a)  After all the probing questions, please ask customer to use ideal size of ear tips.

b) Make sure the volume is adjusted from all possible options. Like- Music streaming APP/Video APP/Mobile Phone and TWS.

c) Use the device with different mobile phones and check if a particular song or video has the issue.

d) Ask to clean the ear tips in case there is cerumen inside the ear tips.

e) In case there is low sound Suring call, then there might be network issue or other side user's mobile phone or BT device might have the issue.

f) Try to reproduce the issue with different Mobile phones and different APPs, once issue is validated then only do the RPU as a last option. We do not recommend to do regular RPU in this case but this is a exception.