Poly headset replacement

[lomajpure]

Subject: Urgent status request for two Poly warranty cases – unable to reach HP Support

Dear HP Support Team,

I am contacting you regarding two open Poly warranty cases.

Unfortunately, HP Support currently seems to be practically unreachable for me on every available platform. I have tried the online support system and live chat multiple times, including the English-language chat, but I have been left waiting for hours without being connected to a support agent. I also tried alternative contact methods, but I have not been able to get any useful assistance regarding these warranty cases.

Case

>Do not include the product serial number, any case numbers, or any private information like Email or Phone Number<.

– Poly Voyager Legend 50

Product: Poly Voyager Legend 50

Product number: AV4P1AA

Serial number: >removed<

Issue: The headset does not charge.

A replacement order was created on 17 September 2026, and the notification stated that the estimated shipment date was 18 September 2026.

However, I have still not received a shipping confirmation or tracking number.

Could you please confirm whether the replacement unit has already been dispatched? If so, I would appreciate the tracking number. If it has not yet been dispatched, please let me know the current status and the expected shipping date.

Case 5164960223 – Poly Voyager 5200 UC

Product: Poly Voyager 5200 UC

Product number: 7S431AA

Serial number: 37AL1E

Issue: The headset does not power on and only shows a purple light.

This particular Voyager 5200 was already supplied to me as a replacement unit earlier this year.

For some reason, I was only recently able to successfully register its serial number in the HP system. To the best of my knowledge, it should still have approximately one month of warranty remaining.

The case was created on 18 September 2026, but I have not received any further information regarding the warranty process or a possible replacement.

I would also like to mention that during my previous Voyager 5200 warranty replacements, HP did not request the defective units to be returned. As a result, I still have all of the previous faulty Voyager 5200 units in my possession — approximately three units in total.

I have absolutely no problem returning any or all of these units if HP requires them. They have been kept and are still available for return.

Could you please confirm:

the current status of Case >removed<,

whether the replacement has been approved or is being processed,

whether you require the defective Voyager 5200 to be returned,

whether you would also like me to return the previous defective Voyager 5200 units still in my possession,

and what the expected next step and timeframe are?

I would greatly appreciate it if someone could review both cases directly, as I have been unable to reach a live HP Support representative through the normal support channels.

Thank you very much for your assistance.

Kind regards,

Frei Attila

[SteffenBaierUK]

Hello @lomajpure ,

Welcome to the HP Poly community.

This is just a Peer-to-peer community forum and not HP Poly Support. We are all just Volunteers.

If no other volunteers reply, I suggest you contact the HP Support organization in your region. Details are in my Signature.

I will try and make an paid agent aware

Best Regards

Steffen Baier

[lomajpure]

Thank you very much, Steffen.
I really appreciate you trying to bring this to the attention of an HP agent.
Both of these are already existing HP warranty cases with valid case numbers, so I am not trying to open new support cases. I simply need someone from HP who can check their current status.
Unfortunately, at the moment I have been unable to reach an actual HP Support representative through any support channel or forum I have tried. The live chat leaves me waiting for hours without connecting me to an agent, the other contact methods have not been able to help with warranty cases, and even on the community/forum side I have not been able to reach official HP Support directly.
I am happy to provide the case numbers, serial numbers and any other required information privately to an HP agent.
Thank you again for your help.
Best regards,
Frei Attila

[Meghana_10]

Hello @lomajpure, Welcome to the HP Poly Support Community.

Thanks for reaching out about your query regarding the Poly devices. 

We appreciate the opportunity to assist you and are glad we could help work toward a resolution. We hope our support has been valuable.

To help us get started on resolving your issue, we would like to inform you that the replacement has been placed for Voyager Legend 50 and it has been shipped. You shall receive the tracking details in a few business days. 

However, we are working on the Voyager 5200 UC replacement. Once the order is placed we will update you the necessary details.

Take care and have an amazing day! 

[lomajpure]

Thank you very much for the update, Meghana.
I really appreciate your help.
It is great to hear that the Voyager Legend 50 replacement has already been shipped. 

I will wait for the tracking information and for the update regarding the Voyager 5200 UC replacement.
Thank you again for your assistance.
Best regards,
Frei Attila

[Meghana_10]

Thank you so much for your response. @lomajpure 

We will provide you the order details of the Voyager Legend 50 on private message and the rest as and when we receive the information.

You can check the private message by clicking on the link - Private Messages - HP Support Community

Thank you for your patience, have a great day!