Polycom CX600 Handset Issues

[SteffenBaierUK]

Hello tt120,

welcome to the Polycom Community.

This post is nearly 3 years old but I am unaware why you would assume that we as a Manufacturer are not taking steps to fix this?

There are official procedures that need to be followed and these include working with your Polycom reseller who sold you the individual units to issue an RMA.

If the criterias are met the phones have been RMA'ed either within or outside the warranty perid.

I am also unaware why you state that we tell users in every post to contact technical support as this is not a fact.

Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

It appears that this problem has persisted for many years and nothing has changed in the manufacturing process to address the issue. I have a failed handset from nearly 5 years ago that is identical to a handset from a brand new VVX411. I compared manufacturing revision numbers from the internal circuit boards when the failure manifested in the new handset the same way as the old handset. No audio in or out and it appears to be a connector issue as I was able to fix it by reflowing the solder joints in the handset.

Regarding a previous poster's comment about Polycom employees not giving help on these forums, that has been my experience as well. Every post is basically "contact the reseller or call Polycom support." These forums rarely have a solution from a Polycom employee; most of the responses are useless and hard to read because of the significant amount of text in the signature.

[SteffenBaierUK]

Hello @mrdudeman,

welcome to the Polycom Community.

This post here is about the CX600 handset which is completely different to your reported VVX handset.

The CX600 series was build after a reference design by our partner Microsoft where the VVX phone is designed by Polycom.

Within this official Polycom community we are unable to advise users to open their equipment as this would invalidate their warranty.

In addition we cannot condone instructions on how to attempt and repair devices themselves as this may expose the user, depending on the device, to voltages that can be life threatening.

If you have experienced an issue with a phone within its warranty time please go ahead and work with your Polycom reseller.

Best Regards

Steffen Baier

Polycom Global Services

[Anonymous]

You missed most of the nuance of that post. It's like you guys are bots instead of actual people.

Nothing in the post suggested that a repair should be made by anyone else. Nothing in the post asked if the warranty was still valid - it's obviously not. Your post provided no helpful information at all, which is exactly the point that was made. The handset has not changed, which you obviously didn't understand as the circuit boards are the same. That confirms the fact that nothing has been done to correct this issue regardless of which manufacturer makes the end product. The same handset is being used anyway, so the manfacturer of the faulty component clearly has not changed.

[SteffenBaierUK]

Hello @mrdudeman,

I believe you may mistake this original post about a CX device for your issue with a single VVX device.

The two units are fundamentally different in design and layout. If there was a issue with the CX device then we, Polycom, would have dealt with it.

For your individual VVX unit the fact that the older device you are having issues with still uses the same circuitry as your latest device should show you that Polycom is not aware of any hardware or design issues.

The simple fact we are still manufacturing the same hardware revision is proof that your single device failure is just this. A single device which was possibly not manufactured for whatever reason to the usual Polycom standard.

The community forum would be full of posts about the VVX failing if there was a hardware issue. As this is not the case we are not aware of such but please also take into consideration when this unit failed. Was this a day one issue and if yes why was it not dealt with via an RMA? If not day one and only after a certain amount of years was this unit used in an environment where this could contribute to the unit failing? How much time are we talking about?

The first responsibility of any hardware failure is the person you have purchased this from as Polycom does not sell directly to the end user. If this would be a known hardware issue the person or organisation who sold you the device would deal with us directly.

I can only see this as an isolated incident which is unfortunate but again we cannot deal with this via a community forum. I do hope you understand this and believe we can finish discussing this.

Best Regards

Steffen Baier