question

We were given 2 Polycom IP335 in exchange for signing your annual contract. We never bothered to open up the boxes until weeks later. As it turned out, both phones are what some would call "plug & pray". Hours spent with tech support taking control of our network trying to fix the problem, elevating up to Tier2 support and they finally gave up trying. That was just the 1st phone, we just opened up the 2nd box yesterday and guess what? The phones were so old that the firmware was on version 2 when Polycom already has versions 9, 10 or higher. At first, we were confident enough to have shipped the 1st phone out of the US as a first step for better communications with our offices abroad and this is what we encountered. That's why we had the 2nd phone opened up before shipping and it has the same "url" problem. While you agreed to replace the phone we have, you insisted that we ship the paper weight back to the US or else, no replacement. We offered to deliver the defective phone right at your Manila office but that wasn't good enough, we still have to spend the money shipping the phone back because of some Shipping Dept issues that you have. As far as we are concerned, we are dropping it off right at your very doorstep as it is your office, not some PO box you have in some remote location. While your local office is not intended to accept defective units, it is still your office. We did not start this mess, you did. So now, 2-3 weeks have passed since our last call ended in a stalemate of where to send the defective phone. We have not even called in yet for the 2nd phone as we are not keen on the idea of you spending another 6-7 hours taking control of our network in our US main office and spending our man hours just so you could try figuring out what to do with a problem that should not have been there in the first place. We are assuming ticket # 05343806 is still open after all these weeks of silence?