"1. Educate the customer that this product shows two separate Bluetooth devices:

- ""Noise Buds VS402 Gen2"" - the earbuds (for music, calls and all audio)

- ""Noise Buds VS402 Gen2 - Box"" - the charging case (for the case button and scroll controls)

2. For audio, take the earbuds out of the case and connect ""Noise Buds VS402 Gen2"" from the Bluetooth list

3. The charging case needs to be connected only if the customer wants to use the case controls (Media mode, Binge Scroll mode, Calling controls)

4. Both can be connected to the same Mobile phone at the same time

5. Do not confuse this with Mono mode - if two similar earbud names WITHOUT ""- Box"" are showing, follow the ""Product in Mono Mode"" steps in the Common Issues sheet"