Subject: GSP 600, Torn Earpad and Frayed Cord
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Thu, 13 May 2021 11:33:20 +0000

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

You are registered as a CC on this support request (145374). Reply to this email to add a comment to the request.

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Daniele Castiglioni, May 13, 2021, 11:33 UTC

Dear Valerie,

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,
 **Daniele Castiglioni
EPOS Global Support**

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Daniele Castiglioni, May 10, 2021, 13:00 UTC (private)

**_NEXT ACTION_**

**What**: Checking if customer received the replacement.
**Who**: Valerie
**When**: 14/05/2021​

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Daniele Castiglioni, May 10, 2021, 12:59 UTC

Dear Valerie,

According to our records, the replacement product has been delivered to you. Please let us know, if everything is fine with it.

We wish you a nice day!

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

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Daniele Castiglioni, May 3, 2021, 8:39 UTC (private)

**_ NEXT ACTION_**

**What**: Tracking # sent to customer
**Who**: Valerie
**When**: 11/05/2021​

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Daniele Castiglioni, May 3, 2021, 8:36 UTC

Dear Valerie,

The replacement product has been shipped to you with the UPS tracking number: **1Z8760F30359053614**. It is due to be delivered on 05/07/2021.

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, May 3, 2021, 8:35 UTC (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30359053614

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Daniele Castiglioni, May 3, 2021, 8:35 UTC (private)

Request #146516 "Sales Packing Slip SPS000049929" was closed and merged into this request. Last comment in request #146516:

Packing slip_SPS000049929_191255.PDF

Attachment(s):
Packing slip_SPS000049929_191255.PDF - https://eposaudio-gaming.zendesk.com/attachments/token/E8DSagD3MG0mA0jKldtPmgPlD/?name=Packing+slip_SPS000049929_191255.PDF

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Daniele Castiglioni, Apr 30, 2021, 9:15 UTC (private)

Est. ship date 4/29/2021

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Daniele Castiglioni, Apr 30, 2021, 9:14 UTC (private)

Request #146332 "Order Acknowledgement / Confirma..." was closed and merged into this request. Last comment in request #146332:

Confirmation_010335_20210430_SUS000029152-2.PDF

Attachment(s):
Confirmation_010335_20210430_SUS000029152-2.PDF - https://eposaudio-gaming.zendesk.com/attachments/token/JKmuEU8BafKpEOU4LAJOZLAzO/?name=Confirmation_010335_20210430_SUS000029152-2.PDF

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Daniele Castiglioni, Apr 30, 2021, 8:58 UTC (private)

Request #146316 "Order Acknowledgement / Confirma..." was closed and merged into this request. Last comment in request #146316:

Confirmation_221648_20210429_SUS000029152-1.PDF

Attachment(s):
Confirmation_221648_20210429_SUS000029152-1.PDF - https://eposaudio-gaming.zendesk.com/attachments/token/Qh1w5BmOfUL3PHoeRBoEBbFUi/?name=Confirmation_221648_20210429_SUS000029152-1.PDF

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Pravesh Singh, Apr 29, 2021, 17:15 UTC (private)

**_NEXT ACTION_**

**What**: CS team to process the replacement.
**Who**: CS team
**When**: 05/05/2021​

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Pravesh Singh, Apr 29, 2021, 17:12 UTC

Dear Valerie,

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 wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Valerie Smith, Apr 29, 2021, 15:31 UTC

** **

**Name**: Valerie Smith

**Phone**: 484-753-5557
**E-mail**: [email-masked]
**Address line 1**: 2258 Kennedy Drive
**City**: Frisco
**State/Province**: Texas
**Zip Code**: 75034
**Country**: USA

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Pravesh Singh, Apr 29, 2021, 15:26 UTC (private)

**_NEXT ACTION_**

**What**: RMA approved, requested to confirm the shipping address. waiting for the response.
**Who**: Valerie
**When**:

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Pravesh Singh, Apr 29, 2021, 15:26 UTC

Dear Valerie,

Referring to your support ticket number 145374. We will now proceed to replace the cable and earpad. Could you please provide us with the following information.

**Company**: If applicable
**Name**:
**Phone**:
**E-mail**:
**Address line 1**:
**Address line 2**:
**City**:
**State/Province**:
**Zip Code**:
**Country**:

We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Valerie Smith, Apr 28, 2021, 23:24 UTC

I am not sure what reply you need. We provided the invoice, pictures and the last email we received indicated that you need to check the warranty and will respond.

Attachment(s):
damage1.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/Cro5mfzlq2f7akPNX3lJMIOQb/?name=damage1.jpgdamage2.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/9TRXgwSekhEBXypsxDGSyxHgp/?name=damage2.jpgdamage3.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/Bf0xhMkKi2LeTkOFLsxb9youl/?name=damage3.jpgdamage4.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/gtRZETvDwdvYlRjS6scxYq1Wa/?name=damage4.jpgdamage5.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/P4ASUSanrROluw5XUPrgr9TUV/?name=damage5.jpgScreen Shot 2021-04-26 at 1.47.05 PM.png - https://eposaudio-gaming.zendesk.com/attachments/token/rF41zW2doHMUDOHBQhQO2GhEK/?name=Screen+Shot+2021-04-26+at+1.47.05+PM.pngScreen Shot 2021-04-26 at 1.30.59 PM.png - https://eposaudio-gaming.zendesk.com/attachments/token/2TX1LwnfeFYnQbpp5AOmx1IAU/?name=Screen+Shot+2021-04-26+at+1.30.59+PM.png

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Pritish Nandi, Apr 27, 2021, 6:00 UTC (private)

RMA approved for GSA 601 and PC cable as SNOW

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Pravesh Singh, Apr 26, 2021, 22:10 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Valerie Smith
**Email**: [email-masked]
**Product name**: GSP 600
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Torn Earpad and Frayed Cord
**Current status**:
the earpad (GSA 601) and cord (PC cable) has been damaged, pictures attached
the headset was purchased from Amazon on Dec 20, 2019
the cusotomer has contacted us over the phone

* * *
**_NEXT ACTION_**

**What**: checking with Level 2 for the RMA for the GSA 601 and UNP PC Cable. waiting for the update.
**Who**: Level 2
**When**:

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Pravesh Singh, Apr 26, 2021, 22:08 UTC

Dear Valerie,

Thank you so much for your response. Currently, we are checking the warranty status and procedure for the headset and we will get back to you as soon as we have any update. We really appreciate your patience and we will contact you shortly.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Valerie Smith, Apr 26, 2021, 20:34 UTC

It’s the PC cable.

Sent from my iPhone

> On Apr 26, 2021, at 3:07 PM, EPOS Global Support <[email-masked]> wrote:

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Pravesh Singh, Apr 26, 2021, 20:07 UTC (private)

**_NEXT ACTION_**

**What**: confirming the cable model, waiting for the response.
**Who**: Valerie
**When**:

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Pravesh Singh, Apr 26, 2021, 20:07 UTC

Dear Valerie,

Thank you so much for your email and for sharing the requested details. We would like to inform you that there are two cables which is compatible with the GSP 600 headset. Could you please confirm which cable is faulty here?

**UNP PC Cable**

**UNP Console Cable**

Please confirm the model of the cable. We look forward to hearing from you soon.

We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Valerie Smith, Apr 26, 2021, 18:37 UTC

Here is a copy of my receipt from Amazon.Com and five photos of the damages.

Attachment(s):
Screen Shot 2021-04-26 at 1.30.59 PM.png - https://eposaudio-gaming.zendesk.com/attachments/token/Ix6nkTPLhx2mazCWyKJPVCQqc/?name=Screen+Shot+2021-04-26+at+1.30.59+PM.pngdamage1.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/0aZDdkCOQxyUZSnzwPV7ezcZT/?name=damage1.jpgdamage2.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/R4kCLiSa9gaH5eMKQD1MwgGAo/?name=damage2.jpgdamage3.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/k5hsn4221MCqSynC6DFOWTTb7/?name=damage3.jpgdamage4.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/qF4qVZ4jLrRGuQkteNaRiUwzP/?name=damage4.jpgdamage5.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/4atZ85e6CFOlzBkVIGA0ytJnp/?name=damage5.jpg

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Pravesh Singh, Apr 26, 2021, 18:29 UTC (private)

Disposition: 
Recording URL: 
Call duration: 605
Description:

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Pravesh Singh, Apr 26, 2021, 18:29 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Valerie Smith
**Email**: [email-masked]
**Product name**: GSP 600
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Issue**: Physical Damage
**Current status**:
damage with the headband and cord

* * *
**_NEXT ACTION_**

**What**: requested for the picture of the headset and invoice, waiting for the response.
**Who**: Valerie
**When**:

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Pravesh Singh, Apr 26, 2021, 18:28 UTC

Dear Valerie,

Thank you for contacting EPOS Global Support. For your convenience, we have created **support ticket number 145374** for your inquiry.

We are sorry to hear that you are experiencing problems with GSP 600. We request you to please share the proof of purchase in PDF format along with the pictures of the headset 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,

Pravesh Singh
EPOS Global Support

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Md. Modassir Hassan, Apr 26, 2021, 18:23 UTC (private)

As the HS is GSP 600, so transferred the call to **Pravesh Singh**​

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Md. Modassir Hassan, Apr 26, 2021, 18:18 UTC (private)

ring group :agents,us_gaming,english_gaming
contact number :  +18605779120
duration : 
status :

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