Although the placement under FP4 isn’t really an issue, note this is only a user forum.
UPDATE: Have moved to [Discuss > Product] as as it has quite some info about the earbuds. Now I’m having second thoughts as it doesn’t say HELP!
Especially given there is a two year warranty on all accessories and parts, you could contact support officially as they are ones that would replace it if it is defective.
Avoid the 'Click here to start, maybe as there’s little chance the guides will have any help on earbuds. Just ensure you OS is the default an up to date, although technically the ear buds should work in any phone and the OS should not be an issue.