700466105 DECT 3720 HANDSET 3

[DirectelTech]

Hi there everyone.

I would just like to know if anyone else is experiencing this issue.

We have a large failure rate with the 3720 handset where the keypad starts to fail when pressing it around the 4, 7 and 8 area. There is no internal support built into the keypad to support the keys and after a short period of time my clients are complaining that they cannot dial anymore as the inside bits do not align anymore.

At the moment we have about 320 of these with one client and are having to swap out between 5 - 15 of these unit on a monthly basis

We have escalated this to Avaya and their response back from Ascom was that we are using the handsets in the wrong environment. We give them to sales people to use, I do not believe this is the wrong environment.

Please could you let me know if you are experiencing this issue or is it only happening in South Africa.

Your feedback would be appreciated.

Kind regards

Frustrated

 

[intrigrant]

I recently deployed a system with 40 3720 phone, two had that problem straight out of the box, three more within two weeks.
I had noticed this before but these customers have no SSO contract, then there is little to do about.

 

[holdmusic34]

Ascom are really shitting me off lately. We have a meeting with them on Monday.

If the supplier didn't specify the environment they have to be used in before purchase then return them as not fit for purpose. They have an obligation to repair or refund. That's it.

Remember your training and you will make it back alive!
'Would you like to know more?'

 

[dzajroo]

we stopped offering 3720 to our clients, shitty rubber keyboard last half-year if lucky ..way to many issues with keypad around 4/7 numbers.... DECT 3725 is our preferred model to use (no reported issues with these so far)

 

[DirectelTech]

Hi there, thanks for the feedback.

I would love to use this forum to get a whole bunch of responses so that I can stick it to Avaya and their so called investigation and escalation procedure.

If you know of anyone else who has had this issue, please ask them to post here so that I can take a global response back to Avaya/Ascom.

Lets see if a united front can sway this bunch

Thanks

 

[intrigrant]

Don't worry, Avaya monitor this forum closely although they say not.
They are just like NSA, deny anything.

I think they already have a internal discussion on this one...

 

[derfloh]

Like with 3740 where the rubber is gone after about one year? Most of our customers replace them with 3725.

I'm a little anxious about a potential new customer who needs seven 3749 (!) because of the need for the dead man functionality. And they want a service contract...

 

[ReginaldJ]

Good day, I too have problems with 3720 handsets. Key pads collapsing (going soft) and numbering on keys fading. This is really frustrating, thought we were the only support company having this problem. This is really tarnishing support company's images.
Very keen in hearing any feedback.

Thank You

Reg Jason

 

[DirectelTech]

Hi Reginald.

So after a huge fight with Avaya, who apparently went to supplier, I ended up with a great "No Fault on product" response and have a nice day.
Our choice is now to either supply the 3725 or come up with another plan.

Regards

Kev

 

[derfloh]

You will get the same answer if you tell Avaya that the rubber of a 3740 begins to 'disappear'

 

[amriddle01]

We never sell any Avaya DECT or WiFi handsets, ever. A decision that has served us well and never lost us any customers or gained us any angry ones for that matter