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Most likely, it isn't the wired headset that is the problem. It may be the controller. If you haven't already, try testing the headset with another controller. Since hearing and voice are two separate functions, it may be that the controller is only able to send out sound, but not able to pick it up. Test it out with another controller, and hopefully it will work. But may I suggest a common issue that is overlooked: Double check the microphone is not muted. (both in the settings of your Xbox 360 AND the mute option found on the wired headset. It's by the volume.) To check this on your Xbox 360 click on the "home" button (top middle part of the controller with the Xbox logo) go to settings ---> preferences. There you will see the option to mute the microphone. I sincerely hope Microsoft already suggested all of these things though. Also, better double check that the Microphone isn't muted in Preferences BEFORE trying another controller because if it is muted in Preferences, (which can only be done when signed into a profile) whichever controller he uses, it will be muted to do preferences being set to any controller/headset used. So please double check that it's not the microphone that is muted to start, and then double check the headset isn't muted (on the actual headset) followed by changing controller if it still isn't working. Hope this was of some help.
Remove any games from unit. Remove unit from charger, if that is its condition. remove battery from unit. Allow unit to sit for 5 min. replace battery. Power up unit, re-set initial settings and check for sound. No sound? wire inside unit going to slide switch for volume has come detached, or switch itself gone bad.
Check setup and setting to make sure sound is not muted, although I do not recall that being one of the options.