Hello Mike,
As already mentioned in my original reply you or your client need to raise an RMA.
I provided you with the relevant link in my reply
The above should allow you to raise this RMA.
If this is not possible the company who sold the phone (I believe you spoke to them) needs to do this for your client.
Please ensure to provide some feedback if this reply has helped you so other users can profit from your experience.
Best Regards
Steffen Baier
Polycom Global Services