Subject: SDW 5016, PC, HS does not connect to BS
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Tue, 16 Mar 2021 06:34:43 +0000

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

You are registered as a CC on this support request (132121). Reply to this email to add a comment to the request.

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Daniele Castiglioni, Mar 16, 2021, 6:34 UTC (private)

**_NEXT ACTION_**

**What**: Replacement received. Provided customer with contact number to help with troubleshooting with replacement product.
**Pravesh Singh**​ please contact customer to help with connectivity issue.
**Who**: Jodi
**When**: 19/03/2021​

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Daniele Castiglioni, Mar 16, 2021, 6:30 UTC

Dear Jodi,

Thank you for your email.

Here below I sending you the contact numbers and a dedicated team will help you out with troubleshooting:

**tel:1-800-895-7412 / tel:1-800-895-7412**

In the meantime I also have forwarded you request to relevant team.

We wish you a nice day!

Best regards,
**Daniele Castiglioni**

**EPOS Global Support**​

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Daniele Castiglioni, Mar 16, 2021, 6:24 UTC (private)

Request #135919 "Packing slip – SPS000046455" was closed and merged into this request. Last comment in request #135919:

Packing slip_SPS000046455_165915.PDF

Attachment(s):
Packing slip_SPS000046455_165915.PDF - https://eposaudio.zendesk.com/attachments/token/wf3k45OLXNMjXAsP1MUluiw1I/?name=Packing+slip_SPS000046455_165915.PDF

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Jodi Lippencott, Mar 12, 2021, 17:27 UTC

Can you give a number for someone that could help me with connectivity issues between the headset and my softphone software? We are currently using Mitel Connect (formerly Shoretel Communicator).

Thank you,

Jodi Lippencott

Repossession & Auction Coordinator

TEBO Financial Services

4740 Belpar St NW Unit A

Canton, OH 44718

Direct: 234-207-2511

![tebo](https://eposaudio.zendesk.com/attachments/token/cqj8GFEFxj0uGck9xSWHN2Yrh/?name=image001.png)

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Daniele Castiglioni, Mar 9, 2021, 9:53 UTC (private)

**_NEXT ACTION_**

**What**: Tracking # and return label sent to customer (1Z8760F39094519623)
**Who**: Jodi
**When**: 15/03/2021​

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Daniele Castiglioni, Mar 9, 2021, 9:53 UTC

Dear Jodi,

The replacement product has been shipped to you with the UPS tracking number: **1Z8760F30358807507**. It is due to be delivered today 03/09/2021.

Please let us know, if everything is fine with the replacement product, once you have received it.

We are also sending you a pre-paid return label for returning the faulty product. Please be aware that the UPS Return
Label expires within seven days.

We wish you a nice day!

Best regards,
**Daniele Castiglioni
EPOS Global Support**

Attachment(s):
132121.pdf - https://eposaudio.zendesk.com/attachments/token/zJUL4SOTJlpTxPO54Rf7oHbRG/?name=132121.pdf

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Vishal Singh, Mar 8, 2021, 8:48 UTC (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30358807507

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Dipanshu Sharma, Mar 4, 2021, 10:34 UTC

Dear Jodi,

We have processed the warranty replacement request 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 will then send you a pre-paid return label for returning the faulty product.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Dipanshu Sharma, Mar 4, 2021, 10:33 UTC (private)

**_RMA FOLLOW UP_**

**Article**: 1000631(1)
**Process**: SNOW
**Service Center**: [email-masked]

**Remarks**:

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Jodi Lippencott, Mar 3, 2021, 15:12 UTC

**Company**: TEBO Financial Services, Inc.
**Name**: Chris Klimes
**Phone**: 234-207-2525
**E-mail**: [email-masked]
**Address line 1**: 4740 Belpar St NW
**Address line 2**: Ste A
**City**: Canton
**State/Province**: OH
**Zip Code**: 44718
**Country**: USA

**Product**: SDW 5016 Wireless Headset
**Article No.**: US: 1000631
**Quantity**: 1

**Return reason**: Headset did not work when removed from the box. It does not connect to its base or any base. Another headset will connect to its base.

**Company**: TEBO Financial Services, Inc.
**Name**: Chris Klimes
**Phone**: 234-207-2525
**E-mail**: [email-masked]
**Address line 1**: 4740 Belpar St NW
**Address line 2**: Ste A
**City**: Canton
**State/Province**: OH
**Zip Code**: 44718
**Country**: USA

**Product**: SDW 5016 Wireless Headband
**Article No.**: US: 1000631
**Quantity**: 1

**Return reason**: Headband came in 2 pieces from the box.

Thank you,

Jodi Lippencott

Repossession & Auction Coordinator

TEBO Financial Services

4740 Belpar St NW Unit A

Canton, OH 44718

Direct: 234-207-2511

![tebo](https://eposaudio.zendesk.com/attachments/token/ZL2g8lNLkrY5Z0UFf5t5lMgcT/?name=image001.png)

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Dipanshu Sharma, Mar 3, 2021, 10:39 UTC (private)

**_NEXT ACTION_**

**What**: Gather SNOW info
**Who**: customer
**When**: 05/03/2021​

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Dipanshu Sharma, Mar 3, 2021, 10:38 UTC

Dear Jodi,

Could you please provide us with the following information in the below mentioned format:-

**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)

Looking forward to your response.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Morris Frost, Mar 2, 2021, 17:36 UTC (private)

SNOW

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Morris Frost, Mar 2, 2021, 17:35 UTC (private)

RMA approved for headset  article #1000631

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Dipanshu Sharma, Mar 2, 2021, 14:06 UTC (private)

**_LEVEL 1 TRANSFER TO LEVEL 2_**

**_REASON FOR TRANSFER_**: RMA request and SNOW or SLTR and  advice what part has to be sent for Broken Headband
**_Transfer to L2 article is checked_**: Y/N

**Company Name**: TEBO Financial Services
**Contact person**: Jodi Lippencott
**Email**: [email-masked]
**Product name**: SDW 5016
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: HS does not connect to BS
**Current status**:- customer bought 37 HS in Oct 2020. Took them out of the box recently.
- One HS does not connect to the BS and does not work at all.
- BS works with another HS.
- One Headband found broken when unboxed.
- customer shared snapshots of broken headband HS.
- HS does not connect to any other BS . It don't  even get a battery indicator light when it’s attached to any base
- Another HS connects and works fine with this BS
- POP attached

Attachment(s):
Headsets Proof of Purchase.pdf - https://eposaudio.zendesk.com/attachments/token/4jCTW9uTPZtg94jDVIlJLMid5/?name=Headsets+Proof+of+Purchase.pdf

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Jodi Lippencott, Mar 2, 2021, 14:00 UTC

Let me know if there is anything else I can help you with.

Thank you,

Jodi Lippencott

Repossession & Auction Coordinator

TEBO Financial Services

4740 Belpar St NW Unit A

Canton, OH 44718

Direct: 234-207-2511

![tebo](https://eposaudio.zendesk.com/attachments/token/3BKpbb4vXmVZhYpETkd6E5eQE/?name=image001.png)

Attachment(s):
Headsets Proof of Purchase.pdf - https://eposaudio.zendesk.com/attachments/token/Nz2d0Lbislmrqp2kmUPZPXpEk/?name=Headsets+Proof+of+Purchase.pdf

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Dipanshu Sharma, Mar 2, 2021, 8:27 UTC (private)

**_NEXT ACTION_**

**What**:POP
**Who**: customer
**When**: 05/03/2021

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Dipanshu Sharma, Mar 2, 2021, 8:27 UTC

Dear Jodi,

Thank you for your response. Referring to your support ticket number 132121.

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,
Dipanshu Sharma
EPOS Global Support

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Jodi Lippencott, Mar 1, 2021, 17:37 UTC

- Kindly check if the headset is working with another base station or not?It is not – you don’t even get a battery indicator light when it’s attached to any base
- Please check if headset is detected by EPOS connect, and update the latest firmware by following below mentioned steps:-I did not check this as I do not want to download any software. Another headset connects to the base fine.

![](https://eposaudio.zendesk.com/attachments/token/KrQbTILKJBqE8AamQ6EhjFkkk/?name=image002.jpg)  Broken Headset

![](https://eposaudio.zendesk.com/attachments/token/0CYhClAUNxCQDDznxfmQf7K3v/?name=image003.jpg)   Different headset connected to same base as above.

![](https://eposaudio.zendesk.com/attachments/token/LLvGepRukOit7tKoOWE1tN8c1/?name=image005.jpg)  Broken Headband

Jodi Lippencott

Repossession & Auction Coordinator

TEBO Financial Services

4740 Belpar St NW Unit A

Canton, OH 44718

Direct: 234-207-2511

![tebo](https://eposaudio.zendesk.com/attachments/token/iCnKV6pnF2ik8RrXIFkKiOR2k/?name=image001.png)

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Dipanshu Sharma, Feb 27, 2021, 13:04 UTC (private)

**_NEXT ACTION_**

**What**: -check if the HS working fine with another BS.
- check if HS detects in EPOS connect
- FW update of HS
- Picture of broken Headband.
**Who**: customer
**When**:03/03/2021

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Dipanshu Sharma, Feb 27, 2021, 13:02 UTC

Dear Jodi,

Thank you for contacting EPOS Global Support. For your convenience we have created a **support ticket number 132121** for your inquiry.

We are sorry to hear that you are experiencing problems with SDW 5016.

In order to narrow down the concern, could you please help us with a couple of things:-
- Kindly check if the headset is working with another base station or not?
- Please check if headset is detected by EPOS connect, and update the latest firmware by following below mentioned steps:-

Please download the EPOS Connect freeware software on a Windows based PC and follow the instructions below:
1.Follow this link:  https://epi.eposaudio.com/contentassets/0539b19ad7304ef7bc60474793ee559a/eposconnect_4.2.2.1053.exe
2.Download and install the EPOS Connect Software.
3.Once you have installed the program on your computer, you will then need to connect the device via USB to the computer. Once the device is connected, please run the program EPOS Connect.
4.Once you open the program, you should be able to see all the peripherals connected. It will display both the device ID and current firmware version on your device.
5.Click on Options and select Check for Updates, EPOS Connect will now retrieve the latest firmware versions available. Ensure that you have an active connection to the internet and that no firewall is blocking the internet connection to our servers.
6.Now simply go to the "Updates" tab, click the 'Update' button and the program will download the latest version and upload it to the device.
7.Please share screenshot of EPOS connect, such that we could figure out from picture.

Also, for the other issue, kindly send us the picture of the broken headband, so that we can figure out the damage.

Looking forward to your response.

We wish you a nice day!

Best regards,
Dipanshu Sharma
EPOS Global Support

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Dipanshu Sharma, Feb 27, 2021, 12:52 UTC (private)

**_CASE SUMMARY_**

**Company Name**: TEBO Financial Services
**Contact person**: Jodi Lippencott
**Email**: [email-masked]
**Product name**: SDW 5016
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: HS does not connect to BS
**Current status**:
- customer bought 37 HS in Oct 2020. Took them out of the box recently.
- One HS does not connect to the BS and does not work at all.
- BS works with another HS.
- One Headband found broken when unboxed.

Next - check if the HS working fine with another BS.
- check if HS detects in EPOS connect
- FW update of HS
- Picture of broken Headband.

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Jodi Lippencott, Feb 26, 2021, 21:53 UTC

Good afternoon,

We purchased 37 SDW 5016 headsets from**PROVANTAGE.COM** 7576 Freedom Ave NW, North Canton, OH 44720 on October 30, 2020. We just recently took them out of the boxes and we have one headset that does not connect to the base and does not work at all. The base will work with another headset so I believe the issue is just the headset itself and not the base. There was also a headband that came in broken. If you can let me know what I need to do to get a replacement that would be helpful.

Thank you,

Jodi Lippencott

Repossession & Auction Coordinator

TEBO Financial Services

4740 Belpar St NW Unit A

Canton, OH 44718

Direct: 234-207-2511

![tebo](https://eposaudio.zendesk.com/attachments/token/MmF1vMVhl4DGFFZhuqtoUSupO/?name=image001.png)

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