Earbuds EP-T10 not connecting nor pairing

[FBM]

I have bought Aukey EP-T10 in October 2019.
They have worked only once and since then they have never paired anymore.
I’ve sent mails to Amazon (December 2019) and also to support@aukey.com (January 2020) but have never received any help or answer.
Could you please tell me what to do to make it work or propose a replacement of the product? I really think the earbuds are dysfunctionning and that the multi-function touch button from the right earbud is corrupted with maybe a contact failure.
When I bring the two earbuds out from the powerbox, they do not connect with each other nor do they go into “pairing mode”. I also tap twice on the right earbud as suggested in the user manual but nothing comes out of this.
The same goes if I try to only use the right earbud from the powerbox.

Hope you’ll have an idea to make it work.
Best regards,
FBM

[Simon_AUKEY]

Hi FBM,

I am really sorry to hear about the malfunctioning of our earbuds. Please contact our CS specialist @Kelly_AUKEY for technical support or a replacement.

Best regards,
Simon

[FBM]

Many thanks @Simon_AUKEY : how can I contact @Kelly_AUKEY?

Best regards,
Fabrice

[CK-Techie]

@FBM Welcome to Aukey Community

Aukey Support Personnel @Kelly_AUKEY is already on this communication, you can reach Kelly via Private Message, please drop a note with all the details,

hope this helps!

[FBM]

I just need to get used to the platform (in short: find how to PM) but your message is clearly very helpful.

[JSH1973]

if you just click the name it will give you the message option

Kelly_AUKEY

[FBM]

I’ve already done this, but I can’t find any “message options” when I open @Kelly_AUKEY 's profile.
I also tried to message from my AUKEY-inbox and it’s the same: does not work. Maybe I need to wait a bit before those options get activated.

[JSH1973]

Sorry, I don’t know why you don’t see the message option.
I’m fairly sure Dane already copied Kelly in on the issue anyway so you should be ok

[FBM]

You might be right, she might be cc-ed and informed of my problem.
Here is what I see while clicking on her name:

[CK-Techie]

@FBM follow the steps with the red highlight

[Dane_AUKEY]

Nice share for this. Thanks @CK-Techie

@FBM As they’ve mentioned, you have indeed been added to the queue for our CS team to reach out. Please bare with us - we’re aware and are dealing with it

[FBM]

Thx for helping!
Eager to have your pieces of advice