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VVX 500 number keys sticking

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Occasional Contributor

VVX 500 number keys sticking

Our call center has been using these phones for a year and a half or so, and we have been finding the number keys have been failing. Of our 8 phones, half of them no longer have working 0 & 8 keys. 

 

I took apart one of the worst phones and found that there is a grey mat under the buttons (printed with part number 1680-44533-001) that actully makes the contact on the PCB. The rubber has cracked and torn along the contactors, and that is what is not returning to the proper position. image here

 

I went to the self service repair pricing page hoping I can buy at least 5 of these, but it says no records found for that part number. Is there a different part number I should search for? How can I get these replaced? 

Message 1 of 4
3 REPLIES 3
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Polycom Employee & Community Manager

Re: VVX 500 number keys sticking

Hello @Joe TWS,

welcome back to the Polycom community.

Some or a couple of your old post(s) => here <= are still open / pending as you have not marked these as "Accept as a solution" or at least provided some form of feedback or answer.

If they are in this state nobody finding them via a community search will know if an answer or advice provided was useful and has maybe helped you.

Could you therefore kindly go over them and mark or answer as appropriate ?

If they are marked as "Accept as a solution" other users can find these easier and it helps them to utilise the community more efficiently.

 

For your new issue this is not a part which can be purchased as End Customer should not have to dismantle our phones.

 

I would suggest to get in touch with the reseller as I would expect our phones to last more than 1.5 years.


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

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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 4
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Occasional Contributor

Re: VVX 500 number keys sticking

We bought about 20 VVX500 phones on Amazon, so we don't have a reseller we can go to for a repair. I agree that a phone should last longer than 1.5 years, our previous phones were considerably longer lived than that with the heavy use our call center puts them through, but our head IT felt that VOIP could add a lot of benefits to our company. 

 

As for the previous posts that I have not yet marked with a solution, that is because they still have not been resolved. One of them you said Polycom does not support that feature, the other I'm still awaiting a response from someone. Needless to say, we haven't exactly been satisfied with the experience. Especially now that it seems we can't buy the parts we need to keep the equipment working.

 

 

Message 3 of 4
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Polycom Employee & Community Manager

Re: VVX 500 number keys sticking

I will reach out to you directly
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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 4