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Opening a support case through web ?

Highlighted
Advisor

Opening a support case through web ?

Hi,

 

We acquired several hundred of VVX phones and i'd like to open few cases on issues we have. But it seems it's impossible to do that through the web. When i enter the serail number of the phone, nothing happens.

Don't tell me we have to do that over the phone, we are in 2015 !! :-)

 

Thanks

 

 

Message 1 of 12
11 REPLIES 11
Highlighted
Polycom Employee & Community Manager

Re: Opening a support case through web ?

Hello StephenR,

welcome to the Polycom Community.

Usually when adding the MAC address and pressing lookup a short animation should appear and then below the initial field this:

 

click here if you are the owner of this product or click here if you are creating a Service Request on behalf of an end customer.

 

  • Does this not show up for you?
  • What browser are you using?

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

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 12
Highlighted
Advisor

Re: Opening a support case through web ?

No it doesn't show up. I tried both IE 10 and Chrome.

Serial number for VVX is the MAC address right ? This is what i have on the box.

Message 3 of 12
Highlighted
Polycom Employee & Community Manager

Re: Opening a support case through web ?

Hello StephenR,

 

I am unsure but maybe because you are an end customer you are unable to do this ?

 

Please post the MAC of the phone in question so I can look up the reseller who can do this for you.


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

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 12
Highlighted
Advisor

Re: Opening a support case through web ?

My reseller is a global reseller (Zones) and they have no clue about what a VVX phone is except the price...

It's not a bad comment, just the truth and they are just a good at what they need to be, but have clearly no expertise at all about VoIP.

If we have to follow the same process as the new feature request, i'm afraid we'll get the same result (i.e. no result at all).

I believe this system works well when you have a reseller who is also a VoIP specialist but most of the companies are going through global resellers which are not and definitely can't handle this.

I understand your point but you have to be realistic about what your customers are.

Just my two cents of course, just a freindly comment in order for you to improve your services.

 

Thanks

Message 5 of 12
Highlighted
Advisor

Re: Opening a support case through web ?

BTW MAC is 0004F2C528C4

 

Thanks

Message 6 of 12
Highlighted
Polycom Employee & Community Manager

Re: Opening a support case through web ?

Hello Stephen,

This VVX600 was sold via Scansource Communication in September 2015 and they are able to raise a Polycom support ticket for yourself.

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

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 7 of 12
Highlighted
Advisor

Re: Opening a support case through web ?

Geez, i don't know who is ScanSource communication but they definitely did not sell us these phones. We acquired all our phones through Zones.

I guess it's just a good illustration of how bad is this support model :-)

 

Message 8 of 12
Highlighted
Polycom Employee & Community Manager

Re: Opening a support case through web ?

Hello Stephen,

Polycom has historically always sold via resellers and these selected resellers are qualified to assist customers in a first level capacity and can open support tickets for their customers with Polycom support.

 

The company you purchased the units from must have received the phones from Scansource and should refer you to Scansource.

 

This works for the millions of customers using Polycom products and I can only ask you to follow this up with Scansource directly as they will have a record of your MAC address.


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

Best Regards

Steffen Baier

Polycom Global Services

----------------
The title Polycom Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. My official "day" Job is 3rd Level support at Poly but I am unable to provide official support via the community.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 9 of 12
Highlighted
Frequent Advisor

Re: Opening a support case through web ?

If you have a problem with this business model, please open a case with your Polycom reseller! :P

Message 10 of 12