EPOS Reviews 115

Purchased their flagship H3Pro Hybrid headphones from authorised retailer Scan in the UK. After 11 months, I contacted EPOS for a warranty replacement as the mic had fallen apart. They declared that they do not honour the warranty for new products purchased from authorised resellers on ebay because they consider it a second hand purchase. This is an outrageous caveat that is NOT mentioned on their web site.
After this review, I contacted Epos again, and Epos send me a new set of headphones. After months of trying. Funny that. Nice try, no reward.
To repeat though, the headphones are excellent. The service is not.

Ich wollte Support zur Update Software für das Headset, da es ein Upgrade auf Win11 verhinderte, aber was bekam ich? immer wieder Antworten einer Checkliste a la "haben sie das Headset schon an einem anderen PC probiert" oder " haben Sie das Headset mal in einem anderen PC-Port probiert?". Es wurde nie, auch nach mehrmaligen Hinweisen auf mein Problem eingegangen, sondern immer nur Schema-F Antworten gegeben, trotz Bilder und genauer Beschreibung btw. Naja, am Ende wollte Sie meinen Kaufbeleg, ka was das an der Software ändert. Habe mich schlussendlich für eine neues Headset, aber sicherlich keins mehr von EPOS, entschieden.

Waited over a week already and no response to a simple request of correcting the return address

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So I have sworn to Sennheiser for the last 20 years starting with the PC150.

I've never had a bad experience in the past with my headsets and they've lasted me longer than I was expecting well worth the premium price tag.

However half a year ago I was gifted an upgrade from my G4ME ONE to an H3 PRO Hybrid.

3 months in I started experiencing that my boom microphone would disconnect during meetings, phonecalls and gaming sessions, due to the huge discrepancy between the removable boom mic and the built in microphone it renders the microphone's audio quality well under par for what one should expect from a company with this pedigree and where they price their products.

What worsen the experience even more was the contact with customer support.
I contacted them on 7th of May and sure enough the first respond came quickly and I followed their steps as requested.
Boom Mic still not functional.
After a week absence where I could not do further testing, it went back and forth until 5th of May where I was asked to give them my address.
Happily answered them the same day.

Was promised an answer later that day, but no answers until a week later, where I was told a replacement request was now in progress and that they would send me a shipping label for the defective product.

I asked for information regarding how long this will take as I am dependant on having a working headset for my work.
I was told that they couldn't tell me any number of days before it arrived at the warehouse and even though they "understood" my use case it's "not the warranty policy"

When they finally sent the label on 20th of June.
The return address was written wrong on the label.
Told them within 10 minutes of receiving the mail, and I have yet to receive any form of answer.

It saddens me that after being a customer for 20 years it has become this complicated to receive help with a faulty product.

I brought a PC 38X headset in 2021 and it is an amazing headset that has a good microphone and excellent audio quality, however just over a month ago, the audio stopped working on the left side. A similar issue occurred with my previous EPOS gaming headset, a EPOS Game One, however unlike the PC 38X, the Game One audio stopped working after the warranty had expired so I brought the newer, supposedly better PC 38X.

Since the PC 38X issue occurred during the warranty period, I contacted EPOS who were quick to response (support ticket number 299301), ask for further details and to my surprise, were quick to tell me that they would ship out to me a replacement for my broken headset and I would soon receive automated emails about the estimated shipping date. That was 24 days ago...

Since then I've only received two email telling me the same thing, 19 and 5 days ago respectively. They didn't response to multiple requests for a simple update and I only got the second email telling me, "We are currently taking necessary actions for things to be resolved.", after I created a second, separate support request. At this point, I'm really not sure if they are going to send a replacement out to me as I can't understand why it takes over 3 weeks just to give me basic details such as when the replacement will even be shipped.

Even though the customer support staff are polite and quick to response to new support requests, all I have had after they "resolved" my warranty claim are seemingly empty promises, which is very surprising for a company that is a subsidiary of Sennheiser, a company that I would of held in high regard before this. I'll update the review if there are any further developments.

Edit -- From 2 stars to 3 stars -- 20/06/2023 --

A day after I wrote my review I received an email informing me that the reason I had not had any updates was due to a system error and that it was now sorted and the replacement was on its way.

I received the replacement headset in the post a few days later and I am very pleased with it, even if it did take over a month to arrive. Changed from 2 to 3 stars as once the issue with their systems was fixed, they delivered it reasonably quickly.

So we discuss about VAT invoice, but they couldn't issue it. So they gave me a big discount and free gifts. Their products are good and ANC best thing ever!
Nice job and thank you EPOS!

I love Epos, and have been working with their ADAPT660 headsets through my workplace, which works really great wirelessly across phone and laptop. At home I use the H6PRO for gaming and listening to music. Top quality, and the shopping online on their website worked seamlessly.

If i could rate 0 stars i would on their RMA/Customer Service. I have been trying to get my gaming headset replaced for over 50 days now. Been promised an RMA return label several times and never received.. I've been told numerous times "It will get fixed i promise". I am still waiting... Opened ticket 2/5 now 3/30 still no return label or replacement product.

i recently reported a fault on my GSP670 headset. initially we had some crossed wires, well, more like crossed emails. lol so after a few emails crossed paths without much success, i rang the service team. i had a really relaxed, easy conversation with a team member, and realised the initial fault was mine. i had opened a new ticket with each email sent !! so, on the phone i described the fault, crackling noises, not syncing with the epos software. once i had spoken with the team and opened a single ticket, progress was made at a very quick pace. ending with really good outcome for me. product returned free of charge, a substantial discount offered on any further epos purchase and full unconditional refund of the cost of the 670. so, my thanks to the customer service team, not only for a good ending, but also the respect and understanding given/shown. I will be buying epos again.

Har haft EPOS B20 stående mikrofon i snart 2 år, og til min sande fornøjelse med krystalklar lyd i både jack og mikrofon har den fungeret som en stabil mikrofon.

Reasonable price, and the headset has amazing sound. Nothing else to say, it just works

UPDATE: A support agent reached out to me and addressed the problem by sending a replacement kit. This is a significantly better solution than just binning it. As of now I would like to praise EPOS for doing the right thing and correcting the problem. Thank You.

I hope the root cause gets identified to get a permanent solution.

Upping from 1 to 4 stars (to get the 5 star rating it should not have been necessary to fight for a solution).
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Original text for honesty:
My GTW 270 headset stopped working after a firmware update. It charges and does "all the right things" with the status LEDs, including entering pairing mode or wiping the paired-device list. But it won't do new pairings, so the kit is worthless now.

My Sennheisier bluetooth headset stopped working, just would not accept any recharging. Tried multiple different ways. After trying and failing to get any sort of tech support, I eventually spoke to someone at Epos Audio who took all my details and promised to email my instructions. Didnt receive anything for 3 days. Eventually I googled epos audio and found they had some software called epos connect, which I then had to install, update the firmware on my headset, so that it would then recognise a charger and charge the battery. All in all complete pain.

Schlechtester Kundenservice!
Warte seit einem Monat auf eine Antwort!
Habe mir ein Headset bestellt, dass ist defekt und keiner meldet sich!
Soviel Geld für NICHTS!
Ich bin sehr sauer und es ist eine reine Frechheit!

Hatte einen Headset-Defekt 5 Monate nach Kauf und wollte eine Garantiereparatur. Nach Öffnung des Tickets brauchte der Support immer mehrere Tage um eine Antwort zu schreiben und als dann endlich die Garantie geprüft werden sollte und ich auch die Rechnung eingereicht habe, wurde ich nur hingehalten die Prüfung dauere noch. Nach nun drei Wochen gibts immer noch keine Neuigkeiten, das ist kein guter Kundenservice.

GSP550 échangé en garantie contre un GSP500 + GSX300.
6 mois après le GSP500 présente les mêmes défauts que l'ancien, grésillements dans le son, il faut obligatoirement débrancher et rebrancher, l'oreillette droite commence à se détacher.
De plus, le GSX300 ne fonctionne plus du jour au lendemain, il ne s'allume plus.
Bref, je contacte à nouveau le service après-vente, j'ai reçu une réponse assez rapidement, j'explique mon problème, on me demande de faire deux ou trois tests.
Après plusieurs jours, on me demande de nouveau les problème rencontrés, j'explique de-nouveau...
On me demande en dernier lieu la facture du GSP500 + GSX300, chose que je n'ai pas, car il s'agit d'un échange contre un autre modèle effectué par leur service 6 mois auparavant.
Depuis lors, plus de nouvelles de leur part depuis 10-15 jours, j'ai déjà effectué 3 rappels.

Cela fait plus de 20 jours que je suis sans casque fonctionnel, aucune solution apportée, pour le moment, par EPOS GAMING.

Dossier 269339.

I received a headphones with a faulty microphone but was able to return it for a full refund with no issue. (took a bit of time before I received a first answer to my case but everything went smoothly from then.)

Horribel and slow customer service
I ordered a headset from their webshop and found out 30 min. after the purchase that i had ordered the wrong one, closed-back instead of open-backed, and wanted it cancelled so that i could order the right one. I then called the support number on Epos' website and got in touch with someone about cancelling the order and he opened a support ticket for me, all of this was done within one hour of the purchase. However it took them 2 days to get back to me and when they did the order had been sent. I then reached out to the people handling the package which is Global-e and they took one day to get back to me and by then the package had arrived at my door.
Because of their slow customer support i ended up receiving a cancelled order and had to pay for it and the only way to get my money back is to send the package back to them at my own expense. Which means i had to pay for their slow customer support and their mistake....

This review relates to the purchase and attempt to use a top of the range Sennheiser/EPOS SDW 5066 wireless binaural headset system. Purchased in May 2019 for £253.

TLDR: EPOS software, hardware and firmware is faulty and buggy: do yourself a favour and buy Jabra or Polycom and save yourself a world of pain.

This is the sorry tale of spending 3 and a half years trying to get my expensive headset to work correctly, and failing. It's a long tale, so buckle up for the ride.

It relates to support tickets: 239227,70931,122158, 234090, 234970, 239226, 250399

Problems in summary:

Software
- Bluetooth connection failures.
- Headset connection failures.
- Software bugs (having to kill software processes to quit on Mac version, cannot change settings from drop-down lists, update failures, cannot change sidetone (voice feedback) setting, missing sidetone setting in Mac software, save functionality not working correctly.

Hardware
- Sidetone (voice feedback) insufficient. Hardware replaced under warranty.
- Connection problems. Hardware replaced (again) under warranty.

Some of the above listed problems have been fixed by hardware replacement or firmware/software updates. However, not all problems have been resolved and some updates introduce new issues.

The new 'EPOS Connect' software is particularly bad, and is much worse than the old version, particularly on a Mac. Sometimes I try to quit the software but the menu is missing. Also permanently missing is the 'sidetone' slider. This has never been ported to the Mac platform.

The biggest persistent issue has been very low sidetone, which means that I have to slide the closed-back headphones off one ear to hear my own voice loud enough to stop me having to raise my voice to hear myself whist on calls. This function is fundamental to a closed-back headset.

Since the hardware replacement, the sidetone level has increased to a more acceptable level. However, after a few days the sidetone level is lost. Since the sidetone function does not exist on the Mac version, I have to connect the headset to an old Windows PC that I keep just for this very purpose. I set the sidetone to 100%, connect it back to my Mac and it's working again. 3 days later and it's lost again: rinse and repeat this nightmare procedure.

I have had many interactions with lots of support people at Sennheiser and EPOS. Since EPOS took over the division, support has become much worse.

The last reply that I got from support stated:

"Hello Darren,

Unfortunately, we were unable to replicate the issue in our labs.

Please be advised that at this time I have no solution for this issue, even after confirming with our product experts and management as well.

I do apologize for any inconvenience this may have cause. However, I can assure you the issue is not a hardware nor software issue cause by EPOS Audio."

Well I can tell you, EPOS, that this problem is most definitely your rubbish headset. During lockdown, I bought my two children used Jabra headsets from eBay for £20 each. Those headsets have functioned flawlessly from day one, and have none of the issues listed above. I now use one daily and my EPOS headset gathers dust. I diligently and tirelessly documented all the issues that I had with the EPOS headset, in the hope that one day it would work as advertised: it never has. I included concise details of the issues with videos and pictures where necessary. I wish I hadn't wasted all that time.

I bought a Sennheiser device due to using some of their traditional mics and headphones, which are excellent. They must have sighed with relief when they realised the system was never going to work properly and offloaded it to EPOS, who have proved themselves to be incompetent in getting the system to work. Whoever wrote the software, for the Mac platform particularly, should be shot for creating this abominable software.

Do yourself a favour and avoid EPOS and go elsewhere, life is too short for this kind of nonsense.

Hope that helps!

Dank dieser (nun bearbeiten Rezession) konnte ich einen abgelehnten Garantiefall noch zu meiner Zufriedenheit lösen. Schade das man erst diesen Weg nehmen muss.