Hi Zed95 ,
Thanks for reaching out to the community. That is awful to hear! Could I ask a few questions?
If you find that you can't do any of the above, the only other thing I can recommend is to reach out to your local support team for assistance. Here is a link you can use. Click on your region, scroll down until you see "Contact Us."
Tony G - Community Support
Thanks for updating us. That would point to a hardware issue with the headphones. I would recommend contacting your local support team using the link previously provided.