a) Ensure Mobile phone and BT device should be within Bluetooth Range

b) If music stream is online, make sure internet connection is stable ( Ensure good internet connectivity)

c) Please  listen the same song either with other Neckband or through different Mobile Phone (

If possible, request to customer to use other BT device if he/she have. If don't have then they can use other Mobile phone with same BT device)

d) Select best streaming quality for better sound experience ( Open Music APP setting and set the streaming quality to maximum)

e) Ensure if distortion is subjective or actually some hiss or distorted sound is there (understand and double check if problem is genuine or just subjective case)