How do I fix volume-down feature on my Plantronics backbeat fit 3100

After unpackaging my new backbeat fit 3100 I notice that the volume down feature does not work. I’ve tried repairing the device with no luck. I’ve used web based music, i.e.; Pandora, as well as local songs on my phone. All other features seem to work as advertised.

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I probably should have stated that when I touch "L" ear bud the volume increases, whether I swipe, long or short press. Volume never decreases.

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