ComplaintsforPolycom, Inc.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  It was originally agreed my aviation headphones would be either exchanged or repaired. A few days passed and they said the facility closed for the headphone repair and the case was closed. The originally agree to a repair or exchange and now they say the case is closed. You agreed to a repair!!! Its very odd they would agree to an exchange and repair and then have no explanation.

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  HP/POLY CASE ********** On Nov 3, 2023 I submitted documents (provided receipts) for a warranty claim at HP/POLY (CASE **********)Item was purchased at Amazon Feb 2023.On Nov, 7, 2023 HP/POLY stated (over the phone) that since item was discontinued they could not honor a warranty replacement.I item is not available i would like a replacement of my choice.

• Initial Complaint

  08/16/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a headset and a charging case 7/11/2023 from Poly/Call one. The charging case didn't work. I tried to work with Call One and Poly regarding a resolution. They both advised that they couldn't simply replace the case, but I would need to ship everything back. Call one and **** advised me to return the product to Call One. I received several emails after the two calls. I'm still not sure why **** provided me with a ***** return label if they didn't want the product. I shipped the return product to Poly via fed ex ************ and they received it 7/31/23. I have contacted **** several times since then. Everyone is very nice, but the product is never shipped as promised. I simply want a replacement unit. I realize there was some sort of mixup, but I recieved a prepaid fed ex label from Poly, why would I think they didn't want it back. How would I know it was going to Poly instead of Call One when it is going to "service Logistics" I had no idea, I simply had a return label after talking to two companies about a dead on arrival charging case.

• Initial Complaint

  08/15/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  To whom it may concern,I have been contacting your customer service and am abhorred at the lack of attention and misrepresentations made my your staff in particular one individual I have been communicating with.I have always bought headsets, bluetooth devices for my office staff and me, but I seriously do not believe I will be doing such going forward.I ask that you look into case - Poly Case Number ******** and revert to me in due course.Kind regards,**************************, Esq./***.

• Initial Complaint

  07/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Yes I am filing this complaint because this company has ripped me off I have proof that they said that my claim was approved then all sudden they changed I've requested my old unit that I shipped to them I told them I would pay to have my old unit sent back but they decided they're going to keep my old unit and not do a replacement I can see this company is nothing but a bunch of crooks and they're nothing but a bunch of these and scammers out of ***** and *************** they don't follow the laws of the ** even though they have companies in the ** I did a RNA online they had me send my headset to them and they refuse to send me back my headset I have asked them numerous times to send back my old headset and they said they've already destroyed it and they're not going to do a replacement so they have my merchandise and my money and refusing to return it which is Criminal action I've asked them to either send that my unit which I said I would pay for or send me a replacement they don't want to do either they said they're going to keep my unit and not do a replacement which that does fall under theft I will press criminal charges if my unit is not replaced or send me back my old unit so I can use my homeowners insurance to get my headset replaced these people are nothing but Crooks and they don't care about anything about the customer they have an F rating with y'all and they need to be closed down permanently if they're going to steal from customers

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Poly Voyager **** Bluetooth headset for $157.99 from Target on 11/12/21. It worked fine for about 4 months, and then the microphone would stop working in the middle of my Teams meetings. It wasn't happening too often, so I put up with it for awhile, but then it got to the point where it was seriously interfering with my work. On 8/22/21, I filled out the contact form on ****'s website. The next day, I received some instructions, which I followed, but did not fix the problem. Between that time and early October, we went back and forth with all kinds of troubleshooting attempts, including trying another laptop, which was difficult to do, but I reproduced the issue there. Around 10/20, I received a replacement headset (same model). The first meeting I joined resulted in the same problem. No one could hear me in the call after about 10 minutes into the meeting. I decided to call the support hotline and was connected to a person whose name I cannot remember. He had me try some further troubleshooting, which I performed later in the day, to no avail. He had said he would email and call me to follow up, but he never did. I called back a couple days later (10/26) and spoke with ******. He said he had heard of this issue before and explained that a noise-cancelling feature in the headset is too sensitive and can cause this. He said he would escalate on his side and get right back to me. He mentioned that he might be able to send a different model headset without the defect. He even opened a new case (********). Having heard nothing back, I replied to the automated email with the case number and followed up on 11/1. I followed up again on 11/2. ****** responded with a link to "Poly ****************** for warranty replacements." No explanation. Later that day he sent a form email with info on warranty replacement and registering a product. No explanation. He closed my case. I replied, reminding him of our conversation the prior week. He closed it again.

• Initial Complaint

  08/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Plantronics **** about a year ago, had it registered with Plantronics.com. The headset and base are having issues and I want to get them warrantied. On Plantronics.com I confirmed my registered product was under warranty still until September 2022, talked to support, we tried to work on it unsuccessfully. The support rep looked up my warranty and asked me to send it back for replacement. I received a response now that they have it that it is not under warranty anymore. The Plantronics site is down so I can't even access it, and the new Poly site does not even find my products by serial number. I just want a replacement **** so I can continue using the headset I purchased. I am very disappointed in Plantronics the last couple years it has been very difficult to get replacement parts or support. The company does not seem to stand behind what used to be the best products on the market.

  Business response

  08/24/2022

  **************-****** purchased the device on **** from a non-authorized distributor/reseller. Our end user warranty terms do not apply to purchases made through unauthorized sellers. Additionally, based on the serial number of the device, the warranty is expired. Therefore, **** is unable to assist **************-******, and we recommend that he contact the seller from whom he purchased the device.

  
  Regards,

  ****

  Customer response

  08/30/2022

   
  Complaint: 17743026
  
  I am rejecting this response because: The serial number on your own site showed it was still under warranty when I placed my initial call and sent it for warranty replacement.  Confirmed by your own agent.  After it arrived the warranty and it being registered suddenly disappeared from the Poly site and suddenly it was no longer under warranty, nor has it been returned to me yet.
  
  Sincerely,
  
  ************************************

• Initial Complaint

  04/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  During the month of December of 2021 , I sent in to Polycom two Bluetooth headsets for repair. The required $80.00 payment upfront was made. Nearly five months have passed and I have received no updates or correspondence from Polycom. At this point Polycom has possession of both of my headsets as well as the money while denying knowing anything.

  Business response

  04/22/2022

  We are sorry to hear about Mr. ********* ******* issues. Unfortunately, we do not show the headset has been received. We have contacted him with a request to provide the tracking details of his shipment so that we can locate it. Additionally, we do not have a record of his payment being received, and we have also requested additional information in this regard. Our team contacted him on April 14th, and sent follow-up reminders on the 16th, 18th, and 19th. In addition, a US agent called him on April 20th and left him a voicemail.
  
  Once we receive additional information from ********************, we will continue to assist in resolving this matter.
  
  Thanks,
  ****

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed a warranty claim with Poly. My item was a Bluetooth earpiece legend voyager.They explained they may no longer have this model and would most likely upgrade me to the ****.I received the charging case for the **** Bluetooth but I didnt receive the **** Bluetooth.I have tried calling the representative the mail box is full.

  Business response

  04/11/2022

  We are sorry to hear about ************************ issue related to warranty claim.
  She was promised a replacement but didnt receive it due to an internal error. We followed up with ************************, and she is aware that she should be receiving the unit within 2-4 business days.

  Regards,

  ****

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My company purchased 100+ Poly phones through our VOIP provider. The phones had a Rebate offered by Poly. We purchased the phones and I submitted multiple rebates in Dec 2020 and now it is March 2022 and the website still says they are processing. We are not even at the address anymore and the contact person has left. The website is so poorly designed, there isn't even a way to get anyone to help or any way to escalate the ticket.We need these rebates sent to our new address and company name.

  Business response

  04/04/2022

  We are sorry to hear about **************** issue relating to a rebate for the purchase of our phones through his companys VoiP provider.
  
  We typically offer rebates to authorized partners who resell our products to end customers. Unfortunately, the screenshot provided by ************ does not provide us with enough information to discern who the parties are in this transaction. Therefore, in order to fully ascertain the situation, we would need additional information from ************ to learn the name of his company and the name of the VoiP provider that sold his company the phones.  We will immediately reach out to ************ directly to collect this additional information so that we can continue to provide assistance in this matter.
  
  Regards,

  *******************

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