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Business Profile

Video Equipment Parts

Polycom, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Polycom, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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Polycom, Inc. has 25 locations, listed below.

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    Customer Complaints Summary

    • 11 total complaints in the last 3 years.
    • 3 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/02/2025

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Voyager 6200 UC headset (~$200) when I started working from home. The device was quite good, but after about 3 years of mild service, the device no longer accepts a charge. I called *********** to ask about options for repair or replacement and they said my only option is to replace the unit. I am quite disappointed as this is supposedly a high end headset. (I have other blue tooth headsets that are much older than this and still work fine.) In addition, I am frustrated that there are no options for repair. It is wasteful to make a product that has such a short lifespan and is not able to be repaired.

    • Initial Complaint

      Date:10/02/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Poly Voyager Bluetooth on 07/09/2024 from Best buy. The Bluetooth stop charging and I contacted Poly on 09/16/2024 for a warranty replacement. Once they took my complaint, I was advised that I would be receiving a replacement once I get a shipping label to send back the defective one. After noticing that I haven't received the the label after a week I contacted Poly once again and was told that they can't give me an update on my replacement. I'm starting to feel that this company is giving me the running round and not trying to honor their warranty policy

    • Initial Complaint

      Date:09/09/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a brand new Poly Voyager 5200 Series from an authorized retailer on August 6, 2024 that was received on August 7, *****. On August 19, 2024 I contacted ********* service support informing that the charging case was defective and would not accept a charge or charge the headset. I was told they would send a replacement charging case and it would ship by August 22, 2024. After numerous phone calls and a formal escalation to customer complaints it still has not shipped as of September 9, 2024. Three full weeks since ** was first notified of the issue. No one has offered a satisfactory explanation on what the delay has been and when I can expect it to ship.

    • Initial Complaint

      Date:01/29/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      It was originally agreed my aviation headphones would be either exchanged or repaired. A few days passed and they said the facility closed for the headphone repair and the case was closed. The originally agree to a repair or exchange and now they say the case is closed. You agreed to a repair!!! Its very odd they would agree to an exchange and repair and then have no explanation.

    • Initial Complaint

      Date:11/07/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      HP/POLY CASE ********** On Nov 3, 2023 I submitted documents (provided receipts) for a warranty claim at HP/POLY (CASE **********)Item was purchased at Amazon Feb 2023.On Nov, 7, 2023 HP/POLY stated (over the phone) that since item was discontinued they could not honor a warranty replacement.I item is not available i would like a replacement of my choice.

    • Initial Complaint

      Date:08/16/2023

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a headset and a charging case 7/11/2023 from Poly/Call one. The charging case didn't work. I tried to work with Call One and Poly regarding a resolution. They both advised that they couldn't simply replace the case, but I would need to ship everything back. Call one and **** advised me to return the product to Call One. I received several emails after the two calls. I'm still not sure why **** provided me with a ***** return label if they didn't want the product. I shipped the return product to Poly via fed ex ************ and they received it 7/31/23. I have contacted **** several times since then. Everyone is very nice, but the product is never shipped as promised. I simply want a replacement unit. I realize there was some sort of mixup, but I recieved a prepaid fed ex label from Poly, why would I think they didn't want it back. How would I know it was going to Poly instead of Call One when it is going to "service Logistics" I had no idea, I simply had a return label after talking to two companies about a dead on arrival charging case.

    • Initial Complaint

      Date:08/15/2023

      Type:Customer Service Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      To whom it may concern,I have been contacting your customer service and am abhorred at the lack of attention and misrepresentations made my your staff in particular one individual I have been communicating with.I have always bought headsets, bluetooth devices for my office staff and me, but I seriously do not believe I will be doing such going forward.I ask that you look into case - Poly Case Number ******** and revert to me in due course.Kind regards,**************************, Esq./***.

    • Initial Complaint

      Date:07/27/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Yes I am filing this complaint because this company has ripped me off I have proof that they said that my claim was approved then all sudden they changed I've requested my old unit that I shipped to them I told them I would pay to have my old unit sent back but they decided they're going to keep my old unit and not do a replacement I can see this company is nothing but a bunch of crooks and they're nothing but a bunch of these and scammers out of ***** and *************** they don't follow the laws of the ** even though they have companies in the ** I did a RNA online they had me send my headset to them and they refuse to send me back my headset I have asked them numerous times to send back my old headset and they said they've already destroyed it and they're not going to do a replacement so they have my merchandise and my money and refusing to return it which is Criminal action I've asked them to either send that my unit which I said I would pay for or send me a replacement they don't want to do either they said they're going to keep my unit and not do a replacement which that does fall under theft I will press criminal charges if my unit is not replaced or send me back my old unit so I can use my homeowners insurance to get my headset replaced these people are nothing but Crooks and they don't care about anything about the customer they have an F rating with y'all and they need to be closed down permanently if they're going to steal from customers

    • Initial Complaint

      Date:11/09/2022

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Poly Voyager **** Bluetooth headset for $157.99 from Target on 11/12/21. It worked fine for about 4 months, and then the microphone would stop working in the middle of my Teams meetings. It wasn't happening too often, so I put up with it for awhile, but then it got to the point where it was seriously interfering with my work. On 8/22/21, I filled out the contact form on ****'s website. The next day, I received some instructions, which I followed, but did not fix the problem. Between that time and early October, we went back and forth with all kinds of troubleshooting attempts, including trying another laptop, which was difficult to do, but I reproduced the issue there. Around 10/20, I received a replacement headset (same model). The first meeting I joined resulted in the same problem. No one could hear me in the call after about 10 minutes into the meeting. I decided to call the support hotline and was connected to a person whose name I cannot remember. He had me try some further troubleshooting, which I performed later in the day, to no avail. He had said he would email and call me to follow up, but he never did. I called back a couple days later (10/26) and spoke with ******. He said he had heard of this issue before and explained that a noise-cancelling feature in the headset is too sensitive and can cause this. He said he would escalate on his side and get right back to me. He mentioned that he might be able to send a different model headset without the defect. He even opened a new case (********). Having heard nothing back, I replied to the automated email with the case number and followed up on 11/1. I followed up again on 11/2. ****** responded with a link to "Poly ****************** for warranty replacements." No explanation. Later that day he sent a form email with info on warranty replacement and registering a product. No explanation. He closed my case. I replied, reminding him of our conversation the prior week. He closed it again.

    • Initial Complaint

      Date:08/19/2022

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased a Plantronics **** about a year ago, had it registered with Plantronics.com. The headset and base are having issues and I want to get them warrantied. On Plantronics.com I confirmed my registered product was under warranty still until September 2022, talked to support, we tried to work on it unsuccessfully. The support rep looked up my warranty and asked me to send it back for replacement. I received a response now that they have it that it is not under warranty anymore. The Plantronics site is down so I can't even access it, and the new Poly site does not even find my products by serial number. I just want a replacement **** so I can continue using the headset I purchased. I am very disappointed in Plantronics the last couple years it has been very difficult to get replacement parts or support. The company does not seem to stand behind what used to be the best products on the market.

      Business Response

      Date: 08/24/2022

      **************-****** purchased the device on **** from a non-authorized distributor/reseller. Our end user warranty terms do not apply to purchases made through unauthorized sellers. Additionally, based on the serial number of the device, the warranty is expired. Therefore, **** is unable to assist **************-******, and we recommend that he contact the seller from whom he purchased the device.


      Regards,

      ****

      Customer Answer

      Date: 08/30/2022

       
      Complaint: 17743026

      I am rejecting this response because: The serial number on your own site showed it was still under warranty when I placed my initial call and sent it for warranty replacement.  Confirmed by your own agent.  After it arrived the warranty and it being registered suddenly disappeared from the Poly site and suddenly it was no longer under warranty, nor has it been returned to me yet.

      Sincerely,

      ************************************

    Polycom, Inc. is NOT a BBB Accredited Business.

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