Test the earbuds on the Bluetooth cable and wired cable. Check to see if any sound comes out from the monitors.
On the Bluetooth cable, please try swapping the ear buds onto the opposite sides (left monitor on the right side of the cable and vice-versa). Please note the sound quality.
Perform the same test on the wired cable. Swap the Left and Right earbuds onto the right and left side of the cable. Please note the sound quality.
Once the source of the problem is determined, please inform our support team at firstname.lastname@example.org.