learn more ***!

Paul Both, Jul 6, 2021, 8:52 UTC

Hello,
My name is Paul Both and I work at Trafford Housing Trust in Manchester, UK.
We use the Sennheiser DW BS USB ML-EU unit. 
There are a few of these units that have gotten the plastic/magnetic 'bit' broken off to where the headset is resting for recharging.

Would there be a way to get these little bits replaced or get the DW BS USB ML-EU replaced?
Many thanks.

Kind regards,

Paul Both
Trafford Housing Trust
T: 0161 968 0510
E: [email-masked]

Attachment(s):
2021_07_06 09_49 Office Lens.jpg - https://eposaudio.zendesk.com/attachments/token/Q7Ve4ZAi2HEzi5iRg2GYI93Kn/?name=2021_07_06+09_49+Office+Lens.jpg

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