Customer service? Max SRs

We shall see. Spoke with Polk about the Magnifi Max SR issues. Said how nobody at Polk seems to be stepping in on the forums, mentioned all the issues we are having, said I want an RMA or recall, ask why numourous emails sent to them had been marked complete even though nobody even replied to me......got the "working on a firmware fix" spiel. They mentioned routers and other wireless devices. I mentioned it's the year 2018. Mentioned the problems have been ongoing since the start, product can't be returned, warranty running out with zero confidence of a fix. I have officially been upgraded to Tier 2.... and a response is supposed to be coming from the Tier 2 dude within 24-48 hrs.

To be continued......

Comments

  • mauimauermauimauer Posts: 1
    Keep us posted. They have promised a lot yet failed to deliver.
    (I already went trough a replacement sub, didn't improve the situation one bit)
  • henningehenninge Posts: 45
    Well, we are past 48 hours. Nothing. Will be calling them next week. And will keep you updated
  • polrbehrpolrbehr Posts: 2,123
    Neither is quality control. All one has to do is look at the first pages of Customer Service and Troubleshooting to see how many issues people have had this year alone, especially with the Magnifi series.

    I feel bad for KenS, it seems he's tasked with trying to clean up the mess on many occasions.
    So, are you willing to put forth a little effort or are you happy sitting in your skeptical poo pile?


    http://audiomilitia.proboards.com/
  • KennethSwaugerKennethSwauger Moderator Posts: 6,614
    From what I understand the upcoming firmware update should straighten all the issues. Hopefully the first part of this week.
    "And the house you live in will never fall down
    If you pity the stranger who stands at your gate" G.Lightfoot
  • Strong BadStrong Bad Posts: 4,196
    F1nut wrote: »
    Polk customer service is not what it once was.......another thing the current ownership hasn't understood from day one.

    It's definitely not giving me the warm and fuzzies of late!

    No excuses!
  • reinhardtkreinhardtk Posts: 1
    Hi henninge,

    any update yet?....as i have the same issue!..see Polk's response below.

    Subject
    Polk Magnifi Max SR 5.1 system - Subwoofer making low frequency distortion noise and popping sounds

    Response By Email (Tom C.) (07/30/2018 07:42 AM)
    Hello,

    Unfortunately, the popping noise is a firmware issue with the MagniFi Max SR. We are currently working on a fix to stop it from happening, but at this time, I have not been given a projected date for when the fix will be ready to go live.

    Tom Carter
    Customer Service Technician

    11500 Cronridge Dr
    Suite 110
    Owings Mills, MD 21117
    www.soundunited.com
  • henningehenninge Posts: 45
    edited August 6
    So - I still haven't received a phone call back - who much for tier 2 whatever that is. I will be calling Tue or Wed of this week to followup.

    However, updated firmware (v 103) is much better atleast in my case. Sub reverberation is seems to be fixed. There are still issue with the SRs, but less than before - I was told the spiel about ? Is it near a router? POLK - that really needs to be stopped as a cause. It's a wifi speaker! Don't sell wifi speakers then - only those with routers are buying by them!
    Post edited by KennethSwauger on
  • KennethSwaugerKennethSwauger Moderator Posts: 6,614
    I'm pretty sure Polk is aware that it's a wifi speaker and that it will be used in conjunction with other wireless devices. The problem is if owners place a network router directly beside their speakers.
    "And the house you live in will never fall down
    If you pity the stranger who stands at your gate" G.Lightfoot
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