Veracity Networks Customer Knowledge-base

Poly/Polycom Phone Replacements

Is My Phone Eligible for Replacement?

 

If you’re having issues with your Poly (Polycom) device you may qualify for a replacement free of charge.

Poly offers replacement devices through its RMA (return merchandise authorization) program. This is a limited warranty that mostly covers manufacturer defects.

Before we can submit a request we must troubleshoot your device. Please contact our support team to get started.

 

Customer Support

Phone

(800) 213-1315

Email

customersupport@veracitynetworks.com

 

RMAs may take a few business days to be approved

RMA Requirements

Phone must be under warranty

  • Rental phones have a long-term limited warranty and are generally within warranty

  • Purchased phones have a one-year limited warranty

Damage must be due to a manufacturer defect

  • This may include hardware failure

  • If the returned device is found to be in working order or the damage is not covered by warranty you may be charged for the replacement

Troubleshooting must be completed by Veracity’s support team

  • Additional troubleshooting may be requested by Poly

 


 

What Happens if the RMA Request is Approved?

If the request is approved, Poly will send you an email with more information. You will need this email so if you don’t receive it, please check your junk folder and call our customer support team if you still can’t find it.

Poly Will Ship You a New Phone

Now that Poly has authorized a replacement, they will send you a new phone via one of their shipping partners (usually FedEx or UPS). When you receive the replacement device, take it out of the box and contact our support team so we can walk you through setting it up.

DO NOT throw away the box, you will need it to return your defective phone.

Send Back the Defective Phone

  1. Pack the defective/unused product in the box that the replacement product arrived in.

  2. Please ensure the RMA and part number are clearly marked on the outside of the box. (You can find this information in the email from Poly).

  3. Please do not return defective items such as microphones, cables, or power supplies.

The RMA service is a part-for-part replacement service. Do not send any additional items other than the specific part number(s) and quantities listed in the email from Poly. Poly is unable to return any additional parts received along with your listed defective part number(s) and will not be held responsible for replacement of such part(s) under any circumstances.

If you fail to return the defective product within 10 business days, you may be invoiced for the non-returned product(s).

It’s recommended that you retain a record of the return shipment information for your records.

Where do I ship the phone?

Please refer to the instructions that Poly emailed you. Generally, the phones are returned to the following address:

POLYCOM, INC. C/O FLASH GLOBAL LOGISTICS 5653 CREEKSIDE PARKWAY
LOCKBOURNE, OH 43137
UNITED STATES

It is recommended the RMA number (starting with SBL) be included on the return label.

It’s also recommended that your return address is included on the label.

We recommend following the instructions emailed to you by Poly to avoid issues. If you cannot find the email, please contact our customer service department.

Download the PDF Quick Guide for your Convenience

This PDF is for information purposes only. Please refer to the email from Poly for a full set of instructions

For any questions, please contact Customer Support at (800) 213-1315 or (801) 379-3000.