Im getting irrate

I ordered parts over the phone over 2 weeks ago and never recieved them so i called to inquire. I was told after looking up my name that there was no such order made, yet i have a charge on my card from polk audio on that date with a transaction number and everthing.
I have called 3 times now and have received the run around or placed on holdfor 29 min while "we look this up" only to have the call mysteriously drop.

This is crappy customer service polk audio..

Either make it right or give me my money back.
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Comments

  • vmaxervmaxer Posts: 3,691
    Wow, hope it works out for you.
  • KennethSwaugerKennethSwauger Moderator Posts: 5,793
    Let me see what I can find out.
  • KennethSwaugerKennethSwauger Moderator Posts: 5,793
    I've sent you a PM...
  • 1976doc1976doc Posts: 251
    replied
  • @1976doc, how can I help?

    This was for the 4 drivers correct? I know Mike M was working on it for you. There is a request in to our Credit department right now. That request went in 12:30 Eastern Time this morning. We are working on it, I have IT trying to pull it up.

    Please PM me any more important details.

    Sorry for the hassle.


    @la2vegas, that is not helping the situation.
  • pitdogg2pitdogg2 Posts: 6,575
    Ken,
    While I agree the comment was a little uncalled for, however there has been some trouble with what was the best customer service dept. bar none on the planet in the last few years. This does not seem to be getting better, this seems to be the new norm at Polk CS. These run a rounds or misunderstandings didn't seem to happen at all between 2009-2015. This as much as anything can and does get to the internet. For every one you do hear about there may be a lot more you do not and those are the ones that kill trust. I remember calling in one day and talking to Helen who was so knowledgeable about everything. Helen in turn turned me over to Kim who was actually the employee who asked me to come to club Polk Forum and sign up. I have been very happy I did. I have reached out to Kim a number of times over the years to pick his brain. You need more employees like those two. I know Helen retired and I also know Kim was the head of CS at one time.

    Either way you used to never hear about long waits, dropped calls,mishandled orders or plain old no one answering the phone for hours and if I remember correctly days at one time.
  • 1976doc1976doc Posts: 251
    @1976doc, how can I help?

    This was for the 4 drivers correct? I know Mike M was working on it for you. There is a request in to our Credit department right now. That request went in 12:30 Eastern Time this morning. We are working on it, I have IT trying to pull it up.

    Please PM me any more important details.

    Sorry for the hassle.


    @la2vegas, that is not helping the situation.

    It was for the drivers.
    I appreciate the help, im trying to keep it civil up in here.

    And @]a2vegas, thank you.. dont sweat it, i knew you were pokin.
  • I can't speak to anything before 2013.

    I did tech support for the company February 2013 until February of this year. Now I am in a different role for the company.

    I agree, the customer service agent that was helping Jeremy should of explained what we were doing to help him better. I confer with these guys everyday because when something like this happens it is usually escalated to myself.

    The comment wasn't a little bit uncalled for, it was totally inappropriate when you don't know the whole story. I'm the one that is try to draw the lines for everyone.

    This is being worked on for Jeremy, it will not slip by the wayside.
  • teekay0007teekay0007 Posts: 1,866
    1976doc wrote: »
    ...thank you.. dont sweat it, i knew you were pokin.

    That's what she said! :p
  • 1976doc1976doc Posts: 251
    Well.. still no word.. not even a confirmation that they found the transaction.
  • tonybtonyb Posts: 27,204
    1976doc wrote: »
    Well.. still no word.. not even a confirmation that they found the transaction.

    Like I said in another thread....priorities man, priorities. Someone down there needs to get on their game and get you taken care of.
  • nguyendotnguyendot Posts: 3,514
    This is disappointing to read. I send new people to this forum all the time and posts like this make me look like a fool.
  • mrbigbluelightmrbigbluelight Posts: 7,025
    You won't get an argument from me, and that's saying something.
  • 1976doc1976doc Posts: 251
    So i got a box today from fedex shipped under a mispelled name.3o3xfg7st7c9.jpg
    I picked it up and it was heavy on one side only which i thought was odd, but being from polk audio i was excited. Upon opening up a very poorly packed box i see this.
    oi77fafjt8nd.jpg
    One driver is completely destroyed.
    cak366ghth75.jpg
    Another driver has gouge marks in the cone from another driver hitting them.4e6z6oc5yde9.jpg
    The only driver that i think didnt roll around freely in the box during shipping received scrapes all over the basket and seal.iccyhfc16qj9.jpg
    8y8gyfo5klqf.jpg
    Soo.. now what do i do?


  • nooshinjohnnooshinjohn Posts: 15,878
    Proof positive that the biggest issues at Polk Audio are the poor choices forum members make for their avatars and the potential damage long time members are doing to the brand... (insert sarcastic roll of the eyes here)
  • 1976doc1976doc Posts: 251
    Whaaaaat? I dont get it.
  • la2vegasla2vegas Posts: 1,587
    1976doc wrote: »
    So i got a box today from fedex shipped under a mispelled name.3o3xfg7st7c9.jpg
    I picked it up and it was heavy on one side only which i thought was odd, but being from polk audio i was excited. Upon opening up a very poorly packed box i see this.
    oi77fafjt8nd.jpg
    One driver is completely destroyed.
    cak366ghth75.jpg
    Another driver has gouge marks in the cone from another driver hitting them.4e6z6oc5yde9.jpg
    The only driver that i think didnt roll around freely in the box during shipping received scrapes all over the basket and seal.iccyhfc16qj9.jpg
    8y8gyfo5klqf.jpg
    Soo.. now what do i do?


    Whatever you do, please don't get irrate. Heck, I'm getting irrate for you on this one.
  • JstasJstas Posts: 13,451
    Unsat.
  • nooshinjohnnooshinjohn Posts: 15,878
    edited June 17
    I'm beyond irate for him at this point. We spend a lot of time here talking up the brand and defending it. Then stuff like this happens while forum management is more concerned about somebody's avatar projecting a negative image of the brand than actually fixing the issues that are truly harming Polk's reputation. This is proof that there is far more wrong at Polk Audio than a few avatars.

    I am terrified of what those beautiful karma Monitor 7's will look like after they get shipped...
  • jeremymarcinkojeremymarcinko Posts: 2,597
    Yeah but do they sound okay?

    Kidding of course, that sucks. You don't happen to drive a Porsche do you?

    I know Polk will make this right, but man that's just sad.
  • vmaxervmaxer Posts: 3,691
    @KenCustomerService ,

    Not sure what kind of responses you expect here, but when we see the dictates from the new sheriff in town about how we are hurting the customer base......

    I know everything isn't your fault and you can't control everything, but this is totally inexcusable.

    Polk should refund the money and overnight replacements at the very least.

    I cannot imagine anyone not knowing better than this.
  • jeremymarcinkojeremymarcinko Posts: 2,597
    So this actually makes sense. Your order was lost which explains why you didn't get it and the package was mishandled in the process. Polk couldn't find your order because the name was misspelled, most likely. Really unfortunate, I hope it works out for you.
  • vmaxervmaxer Posts: 3,691
    So this actually makes sense. Your order was lost which explains why you didn't get it and the package was mishandled in the process. Polk couldn't find your order because the name was misspelled, most likely. Really unfortunate, I hope it works out for you.

    He had a order number, no excuses at all.
  • jeremymarcinkojeremymarcinko Posts: 2,597
    Touché
  • vmaxervmaxer Posts: 3,691
    edited June 17
    Touché

    @jeremymarcinko

    I'm sorry if that came across wrong, meant no offense at all.

  • EmlynEmlyn Posts: 1,773
    Looks like the result of poorly trained shipping staff or like something a disgruntled Amazon warehouse worker would do at the end of a 12 hour shift.
    Replacement speaker drivers from Polk used to be packed in individual cardboard boxes designed so the drivers would not bounce around during shipment or connect with each other. I'd recommend going back to doing that. After all, the drivers do have large magnets on them!
  • pitdogg2pitdogg2 Posts: 6,575
    edited June 17
    Now Ken lets hear the whole story.....

    Inexcusable packing, inexcusable customer service. Epic failure on both accounts.
    Put on Facebook put it on Twitter let the whole world see...
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