C171 Product Support

Step 1. Make sure you connect to the correct USB port.

Some PCs/Laptops have a USB Type C port. If you can find one, then you can simply directly plug in the wired headphones into that port.

However, some PCs/Laptops do not have a USB Type C port. In these cases, we recommend either using a USB Type C to USB Type A converter or purchasing a different pair of headphones that use a 3.5mm wire.

Type C to Type A

https://www.amazon.com/Female-Adapter-Charger-Airpods-Samsung/dp/B079LYHNSR

Step 2. Make sure your PC’s audio settings are correct

Skip this step if you’re using your Type C headphones with your phone.

Normally, the computer will recognize the headphones automatically as soon as they’re connected. If not, you need to select Avantree Headphones as the default input and output device (please see the picture below for reference).

Windows

1. Right-click the sound icon in the taskbar.
2. Select Open sound settings.
3. Choose Sound control panel on the left.
4. Select the headphones connected.

*Note: The above picture is just an example. The name of your product may vary in the sound settings.

If you use Skype, Zoom, etc. please make sure that the built-in settings for these applications are also changed accordingly.

Note: You can only use the volume controls on the earbuds when using with a mobile phone or tablet. The controls will not work when plugged into a PC, Laptop, TV or other devices.

If they still aren’t working properly, please email us at support@avantree.com for further information.

Here’s how the inline control functions work:

Use the “+” and “-“ buttons to turn the volume up or down. The button in the middle is the multifunction button. Click it once to play or pause your music or video. When receiving a call, click it once to answer the call. Press and hold it for one second to reject it. Double click the button to skip to the next track. Triple click it to skip to go back to the last track. Press and hold the button for 1 second to activate your mic or voice assistant. When in a call, click the button or press and hold the button for 1 second to hang up.

You can only directly plug the C171 headphones into your device if it has a USB Type C port. If your device does not have this port, you must use an adapter to plug in the headphones or use a different pair of headphones. For example, many older smartphones do not have the USB Type C port.

You can directly plug in the earbuds if you have this port:

Note: Some in-line control features may not work on mobile phones with a Type C or Lightning port.

If you can only hear sound from one earbud or if the volume controls are malfunctioning, try these steps for troubleshooting:

1. Check if the earbuds are completely plugged into your device. You may also want to try unplugging the earbuds from the device and plug them back in again.
2. Try using the earbuds with other devices to see if this problem persists. If the earbuds work with other devices, then the Type C port of the initial device may be damaged.

For further support, please email us at support@avantree.com

Note: You can only use the volume controls on the earbuds when using with a mobile phone or tablet. The controls will not work when plugged into a PC, Laptop, TV, or other devices.

Even so, some in-line control features may not work on mobile phones with a Type C or Lightning port.

You can try unplugging the earphones from the device and plugging them back in. If this doesn’t work, you must use your device itself to adjust volume or pick up calls.

If you find that the earbuds are not secure and comfortable enough, but none of the ear tips fit you, you may go to the below link to purchase a pair of extra small ear tips. 

https://avantree.com/extra-small-xs-size-ear-tips 

Avantree offers the following customer support to help you make the best of our products?

Online DIY Support

1. Visit Product Page - you can find product comparison info, accessories link, Support page link.
2. Product Support page - Guide, Troubleshooting, Q&A Session for each product. (FromAvantree.com > Use Top Right Magnify Class to Search your Product Name > Click Product > Click Support button on the right product > check relevant info on page)
3. Product Video Guide - Step by step (from youtube.com > search product name

Agent Support

1. Submit a Ticket OR File a Claim (1 working day reply)
2. Send an email to support@avantree.com (1 working day reply)
3. Book a call or Screensharing Online Clinic with us and let an agent help you in real-time.
4. Live Chat with Agent (Pacific Standard Time, Mon-Thur 9 am-11 pm, Fri, 9 am-5 pm)
5. Telephone Support (Local Number here)
6. Join our Daily Live Online Zoom Clinic to speed up the troubleshooting process (Time: 11 am - 12 pm PST/ 2-3 pm EST /7-8 pm GMT; 10-15 min for each clinic)

Avantree offers the following native language support?

English
Spanish
Italian
German
French
Chinese

See more details in Warranty Policy and RMA Policy

Avantree Products RMA (Return Merchandise Authorization) Procedure

1.     60-Days-Return-Refund

Item purchased from Avantree.com can be returned to the closest Avantree RMA center for full refund within 30 days of purchase with no question asked.

Customer will be responsible for return shipment cost unless item is returned due to defective issues.

Avantree RMA centers are located at:

-        USA - San Jose & Los Angeles

-        Canada – Vancouver

-        EU - London, UK

-        Australia – Roxburgh Park

-        Asia – Cebu, Philippines

-        Asia – Hong Kong, China

-        Asia – Shenzhen, China

2.     Defective RMA

Within the Warranty Period (24 Months), if the customer encounters any issue, we recommend following the steps below:

Step 1:  DIY Support – Visit support.avantree.com, we have a complete troubleshooting guide that should solve at least 90% of the issues.

Step 2: Agent Support – Contact Avantree Customer Service Agents by email (support@avantree.com), phone, or chat for troubleshooting & issue diagnosis.

Step 3: Replacement

3.1. Confirmed Defective Unit

-        Avantree provides RMA (CD) number to customer

-        Customer returns the product to Avantree

o   Purchased within 6 months – Avantree will cover the return label cost.

o   Purchased over 6 months ago – Customer will cover the return label cost.

-        Avantree arranges the Replacement

o   Will be arranged as soon as the return shipment has been shipped.

o   Customer can expect to receive the replacement unit within 5-7 working days.

3.2. Back-for-Investigation Unit

-        Avantree provides RMA (BI) number to customer

-        Customer returns the product to Avantree. Customer will cover the return label cost.

-        Avantree arranges the follow up

o   Confirmed Defective Units – Please Refer to Section 3.1.

o   No claimed issue found – Avantree will arrange the Original Unit or the Replacement Unit to be shipped back to the customer. Avantree will cover the cost of shipping if the shipment is domestic.

Note:

1. The RMA return unit will be equivalent to or better than the condition of the defective unit
2. The RMA return unit's warranty terms will only be activated once the defective unit is received. For those who do not return their defective items within 30 days, their product warranty will be terminated.
3. Replacement Unit Warranty Terms:
   • If the remaining Warranty of the Defective Unit is less than 3 months – The Replacement Unit will receive 3 months warranty beginning on the date of reception.
   • If the remaining Warranty of the Defective Unit is more than 3 months – The remaining Warranty Period will be automatically transferred onto the Replacement Unit.

Return Policy:

Every Avantree product purchased from our website comes with an up to 60 days free trial.

Within 60 days of buying, if you have an issue with or simply don't like the product, you can ship it back to us and we'll fully refund you for the price that you bought it. If you have a product malfunction, we can replace the product for you if that's preferable, and we'll cover the return shipping costs.

Warranty Policy:

Avantree warrants its products for a period of 24 months from any defects in manufacturing, materials, or workmanship from the date of purchase from either an Avantree Direct store or an Avantree authorized reseller and used in normal conditions.

However, this warranty does NOT cover:

· Damage from misuse or abuse,

· Damage from lack of reasonable care,

· Damage from force majeure,

· Damage from natural forces/disasters,

· Damage from inadequate repairs performed by unauthorized service centers,

· Water damage on non-water-resistant products,

· Theft or losing the item.

If you encounter issues during the warranty time, pls follow Avantree RMA Procedure. 

To make sure our customers have the best user experience, we choose to send the replacment first before you send back the faulty unit. Once the replacement is received and confirmed to be working, we will then send you the return label for the faulty unit for our quality control purposes. We expect you to cooperate and send the faulty unit back within 30 days. If not, then the warranty of your replacement unit will be voided.

Items with the "ADD TO CART" button are for purchase in your area. Those without the Add to Cart button means not available in your area, normally because it is out of stock. Besides, the estimated delivery time is not applied for pre-order and backorder items.

Here is a table of the recommended store info for customers from each country. We also include information about - where the goods will be shipped from as well as the estimated delivery time.

Remarks:

1. Warranty is 24M for orders from avantree.com
2. Items purchased from other authorized distributor channels will be entitled to 12m warranty, and extendable to 24m upon warranty registration within 30 days from date of purchase
3. Not all stores/sellers from the links above are authorized resellers.

If you have any questions about placing orders, shipping countries, tracking information, or others. Please check here for more information.

If you have the problem of being redirected to the wrong store and unable to place an order when you visit avantree.com, the first thing you can try is to switch to another web browser. If that does not work, here are two methods for you to solve the issue.

Method 1. Visit our site in an Incognito window of your browser. We will take Google Chrome as an example to show you how to open an Incognito window.

Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu, then choose the "New Incognito Window" option.

Step2. Type the Avantree website address into the Incognito window to visit our site. Now you should be able to see our store!

Method 2: Clear your browser's cookies. We will use Google Chrome as an example to show you how to find and clear browsing data (cookies). Note: If you are using other browsers, please refer to the settings process of chrome above.

Step1. Open the Chrome browser and click on the top-right menu. Choose "History", and another menu will appear to the side. Then click "History" on the left.

Step2. Click "Clear browsing data" on the left menu, then select the time range, and make sure all the boxes are checked. Lastly, click "Clear data" to submit. Now you should be able to see our store!

If you still have problems, please feel free to contact us via support@avantree.com.