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This speakerphone is a separate speaker from the handset speaker, so if you can't hear through the handset and you have ensured that the volume in your profile is set up to max, then I would have to say there is something wrong with the handset speaker.
I hate to sound obvious but have you checked the volume setting? Took me a few days to realize they were there - I almost never read the manual. :) The two volume keys are on the left of the phone as you look at the screen. Hope this helps.
The technician was correct in the sense that what he suggested is an accepted way of improving sound quality - in other words it stops distortion and in the TyTn IIs case has been found to improve matters. I appreciate that it is by no means an ideal solution, however the Kaiser does have a problem with speaker phone mode. This has been discussed at www.XDA-Developers.com
If you are sure you can't be heard while NOT on speakerphone, it's probably a software problem, if you can be heard but can't hear while NOT on speakerphone, then it might be a bad Mic. If you really can't be heard while NOT on speakerphone and you are out of other options, perform a HARD RESET to restore the phone to factory (or current ROM) settings. Check to make sure the mute function isn't being initiated when you take the phone off speakerphone or start a call.