Subject: SC 160 USB, PC, Multiple Headset issue
From: EPOS Global Support <[email-masked]>
Cc: Daniele Castiglioni <[email-masked]>
Date: Wed, 17 Nov 2021 11:54:51 +0000

You are registered as a CC on this support request (184606). Reply to this email to add a comment to the request.

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Pritish Nandi, Nov 17, 2021, 11:54 UTC (private)

**Daniele Castiglioni**​ - Please create a return label for 6 headsets addressed to Josephine in HQ.

**Firma**: WTSH GmbH
**Name**: Klaus Wanke
**Telefonnummer**: 0431-666666817
**E-Mail-Adresse**: [email-masked]
**Adresszeile 1**: Lorentzendamm 24
**Adresszeile 2**:
**Postleitzahl**: 24103
**Ort**: Kiel
**Land**:Germany

2xSC 160, 3xSC 135, 1xPC 5.2 chat, totally 6 headsets.

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Wanke, Klaus, Nov 17, 2021, 11:12 UTC

**Von:** EPOS Global Support <[email-masked]>
**Gesendet:** Mittwoch, 17. November 2021 11:45
**An:** Wanke, Klaus <[email-masked]>
**Betreff:** [EPOS] Re: SC 160 USB, PC, Multiple Headset issue

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

Your request (184606) has been updated. To add additional comments, reply to this email.

**Tudor Alexandru** (EPOS Enterprise)

17.11.2021, 10:45 UTC

Sehr geehrter Herr Wanke,

Wir würden Sie bitten uns die Lieferdaten zu übermitteln, sodass wir mit dem Einsendeprozess fortfahren können:

**Firma**: WTSH GmbH
**Name**: Klaus Wanke
**Telefonnummer**: 0431-666666817
**E-Mail-Adresse**: [email-masked]
**Adresszeile 1**: Lorentzendamm 24
**Adresszeile 2**:
**Postleitzahl**: 24103
**Ort**: Kiel
**Land**:Germany

Wir danken für Ihr Vertrauen und wünschen Ihnen einen angenehmen Tag.

Mit freundlichen Grüßen,
Tudor Alexandru
EPOS Global Support

** **

Click here to view the full ticket: eposaudio.zendesk.com/hc/requests/184606

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Tudor Alexandru, Nov 17, 2021, 10:45 UTC (private)

**_NEXT ACTION_**

**What**: Asking CX to send shipping adress
**Who**: Klaus Wanke
**When**: 22.11.2021

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Tudor Alexandru, Nov 17, 2021, 10:45 UTC

Sehr geehrter Herr Wanke,

Wir würden Sie bitten uns die Lieferdaten zu übermitteln, sodass wir mit dem Einsendeprozess fortfahren können:

**Firma**:
**Name**:
**Telefonnummer**:
**E-Mail-Adresse**:
**Adresszeile 1**:
**Adresszeile 2**:
**Postleitzahl**:
**Ort**:
**Land**:

Wir danken für Ihr Vertrauen und wünschen Ihnen einen angenehmen Tag.

Mit freundlichen Grüßen,
Tudor Alexandru
EPOS Global Support

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Tudor Alexandru, Nov 17, 2021, 10:43 UTC (private)

Total Duration 0
Disposition : Attempting Contact
Description:  cx unresponsive  
URL:

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Pritish Nandi, Nov 17, 2021, 10:08 UTC (private)

Request #184603 "SC 135, PC, Multiple Headset issue" was closed and merged into this request. Last comment in request #184603:

Sehr geehrter Herr Wanke,

Wie telefonisch mit Ihrem Kollegen abgesprochen haben wir 3 verschiedene Tickets eröffnet um uns mit der Garantieabteilung zu beraten. Wir können leider nicht alle unterschiedlichen Geräte in einem Ticket zusammen packen. Das erlaubt die Prozedur nicht.

Die Tickets sind:
184102 (für 1x PC 5.2 Chat)
184603 (für 3x SC 135)
184606 (für 2x 160 USB)

Wir werden uns baldmöglichst bei Ihnen melden, sobald die Garantieabteilung Ihre Fälle untersucht hat.
Wir bedanken uns für Ihr Verständnis und wünschen Ihnen ein angenehmes Wochenende!

Mt freundlichen Grüßen,
Tudor Alexandru
EPOS Global Support

Attachment(s):
SC135USB_Mono.pdf - https://eposaudio.zendesk.com/attachments/token/7VXq9Y8FeQKzvoRLL7bdUcJEV/?name=SC135USB_Mono.pdfSC135USB_Mono2.pdf - https://eposaudio.zendesk.com/attachments/token/hhUk75rRhQfB5adSBTrE3wI5u/?name=SC135USB_Mono2.pdf211110-EposSennheiser_6Geräte-kw.docx - https://eposaudio.zendesk.com/attachments/token/U7RPPQWDcLQPum5kOGN8aHCvQ/?name=211110-EposSennheiser_6Ger%C3%A4te-kw.docx211110-EposSennheiser_6Geräte-kw.docx - https://eposaudio.zendesk.com/attachments/token/En5AUTuthnrp1aSxq4RNx36Il/?name=211110-EposSennheiser_6Ger%C3%A4te-kw.docxSC135USB_Mono2.pdf - https://eposaudio.zendesk.com/attachments/token/wUJSk5gIhWdFR4Ioc1yb4lbsD/?name=SC135USB_Mono2.pdfSC135USB_Mono.pdf - https://eposaudio.zendesk.com/attachments/token/fkcYn9tXoMwc2Jm9XtFd2t5li/?name=SC135USB_Mono.pdf211110-EposSennheiser_6Geräte-kw.docx - https://eposaudio.zendesk.com/attachments/token/KAX9z0IS0dksnG1WgSNGTZVh3/?name=211110-EposSennheiser_6Ger%C3%A4te-kw.docxSC135USB_Mono2.pdf - https://eposaudio.zendesk.com/attachments/token/yPFGFohVA7rWPy8JuFioJdDlS/?name=SC135USB_Mono2.pdfSC135USB_Mono.pdf - https://eposaudio.zendesk.com/attachments/token/OPm5CrlsNeqFUzTNCsJnbb4JJ/?name=SC135USB_Mono.pdf

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Josephine Veena, Nov 16, 2021, 14:28 UTC (private)

I talked with the customer, he is requesting for a return label. Please ask Daniele to create a return label to my address.

Customer will ship 2xSC 160, 3xSC 135, 1xPC 5.2 chat, totally 6 headsets.

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Sebastian Coldea, Nov 15, 2021, 13:00 UTC (private)

We have received a duplicate ticket number 184865.

User wants to send products back and informing us that he is ready to pay the shipping if there would not be any faulty headsets faulty.

User is threatening to sue us if there is no action until  the 22nd  of november.

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Tudor Alexandru, Nov 15, 2021, 11:41 UTC (private)

Josephine will call CX on 16.11.

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Tudor Alexandru, Nov 15, 2021, 11:35 UTC (private)

Talked to CX, he wanted to talk with someone regarding the TS procedure and come to an agreement. Will inform Josephine that he is available on 16.11 and 17.11 between 09:00 - 17:00 Germany time

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Josephine Veena, Nov 12, 2021, 15:07 UTC (private)

This is not a proper invoice we cannot accept it.
It doesn't show who sold it to the customer .

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Tudor Alexandru, Nov 12, 2021, 14:53 UTC (private)

**_RMA Approval Request to LEVEL 2_**

**Company Name**: WTSH – Business Development and Technology Transfer Corporation of Schleswig-Holstein
**Contact person**: Wanke, Klaus
**Email**: [email-masked]
**Product name**: SC 160 USB (A002430204107608, A002430204107550)
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Issue**: Multiple Headset issues (Not detecting in EPOS Connect, Windows does not detect Device correctly)
Parent Ticket #184102
He has purchased more than 80+ devices from us in the last 1 year
**Troubleshooting**:
- Customer is an IT manager and advised that his team completed all basic steps to check the HS.
- He is not interested in going through any diagnostics steps.
- He needs a resolution asap otherwise he would take legal action
**Current status**:
- Checking with L2 to see if RMA can be processed without troubleshooting.

Attachment(s):
211110-EposSennheiser_6Geräte-kw(1).docx - https://eposaudio.zendesk.com/attachments/token/hh10kOhJHSakTFNaxyRaS9r8q/?name=211110-EposSennheiser_6Ger%C3%A4te-kw%281%29.docxSC160USB_Duo.pdf - https://eposaudio.zendesk.com/attachments/token/ZLBLUPgIqWuMWVqaGc0GBiKg8/?name=SC160USB_Duo.pdf

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Tudor Alexandru, Nov 12, 2021, 14:52 UTC (private)

**_CASE SUMMARY_**

**Company Name**: WTSH – Business Development and Technology Transfer Corporation of Schleswig-Holstein
**Contact person**: Wanke, Klaus
**Email**: [email-masked]
**Product name**: SC 160 USB (A002430204107608, A002430204107550)
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Issue**: Multiple Headset issues (Not detecting in EPOS Connect, Windows does not detect Device correctly)
Parent Ticket #184102
He has purchased more than 80+ devices from us in the last 1 year
**Troubleshooting**:
- Customer is an IT manager and advised that his team completed all basic steps to check the HS.
- He is not interested in going through any diagnostics steps.
- He needs a resolution asap otherwise he would take legal action
**Current status**:
- Checking with L2 to see if RMA can be processed without troubleshooting.

Attachment(s):
211110-EposSennheiser_6Geräte-kw(1).docx - https://eposaudio.zendesk.com/attachments/token/F9wR19CTI995wfjc9cvxF0pXc/?name=211110-EposSennheiser_6Ger%C3%A4te-kw%281%29.docxSC160USB_Duo.pdf - https://eposaudio.zendesk.com/attachments/token/3U7BG16uDbx8rRAWfQJmb5vFX/?name=SC160USB_Duo.pdf

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Tudor Alexandru, Nov 12, 2021, 14:48 UTC

Sehr geehrter Herr Wanke,

Wie telefonisch mit Ihrem Kollegen abgesprochen haben wir 3 verschiedene Tickets eröffnet um uns mit der Garantieabteilung zu beraten. Wir können leider nicht alle unterschiedlichen Geräte in einem Ticket zusammen packen. Das erlaubt die Prozedur nicht.

Die Tickets sind:
184102 (für 1x PC 5.2 Chat)
184603 (für 3x SC 135)
184606 (für 2x 160 USB)

Wir werden uns baldmöglichst bei Ihnen melden, sobald die Garantieabteilung Ihre Fälle untersucht hat.
Wir bedanken uns für Ihr Verständnis und wünschen Ihnen ein angenehmes Wochenende!

Mt freundlichen Grüßen,
Tudor Alexandru
EPOS Global Support

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Pritish Nandi, Nov 12, 2021, 13:55 UTC (private)

**_CASE SUMMARY_**

**Company Name**: WTSH – Business Development and Technology Transfer Corporation of Schleswig-Holstein
**Contact person**: Wanke, Klaus
**Email**: [email-masked]
**Product name**: SC 160 USB (A002430204107608, A002430204107550)
**Number of Products**: 2
**Sales Opportunity Size in Headsets**: 0
**Issue**: Multiple Headset issues (Not detecting in EPOS Connect, Windows does not detect Device correctly)
Parent Ticket #184102
He has purchased more than 80+ devices from us in the last 1 year
**Troubleshooting**:
- Customer is an IT manager and advised that his team completed all basic steps to check the HS.
- He is not interested in going through any diagnostics steps.
- He needs a resolution asap otherwise he would take legal action
**Current status**:
- Checking with L2 to see if RMA can be processed without troubleshooting.

Attachment(s):
SC160USB_Duo.pdf - https://eposaudio.zendesk.com/attachments/token/AsO9bLRpr5zuYVKeV1ES5iX6u/?name=SC160USB_Duo.pdf211110-EposSennheiser_6Geräte-kw.docx - https://eposaudio.zendesk.com/attachments/token/yotn9ZGpz5InSzgDXkzNqe5c5/?name=211110-EposSennheiser_6Ger%C3%A4te-kw.docx

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