After HP taking over Poly, formerly known as Plantronics they upgraded their return/replacement policy where they will take any defective products that you receive from and authorized dealer with a replacement under their warranty time period depending on the headset. As some headsets offers 1 year, another offers 2 years.
Depending on the item purchased you will need to return both items like, for example if you get the CS540 + HL10 bundle package and the lifter is doesn’t work properly, HP-Poly will replace both items in order to make sure that the replacement lifter works properly with a replacement headset, making sure you are up and running in a snap.
However there might be cases that you don’t need to replace both items, for the same reason if you are not sure how it got purchased always reach out to your Authorized partner and they will be able to let you know how to request your item replaced under warranty.
Here are the steps that will allow you to navigate on the replacement process:
- Click on Headsets
- Select the type of headset or accessory
- Select the model of headset by family name
- Enter the serial number of the headset and then the “+ Add to your dashboard”
- Sign in on your HP account, if you don’t have one click on Create account
- Once log in, go to the last tab on the right side under My HP Account, and click My HP Dashboard. You will see your registered product there.
- Go to the second to left tab Business Support and click Create a new case.
- Enter the serial number of the faulty unit and then Create Case.
- Fill the required information, selecting Yes for replacement needed
- Use the troubleshooting steps space with the best information of steps taken to troubleshoot the faulty unit.
- Fill the information of where shipping of new unit to be mailed.
- Click Create Case, will prompt to provide to give feedback, can skip if want to.
- You will see that the case has been created and all the information would be on sight.
- If no serial number available, select My product or subscription service doesn’t have a serial number, then select Poly and select the item at fault. If the item is not listed you will need to call an agent 1 888 248 4143 and they will be able to submit the claim for non-listed products, the toll free number is only Monday thru Friday from 5am till 5pm PST (excluding public holidays).
On the process they will send a replacement unit with a prepaid label to return the faulty unit and they will make follow by messages on your HP account.
https://www.poly.com/us/en/support/warranty-service
