Poly.com / Polycom / Plantronics
reviews and complaints

I have three voyager 5200s. One for work , one for home and one for my wife. One of the devices had issues. People would say I would fade in and out and it sounded muffled. Called customer service. Even though I have 3 of these devices and 2 work fine we go through all the troubleshooting steps. Then I have to download an app to make sure software is up to date. Then do a reset. The reset disconnects the call. I call back and start over from scratch. They tell me they can hear me fine. I get on my next business call and people tell me the same issue. I call back and they will send a replacement. I will receive an RMA in 24 to 48 hours. A week passes and case is closed. I call back and we do the same run-around. 3 days later still nothing. Called back again and after being on hold, was told the two previous submission had errors and I would need to submit a request again. 3 weeks and over 5 hours on hold or on calls with poly. Hopefully I will get my headset this time.

i purchased a Backbeat Fit Ear bud less than 8 months and the right earbud became inoperative. I tried to utilize the extended warranty I purchase as well and could not due so because it is still under manufacturer warranty. I contact Poly and was told to send the purchase receipt in which I did while on the line with agent. He told me someone will contact me. Then I stated receiving emails stating "We wish to bring to your notice that we are awaiting inputs from your end to assist you further on this case". I kept calling back thinking they needed something else from me, to find that these emails are automatically sent-a ploy to appear as though they are trying to resolve the issue. Each time agents say they have escalated the issue. A female finally called said she was sending out a Voyager 5200 and to send back the backbeat earbuds. So I did, in its own case complete as I originally ordered. When I received the 5200 it was in a plastic bag, no case, and a charging cord. I tried the ear buds on for size because they are very top heavy which is the reason I did not order this product and purchased the backbeat. Well needless to say, the earbuds constantly fell of my ear and scratched/irate the skin around my ear. I called Poly and they in so many words states they are not concerned about the fit nor my ability to utilize this so called replacement. They will not refund me nor send another kind of ear bud that would stay on the ear and not cause injury to my skin around the ear. This is deployable and must be heard. I am very upset. I just purchased an HP laptop $1500 (+) and will return it if it is associated with poly which has proven to lack the prestigious character of Plantronics. I asked for help and no one here cares.

next step is to file with BBB, online portals and legal action to see if anyone else has experienced like results from your company. I work hard for my money and have been a loyal Plantronics fan.

I have been a loyal Polycom and Plantronics customer for twenty years, buying thousands of dollars' worth of products from them. I live outside the U.S. Due to electrical power differences, some of their telephone accessories, such as power supplies and wall modules, require local versions, which Polycom does make. Their products are the most expensive in their market. Due to their greed, however, instead of replacing my U.S. wall module, they refer me to their Sales Department, to buy another product. My messages to their leadership, including their CEO Joe Burton, have been ignored. They should replace my U.S. wall module with their European or Universal one without further delay.

ordered two Plantronics 220 Bluetooth Headsets

customer : order #5971xxxx and 5971xxxx and they only lasted 60 days
representative: Sorry to hear about that.
representative: Sorry for the inconvenience but regarding this issue, it would be better to contact our returns dept at [protected] for assistance, since we do not have available returns representative that can assist you via chat
customer: I am beginning to think that I have been hood winked!
representative: Sorry for that, but for more details and assistance, please get in touch with our returns dept.
Customer: Called returns dept. she stated we no longer carry that product, call Plantronics!
No offer to substitute a similar product/refund, etc.
I resigned my acct: e-mail etc. and will no longer do any business with this company again! I also pledge to shy every person I meet or know about their business ethics!

I called Polycom customer support to ask about interop with other phones. Every other IP phone displays video immediately as soon as they receive it, but polycom phone have a delay of 3 seconds. The tech support did not have any knowledge about what I am talking about and kep giving me nonsense suggestions. I probed further and he said I would have to call back with the reseller. It's as if he was doing me a favor of talking to me. This is really bad.

pathetic customer service and a company which doesn't care.

I received my order of bluetooth headphones from this website and as soon as the device was plugged in for the 3 hours it takes to fully charge (stated in the manual) the device will not indicate fully charged, nor turn on. I emailed their customer service and they said the item needs to be charged for 24hours and if i have an issue to contact plantronics and utilize the 1 year warranty. Yet the item does not come with any paperwork or indication of a warranty and is not even in the original packaging. Now they are saying they do not accept returns or exchanges even though they sent me defective equipment. HORRIBLE BUSINESS

After purchasing a PolyCom 335 IP phone and receiving it in an appropriate amount of time, I opened the box to discover that there is no power supply.

This is somewhat frustrating, but I was sure that I overlooked some notice when ordering that the phone didn't have one and I needed to order it separately.

I called to request that IPPhone-Warehouse make a better effort to inform their customers that a necessary part might be needed.

Herein lies the problem.

The first CS rep, Tyler, put me on hold and after about 10 minutes, disconnected my call. I called back and spoke with Becky who informed me that Tyler had left his desk for a moment **and** was on another call. Obviously untrue, because you can't be on another call if you've left your desk. I pressed her on this point and she then said that Tyler had left for lunch. Right.

So I asked if her company could make a more concerted effort to inform their customers that an essential part might be needed. She said there was nothing they could do, but I could buy a $5 power supply for $16.99 plus $10 shipping. (Turns out it is only $11.99 plus $10 shipping, but the cost is not the issue anyway).

I pressed her again about trying to do a better job informing their customers when an essential part was needed and she said they could not discount the power supply.

Again, we're not communicating. I said nothing about any discount and told her - point blank - again that I was concerned about customer service, not cost.

She placed me on hold and came back to inform me that, after checking into it, there was nothing they could do to discount the power supply.

Maddening!

I asked Becky who she asked and she said it was her manager. So I asked to speak with said manager.

"No. I can take your contact information and have them call you back."

Arrrrrgghhhhhh!

I'm trying to help these people improve their customer service and they give me the brick-wall run-around!

Just a follow-up to a previous complaint - On 6/11/09 2pm CST I spoke with tech support at Plantronics USA, and discussed N1Wireless specifically. Their statement concerning N1wireless was, "N1wireless is not a legal distributor of Plantronics products. The only products that they can acquire are defective or incomplete products. These products are not warranted by Plantronics." N1Wireless and one other company are under active legal action with Plantronics. Do not purchase from this company!

I guess I'm another victim - I purchased a Plantronics Discovery headset, only to have it arrive DOA. I tried their "RMA" link - no response. I tried direct email - no response. I tried the phone - they never answer it, or return calls. And my guess is that it's a gray-market item that won't be covered under Plantronics product warranty. I will go out of my way to help people avoid this company - how do we report them and make them accountable for bad business practices?