Don't buy Avaya 9631 wireless phone! 2

[kcbell]

We must have about (50+) Avaya 9631 in-house. This model is very bad.

Problems:
1) It comes right out from the box with intermittent reset problem. When the phone rang and you tried to answer the call then the phone went into reset. The display went blank as if you just turned on the phone.
2) Using the 9601 to call someone, they can tell you are using this phone because the volume is way lower than the older model 9601 or any desktop phones.
3) The price is way too high for a in-house wireless phone. My price is $~600 per phone with no charger.
4) Support is none from Avaya.

If you are planning to install this in your company, think twice before you do it because it is not a sound investment. I know it integrate seamlessly with the Avaya PBX but if it is a high maintenance items. It is not worth the money.

kcbell

 

[Kwick18]

We have 80+ and have the same problems.
People will be in the middle of a call and the phone will turn off.
How many others are there? Has AVAYA given you any solutions?

 

[kcbell]

Kwick18:

Avaya had never addressed this reset problem directly. What they've been doing is swapping phone with us. The reset problem is more noticable with the 9631 phones. The 9601 (older model) did not have this problem. The 9601 has display problem. I think the reset problem has to do with the battery contacts are not making a good contact with the phone and or something is really loose inside the phone.

Do you have the low volume problem? Avaya said it may be the version of software that we have is not compatible. I think we have version 8. Overall, I am not happy with this product as well as their support.

 

[Kwick18]

We only have the 9631 phones.
Avaya has spent almost two full days diagnosing the problem and have given this solution.....
The batteries on the phones are not being refreshed or charged properly.
I will let you know what happens.
Our Avaya team has been fairly good at responses to our problems. Do you have maintenance contract?

 

[kcbell]

No, we don't have maintenance contract with the 9631 phones. However, we have been using the 9601 since 1Q of 98. We've been getting the 9631 since may be two years ago. We do have maintenance contract on our PBX and Audix but not all hand set.

I am not sure their solution is valid because all the phones that has reset problem showed the battery is full charge. How about volumn problem? When one use the 9631, the volume is lower than regular desk set. Do you have the same problem?

We used this type of phones for IC fab manufacturing environment. The reception is vey bad inside the fab. What is your application?

I am glad someone out there is having similar experience I have with the 9631 phones!

 

[Ariadne]

I support approximately 50 9631 wireless phones. Nothing but troubles. Approximately 2 months ago there was a QPPCN or whatever Avaya calls their quality control group where these phones were recalled if they had a serial number dated before 99XX (I think was the date...)

They replaced a significant number of our phones and I still have troubles with the screen blanking out while users are on a call or if there is an incoming call.

Does anyone know of a better solution that allows for the functionality of the 9631 without the administrative headaches?

 

[jaymzter]

If your phone is doing an actual reset, the issue may be between the battery and the phone itself. The charger/battery suggestion is for a completely different issue, mostly found in older units. I would check the contacts between the back of the phone and the battery for any evidence of scoring or pitting. This could lead to intermittent power issues, and can only be fixed by replacement.

 

[Guest_imported]

I support about 80 of these phones as well and we are dealing with the same things. We first had the low volume prob and this was fixed by a tier 3 tech from AVAYA. Not sure what they did but it was in the firmware.

AS far as the reset problem we are still having this. One thing that helped, but did not eliminate is to put the phones in the cases instead of clip. I'm not sure if this was a coincidence but it did slow down problems a bit.

Overall this is a very sucky phone system and I do not reccomend it to anyone.