Superior Customer Service

I just wanted to take a moment to praise the outstanding customer service of Polk Audio. I have owned many brands, but by far Polk customer service is so much better than the competition. The superior service and support, and of course, the great sound was one of the reasons why I own several older Polk products over the years to include three Micropro subwoofers DSV 3000 and two PSW-505s, a pair of LS90s, LSi 7s, LSi Center and now a pair LSiM 706s. I have enjoyed all of the Polk products that I have owned and I think compete very favorably with brands costing a lot more. I would put my LSiMs against any monitor, including B&W 805s.

Among some of the worst customer service is Arcam, Project and Marantz and not sure of other people's experience but I always found Polk to be the best. On several occasions, they honored their warranty even past the expiration date. I own Anthem, Paradigm, Definitive Technology, Pioneer Elite, Onkyo, Yamaha, Peachtree, SVS, Velodyne, Adcom etc. and consider myself to be an audiophile. I think for me besides the sound is whether the company stands by their products and are genuinely helpful. I know that has not been my experience with other companies.

Comments

  • F1nutF1nut Posts: 39,611
    Did you know that Polk, Marantz and Def Tech are owned by the same company?
    Political Correctness'.........defined

    "A doctrine fostered by a delusional, illogical minority and rabidly promoted by an unscrupulous mainstream media, which holds forth the proposition that it is entirely possible to pick up a t-u-r-d by the clean end."


  • AngerBAngerB Posts: 20
    I've had the opposite experience so far with one of my 705's. They sent the wrong parts after 6 months, for example. Granted the delay was mostly my fault, however, their CS is not great or superior in my opinion.
  • F1nutF1nut Posts: 39,611
    So, you wait 6 months and get the wrong part then complain implying that the 6 month wait was Polk's fault and you think anyone is going to take you seriously!?! What a hoot.
    Political Correctness'.........defined

    "A doctrine fostered by a delusional, illogical minority and rabidly promoted by an unscrupulous mainstream media, which holds forth the proposition that it is entirely possible to pick up a t-u-r-d by the clean end."


  • AngerBAngerB Posts: 20
    edited June 19
    I didn't fully explain. I didn't wait 6 months, my speaker has been broken for 6 months, but I tried many times during the first month to get it resolved and had to quit due to other tasks. I had many calls and emails to their CS dept from mid December to late January. Most of the time they don't answer the phone nor reply to voicemail messages, nor reply to emails. Any time I got thru to them, they always gave me a task to diagnose. After I completed the task to diagnose, there was another task. Repeat this process of calling, emailing with no answer and getting assigned tasks to diagnose three or four more times. I got busy with a friend's house project and my income taxes for the two jobs I work. So fast forward four months and I pick up the issue again and finally get thru to their CS dept after another series of four emails and unanswered VM messages. I get sent the wrong parts. I don't care what you think about my situation and how hooty you think it is. I still have one of my 705's in pieces six months later. I just called again today at 2:15pm. Recording #1 says I called during off hours and normal hours are from 10am to 6pm. I called again and left a VM for CS about the email I sent this past sunday. That is NOT great CS.

    For the record, I own a pair of 707's as one setup, and a broken pair of 705's, a pair of 703's, a center 706 and the 702fx in a separate setups. I've spent a lot of dough on polk speakers. If I don't hear back from them by next monday, regarding getting my incorrect shipment fixed so I can repair my equipment, I'm going to be even less satisfied with their customer service.
  • EndersShadowEndersShadow Posts: 15,607
    @KennethSwauger Swauger
    "....not everything that can be counted counts, and not everything that counts can be counted." William Bruce Cameron, Informal Sociology: A Casual Introduction to Sociological Thinking (1963)
  • KennethSwaugerKennethSwauger Moderator Posts: 6,404
    I'll have a friend contact you via email.
    "And the house you live in will never fall down
    If you pity the stranger who stands at your gate" G.Lightfoot
  • sbb2112sbb2112 Posts: 52
    I have had nothing but the best from Polk and for that matter, Marantz customer service. Maybe its my technique but everytime I have asked for something, and listened to the reply and if I didn't understand it, went back and verified the issue was as I explained and called back with better info. Most of the time any situations that weren't solvable initially, were with a little better communication. Documented who was spoken to, when, when followed up on, dates to be shipped parts, tracking #, etc. Sure makes the process go a lot better. Just my 2c.
    Main System

    Marantz AV8802A PrePro
    Marantz MM7025 Amp rear surrounds
    McIntosh MC7205 Amp center, ceiling and mid surrounds
    McIntosh MC300 Amp front mains
    Oppo 203 Bluray
    Polk SDA-SRS with VR3 monastery crossovers
    Polk FX1000 Mid surrounds
    Klipsch RP-440C Center channel
    Klipsch RP-15M Rear surrounds
    Bose 151 ceiling surrounds
    Polk PSW 650 sub
    5TB usb media storage disk
    Samsung 8500 curved screen 65" LED 4K

    Office System
    Mcintosh MX132 processor
    Oppo 103D Bluray
    Polk SDA-SRS 2
    Parasound HCA-1500A
    2TB usb media storage disk

    Polk CS400i center channel -in storage
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