Email exchange: Poly PGS Obi Consumer Support v. consumer who returned OBi200. Updated June 28, 2022.

OBiTalk/Poly shipped Polycom OBi200 Google Voice VOIP box with outdated firmware. THURSDAY, JUNE 16, 2022

OBiTalk/Poly "support": forums, hidden "email" form. FRIDAY, JUNE 24, 2022

Poly PGS Obi Consumer Support <obi.support@poly.com> Jun 24, 2022, 6:39 PM

Dear Kenneth

Thank you so much for your prompt response

I've run a test on your OBi200 ... and everything looks fine

The device is added to your dashboard, firmware is up to date, and Google Voice is connected.

You should be able to make and receive calls by now.

Please confirm if you still need our assistance.

Ken: Jun 24, 2022, 10:55 PM

OK. It's working again. So why did it stop working for much of the day and what should I do if it happens again?

Ken: Jun 25, 2022, 9:18 AM

Failed just now. Rejected by service provider. Reason 603. Unbelievable.

Ken: Jun 25, 2022, 9:45 AM

I'm getting error 603 dialing a mobile number but I can receive incoming calls from that same number and I can call my home number, which is through a cable company, not a land line. My home cannot reach my Google Voice phone, which is attached to your OBi200.

Ken: Jun 26, 2022, 2:27 PM

I'm getting those same stupid error messages again today, Sunday June 26, 2022. Your OBi200 has fundamental intermittent failures.

Ken: Jun 26, 2022, 2:40 PM

I just requested a return of your OBi200 to Amazon. Approved by Amazon. I submitted comments to Amazon as to why, as described in this email thread.

Poly PGS Obi: Jun 27, 2022, 6:30 PM

Dear Kenneth

Thank you for the update

Regarding error message: Rejected by service provider. Reason 603

Could be on the Google Voice side or on our side

Sometimes just dialing the number 1 before the phone number resolves the issue
Other times you need to re-authenticate the connection between them or just configure the modem ports

Please do not hesitate to contact us if you need any further assistance

Ken: Jun 27, 2022, 6:34 PM

I returned it this morning.

Poly PGS Obi: Jun 27, 2022, 6:33 PM

Dear Kenneth Matinale,

We value your business and take pride in offering the best possible support. Your feedback will help us improve how we deliver services to you today and in the future.

Please share your feedback regarding Case nnnnnnn, raised with us on 6/24/2022 for your OBi 200 via our online survey. This survey takes less than 2 minutes to complete.

_________________________

My feedback in the survey:

Your product OBi200 shipped with outdated firmware, which caused me to spend one hour on the phone just to get your product registered. Then it failed and I returned it. Your support was almost impossible to find and did not solve or resolve.

You are too convoluted and oblivious.

_______________________

Added one day later:

_______________________

Poly PGS Obi: Jun 28, 2022, 9:11 AM

Dear Kenneth

Yes, we know that you returned to Amazon

I just want to let you know the reason why you're been getting that error message

The case number for your reference is nnnnnnnn. If you need any further assistance, please let us know.

For more options on how to connect with us please click on the below link and select SUPPORT https://www.poly.com/contact .

Ken: Jun 28, 2022, 9:19 AM

So what's the reason for the error message?

Poly PGS Obi: Jun 28, 2022, 10:31 AM

Dear Kenneth

Below you will find the message that I sent you yesterday

Also, you can just type the error message "Rejected by service provider. Reason 603" on the Google search bar and you will get a lot of information.

Regarding error message: Rejected by service provider. Reason 603

Could be on the Google Voice side or on our side

Sometimes just dialing the number 1 before the phone number resolves the issue
Other times you need to re-authenticate the connection between them or just configure the modem ports

Ken: Jun 28, 2022, 10:45 AM

Yes, I read that yesterday but it hardly constitutes an answer by a tech company. Suggesting today that I do a Google search confirms that. I'll include this exchange in my next post on my blog. Do you want the link?

Poly PGS Obi: Jun 28, 2022, 11:05 AM

Dear Kenneth

Regarding your inquiries

it hardly constitutes an answer by a tech company.
I am sorry that the answer is not satisfactory to your expectations.

Do you want the link?
Sure, no problem at all.

You can also visit our Forum at any time

http://www.obitalk.com/forum/

***   The End   ***

Updated June 28, 2022, 4:00 PM

OBiTalk/Poly "support": forums, hidden "email" form.

https://www.poly.com/us/en/support/contact/email-support#

OBiTalk/Poly support. That's it. Message just sent (no URL allowed):

After problems getting my new box working, it fails repeatedly. Finally I started unplugging and replugging to "reboot". It might work but fail again with cryptic messages like: has not received response from service provider; 603. Aren't you the service provider. Are you experiencing outages? If so, how can we check that? I posted on my tech blog: Feedback just sent to Poly at its request about the Polycom OBi200:

The OBiTalk tech person was good. But the OBiTalk website is terrible and you sent a new box, which needed your most recent firmware just so I could register and try to connect. You shipped a box which had not been updated to the needed firmware from eleven months before. And the instructions on how to update are buried in a forum in the bowels of your website. Ridiculous and unacceptable.

Oh, and I waited on the phone for an hour before the tech person answered.

________________________

OBiTalk/Poly shipped Polycom OBi200 Google Voice VOIP box with outdated firmware. THURSDAY, JUNE 16, 2022

OBiTalk/Poly shipped Polycom OBi200 Google Voice VOIP box with outdated firmware.

You can research the relationship between the companies.

Feedback just sent to Poly at its request about the Polycom OBi200:

The OBiTalk tech person was good. But the OBiTalk website is terrible and you sent a new box, which needed your most recent firmware just so I could register and try to connect. You shipped a box which had not been updated to the needed firmware from eleven months before. And the instructions on how to update are buried in a forum in the bowels of your website. Ridiculous and unacceptable.

Oh, and I waited on the phone for an hour before the tech person answered.