Any way to switch off on ear detection / Auto-pause feature in Surface Headphones 2

Similar problem - the auto un-mute has caused me several big problems. This is now worse with Surface Headphones 2 than it was with Surface Headphones 1. With SH1, I could mute myself in Teams and take my headphones off. Putting them back on I would stay muted. With SH2, my headphones control Teams in ways SH1 did not. So if I mute myself in Teams, take the headphones off, putting them back on un-mutes me in the call! I've only had my headphones a month and have disrupted several large meetings this way already.

REALLY need a way to disable the auto-mute / auto-unmute.

Hello Marrion,

Thanks for your response.

Disabling the touch controls only makes it impossible to reactivate the music or video once an ear-detection bug happens.

I have got in contact with the retailer and they have informed me headphones do not fall into their return policy.

I would really appreciate if Microsoft could step forward and try to fix this situation. There is no warning in the box or the marketing material that I could see that warns the user about the fact that headphones will stop randomly the music or video if the user doesn't have the right ear size, if the user uses a beanie or if the user removes the headphones from one of their ears and the fact that the user cant does nothing to prevent this situation.

Frankly, on a 250$ headset, this is not acceptable...

They are just not fixing it. They made the point clear further up.
I just sold my headphones in Facebook market last week and I am happy I got 80% of the money back.

I try to return the headphones in Kogan ( the website I got them ) and they just dont do refunds for headphones ( which I understand, fair enough ) but Microsoft also refused to compensate me in any way. Honestly what a sloppy costumer service and policy.

You invest to develop a headset that works and feels really well.

You add to it an additional feature that probably no one asked cares that much about.

That feature is implemented poorly and ruins the whole experience.

You don't warn your potential clients about the impossibility of switching off that feature in the packaging/website or in any other marketing material.

When you are asked to improve the firmware to fix it you refuse to do it.

When people ask for refunds you spit in their face.

My case was closed for a Microsoft staff called Lynette E. that didn't gave me an alternative solution or advice to deal with the situation.

I asked to escalate the case further up to complain and I didn't receive any answer.

This is my Service Request number#: 1043539164

If this is the level of Microsoft costumer service I understand why people moves to Apple even considering all the donwsides working with Apple devices have.

For me the biggest issue is every time I need to simply adjust my head phones slightly; you know because the earcups and headband get sweaty and they start to fall off or move out of the comfortable position I had them in, I move them ever so slightly to put them back where they were dand 9 times out of 10 the music stops. What's worse is it doesn't resume on its own. Tapping the play button on the ear cup doesn't work either when this happens. To fix it, I have to lift the head phones completely off of my head and then place them back again. Super annoying.

Microsoft you really need to add a firmware update or something that allows adjustment to the sensitivity to the auto-pause function or at least the ability to turn it completely off and on again. For as much as these things cost, I can't understand nor forgive such an obvious oversight in design. This is completely unacceptable!

I think it is obvious Microsoft customer service will just not fix this issue and doesn't care about the lack of quality of their products and how an issue that could be fixed with just one firmware update just will be left there and we will have to deal with it.

The vendor is not offering me a refund and I would like Microsoft to refund me the money or offer me a functional product. This is not functional.

Please indicate to us the process to follow to get a refund.