sundance-communications.com/forum Forums General General Telephone & Systems Information Polycom SoundStation

Has anyone else had the experience of dealing with Polycom Tech Support? Up until now we have had no dealings with them. For what they cost you would figure their product support would be painless. Wrong. Does anyone have any suggestions on conference phones that work as well as the Polycoms? This is not a slam on Polycoms product; it's a slam on their product repair process. As usual; feedback is appreciated.

Never had a problem with Polycom. If you purchased this from a Polycom distributer you should have no problem with Tech Support.

I use most of my Polycoms alone but if I put a digital with one, I use an 8410D.

I haven't had any issues with Polycom support as of yet. Try again. Maybe you had a newby rep.

I have to agree with you completely. Polycom's process to send in their stuff for repair is absolutely insane. The hoops required to jump through have me shaking my head. Although prices for repair are reasonable it makes me believe they really don't want to repair their products.

FYI, they are not compatible with the analog ports of ESI's systems due to the analog port needs "two" hookflash's in succession to initiate a conference call & the Polycom has trouble with that. It's been hit or miss putting them out on our existing ESI base.

Otherwise, we still think Polycom is a good product.

As NEC dealers, we will sell the NEC Conference Max speakerphone to our customers, however, as you all know too well, alot of our customers will buy their own Polycom off of a website & pay us to install it.

I agree about Polycoms tech support. I recently bought several Polycom IP-320's from a Polycom distributor. I needed some support on a set up issue and got nowhere for 2 weeks. I went to the Polycom website and did what was necessary to issue a support request with the information that I was not getting support from the distributor. A week later I still had gotten no response to my support request. I started calling the locations listed on the corporate website and FINALLY got to someone in California, retold the entire tale again and that person was ADAMANT that I would hear from someone at Polycom within 24 hours. Four days later I got a response to my original support request. The response was WOEFULLY inadaquate and I responded back to it with a request for more detailed assistance. That was 2 weeks ago. I solved the problem myself through trial and error.

All of that having been said, I like the Polycom product mix, the voice quality is outstanding.....but ask me how many more products I will buy from them...the answer is NONE. If someone wants my business, they have to earn it. Polycom has not.

Polycom's service blows. just wanted to say it again.