sub starting to act up.

32deuce

Hi,

I have a psw111 and it started making the sound go up all of a sudden, but not a good sound. At 1st it wasnt to bad, but now it is getting worse. I have traced the issue to the volume control knob on the back of the subwoofer. If you press on it in any direction, the sound gets better.

I just want to make sure ive found the problem, and what steps are needed to rma my subwoofer.

Customer Service, please advise me what steps are needed to get this repaired/replaced asap.

Problem started early November 2011.

Glowrdr

You may want to consider actually contacting customer service. This is more of an owners/hobbyist forum rather than a direct link. There are some Polk staff floating around - but for warranty purposes I would work on creating an actual case. Should be some contact links on the site for support

32deuce

Thanks for the reply. I have called customer service twice now. Both times i was on hold for extremely long times, never getting through.

So im back here, seeing if c/s reads this support thread, or if anyone else knows what to do.

Seems the issue is with the volume control knob on my psw111. Volume all but disappears unless you press on knob, or push knob to the side, then sound comes out normally. Like it is shorting out.

I will try c/s again, and come back to check this thread. Any help would be appreciated.

Thanks, 32deuce

32deuce

This is followup to my thread. I have now emailed twice, and called customer service 3 times, all with no help. Understand ive been trying to get in touch since November 2011!!! No answer to emails, and phone just rings during service hours.

Now i see someone on here started a thread with issue kinda like mine, and a customer service rep answered his thread.

I was told Polk Audio has outstanding customer service, but now im of the opinion it is less then satisfactory.

Heres my issue again, in case one of the rep's actually pop by and read this. Of course, i will try yet again the phone also.

Volume dial or potentiometer(maybe) seems to be causing sub to go way loud or not work at all. In other words, the sub is dead. It lasted just barely over 1 year!:sad:

Sub is a PSW 111--bought 10/21/10 from Polk Audio

I have panel/components removed from the box, just need Polk to honor warranty and give shipping/service info.

Sincerely,
32deuce

dorokusai

No contact with Polk CS? C'mon now....this doesn't even ring true on a bad day at HQ. I say this since I work for them and am acutely aware of how easy it is to get hold of them on a normal day, using the 800 number. You don't stay on hold for anymore than a couple minutes, fact.

The thread you're referencing was created 2 years ago 32duece. A fact that I didn't even notice until it was pointed out, so relax. It's not a conspiracy.

Email me directly, with your problem in full and attach a copy of your sales receipt. mnestor @ polkaudio.com

I assure you that an answer and solution will be magically placed upon you within 24 hours, if not less than that.

Mark

TECHNOKID

Your previous posts until today was during the holiday with more likely minimum manning. Heck here in Canuck land most business didn't resume until Jan. 3rd (people slowly trickled back to work) so this IMO made your request a bit slower than normal. I any ways, you are now in great hands with Mark. Your answer to your problem should come quickly!

Sorry, dates back to December 26th... 32deuce, please be a little patient and realize December 26th was right after Xmas and more likely a day off for Polk staff (like many of us) and your thread was more likely burried during the holiday season. I am convinced that now that it is brought back to surface a Polk CSR will reply and provide you with the usal Polk next to none CS.

32deuce

dorokusai wrote: »

No contact with Polk CS? C'mon now....this doesn't even ring true on a bad day at HQ. I say this since I work for them and am acutely aware of how easy it is to get hold of them on a normal day, using the 800 number. You don't stay on hold for anymore than a couple minutes, fact.

The thread you're referencing was created 2 years ago 32duece. A fact that I didn't even notice until it was pointed out, so relax. It's not a conspiracy.

Email me directly, with your problem in full and attach a copy of your sales receipt. mnestor @ polkaudio.com

I assure you that an answer and solution will be magically placed upon you within 24 hours, if not less than that.

Mark

Contrary to popular belief, no contact from Polk to 2 emails at all, and no answer to 3 calls! I'm on west Coast time, so my calls are during my lunch hour, but 3 times now doesnt build alot of faith.

My thread here was posted on 12/26 i guess. But, i tried email to Polk twice before that, the 1st time being early November 2011!

I'll look for records, but its on file at Polk under "my page".

Thanks,
32deuce

[Deleted User]

Hello 32deuce,
I'm sorry you're having a problem. If I read correctly you have already removed the bass amplifier from the cabinet, correct? If so, package it up and send it to: Polk Audio Factory Service, 1 Viper Way, Vista, CA. 92081. Include a short note giving them your name, address, daytime telephone number and a copy of your sales receipt. Polk will quickly repair or replace your amp and send it back at no charge.
If you haven't taken out the amp plate, let me know and I'll tell you how to do it.
Regards, Ken

dorokusai

32deuce wrote: »

Contrary to popular belief, no contact from Polk to 2 emails at all, and no answer to 3 calls! I'm on west Coast time, so my calls are during my lunch hour, but 3 times now doesnt build alot of faith.

My thread here was posted on 12/26 i guess. But, i tried email to Polk twice before that, the 1st time being early November 2011!

I'll look for records, but its on file at Polk under "my page".

Thanks,
32deuce

Emails don't shock me since it's stated repeatedly on this forum to call, not email. As far as the phone calls, just not buyting it sorry. When Polk closes in EST, they phone calls get routed to your coast. Either way, you're being taken care of so it's a moot point now. Next time, post here or email me or Kenneth directly. Good luck.

Mark

hugoalanochoa

i have the same problem with the pot, today i was thinking of change the POT but i read this thread, 32duce did you received the amp fixed???

Glowrdr

If he did, then Polk deserves an award. He just got the address yesterday

32deuce

Glowrdr wrote: »

If he did, then Polk deserves an award. He just got the address yesterday

LOL

Nope, no sub yet, but im sure its being worked on or replaced as we speak.

32deuce

Serendipity

Glad to hear that everything is getting worked out.

32deuce

I Received my repaired/replaced amp board today. Put in it, tightened the screws, and im back in 5.1 heaven!

Many thanks to those that helped, and especially to Mark and Kenneth for their prompt assistance!

Love Polk Audio! :biggrin:

[Deleted User]

Hello 32deuce,
I'm glad you've been able to get the sub working the way it should, sorry you had the problem in the first place. Take care and enjoy!
Ken

John_Ohio

Hi Kenneth,

I am helping my brother with his PSW111 powered subwoofer which is having the same problem that other members of this forum have been having with the volume potentiometer. I tried to find a replacement potentiometer for the control board, but what I have been able to find is too big to fit ito this board. I was hoping Polk could help us out similarly to how you serviced the 32deuce's subwoofer board.

Please let me know if there is some way to send back this board to Polk Audio to replace this potentiometer.

Oh, and I tried to disconnect the amp board from the subwoofer and I can easily disconnect the positive terminal, but the negative terminal doesn't want to come off and I don't want to force it. Any tips on how to remove it without damaging the board?

Thanks,

John

[Deleted User]

Hi John,
Welcome to Polk's forum, I'm sorry there's a problem. Sure, follow the same instructions as detailed above, package the amp and send it to Polk's Vista, CA. service facility. Be sure and include a short note with your brother's contact information and date and place of purchase. If he registered the product on Polk's site just mention that.
They'll set everything to right.
Cheers, Ken

John_Ohio

Hi Ken,

Will do, thanks!

Can you give me a recommendation as to how to disconnect the speaker cables from the amp board? I tried to disconnect and the SPK+ cable disconnects easily, but the SPK- lead is really stuck on there. I don't want to force it and risk damaging the amp board. Any suggestions?

Thanks,

John

Kenneth Swauger wrote: »

Hi John,
Welcome to Polk's forum, I'm sorry there's a problem. Sure, follow the same instructions as detailed above, package the amp and send it to Polk's Vista, CA. service facility. Be sure and include a short note with your brother's contact information and date and place of purchase. If he registered the product on Polk's site just mention that.
They'll set everything to right.
Cheers, Ken

[Deleted User]

Hello,
It might be easier to disconnect the wires from the woofer's terminals rather than the amp circuit board. They use fastons which if you wriggle and pull should come off of the woofer's terminals.
Ken

John_Ohio

great idea! thanks!!

john