Happy New Owner

Drenis

So I'm new to the 'club'. I finally ditched my old 5 speaker HT setup consisting of Bose 701 Series I Towers, Bose 201 Series IV Rears and Bose VCS-101 Center. I had a deal pop up at me that I couldn't refuse and for that I am the proud new owner of RTi A9's.

Powering them with a Pioneer Elite VSX-23. They sound amazing. Just awesome!! The hunt is on for an external amp that's for sure. I'm having to listen to my whole audio collection all over again because I've never heard music like I do now.

I didn't really know where to make this post so I felt this section was the most appropriate. I have a bit of a disappointing complaint for Polk that concerns Canadian customers.

I did not receive any carpet spikes and 1 of my grills has some plastic pieces that have had the glue let go and allow these pieces to come undone. Upon contacting Polk (Friday, August 12), I inquired about these issues and was given a long distance cellular number to a gentleman who apparently addresses all Canadian customer issues. However, no toll free number is offered. How is it that Canadian customers have to make a long distance call to get service on our purchased products? I certainly don't feel this is proper business procedure to the customer. I was also offered an email address to which i was told this person would get back to me promptly.

Without knowing what the turn around time is for any inquiries, I'm still waiting for a reply or phone call from someone regarding my issues. I'm certainly not happy with how it's being handled but I'm curious for any other Canadian customers if they have had similar experiences and what the turn around has been for them.

decal

Shouldn't your title read Unhappy New Owner ?

Drenis

decal wrote: »

Shouldn't your title read Unhappy New Owner ?

No. I'm a very happy owner of these speakers. I'm just disappointed in the lack of efficient Canadian customer service which is why i asked if anyone has shared something similar.

TECHNOKID

Drenis wrote: »

No. I'm a very happy owner of these speakers. I'm just disappointed in the lack of efficient Canadian customer service which is why i asked if anyone has shared something similar.

Overall Polk's presence in Canada is sometime depressing for us Canucks however, you have to keep in mind some is more likely due to Canadian politics not Polk. Just be patient as the Canadian rep usually replies back to email(s) in an acceptable/timely fashion. Aside from being on the wrong side of the border, IMHO/TMK Polk is the best speaker company to deal with!

BTW; Welcome to Club Polk Drenis! Where abouts are you from Canuck land?

[Deleted User]

Hello,
Welcome to Club Polk, I'm sorry you're having a problem. Send Polk's Canadian manager, Walter Moser, an email to wmoser@polkaudio.com. He is an extremely helpful person and will take good care of you. He just doesn't have a toll free telephone, sorry.
Or, if you'll PM your mailing address I'll make sure Walter gets the information.
Regards, Ken

TECHNOKID

Aside from being on the wrong side of the border, IMHO/TMK Polk is the best speaker company to deal with!

Kenneth Swauger wrote: »

Hello,
Welcome to Club Polk, I'm sorry you're having a problem. Send Polk's Canadian manager, Walter Moser, an email to wmoser@polkaudio.com. He is an extremely helpful person and will take good care of you. He just doesn't have a toll free telephone, sorry.
Or, if you'll PM your mailing address I'll make sure Walter gets the information.
Regards, Ken

Mr. Swauger is the living (virtual) proof that Polk is the best company to deal with when it comes to speakers, didn't take long for him to respond to a Polkie's distress signal (and the gentlemen is also somewhat on retirement)! What more can you ask from your speaker company! :cool: You are in really good hands Drenis!

Drenis

TECHNOKID wrote: »

Overall Polk's presence in Canada is sometime depressing for us Canucks however, you have to keep in mind some is more likely due to Canadian politics not Polk. Just be patient as the Canadian rep usually replies back to email(s) in an acceptable/timely fashion. Aside from being on the wrong side of the border, IMHO/TMK Polk is the best speaker company to deal with!

BTW; Welcome to Club Polk Drenis! Where abouts are you from Canuck land?

I'm from Winnipeg (Manitoba). And that's what I am assuming. I was kind of surprised that they only had 1 person who is a rep for Canada.

Kenneth Swauger wrote: »

Hello,
Welcome to Club Polk, I'm sorry you're having a problem. Send Polk's Canadian manager, Walter Moser, an email to wmoser@polkaudio.com. He is an extremely helpful person and will take good care of you. He just doesn't have a toll free telephone, sorry.
Or, if you'll PM your mailing address I'll make sure Walter gets the information.
Regards, Ken

Ken,

That's the person that the girl on the phone told me to contact. I sent him an email Friday early morning. I have no doubts that he will get back to me. While it is a shame of the lack of easy contacts to our Canadian rep, I am SOO please with what this company represents.

TECHNOKID

I'm from Winnipeg (Manitoba). And that's what I am assuming. I was kind of surprised that they only had 1 person who is a rep for Canada.

Drenis, I am not sure who was your retailer when you bought this specific product but visions is your friend out west when it comes to Polk products. If you bought from them, I am convinced they will make sure you get what you deserve. Actually, my first encounter with Walter was regarding visions legitimacy as a Polk authorised dealer which visions gladly referred me to Walter for confirmation (bought from visions online from QC).

[Deleted User]

Hello Drenis,
No problem, glad to be of help. Walter is sometimes away from his office for a day or two, but I know he'll respond. Keep us posted on your progress, we're a pretty tight group here.
Cheers, Ken

Drenis

TECHNOKID wrote: »

Drenis, I am not sure who was your retailer when you bought this specific product but visions is your friend out west when it comes to Polk products. If you bought from them, I am convinced they will make sure you get what you deserve. Actually, my first encounter with Walter was regarding visions legitimacy as a Polk authorised dealer which visions gladly referred me to Walter for confirmation (bought from visions online from QC).

Future Shop is the only Polk dealer to get A9's though, which is where I bought mine. My salesman stayed a full hour after store closing to ensure the speakers could be packaged appropriately since the boxes were discarded by them (Display). So because of that they could not provide me with carpet spikes. The salesman offered to drive to his place and give me his spikes from his Klipsch speakers but I evidently declined.

Edit: I just saw your response Ken. Very well, I'll wait for him to get back to me. Absolutely love the experience here so far. Thanks for the welcoming guys.

Drenis

Got an email today from Walter advising that replacement pieces were on the way. The customer service factor is astonishing more so that there was no hassle or further information requested. Just the simple 'lets make it right regardless' attitude.

Lovin' the Polk experience!

[Deleted User]

Very good, I'm glad things are working out. Thanks for letting us know.
Take care, Ken

TECHNOKID

Drenis wrote: »

Got an email today from Walter advising that replacement pieces were on the way. The customer service factor is astonishing more so that there was no hassle or further information requested. Just the simple 'lets make it right regardless' attitude.Lovin' the Polk experience!

Heh, this Polk's way of dealing with their customers. You do not only choose good speakers but a great service experience. IMHO, there are tons of decent speaker brands to choose out there but to me the attitude of a company set them aside from the pack. The way Polk acts reminds me of my encounter with COSTCO on a specific problem, great CSR response all the way in the process/progress of my grief with a note on a COSTCO cheque stating the reason for the cheque; "Customer Satisfaction". :cool: IMHO, this the exact way Polk treaths us their valuable customers.

On another note, I hope you'll stick around after your issue is resolved as this site is another valuable service Polks graciously provides its customers. This site is a blessing for audio and home theater passionates be Polk owners or not. Hope to have the opportunity to meet you on the site again.

Cheers!
TK

Drenis

Got a call from the other half... package arrived today at the house from FedEx from Polk. WOO! Spikes and my new grill. Looking forward to hearing the sound difference of using spikes. I imagine bass will be significantly tighter.

TECHNOKID

Drenis wrote: »

Got a call from the other half... package arrived today at the house from FedEx from Polk. WOO! Spikes and my new grill. Looking forward to hearing the sound difference of using spikes. I imagine bass will be significantly tighter.

Keep us posted!

LONG TIME BUYER

Polk audio,has the best help service.i have had problems with some of my equipment,and every time they have made it right.

kolbywhite28

LONG TIME BUYER wrote: »

Polk audio,has the best help service.i have had problems with some of my equipment,and every time they have made it right.

i second that

tonyb

Drenis wrote: »

Got a call from the other half... package arrived today at the house from FedEx from Polk. WOO! Spikes and my new grill. Looking forward to hearing the sound difference of using spikes. I imagine bass will be significantly tighter.

Drenis, the spikes may or may not add to the tightness of your low end. If you have a problem with the low end, spikes is a good thing, but other problems may be present. Check your settings in the avr, make sure you don't have the speakers up against a back wall too as placement will do more for bass response. Also alittle more current,above what the avr can dish out is probably needed to control the woofers better,giving tighter cleaner bass. Everything matters, enjoy your speakers.