If your office uses headsets or is planning on purchasing some, be aware that warranties between brands and even between those who sell them, differ. They’re not all the same in length and they’re not all the same in what’s covered and how.
This blog is intended to point out some basic differences in warranties for headsets used in your Office or Call Center. Hopefully, this information will allow you to be better informed when it comes to matters pertaining to headset warranties.
For many people, the subject of a headset warranty isn’t all that important. Among the factors used to arrive at a purchase decision, warranty is commonly low on the list. That is, until you need to use it. Then, the details about a warranty such as length, how to get an exchange etc. become significantly higher on the importance scale and can lead to a lot of frustration and wasted time if the warranty is poor and the company standing behind the product even worse.
That said, let’s take a look at a few of the differences.
Consumer type headsets such as the Plantronics S11 or S12 for example, come with a 1-year warranty. Commercial grade headsets such as the Plantronics M22 Vista amplifier and any “H” series headset top such as the HW710, HW540 etc. carry a manufacturer 2-year warranty. Some headsets such as the Discover D711 and D712 come with an industry leading full 3-year warranty. When it comes to warranties, most would agree that longer is better.
Some companies require that you answer a number of questions and try a number of troubleshooting things before an exchange is authorized. Truthfully, the intent is fine because the company is wanting assurance that everything has been tried before shipping out a replacement. The problem with this is a lot of people are unfamiliar with the technical details of headsets which can make this exercise challenging for everyone. Further, it can make the customer feel like they’re getting the third degree at the local P.D. Thankfully most companies don’t operate this way, but something to be aware of when shopping for new headsets.
A number of headset companies have a policy that a replacement headset won’t be shipped out until the defective unit is received. Though completely understandable, this does cause delay and inconvenience to the customer. The customer can’t get a replacement until they ship out the defective headset and its been received by the company. This is a common practice in the headset industry. What’s also common is trying to get the defective headset back once a headset has been advance replaced. When a headset has been advance replaced, the urgency of the headset issue has been resolved and the matter of returning the defective unit often times becomes lesser of a priority.
If you purchase headsets from a company that provides advance replacements, you’ll experience less downtime and shorten the time you spend cradling the phone on your shoulder while you wait to receive the replacement. No surprise that customers prefer advance replacements.
At Merritt Communications we’re one of those companies. That is, one that offers advance replacements. In our view it’s one way to deliver a higher level of customer service which is number one on our priority list. You won’t get tossed around like a ping-pong ball when you call either. That’s always very frustrating for anyone trying to get a problem resolved.
All the varying details surrounding a warranty peak in importance once you have an issue you need help on. As mentioned earlier in this blog, it commonly goes unmentioned and unappreciated in the early stages of vendor selection and purchasing. It would be my advice to anyone who’s in the position to purchase headsets not to overlook the importance of a warranty and what you get. It can play a very important role once you’re faced with an urgent issue that needs to be resolved quickly and efficiently. That’s when you’ll discover what you have, or don’t have, in the way of warranty coverage and support.
Here are a few warranty questions you can ask when shopping for new headsets.
- Can you tell me how long the warranty is?
- Who pays for shipping when I need to return or exchange a product?
- If I need to replace a headset, do you advance replace or am I required to ship the defective headset first before a replacement can be sent?
- When you send a replacement, is it a new product or is it refurbished?
- What shipping service do you use when sending out replacements? Ground, 2 day, overnight?
Need some help troubleshooting your headsets? We’ll assist you for free, even if you didn’t purchase them from us. Our mission is to help as many customers as possible, so don’t hesitate to reach out to us for some good old-fashioned customer service. We do it the right way and have for over two decades.
Looking for some new headsets? We can help there too. Download a free copy of our Headset Buyers Guide. This guide is packed full of helpful information designed to make your headset buying journey just a little bit easier. Click below to get your copy.