Product Complaint - Escalation

[JWatson-Poly60]

Hello,  Wondering how to go about escalating a Product Complaint for my Poly 60 Voyager Earbuds without having to sit on hold for way too long only to be told someone will be in touch for an update, and no one ever reaches out or gives any new information.  Spent 3 Hours on chat over 4 weeks ago with an agent, and at the end it was determined the Ear Bud had failed and needed to be replaced under warranty.  Email confirmation that a replacement set was to be sent out, and over 4 weeks later......crickets.  No emails, no email responses to be several requests, have been in touch several more times, and still nothing.....always get told someone will follow up, and have seen nothing.....embarrassing Customer Service!!

[Meghana_10]

Hello, @JWatson-Poly60, and welcome to the HP Poly community.

I am sorry to hear that you are facing issues with the Poly Voyager Free 60. We do not intend to disappoint our customers. Please provide us a few details so that we can assist you with high priority. 

Regards,
Meghana

[JWatson-Poly60]

Case ID: 5131192321

[Meghana_10]

Thank you so much. I will look into this case reference and give you an update with high priority.

Regards,
Meghana 

[Meghana_10]

Thank you so much for patiently waiting.
 

This is to inform you that Poly Voyager Free 60 is in backorder, and we are really sorry for the inconvenience caused to you. We are checking with the service team and will deliver the device to you at the earliest. 

Please wait until you receive any email response from our team.
 

Regards,
Meghana 
 

[JWatson-Poly60]

So another 10 days gone by, no update, no communication, no resolution.....either ship a replacement or send a refund, this is beyond ridiculous customer service at this point

[Meghana_10]

I am really sorry, @JWatson-Poly60, for the delay. I am checking with the concerned team, and I will look into this with high priority and provide you an update. 

As the product is in backorder, there is a delay in the shipment. Please provide us sometime while we check with the concerned team and provide you an update.

Regards,
Meghana 

[JWatson-Poly60]

And yet another 10 days has gone by......no updates, no communication, and no closer to a solution for your defective product......shockingly bad customer service

[JWatson-Poly60]

6 more weeks of waiting with no action or updates.  Pretty safe to say either your company doesn’t care about their customers or service, or the replacement is never coming.  If still not available through Black Friday or Christmas, don’t think it ever will be.  Please give me your managers email immediately as I am down waiting.

Still Waiting after over 3 months….

James

[Meghana_10]

I am really sorry for the delay in responding. @JWatson-Poly60 

The product is in backorder, hence the delay in delivery. I will look into it with the concerned team and provide you an update at the earliest.

Thank you for your patience.

Regards,
Meghana