my left bud(Poly Free 60) has stopped working with my Iphone

[Edmonton-Bruce]

Poly Free 60 in use with iPhone, left bud stopped working

[M_Salman]

Hi @Edmonton-Bruce, Welcome to Poly HP Support Community.  
 

Sorry to hear you're having issues with the left earbud of your Poly Free 60. Here are a few steps that might help resolve it:

1. Check Bluetooth connection: Ensure both earbuds are properly connected to your iPhone. Try disconnecting and reconnecting them.

2. Battery levels: Make sure both earbuds are fully charged, as a low charge in one might cause it to stop working.

3. Forget and Re-pair: Go to your iPhone’s Bluetooth settings, "Forget" the Poly Free 60, and then pair them again.

4. Reset via Poly Lens: If you're using the Poly Lens app on your PC, you can reset the earbuds through the app to restore their default settings.

5. Firmware update: Make sure your earbuds are updated, as a firmware update might fix connectivity issues.

If the issue still persists, I would request you contact our HP Support, and our Support Engineers should be able to sort this out. HP Support can be reached by clicking on the following link.

https://support.hp.com/us-en/poly

I hope this helps! Keep me posted for further assistance. If you find the information provided useful or solves your problems, help other users find the solution more easily by giving Kudos/Thumbs Up and marking my post as an Accepted Solution.

Regards,

Salman

[Edmonton-Bruce]

Thanks, it was a good series of steps for an attempted fix, unfortunately it seems the product is faulty. I contacted the Support team at the link you provided and logged a case for replacement since I'm still under warranty. However,.....I've since been contacted by them demanding an invoice for proof of purchase before they'll ship my replacement buds. I explained that the buds were a gift and so I don't have an invoice, but they've demanded it again. I provided a serial number(photo of the case display screen showing it) and there is no question as to my warranty entitlement.

I've requested that my support Agent escalate to management and contact me directly. Sad day when an HP Employee can't get warranty service on an HP device.....I'd hate to think our Customers are going through this sort of thing.

[Meghana_10]

I am really sorry; I will definitely look into this and give you an update. @Edmonton-Bruce 

Regards,
Meghana 

[Edmonton-Bruce]

Hi Meghana, it's been 5 or 6 weeks now and I still don't have my replacements. Can someone contact me with options please?