Unhappy Customer

McLoki

While your resolution will set, once again, the standard for customer service in this or most other industries - I am sure the deadbeat owner will never breath a word of it. (unless it is to badmouth the product or tell people how he forced Polk into submission.)

You took a much higher road than I would have, but then again, I would not have forums praising my customer service either....

txcoastal1

Upon return send him a nice letter that the return was in respect to Polk's customer service not his idol threats

nadams

txcoastal1 wrote: »

idol threats

idle... :redface:

I doubt he's idolizing Polk :frown:

treitz3

kab wrote: »

I have to admit that I'm very surprised 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

Al, I sure hope that there was a second party financing. If there wasn't? Holy-moly, Polk has gone way beyond [and then some] what corporations, [big and small] could only hope to achieve in regards to customer service.

Regardless, good luck for another satisfied Polk owner [said loosely]. Rock on!

AudioGenics

" Putting Customers at the Center of your Business "

....the company has to commit to owning the customers' problems
and working creatively to solve them....

When social media propagate a complaint about poor customer service, an international media event ensues. How do viral videos spread and what can firms do about them? This case dissects an incident in which a disgruntled customer used YouTube and Twitter to spread a music video detailing United's mishandling of his $3,500 guitar and the company's subsequent refusal to compensate him. The song was called "United Breaks Guitars." Within one week it received 3 million views and mainstream news coverage followed, with CNN, The Wall Street Journal, BBC, the CBS Morning Show, and many other print and electronic outlets picking up on the story. The mechanics of viral propagation are uncovered and the limited opportunities for response by the firm are revealed. The case supports the notion of the Internet as an insurgent medium, better at attack than at defense.

http://www.guzer.com/videos/united-breaks-guitars.php

how Taylor Guitars capitalizes on this issue

http://www.youtube.com/watch?v=n12WFZq2__0

treitz3

Yeah, yeah, yeah. The same thing happened against Flea-Bay. You don't see them losing any money, do you?

TECHNOKID

kab wrote: »

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

Now that Polk has decided has decided to honor the terms of the equipment warranty, I would hope that Polk will also consider making the appropriate pressure on this abusive so called consumers in order to make sure he pays his tab along with efty penalty high interest for the late payments along with any residual payments left by means of legal actions. By doing so, while Polk is honoring his part of the bargain, Polk also make sure that the so called consumer gets treated fairly but is not allowed to abuse Polk's willingnes to provide outstanding service. Great customer service by no means should entice any company to be abused by any irresponsible consumers.

Polk has the right and responsibility to stand against and not give in to crooks. If you think about it, somewhere down the line if such is let go and allowed to happen it will surely not remain an isolated incident and the honest thruth about it is that rather the offenders paying the price for their wrong doing it will more likely be the honest Polk consumers that will wind-up paying the tab for those thieves. Therefore, a FINAL notice should be sent to the offender giving him notice that he MUST pay any undue money for both of his purchases otherwise if full payment is not received by Polk's deadline, Polk's mandated authorities will sease all the goods that were under the so called credit plan. This is a sad day to see an honest company being abused in such a way while caving in to a crook wrong doing.

Cheers!
TK

Fongolio

Unreal customer service Al!! The guy still wears the A$$hat and is still a **** that will be flushed. Just not by Polk Audio Customer Service. At least not today.

Bobsama

kab wrote: »

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

I think this is the right decision. Polk isn't a gigantic megacorporation, but losing money due to lending is a risk of business. Loans have associated risk levels. Even in a perfect economy, you'll still have people who overextend themselves or just plain steal. Either way, Polk has already lost money on this deadbeat regardless of if he pays up or doesn't. Following up legally is the best route in a situation like this. Problems like these are why corporations often hire lawyers or keep lawyers on retainer. I hope he pays up, but I don't expect it. A few black marks on his credit report are about all that can be expected.

TroyD

I'm with Al on this......

I think the wise thing to do is to honor the warranty.

Why? I once read that a person who receives exemplary service will tell 2-3 people. Somebody who perceives that they got the shaft will tell as many as they can....which this tool would probably do. I also think he is unlikely to add the part. 'Polk wouldn't honor thier warranty.......because I haven't paid for the item. That part sure as Christ made little green apples won't see the light of day.

So, yes, you could not honor the warranty but it's very likely that he'd turn away as much business as he could.

People used to say that about LL Bean's lifetime warranty on thier products. Sure, some people probably do abuse it...however, I'll tell you that I buy more stuff from LL Bean because of the warranty....and LL Bean seems to be doing OK.

BDT

george daniel

kab wrote: »

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

+1-- doing the right thing,,, it's what sets Polk apart from others.
Tip of the hat,,to you gents who remember where your roots are.
Respect and customer service,,,Polk screams "we don't forget what/who got us here"
You folks are,,,"Top Shelf"

Jstas

I'd still send him to collections and make sure a delinquency report hit his credit report.

Big Dawg

kab wrote: »

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

Al, like the others above, I agree that you did the absolutely correct thing in honoring the warranty. Even from a financial perspective, the value of Polk's customer service is worth more than a few thousand dollars worth of equipment.

However, also like some others, I do think that you need to hold the "customer" accountable for his financial commitment.

I've not used the 6-payment plan, but I did test the online site to see the language used to protect Polk when setting up the 6-payment plan. I didn't go all the way to final checkout, so I'm not sure if I missed something, but from what I can tell it looks basically like the honor system.

As an organization, Polk may wish to rethink the no-credit-check aspect of this policy, or else be willing to live with more outcomes like this one.

kevhed72

The 6 -payment plan on Polk Direct...free of interest...pretty good deal if you ask me....(first time hearing of it)
As far turning this guy over to a collections agency, from an ideological standpoint, I would absolutely turn him over.

TECHNOKID

Jstas wrote: »

I'd still send him to collections and make sure a delinquency report hit his credit report.

Fully agree, this is a MUST!

Big Dawg wrote: »

...As an organization, Polk may wish to rethink the no-credit-check aspect of this policy, or else be willing to live with more outcomes like this one.

Fully agree even furthermore, I would suggest Polk simply crash any credit offering, speakers are a luxury and if one has to go though extensive crediting in order to own them, well he simply can't afford them. Polk should leave the credit business to the appropriate people and keep on doing what they do best, provide decent speakers at great pricing along with outstanding customer care. Polk doesn't need neither deserve this kind of pain.

Cheers!
TK

fossy

It makes me think what other companies this pea-brain has taken advantage of.
Couple or 3 thousand dollars obviously is not gonna bring Polk audio down but in the state of the economy today for some people, they will take advantage of each & every way to rip off the honest/ kind majority of the population.

Al, as always, you & Polk have gone above & beyond. Good on you.

The situation just seems to silly to be true.This guy could be a scum bag laywer looking very closely at the agreement between the two parties & see a loop hole with the warranty thing, trying to make a quick buck.

He doens't deserve to own POLK products or to deal with the best customer support in the country.

I'm not a member at AVS but some forums let the other members see the IP addy"s. He can be traced .........:biggrin:

brettw22

This guy 'bought' over $3k worth of stuff, and only paid 1/6th of everything he took Polk for.

I recommended that they build something into the 3/6 month agreement that says there is no warranty until all items are paid in full.

The guy will get his in the end........

Joe08867

About time you fix my Sub!!!






















Just Kidding.

Bobsama

brettw22 wrote: »

This guy 'bought' over $3k worth of stuff, and only paid 1/6th of everything he took Polk for.

I recommended that they build something into the 3/6 month agreement that says there is no warranty until all items are paid in full.

The guy will get his in the end........

I disagree with "until all items are paid in full". I'd say that warranty should only apply to accounts that are in order; you shouldn't be screwed over for months because of a factory defect. If a company did that to me, regardless of their CS record, I'd return the product, demand a full refund, and take my business elsewhere.

Just recently I had a very bad experience at a greasy spoon that I've been to a few times. I ordered a Turkey Club and they served me raw bacon. My only real regret is not having a camera to take photographic proof of their ineptitude. Because so many things went wrong (poorly made sandwich, long wait, no service), I refuse to patronize them anymore.

hockeyboy

I say keep the merchandise and refund his one payment. He can feel free to buy another and up to Polk if they choose to extend credit.

mrbigbluelight

I believe Polk did the right thing.
"Above and beyond" ? Oh, heck yeah.

But .... as others have mentioned it reaffirms Polk's commitment to its customers even when it is glaringly obvious they are in the right.

Now, if this "customer" in the future decides to voice his opinions on other forums in the future, then so be it.
Hopefully, they will be an acknowledgment of Polk's excellent CS.
That would be a good thing.

If not ............. then I doubt there's a forum on the internet that's audio related that one of us isn't on.
And that's a good thing.

Nice job, IMO.

vmaxer

kab wrote: »

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

Unbelievable, I don't think I would have done it, you certainly went way past above and beyond!!

I love Polk products and the customer service!!

I hope the customer comes around and pays, but he probably won't.

newrival

I'm really impressed with the you guys taking the high road on this. Really impressed.
He certainly deserves much less. My fear is that jerks like that never learn their lesson. He obviously had the stones to send in the sub like there was nothing wrong.

The one thing that im curious about, is that since he is financing it, does that make Polk the lien holder? perhaps it doesnt work that way.

As has been mentioned time and time again, Polk's CS is incredible, even to those that are undeserving of it.

newrival

i searched avs and didnt see anything, did he end up posting?

concealer404

Interesting read.

I wasn't even aware that you could order directly from this site, let alone about the 6 month "honor system."

Safe to assume that the 6 month or 3 month plans don't apply to items listed on the Polk Store on ebay, yes?

jephdood

I haven't gone through this entire thread, but I would have sent him a return label for the sub for "repairs", then sent him a note saying he was delinquent on payments and kept the sub to sell as B-stock to recoup the remainder owed.

A-holes like this should NOT be rewarded, and I'm sure whatever 'stink' he raised would be about as worthless as his credit.

Willow

I'm with Polk's decision. They did what they said they were going to do. It can't come back and shoot them in the foot later. Good on you Polk! I highly doubt this guy can influence others. Polk has been and will always be Top notch in the CS area!

exalted512

I personally just lost a little respect for Polk today after reading this.

Send me some LSi's and I'll retract this post:rolleyes:
-Cody

TECHNOKID

exalted512 wrote: »

I personally just lost a little respect for Polk today after reading this.

Send me some LSi's and I'll retract this post:rolleyes:
-Cody

Have you paid your 2 orders yet

treitz3

exalted512 wrote: »

I personally just lost a little respect for Polk today after reading this.

Send me some LSi's and I'll retract this post:rolleyes:
-Cody

You forgot to threaten them and say that you will spew less than the truth on other forums. :biggrin: