Keeps replacing product witha badly designed product - refusing to replace

[KesterI]

I purchased a Backbeat Go 810 Headset several years ago. 

Through normal use, this top plastic bar keeps cracking then breaking.

I contacted Poly (Plantronics support) explaining this was a poorly designed product.

They explained they cannot offer an alternative headset and could only replace the headset with a new one. They've kept replacing it with a new headset 3 times now.

Support is now managed by HP and when I explained that once again, the headset is cracking/breaking.

The support operator claimed that the headset is out of warranty, they don't have a replacement policy....then they do have a replacement policy offered as an exceptional process and outright refused to send the dispute escalation process.

You keep sending me a replacement for a poorly designed product and unfair that you're digging your heals in on that the product is out of warranty and will not be escalating my case or providing any details to the escalation process.

Case Number [Personal Information Removed] - has been Created CRM:0000498407745

cracked headset

[Meghana_10]

Hello KesterI, welcome to the HP Poly community.
I am sorry to hear that you are facing this issue with the Poly BackBeat Go 810.

Please note that all the BackBeat series headsets are end of life and we have stopped manufacturing, however, please provide us the case number and also provide us the details of the latest replacement so that I can check with our internal team and give you an update.

Regards,
Meghana 

[KesterI]

Hi Meghana,

The case number with HP was Case Number 5114466940.

I also received an email after my chat that this case number was closed - Case Number 5114466940 – Closed

The last replacement from Plantronics / Poly was Claim ID: 809411 - November 2022

The black headset was replaced with 

• 1 — BACKBEAT GO 810, HEADSET,BONE WHITE

The second time that this was replaced, I asked for a different headset since the top bar kept cracking - this seemed like a poorly designed product. I was told by Plantronics support that this was possible and they just did a replacement headset.

As per the Poly site, every time they've sent me a new headset, the site listed that the new headset carried a new warranty.

The warranty site also makes reference to recurring failures:

In the unlikely event that your Poly product has recurring failures or Poly is unable to repair or replace the Poly product, Poly will provide you with a replacement Poly product that is selected by Poly and is the same or similar in performance. 

The Poly website still lists the consumer entitlements

In Australia, Poly products come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if goods fail to be of acceptable quality and the failure does not amount to a major failure. What constitutes a major failure is set out in the Australian Consumer Law. Please refer to the information provided by Poly in the materials received at the time of purchase.