Subject: GSP 300, PC, No Sound B Side & Crackling Noise
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Thu, 13 May 2021 12:20:20 +0000

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You are registered as a CC on this support request (142959). Reply to this email to add a comment to the request.

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Aparna Jain, May 13, 2021, 12:20 UTC

Dear Madhu,

Thank you for your email.

I am glad to hear that you have received the replacement. I am going to close the ticket, but please do not hesitate to contact us if you have any questions.

Have a nice day

Regards,
Aparna
EPOS Global Support

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Madhu, May 13, 2021, 11:28 UTC

Hi there,

Thanks for fast shipment.  We received it and my kid says working fine.

Appreciate you help!

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Aparna Jain, May 13, 2021, 7:18 UTC (private)

**_NEXT ACTION_**

**What**: Checking for replacement
**Who**: Madhu
**When**: 15/05/2021​

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Aparna Jain, May 13, 2021, 7:18 UTC

Dear Madhu,

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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Aparna Jain, May 10, 2021, 7:11 UTC (private)

**_NEXT ACTION_**

**What**: Checking for faulty unit
**Who**: Madhu
**When**: 14/05/2021​

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Aparna Jain, May 10, 2021, 7:10 UTC

Dear Madhu,

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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Aparna Jain, May 7, 2021, 7:44 UTC (private)

**_NEXT ACTION_**

**What**: Sent tracking #
**Who**: Madhu
**When**: 11/05/2021​

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Aparna Jain, May 7, 2021, 7:44 UTC

Dear Madhu,

The replacement product has been shipped to you with the UPS tracking number: **1Z8760F30359070971**. It is due to be delivered on **08/05/2021.**

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,
Aparna
EPOS Global Support

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Marika Fujita, May 7, 2021, 4:45 UTC (private)

Replacement product shipped to the customer.

Tracking number: 1Z8760F30359070971

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Marika Fujita, May 7, 2021, 4:45 UTC (private)

Request #147822 "Sales Packing Slip SPS000050179" was closed and merged into this request. Last comment in request #147822:

Packing slip_SPS000050179_193817.PDF

Attachment(s):
Packing slip_SPS000050179_193817.PDF - https://eposaudio-gaming.zendesk.com/attachments/token/d4B2xjOVa83XLNprakrrvZMZz/?name=Packing+slip_SPS000050179_193817.PDF

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Marika Fujita, May 7, 2021, 3:34 UTC (private)

Request #147748 "Order Acknowledgement / Confirma..." was closed and merged into this request. Last comment in request #147748:

Confirmation_160914_20210506_SUS000028917-1.PDF

Attachment(s):
Confirmation_160914_20210506_SUS000028917-1.PDF - https://eposaudio-gaming.zendesk.com/attachments/token/yKTiOe6hQgCLbeOa3pMHclLKG/?name=Confirmation_160914_20210506_SUS000028917-1.PDF

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Marika Fujita, May 7, 2021, 2:34 UTC (private)

Request #147730 "Packing slip – SPS000050091" was closed and merged into this request. Last comment in request #147730:

Packing slip_SPS000050091_151516.PDF

Attachment(s):
Packing slip_SPS000050091_151516.PDF - https://eposaudio-gaming.zendesk.com/attachments/token/Z1vNIuF0SYixze8IL5pHBlUKr/?name=Packing+slip_SPS000050091_151516.PDF

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Madhu, May 5, 2021, 0:01 UTC

Meantime can you send me the replacement/standby so that I can use?  I am not sure how long your process will take.

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Aparna Jain, May 4, 2021, 14:35 UTC (private)

**_NEXT ACTION_**

**What**: Informed about the faulty product
**Who**: Madhu
**When**: 11/05/2021​

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Aparna Jain, May 4, 2021, 14:35 UTC

Dear Madhu,

After the defective product has been inspected, we will contact you regarding the next steps.

Have a nice day

Regards,
Aparna
EPOS Global Support

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Madhu, May 4, 2021, 12:22 UTC

Hi there,

What is the next step? Are you going to send the replacement ?

Thanks

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Aparna Jain, May 4, 2021, 10:14 UTC (private)

**_NEXT ACTION_**

**What**: Faulty received
**Who**: Madhu
**When**: 11/05/2021​

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Aparna Jain, May 4, 2021, 10:13 UTC

Dear Madhu,

Thank you for sending back the defective headset.

Please let us know if further assistance is needed.

Kind Regards,
Aparna
EPOS Global Support

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Aparna Jain, Apr 26, 2021, 8:53 UTC (private)

**_NEXT ACTION_**

**What**: Provide new return label 1Z8760F39093383594
**Who**: Madhu
**When**: 28/04/2021​

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Aparna Jain, Apr 26, 2021, 8:51 UTC

Dear Madhu,

I sincerely apologize for the inconvenience.

I have attached a new Electronic Return Label to this email for you to return the faulty product.

Please be aware that the Electronic Return Label expires within seven days.

Kind Regards,
Aparna
EPOS Global Support

Attachment(s):
142959-2.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/772qiLbsOedyYvR5lQAThCcsj/?name=142959-2.pdf

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Madhu, Apr 24, 2021, 15:06 UTC

Hey guys, noticed that in the label you put ship to as my address.  It supposed to be your address.  Can correct and send the right label?

Thanks!

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Aparna Jain, Apr 22, 2021, 13:12 UTC (private)

**_NEXT ACTION_**

**What**: Sent return label 1Z8760F30391386301
**Who**: Madhu
**When**: 28/04/2021​

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Aparna Jain, Apr 22, 2021, 13:10 UTC

Dear Madhu,

we have attached an Electronic Return Label to this email for you to return the faulty product.

Please be aware that the Electronic Return Label expires within seven days.

Kind Regards,
Aparna
EPOS Global Support

Attachment(s):
142959.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/tlbLoZZxjMrcpoTEi6wt8lz6u/?name=142959.pdf

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Pravesh Singh, Apr 21, 2021, 16:17 UTC (private)

**_NEXT ACTION_**

**What**: CS team to process the replacement
**Who**: CS team
**When**: 27/04/2021​

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Pravesh Singh, Apr 21, 2021, 16:13 UTC

Dear Madhu,

Thank you for the information. We are processing the request and will send you a return label for returning the faulty product.

We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Madhu, Apr 21, 2021, 0:36 UTC

Hi there,

My name and address details are as follows:

Madhu Perneti

14817 Farmcote Dr,

Frisco, TX 75035

You already have the invoice and you can  find the product details.  Let me know if you need anything from me.

Thanks

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Pravesh Singh, Apr 20, 2021, 21:29 UTC (private)

**_NEXT ACTION_**

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

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Pravesh Singh, Apr 20, 2021, 21:29 UTC

Dear Madhu,

Referring to your support ticket number 142959. Could you please provide us with the following information before we can proceed with the replacement process.

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

Product:
Article No.:
Quantity:

Please note that in accordance with the warranty terms the defective product needs to be returned and inspected first, before a replacement can be ordered. We will send you further instructions regarding the returning later.
ī
We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Pritish Nandi, Apr 16, 2021, 6:57 UTC (private)

RMA approved for GSP 300 as SLTR

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Pravesh Singh, Apr 15, 2021, 16:43 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Madhu
**Email**: [email-masked]
**Product name**: GSP 300
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: No Sound B Side & Crackling Noise
**Current status**:
the microphone of the headset doesn't pick up the voice and getting crackling noise as well
directly connected to the PC no adapter is being used

* * *
What is the device model you are using: GSP 300
How many devices you have and how many are affected: 01
If Physical Damage (Ask for Pictures, Shipping and POP and ignore the Next steps): No
Are you using PC or Mac? What is the version of the Operating system: PC
If the issue is recently started: Yes
If the issue is permanent: Yes
If the headset is connected properly all the way: Yes
If the headset is not connected to 3rd party hardware: No
Did you try a different cable (Console or PC): N/A
Did you test with a different USB/3.5 Mm jack ports: Yes
Can you check if the sound card drivers are installed correctly: Yes
Did you Cross test with another device (PC/PS4/Xbox/Mobile): Yes
Are you using a third-party sound software: No
Did you select the headset as default under sound settings: Yes
Did you ever drop the headset, or they received any kind of shock: No
Can you please check the microphone privacy settings (Only with mic issues): Yes
Check the sound settings of the OS: Yes
The customer contacted us over the phone and the headset was purchased from Amazon on October 15, 2020

* * *
**_NEXT ACTION_**

**What**: checking with Level 2 for the RMA for the GSP 300. waiting for the update.
**Who**: Level 2
**When**: 22/04/2021​

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Pravesh Singh, Apr 15, 2021, 16:34 UTC

Dear Madhu,

Thank you so much for your email and for sharing the proof of purchase.

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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Madhu, Apr 14, 2021, 23:08 UTC

Hi EPOS/Pravesh:

Tried multiple times as you suggested but they did not help solving the problem.

Here I am attaching the invoice that we got from Amazon.  Please review and kindly replace the product.

thanks!

Attachment(s):
Amazon.com - Order 113-9763130-3885822.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/q0FLRYYp9dEPJNuT2eH7zxJvI/?name=Amazon.com+-+Order+113-9763130-3885822.pdf

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Pravesh Singh, Apr 14, 2021, 17:36 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Madhu
**Email**: [email-masked]
**Product name**: GSP 300
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: No Sound B Side & Crackling Noise
**Current status**:
the microphone of the headset doesn't pick up the voice and getting crackling noise as well
directly connected to the PC no adapter is being used

**_NEXT ACTION_**

**What**: forwarded troubleshooting steps, waiting for the response.
**Who**: Madhu
**When**: 21/04/2021​

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Pravesh Singh, Apr 14, 2021, 17:34 UTC

Dear Madhu,

Thank you for contacting EPOS Global Support. For your convenience, we have created **support ticket number 142959** for your inquiry.

We are sorry to hear that you are experiencing problems with GSP 300. As we discussed over the phone, we request you to please follow a few troubleshooting steps by clicking on the link mentioned below:

https://eposaudio-gaming.zendesk.com/hc/en-us/articles/360039027093-Troubleshooting-GSP-300-Series

Also, I request you to please check the following setting in the PC to be sure that Windows has access to your microphone or it's not muted.

1. Make sure you have selected this device as default recording device under sound settings.

3. Do you have any other audio software installed? If so, please uninstall as these might interfere with sound.

4.  Check the Windows sound settings:
Check if the headset's microphone is selected as default Microphone (attached screenshot.
Check if the headset microphone registering any sound levels (screenshot attached)
Check if the headset is not been muted by opening the sound settings in windows (screenshot attached)
 ![](https://eposaudio.zendesk.com/attachments/token/LvdZlwTHyLbcYetCFmtO86oyv/?name=inline533877937.png)​ ![](https://eposaudio.zendesk.com/attachments/token/wuFYvbOPFSDcwVjQpa1tgprym/?name=inline335842254.png)​

5. Also, the new Windows 10 update which has been released in connection to the new GDPR disables the mic on some applications. You would need to enable the microphone by:
Going to Settings
In the Search Box type “Microphone Privacy Settings”
"Let Apps use your microphone” - Enable this

Please follow the steps and let us know how it goes.

We wish you a nice day!

Best regards,
Pravesh Singh
EPOS Global Support

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Md. Modassir Hassan, Apr 14, 2021, 17:25 UTC (private)

Connected the call to **Pravesh Singh**​ as the product is GSP 300 HS and customer is facing issue with the speaker: Crackling noise and mic issue

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Md. Modassir Hassan, Apr 14, 2021, 17:21 UTC (private)

ring group :us_enterprise
contact number :  +18605779120
duration : 
status :

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