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The HP Community is where owners of HP products, like you, volunteer to help each other find solutions.
HP Recommended

Hello @BC-IT ,

 

welcome to the Poly Community.

 

This would have to come to Support. We are unable to deal with this directly with people simply reporting this here.

In order to raise a support ticket, you need to work with your Poly reseller as they may need to do this for you.

 

Mar 8, 2012 Question: What kind of support should I expect from the Community?
Clarification: Please check => here <=

End Customers are usually unable to open a ticket directly with Poly support.

If this is some sort of an Internet discounter providing your MAC address or your Poly devices serial will enable us to look up who would be able to support you. This may not be who you purchased the Poly device from.

If the unit is no longer within the warranty please be prepared to Pay Per Incident / PPI. This is all outlined in detail here


Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
HP Recommended

Having to deal with only a reseller is a terrible way to handle customer support by Polycom, which is likely why, on every forum I see, users are plagued by issues with Polycom phones that never get resolved since Polycom likes to wash their hands clean of any reported issues by saying "deal with a reseller."

Polycom won't even support their own Demo units?  How do I get support on a Demo unit?

HP Recommended

Hello @BC-IT ,

 

The reasons for this support model are explained in detail in the referenced FAQ post. We do not wash our hands, we simply need to ensure that the resources required to support customers are utilized correctly.

 

In case you are using a demo unit, please work with the Poly sales engineer that provided this individual unit. They usually provide support during the proof of concept and you are able to purchase maintenance/support for all units once the system goes live. Just like any other professional organization does.

 

After this, a demo unit should be returned to Poly.

 

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

------------------------------------------------
Notice: I am an HP Poly employee but all replies within the community are done as a volunteer outside of my day role. This community forum is not an official HP Poly support resource, thus responses from HP Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge.
If you need immediate and/or official assistance for former Poly\Plantronics\Polycom please open a service ticket through your support channels
For HP products please check HP Support.

Please also ensure you always check the General VoIP , Video Endpoint , UC Platform (Microsoft) , PSTN
† The opinions expressed above are the personal opinions of the authors, not of HP. By using this site, you accept the <a href="https://www8.hp.com/us/en/terms-of-use.html" class="udrlinesmall">Terms of Use</a> and <a href="/t5/custom/page/page-id/hp.rulespage" class="udrlinesmall"> Rules of Participation</a>.