CX500 and CX600 Hook-Switch

sus
Occasional Advisor

CX500 and CX600 Hook-Switch

We have 30x CX500 and 2x CX600 Lync IP Phones which have been in operation for 1 year 4 months. We have had 3 phones (2x CX500 and 1x CX600) where the telephone hook-switch has partially failed. When the telephone handset is picked up the phone only sometimes registers it and this is very frustrating for users and renders the phone almost useless.

 

Has anyone else experienced this fault? Is this a known issue?

 

As the phones are out of warranty the repair cost is £85 per phone. I am very concerned this is going to cost us a lot of money to maintain our phones.

Message 1 of 4
3 REPLIES 3
SteffenBaierUK
Polycom Employee & Community Manager

Re: CX500 and CX600 Hook-Switch

Hello Sus,

 

I assume you are in the UK as you quoted Pounds for the RMA.

 

Could you please check the serial number of the affected units for me?

 

This is on the back of the Unit and displays the MAC address and a bar code and next to it shows the Revision.

 

Please provide some information on the units that are faulty and what the Rev of these units is.

 

Best Regards

 

Steffen Baier

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If official support is required please check how to phone or open a case here

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The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

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Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 2 of 4
sus
Occasional Advisor

Re: CX500 and CX600 Hook-Switch

Hi Steffen

 

Thanks for your reply. Yes the amount quoted is in UK pounds for a 30 day repair. Please see below for the faulty phone details:

 

CX600

0004F2965A85

REV D

 

CX500

0004F29630DA

REV D

 

CX500

0004F296AB44

REV ? This phone was actually replaced by polycom before the warranty expired. It was part of the same batch as the above.

 

Regards.

Message 3 of 4
SteffenBaierUK
Polycom Employee & Community Manager

Re: CX500 and CX600 Hook-Switch

Hello sus,

 

please contact your Polycom Reseller or Polycom Support directly => here <= and refer to the Switch Hook symptom.

 

Please have the serial numbers of the affected devices ready.

 

Best Regards

 

Steffen Baier

----------------

If official support is required please check how to phone or open a case here

----------------
The title Poly Employee & Community Manager is a community setting and does not reflect my role. I am just a simple volunteer in the community like everybody else. All posts and words are my own & do not represent the views of Employer.

----------------

Notice: This community forum is not an official Poly support resource, thus responses from Poly employees, partners, and customers alike are best-effort in attempts to share learned knowledge. If you need immediate and/or official assistance please open a service ticket through your proper support channels.
Please also ensure you always check the VoIP , Video Endpoint , Skype for Business , PSTN or RPM FAQ's
Message 4 of 4