Doorbell 2 way audio not working

Got a new doorbell and 2 way audio doesn't work. I can hear nice and clear on the phone app but the audio from the phone to the doorbell is garbled. Almost nothing. called customer service followed the reset steps and no luck so they send the new doorbell. Same issue. I am happy with the customer service but not sure if they know the issue so thought of reaching out to community before requesting another replacement.