Subject: Game Zero, PC, No Sound B Side
From: EPOS Global Support <[email-masked]>
Cc: Pravesh Singh <[email-masked]>
Date: Tue, 18 May 2021 10:56:40 +0000

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

You are registered as a CC on this support request (148132). Reply to this email to add a comment to the request.

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Antonio Iunco, May 18, 2021, 10:56 UTC (private)

Hi **Pravesh Singh**​, reassigning to you.

User apologized for not replying to the calls and confirmed details:

Company: Private
Name:Thanasis Patsouros
Phone: 6940974987
E-mail:[email-masked]
Address line 1: Chimarra 23 Ag. Dimitrios
City: Athens
State/Province: Attica
Zip Code: 173 42
Country: Greece

Serial number: 0469002589

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Antonio Iunco, May 18, 2021, 10:54 UTC

Dear Thanasis,

Many thanks for our kind call.

Your request is currently being processed and we will be coming back to you shortly.
In the meantime, should you have any questions feel free to reply to this email.

We wish you a nice day!

Best regards,
Antonio Iunco
EPOS Global Support

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Antonio Iunco, May 18, 2021, 10:53 UTC (private)

Total Duration 300
Disposition : Successful Call
Description:  

User confirmed address and serial nr  
URL:

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Thanasis Patsouros, May 18, 2021, 10:42 UTC

Hello call me again now please..i was in another phonecall

 thank you

On Tue, May 18, 2021 at 1:11 PM thanos patsouros <[email-masked]> wrote:

> Hello EPOS TEAM
>
>
>
>  Can you please tell me again what is the requested information you wanted me to provide you with??
>
>         or please call me in my phonenumber.
>
>
>
>    Thank you
>
>
>
> On Mon, May 17, 2021 at 6:47 PM thanos patsouros <[email-masked]> wrote:
>
> > On Sun, May 16, 2021 at 12:23 PM thanos patsouros <[email-masked]> wrote:
> >
> > > On Sun, May 16, 2021 at 12:22 PM thanos patsouros <[email-masked]> wrote:
> > >
> > > > tuesday 18th may 2021 13:00 pm greek time
> > > >
> > > >
> > > >    thank you for you help and i wish you all the best

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Antonio Iunco, May 18, 2021, 10:40 UTC (private)

Total Duration 6
Disposition : Attempting Contact
Description:  

no sound when user replied  
URL:

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Antonio Iunco, May 18, 2021, 10:40 UTC (private)

Total Duration 9
Disposition : Attempting Contact
Description:  

no sound when user replied  
URL:

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Thanasis Patsouros, May 18, 2021, 10:12 UTC

Hello EPOS TEAM

 Can you please tell me again what is the requested information you wanted me to provide you with??

        or please call me in my phonenumber.

   Thank you

On Mon, May 17, 2021 at 6:47 PM thanos patsouros <[email-masked]> wrote:

> On Sun, May 16, 2021 at 12:23 PM thanos patsouros <[email-masked]> wrote:
>
> > On Sun, May 16, 2021 at 12:22 PM thanos patsouros <[email-masked]> wrote:
> >
> > > tuesday 18th may 2021 13:00 pm greek time
> > >
> > >
> > >    thank you for you help and i wish you all the best

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Pravesh Singh, May 17, 2021, 17:01 UTC (private)

Hello Antonio, as requested earlier, can you please call the customer once and assign it back to me.

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Thanasis Patsouros, May 17, 2021, 15:48 UTC

On Sun, May 16, 2021 at 12:23 PM thanos patsouros <[email-masked]> wrote:

> On Sun, May 16, 2021 at 12:22 PM thanos patsouros <[email-masked]> wrote:
>
> > tuesday 18th may 2021 13:00 pm greek time
> >
> >
> >    thank you for you help and i wish you all the best

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Thanasis Patsouros, May 16, 2021, 9:24 UTC

On Sun, May 16, 2021 at 12:22 PM thanos patsouros <[email-masked]> wrote:

> Hello EPOS TEAM
>
>
>
>   I have send you my preferred time in the day to contact me in my phone,after 13:00 pm greece time i am available any day of the week
>
>
>
>    thank you for you help and i wish you all the best

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Thanasis Patsouros, May 16, 2021, 9:22 UTC

Hello EPOS TEAM

  I have send you my preferred time in the day to contact me in my phone,after 13:00 pm greece time i am available

   thank you for you help and i wish you all the best

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Pravesh Singh, May 12, 2021, 21:47 UTC (private)

**_NEXT ACTION_**

**What**: call the customer to complete the verification.
**Who**: Level 1
**When**:

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Pravesh Singh, May 12, 2021, 21:45 UTC

Hello Thanasis,

Thank you so much for your email. We will reach out to you at your preferred time and we will proceed further.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Thanasis Patsouros, May 12, 2021, 20:55 UTC

Hello EPOS GAMING

         You can contact with me after 13:00 PM Greece time.I will be available

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Pravesh Singh, May 12, 2021, 14:45 UTC (private)

**_NEXT ACTION_**

**What**: attempted to call, the customer was busy, requested to call us back.
**Who**: Thanasis
**When**:

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Pravesh Singh, May 12, 2021, 14:44 UTC

Hello Thanasis,

Thank you so much for your email and for confirming the required details. I apologize for the for interruption today. Please let me know what is best time for us to call and proceed further with your request.

As per the warranty policy, you need to return the headset first then we will be able to ship the replacement. Thank you and we look forward to hearing from you.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Thanasis Patsouros, May 12, 2021, 12:14 UTC

Company:End user(private user)
Name:Thanasis Patsouros
Phone: 6940974987
E-mail:[email-masked]
Address line 1:**Chimarra 23****Ag. Dimitrios**
Address line 2:
City:Athens
State/Province: Attica
Zip Code: 173 42

Country: Greece

Product: sennheiser game series game zero
Serial number: 0469002589
Article No.: 506079
Quantity: one (1)

Greetings Team EPOS i know i need to send you the dysfunctional product back and i am waiting for your next instructions

Have a good day

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Pravesh Singh, May 10, 2021, 22:45 UTC (private)

**_NEXT ACTION_**

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

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Pravesh Singh, May 10, 2021, 22:44 UTC

Hello Thanasis,

Thank you so much for sharing the invoice of the headset.  Could you please provide us with the following information before we can proceed with the replacement process.

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

Product:
Serial number:
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.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Thanasis Patsouros, May 10, 2021, 21:34 UTC

On Mon, May 10, 2021 at 11:43 PM EPOS Global Support <[email-masked]> wrote:

> ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)
>
> ##- Please type your reply above this line -##
>
> Your request (148132) has been updated. To add additional comments, reply to this email.
>
> **Pravesh Singh** (EPOS Gaming)
>
> May 10, 2021, 20:43 UTC
>
> Hello Thanasis,
>
> Thank you so much for your email.
>
> We are sorry to hear that the troubleshooting steps did not resolve the issue. 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,
>
> Pravesh Singh
> EPOS Global Support
>
> Click here to view the full ticket: eposaudio-gaming.zendesk.com/hc/requests/148132
>
> This email is a service from EPOS Gaming.
>
> [OKK03X-G2R4]

Attachment(s):
20210507_184857.pdf - https://eposaudio-gaming.zendesk.com/attachments/token/SS8QqL6Q2vxEXcHCA1zixO4LK/?name=20210507_184857.pdf

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Pravesh Singh, May 10, 2021, 20:43 UTC (private)

**_NEXT ACTION_**

**What**: requested to share the invoice of the headset, waiting for the response.
**Who**: Thanasis
**When**:

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Pravesh Singh, May 10, 2021, 20:43 UTC

Hello Thanasis,

Thank you so much for your email.

We are sorry to hear that the troubleshooting steps did not resolve the issue. 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,

Pravesh Singh
EPOS Global Support

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Thanasis Patsouros, May 10, 2021, 20:23 UTC

On Mon, May 10, 2021 at 10:29 PM EPOS Global Support <[email-masked]> wrote:

Hello again i have check all the possibles reasons the microphone of the headset is not working and i need a replacement

> ![EPOS Audio](https://i.imgur.com/pIPXpFH.png)
>
> ##- Please type your reply above this line -##
>
> Your request (148132) has been updated. To add additional comments, reply to this email.
>
> **Pravesh Singh** (EPOS Gaming)
>
> May 10, 2021, 19:29 UTC
>
> Dear Thanasis,
>
> Thank you so much for your email. In order to troubleshoot the issue further, we request you to please follow a few more steps by clicking on the link mentioned below:
>
> https://eposaudio-gaming.zendesk.com/hc/en-us/articles/360038906534-Troubleshooting-Game-Zero
>
> Thank you and we look forward to hearing from you soon.
>
> We wish you a nice day!
> Best regards,
>
> Pravesh Singh
> EPOS Global Support
>
> Click here to view the full ticket: eposaudio-gaming.zendesk.com/hc/requests/148132
>
> This email is a service from EPOS Gaming.
>
> [OKK03X-G2R4]

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Pravesh Singh, May 10, 2021, 19:30 UTC (private)

**_NEXT ACTION_**

**What**: requested to check the cable connection, waiting for the response.
**Who**: Thanasis
**When**:

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Pravesh Singh, May 10, 2021, 19:29 UTC

Dear Thanasis,

Thank you so much for your email. In order to troubleshoot the issue further, we request you to please follow a few more steps by clicking on the link mentioned below:

https://eposaudio-gaming.zendesk.com/hc/en-us/articles/360038906534-Troubleshooting-Game-Zero

Thank you and 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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Thanasis Patsouros, May 10, 2021, 9:41 UTC

On Sun, May 9, 2021 at 11:48 PM thanos patsouros <[email-masked]> wrote:

> Hello EPOS Global Support team
>
>
>
>  I have double check those steps and the settings are right,the problem comes from microphone not working at all
>
>
>
> Thank you for your fast reply in my ticket post and i am waiting for your next instructions

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Thanasis Patsouros, May 9, 2021, 20:49 UTC

Hello EPOS Global Support team

 I have double check those steps and the settings are right,the problem comes from microphone not working at all

Thank you for your fast reply in my ticket post and i am waiting for your next instructions

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Pravesh Singh, May 8, 2021, 15:20 UTC (private)

**_CASE SUMMARY_**

**Contact person**: Ath Patsouros
**Email**: [email-masked]
**Product name**: Game Zero
**Number of Products**: 1
**Sales Opportunity Size in Headsets**: 0
**Environment**: PC
**Issue**: No Sound B Side
**Current status**:
the microphone of the headset is not responding

* * *
**_NEXT ACTION_**

**What**: forwarded troubleshooting steps, waiting for the response.
**Who**: Thanasis
**When**:

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Pravesh Singh, May 8, 2021, 15:18 UTC

Dear Thanasis,

Thank you for contacting EPOS Global Support. For your convenience, we have created **support ticket number 148132** for your inquiry.

We are sorry to hear that you are experiencing problems with Game Zero. In order to troubleshoot the issue, we request you to please follow a few steps mentioned below and check the settings.

**1. 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)​

4. 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 let us know how it goes. We look forward to hearing from you.

We wish you a nice day!
Best regards,

Pravesh Singh
EPOS Global Support

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Thanasis Patsouros, May 7, 2021, 15:57 UTC

Microphone is not responding/not working

Attachment(s):
20210507_184857.jpg - https://eposaudio-gaming.zendesk.com/attachments/token/0Fpm4dGnSfOXmmUmMSHLmmKJB/?name=20210507_184857.jpg

--------------------------------
This email is a service from EPOS Gaming.

[OKK03X-G2R4]