Unhappy Customer

reeltrouble1

that avs thing fears F1.

He's Bad
He' Nationwide

I figure the guy had it planned all the way Al. Calculated. Your lawyers can advise the legal issue and protocol, you need to decide if despite that you should look at the big picture of customer goodwill, and Thanksgiving and Christmas. I say never back down to a bully or a troll. never ever.

RT1

Pauly

Gotta pay to play. :biggrin:

Idiots. They are everywhere.

I'll back Polk till the day I die!


Wheres the Kraken?

Pauly

chillywilly

I've never dealt with polk customer service but from everything i have read its always first class. I think people just don't think things in a logical sense when they get mad. If you don't pay it isn't yours it still belongs to the fianacer.

cnh

I'm pretty much in agreement with most of the above. My own experience with Polk CS has been excellent but no one is a 100%. Things like this happen and people fly off the handle. Is this guy right? No, not really...because he 'need's to also take responsibility for what he didn't do (make his payments).

I feel that one nasty review isn't going to lead to anything when read against ALL the positive feedback. Look, we all read product reviews and the first thing most of us do is throw out the over-the-top and the Manufacturer 'screwed' me posts. That's what any rational person would do.

I suppose this guy could resort to multiple posts under different handles...but Polk can track that, right?

So I say...let George Grand be our guide! IGNORE, please!

cnh

AudioGenics

nonpayment forcing collection is a big problem facing businesses offering customer credit.
especially in these economic times ( Mortgages in default Trillion of dollars !!! )
customers have many reasons ( rational or not ) why they are unable to pay.

" I'll gladly pay you next Tuesday "

The worst of human nature. Unfortunately.
Sometimes lenders make it too easy to borrow for non-qualified consumers

Credit card companies sending applications to babies or deceased names.
Government employees owes 3 BILLION in taxes !!!

It is a sales contract between 2 parties and
you can lead a horse to water but
you can't make him drink !

Caveat venditor

Jstas

Screw him to the wall, Al. The 6 payments thing is an extension of credit. Credit is supposed to be a good faith thing. He's obviously violated that. On top of that, He over-extended himself with the additional purchases. Hell, he probably over-extended himself with the initial purchase.

Take him to collections. Take him to court if he doesn't pay. He'd do that same to you.

If he flames away with an inaccurate story, send him cease and desist letters. If people ask Polk Audio what's going on, tell them that Polk Audio does not make public comments about matters under litigation and then refer them to your lawyer.



How do we handle the flea market when something like this goes down? It's not necessarily a lynch mob but the pressure gets put on to make it right or give it up. You have the sub. Repair the sub because it is your product and you want to stand by it. But do not ship it to him until he pays in full. If he doesn't like it, follow the legal route.


We all want nice things but we can't always have them. Sometimes people give us the benefit of the doubt and help us out by extending some level of trust. I've worked with a few people here to get myself some high dollar items. I made good on those items even when someone shipped something to me without full payment. That payment was always my highest priority and if I wasn't 100% I could make good on that arrangement I never would have asked for and made that arrangement.

This is all, honestly, on him.

vc69

I have to say that my heart is with Polk on this one. I think I would handle it just the way they have.

It seems the legal dept. would have a role to play in that decision. I am a member at AVS and believe me, I won't hesitate to sing the praises of a company I believe to be completely worthy of it. Polk Audio and specifically this forum and their CS is a model by which all other companies should aspire to.

/.02

devani

Al, take comfort in knowing that majority of people would not be doing this.... i personally wouldn't risk my status or integrity for few thousand bucks...

but still it's money and I would do the same if i were in your shoes...i did own a business for a while and it would suck if someone else did that to me...

and there's always two sides to a story...

AudioGenics

see people do not want to pay their debts.......

Retired Americans are racking up credit-card debt like never before, be it for vacations or medical expenses, and a surprising number have no intention of paying it off before they die.

Nearly 40 percent of retired Americans said they’ve accumulated credit-card debt in their twilight years — and aren’t worried about paying it off in their lifetime, according to a survey released by CESI Debt Solutions.

( by the way What was wrong with the Sub and why did it fail ? ) just curious

sda2mike

polk rules...they have a reputation that cant be questioned..little threat man needs to go away...slander will get you nowhere...find out if he has real property and place a lien on his stuff..might take awhile, but you will get paid...above all else: don't pay him any respect by refunding his partial rental of polk goods!

Big Dawg

I believe that Polk should honor the warranty and do the repair work. Then, the customer should be notified that the sub is fixed, ready to ship, and will be returned as soon as he has brought his account current.

Separately, I assume that Polk has policies in place for dealing with credit defaults. I would follow those policies to the letter.

Beyond that, I believe in freedom of speech. If he want's to bad-mouth Polk, so be it. However, if he misrepresents the truth and slanders Polk in any way, then I think that Polk would be within its rights to file a defamation suit against him, and I would encourage them to do so.

nguyendot

We'll stand behind our company. I have never seen them not take care of a customer.

Customers pay for their product. This person decided not to, and in my opinion at that point he ceased to be a customer.

AudioGenics

Would the disguntled customer be Angry
if the Subwoofer had NOT failed ?

Is he taking out his frustrations because of the failure
How much time had elapsed ?

What were the customers expectations ?

mmadden28

Unless the Credit Agreement has some statement (which we have no idea of its content at this point in the discussion) about repossesion, etc. for failure to pay, I say just ship the sub back to him as that will completely honor the warranty, esp this part:

Products replaced or repaired under this warranty will be returned to you, within a reasonable time, freight prepaid.

I don't condone the guy's actions, far from it--pi$$es me off. I'm with the view that if he bought this from a different vendor, and failed to honor his payment with them, that Polk would not have gotten involved (unless a court order was issued). I think it would be easier/less complicated to just deal with the collection of the debt and let the tarnishing of his credit be his rightful reward if he so chooses to continue non-payment.

Just curious:

Defective Products must be shipped, together with proof of purchase, prepaid insured to the Polk Audio Authorized Dealer from whom you purchased the Product, or to the Factory ...

Did he send proof of purchase? Was it insured?

sandworms

I think most of us use reviews when buying a product, but I think intelligent consumers don't take every review as gospel. I, for one, question harsh reviews unless their in the majority. When I see great companies with known outstanding customer support get a bad review I usually consider the source.

cnoat

Everyone on this forum know's polk has outstanding customer service.I for one will defend you guys whatever it takes.As I am sure most will do the same.Can't let a no good piece of **** trying to get something for nothing dictate the way a company operates.Polk is awesome.It always has been and always will be.He owes for the sub.Pay for the sub,and fix the problem.Simple.Sorry had a few drinks but people really get under my skin sometimes.

George Grand

He can have all his perceived damages, in either goods or cash. He has to come to HQ's during Polkfest '012 to collect.

The Solomon of my time.

Midnite Mick

Polk's customer service was above and beyond in my experience. I don't think they can buckle every time someone threatens them with slanderous comments.

Pay for sub in full prior to expired warranty period and it will be fixed....simple.

Regards,
Mike

AudioGenics

can't turn back the clock but had you been able to reach the customer
to have a conversation perhaps the outcome could be different.

without the specific details of both sides
(there are two sides to a story or at least the other Point of View)
or an exact timeline

if either side was in breach of the contract (legally decided) ?

we are left to the imagination.

inspiredsports

So I get it that this post was started as a heads-up in case the person described in post #1 starts posting misleading criticism here or elsewhere.

Has he surfaced yet?

TECHNOKID

inspiredsports wrote: »

So I get it that this post was started as a heads-up in case the person described in post #1 starts posting misleading criticism here or elsewhere.

Has he surfaced yet?

I don't think he would dare surface here but rather on other forums.

Big Dawg

George Grand wrote: »

He can have all his perceived damages, in either goods or cash. He has to come to HQ's during Polkfest '012 to collect.

The Solomon of my time.

Why not just cut the sub in half?

mrbigbluelight

mmadden28 brought up a good point:

Products replaced or repaired under this warranty will be returned to you, within a reasonable time, freight prepaid.

Understand that Mr. Cheesewhiz is behind on his payments, appears to be a Class A ****, and needs to be severely thrashed.
BUT: if you wrestle with a pig, expect to get dirty.
Polks reputation couldn't get hurt by this guy in his lifetime.
A Polk repair on his sub, shipped back to him prepaid, is MORE than he deserves.
Which is why Polk should do it.
In no way, shape, fashion or form would this be viewed as "caving in", IMO, but would just be another example of Polk doing the right thing because .... it is the right thing to do.
Even when dealing with a pig.

HOWEVER: once that's done, well ...... there's nothing wrong with Polk expecting to be paid. And demanding to be paid.

In any event, Polk CS doesn't have anything to fear.

mrbigbluelight

BTW, if anyone does happen to spot any particularly non-factually based negative posts on other forums, it might be nice to share that information here.

Real nice.

Gadabout

Few different issues here - his failure to pay, the sub needs work and he has threatened to post defaming (is that the right choice of words for a cooperation?) comments unless he gets his way.

My guess is he will go out and post and tell everyone he knows about what he thinks about Polk Audio - their equipment and people, no matter what the outcome is. Even if customer service goes out of their way for this guy, I don't think it will ever change his mind.

The other 2 items are bit more intertwined. It's all about ownership. Does a person who defaults on payments actually own the equipment till it is paid for? I guess part of this would depend on who actually did the financing too. If it was an outside source and Polk received all the $'s from the financier or if it was financed by Polk Audio themselves.

If the person makes the initial payment, and then gets the merchandise is an owner after one payment. The warranty should be honored and the product returned to him regardless of the payment history.

If Polk Audio owns the equipment till paid for then, Polk should keep the sub and not fix it and return it to him.

Again, it won't matter to this guy, what happens, he is going to do what he can to Blaspheme the good name of Polk Audio.

Personally, I would like to see a court order for repossession, of the equipment he hasn't paid for. That way you could return the sub to him and as he signs for it from the FedEx guy you could turn the corner with the local Sheriff, show him the repossession order and take back all that rightfully belongs to you.

Scott

evil ryu

yikes

AudioGenics

POLK Audio was available through authorized dealerships - limited distribution
made recommendation based on customer's wants and certainly qualified that customer
We got to know our customers really well.

Did you really know this customer ?

kab

I have to admit that I'm very suprised by the attention this post has gotten. Thanks to all for your advice and support. I have been reading and considering your posts and pm's..

You should know that, today, I instructed Factory Service to send a new amplifier to repair the sub.

Some here are worried that this action will invite others to take advantage of us. There is that risk. However I prefer to think that somewhere down the road Polk will be rewarded for listening to the advice of owners like you and for doing it right.

Al

ben62670

Congrats Al. You are a bigger man than a lot of us here. Polk CS remains top notch even when the customer doesn't deserve it.
Ben

nadams

Ultimately, I suppose you did the right thing for the customer. I just hope it doesn't end up like my old boss, who let the customer walk all over him to get them what they wanted.

In the end, I think you had the legality behind denying the warranty claim, you just chose to keep the internet airwaves clean.