A little bummed about Polk customer service

benslack
benslack Posts: 3
edited November 2012 in Troubleshooting
Hello, I'm new here. I purchased a Polk PSW111 a couple years ago (Feb 2010 to be exact) brand new from Newegg. I've never pushed it hard (it was a back corner sub) and it has only been used sparingly, but a couple weeks ago it stopped working. I walked into the theater and it was making a "thumping" noise and the light was flashing. I soon realized it was dead after a few tests.....even without a cable it did the thumping sound. ANYWAYS, I emailed Polk Customer service and explained the situation, knowing it was supposed to have a 5 year warranty. I got a reply pretty quick, and they asked when and where I bought it. I replied and told them, and that was two weeks ago. No response. I'm more than a little upset. Anyone else had experiences with Polk Customer Service, and any pointers on how I can get on their radar? Thanks!
Post edited by benslack on
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  • EndersShadow
    EndersShadow Posts: 17,590
    edited November 2012
    Why not pick up the phone and call them? I have never had any issues with them both in ordering parts, and then returning them when I found out I didnt need them.
    "....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)
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  • F1nut
    F1nut Posts: 50,549
    edited November 2012
    Call.
    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."

    President of Club Polk

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  • benslack
    benslack Posts: 3
    edited November 2012
    OK but why do they have a "contact customer service" form on the website?
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  • B Run
    B Run Posts: 1,888
    edited November 2012
    For people too lazy to call.
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  • ken brydson
    ken brydson Posts: 8,759
    edited November 2012
    benslack wrote: »
    OK but why do they have a "contact customer service" form on the website?

    Because that's one form of communication but a call is always best. They'll get you squared away. Polk CS is top notch.
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  • benslack
    benslack Posts: 3
    edited November 2012
    Wow B Run, you don't have to be an a$$h@le about it. Thanks to everyone else I guess.
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  • [Deleted User]
    [Deleted User] Posts: 7,658
    edited November 2012
    Hello benslack,
    Welcome to Polk's forum, I'm sorry you're having a problem. I made a copy of this posting and have sent it to Kim Jasper, the CS manager. If you want to call him his number is 1-800-377-7655 extension 208 and his email address is kjasper@polkaudio.com. In all likelihood you'll be advised to remove the sub's bass amplifier and send it to Polk's service center in Vista, CA.
    Rest easy Polk will do the right thing.
    Regards, Ken
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  • vstarkwell
    vstarkwell Posts: 328
    edited November 2012
    B Run wrote: »
    For people too lazy to call.

    Exactly
    Monitor 7C's With Tubes
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  • nspindel
    nspindel Posts: 5,343
    edited November 2012
    Polk is one company that still has customer service in the good ole USA. Call them, the service is great.
    Good music, a good source, and good power can make SDA's sing. Tubes make them dance.
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  • nwohlford
    nwohlford Posts: 700
    edited November 2012
    I have gotten very good service from Polk over email, but it does make sense if you don't hear back to call.
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  • B Run
    B Run Posts: 1,888
    edited November 2012
    benslack wrote: »
    Wow B Run, you don't have to be an a$$h@le about it. Thanks to everyone else I guess.

    Not trying to be an A hole, just my opinion. Polk has fantastic customer service and you're in good hands. Welcome to the forum.
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  • specd_out
    specd_out Posts: 505
    edited November 2012
    Kenneth Swauger wrote: »
    Hello benslack,
    Welcome to Polk's forum, I'm sorry you're having a problem. I made a copy of this posting and have sent it to Kim Jasper, the CS manager. If you want to call him his number is 1-800-377-7655 extension 208 and his email address is kjasper@polkaudio.com. In all likelihood you'll be advised to remove the sub's bass amplifier and send it to Polk's service center in Vista, CA.
    Rest easy Polk will do the right thing.
    Regards, Ken

    ^^^ That says a lot. Polk employees watching the forums and immediately offering assistance. Makes me feel all warm and fuzzy inside
    HT Rig Samsung 64F8500 |Pioneer Elite BDP-52FD|Pioneer Elite VSX-32| Two Carver TFM-15cb Bridged for mains|Polk Audio RTiA5 Cherry|Polk Audio CsiA6 Cherry|Polk Audio T-15 Heights|Polk Audio FXia6 Surround|DIY 8cuft Dayton Ultimax 15" powered with a Crown XLS1000
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  • mdaudioguy
    mdaudioguy Posts: 5,165
    edited November 2012
    Bottom line - when you seek instant gratification, interacting with a real person in real time works so much better than email. Maybe the response ended up in a spam folder... who knows? Never happens that way with a phone call, though. Hence, the recommendations. Good luck!
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  • Msabot1
    Msabot1 Posts: 2,098
    edited November 2012
    And you don't need a masters degree in three languages to understand them! Top notch crew!
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  • oldmodman
    oldmodman Posts: 740
    edited November 2012
    Kim wrote: »
    Hi Benslack,
    The amplifier has a 3 year warranty, and the woofer has a 5 year waranty so you are covered.
    Remove the amplifier from the back of the cabinet and return it to our service department for repair.
    The service center address is: Polk Audio, One Viper Way, Vista, CA 92081-7853.
    Include a short note with your name, address, daytime telephone number, description of the problem,
    along with a copy of your receipt.
    We recommend shipping it using UPS or FedEx.



    Thanks,
    Kim


    This is what I was asked to do when my amp in the sub I have failed. I had a new one in my hands in about a week and have had no further problems.
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  • AsSiMiLaTeD
    AsSiMiLaTeD Posts: 11,726
    edited November 2012
    Agreed, Polk CS has always been top notch for me and everyone I know.
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  • teekay0007
    teekay0007 Posts: 2,289
    edited November 2012
    Welcome to Club Polk, benslack! Like most around here, I've found Polk's customer service to be second to none, largely because of guys like Kim and Ken. Helpful people like them can be found throughout Polk Audio and that's a large part of why I've owned - or bought/recommended for family members - nothing but Polk speakers since buying my first pair back in 1989. We're talking LOTS of speakers here and NEVER a problem with getting attention when it was needed!

    Further, a company that still makes replacement parts available for their products that were discontinued over 20+ years ago is a rare find. Polk Audio is one such company. My guess is that your email just somehow got erroneously filed with "completed" ones. Afterall, they are only human - and some of us find that to be their most endearing quality. Stick around a while and I think it's likely you'll feel the same way.
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  • Geoff4rfc
    Geoff4rfc Posts: 2,409
    edited November 2012
    Wow, impressive! Getting your deal worked out through an orignal thread.

    I've been purchasing and using Polk products now for a couple of years and have had to use C.S. a few times, always great response and great service. I've used both email and phone.
    Source: BRP Panasonic UB9000, CDP Emotiva ERC3 - Display: LG OLED EVO 83 C3 - Pre/Pro: Marantz 8802A - Amplification: Emotiva XPA-DR3, XPA-2 x 2, XPA-6, Speakers, Mains/2ch-Focal Kanta No2's, C-LSiM706, S-702F/X, RS-RTiA9's, WS-RTiA9's, FH-RTiA3's, Subs - Epik Empire x 2

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    EXPERIENCE: next to nothing, but I sure enjoy audio and video MY OPINION OF THIS HOBBY: I may not be a smart man, but I know what quicksand is.
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  • GlennDog
    GlennDog Posts: 3,120
    edited November 2012
    AsSiMiLaTeD wrote: »
    Agreed, Polk CS has always been top notch for me and everyone I know.

    ^^^ Agreed^^^

    Back in the day, I took one of my SDA 2Bs in for service. The local Hi-Fi service dept replaced a tweeter, no questions asked (per Polk) Even Tho in Big Bold Letters and Under Scored, the technician wrote "SMOKED" . . . . I dont recall cranking it up that loud?????
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  • Jer.War
    Jer.War Posts: 180
    edited November 2012
    It is definitely refreshing to see some companies still make C.S. a paramount concern. Polk is good S*!T. :)
    Pretty cool how fast a resolution was provided.
    [The Ever-Evolving System

    LSI15's (PNF Symphony cabels, modded X-Over and subs), LSIC, LSI7's, Rega Apollo CDP (PNF ICON ICs, modified PS cct.), Yamaha RXV-1700 w/ ipod dock, B&K REF200.2 (fronts) Samsung BDP-1600, XBOX360, Patriot Box Office Media Player, 42" Samsung LCD.
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  • Devlon
    Devlon Posts: 355
    edited November 2012
    B Run wrote: »
    For people too lazy to call.

    Actually, I think it takes more effort to type to explain your problem. Plus, you have a copy of your communication. However, in the several times I have called Polk I would consider their CS top notch.
    Living Room: HK AVR 354 as pre/pro, 2 x Polk Audio Micropro 4000, Adcom GFA-7500, 2 x Mirage OMD-15
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  • drgalexo
    drgalexo Posts: 159
    edited November 2012
    I would much rather call anyway, you usually can answer all your questions with one call, and they are great to deal with.
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