Tackle your day one song at a time with the JBL Tune 230NC TWS. True wireless earbuds give you 40 hours of exceptional JBL Pure Bass Sound, while the ergonomic and water-resistant design gives you all-day comfort in any weather. Connect calls simply and seamlessly with 4 mics that cancel out ambient noises offering perfect calls anywhere. And with Active Noise Cancelling and Smart Ambient technology, you choose whether you want to tune out the world or engage with your surroundings. The light stick-closed design ensures comfort all-day long. Best of all, the JBL Headphones App lets you personalize your entire listening experience. Stay connected to your world, your way. Here are a couple of troubleshooting tips to use with customers: 1. Charge the headphones fully before use using the cable which came with the headphones. *Please Note* Make sure the customer has the headphones properly sitting in the case for them to charge. There are lights to indicate that the headphones are charging as specified in the attached QSG. This could be the reason that one side was not playing due to not being properly charged. 2. There are other options for the headphones other than noise canceling, there is also talk-through and ambient aware if the customer wants to still have sound come from their surroundings. 3. While these headphones are designed to fit snugly and comfortably in customers' ears, customers' ears do vary in size which can affect this. Included in the box are three different silicon ear-tips customers can change out to find that perfect/customized fit. Please make sure that they are not overlooking these when opening the box. 4. These are true wireless headphones that use Bluetooth connectivity. Bluetooth connectivity can be variable based on the device being used, environmental conditions, etc. This includes computer connectivity, please refer to the attached troubleshooting guide to ensure that the device the customer wants to use is viable for these headphones. 5. Bluetooth should deliver up to 30 feet of wireless range but can be variable depending on the environment and things like walls, other electronic devices, etc. 6. Please make sure the customer has updated their device to the latest software version including the most updated version of Bluetooth, as well as the JBL headphones app to calibrate the best sound quality for the headphones as well as connectivity. 7. If customers have any further questions/issues, or if there is a product that is more in line with their needs, please refer them to JBL.com where they can call (800) 336-4525 or Chat from 9-11 am EST. 8. We have also attached a Bluetooth Troubleshooting Guide for your reference.