Cant hear or record my voice when on headset mode in calld but can use speaker phone

I just got a BlackBerry Z10. When I make calls or am called people can't hear my voice in normal headset mode but if I put them on speaker they can hear me. I tried seeing if I could record my voice and it's not picking up anything. Why in normal mode isn't it picking up anything? Is there a setting messed up or did I buy a defective phone? Why does the microphone pick up when in speaker phone mode but not normal headset mode?

You should run some tests to see what's happening. If you still have the Help icon on your homescreen, click it then click Testing at the bottom to run the tests. If you no longer have the Help icon, go to BlackBerry World and search for BBVE.
Keep us up to date on your progress.  
- If my response has helped you, please click "Options" beside my post and mark it as solved. Clicking the "thumbs up" icon near the bottom of my response would also be appreciated.

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