AMPS Air 2.0 TS Guide

Authored by: Support.com Tech Pro Team

1. AMPS2.0: Lights

Let's start by familiarizing ourselves with what the LEDs are telling us: 

2. AMPS2.0: Common TS Steps

3. AMPS2.0: Common TS Steps 2

4. AMPS2.0: Only One Can Play

The most common reasons for this to happen are as follows:

• One of the earbuds did not automatically wake up when removed from the carrying case.
• One of the earbuds is out of battery power.

Start by making sure both earbuds are fully charged by placing them into the carrying case. If necessary, plug the portable carrying case into a power source. If one or both of the earbuds need to be charged, a red LED will light up on the SOL logo. The LED will go out when the earbuds are charged.

Next, remove the earbuds from the case. Each earbud's LED should flash white 3 times to indicate that they are waking up. The earbuds are paired together when each earbud's LED is solid white.  

5. Escalation Reminder

Friendly Reminder: Unless you're absolutely sure the device needs to be replaced, you can always escalate issues directly to the manufacturer!

6. Contact Manufacturer (External Content)

Looking for support?

SOL REPUBLIC

3000 Pontiac Trail

Attn: Dept. 168

Commerce Township, MI 48390

Phone: 1.877.400.0310

Email: CLICK HERE

Hours: 8:30am to 7:00 ET

Monday - Friday

7. Within 30 days?

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Was the product purchased within the last 30 days?

8. Defective device Return to Store

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If the guest is stating that the device is not functioning after troubleshooting steps have been completed, please advise them to take it back to the store with their receipt.

Don't forget to mark steps complete as you go through GPs.

9. Within Manufacturer Warranty?

Most products come with a manufacturer's warranty period. Please visit the MFG's website to determine whether the product is still covered.

10. Prot Plan Coverage?

11. Protection Plan

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

Does the guest have a Protection Plan?

12. Recommend Replacement

Pro tip: If you feel it would be beneficial to see what the customer sees, feel free to use SeeSupport. Check out the guide here: How to Use SeeSupport.

If it is obvious that the item has suffered catastrophic failure, and it is outside of any applicable return period/warranty coverage period (or the Guest does not have a Protection Plan), then offer to assist them in finding an applicable replacement. Make sure to empathize with your Guest.

Don't forget to mark steps complete as you go through GPs.

13. AMPS2.0: Better Sound Quality

This issue is usually caused by using the wrong size ear tip with your AMPS Air 2.0 earbuds. The earbuds should have come with 4 different sizes of ear tips. Start with the largest size first, then work down through the smaller sizes until you find the ear tip that makes the best seal in your ear canal.

You'll know you're on the right track when you can no longer hear whatever outside noises you're trying to escape from and the earbuds feel secure in your ear.

14. Jump to General Troubleshooting

Please be sure to submit Guided Path feedback so your issue can be added to future versions of this guide. Follow the link below to the general troubleshooting Guided Path:

Launch General Troubleshooting

Clicking this shortcut will mark this step as "Completed," and if you complete the next Guided Path, this Guided Path will be completed automatically