a) Since there is Dual Pairing in this product, so please check with CX to ensure if he/she didn't connect the device to other device and forgot to remove it from there

You can power off and on the device and voice prompt alert and LED response can let him/her know if the device is connected to any other device or not

b) Volume level need to check, and ask CX to set the desired volume level from Mobile Phone itself

Adjust the volume from Mobile Phone only

c) If using online APP then suggest cx to check internet connection

Sometime, APP malfunction. Ensure good internet connectivity

d) If using online APP, please check it's compatibility with Mobile Phone and allow permissions from APP Manager in Mobile Phone

App setting can show supported Android or iOS versions

e) Mobile phone can also have issues in this case. CX can check if the device is working well with other mobile phone 

Apply the same connectiity process with different mobile phone as well

f) RESET the device (Neckband)

1- Remove device name from Bluetooth Interface

2- Long press the "+" & "-" key together for 3 seconds

3- Red and White LED will start blinking that shows device has been reset

g) If issues doesn't get resolve even after following all above steps, please raise an online complaint on complaint Portal