RTi-A5 Blown tweeters - $300 to fix during warranty period

Upetr
Upetr Posts: 13
edited October 2013 in Troubleshooting
I like my Polk Audio speakers and I frequent this forum quite a bit although I only registered because I got a bit of a problem. :cry:

I got Polk Audio Rti-A5 in the front with a CSi-A4 in the centre and Rti-A1 in the back driven by a Onkyo TX-NR818. I got them from an authorised dealer here in South Africa just over 8 months ago.

Anyway - I realised that my front tweeters were not working (only the ones in the front RTi-A5 speakers) so I took the speakers back to the dealer. Today I spoke to the dealer and he told me that the repair will not be covered by warranty and that the tweeters were overdriven. :sad:
Then the guy tells me that it will cost me just over $300 to replace the two tweeters. :mad:

Any other ideas/suggestions?
Post edited by Upetr on
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Comments

  • HTguru1982
    HTguru1982 Posts: 1,066
    edited August 2013
    Give a Polk a call. As long as you got your speakers from an authorized dealer, they will take care of you. You're well within the warranty period.

    polkcs@polkaudio.com
    International: +1-410-358-3600

    http://www.polkaudio.com/support/contact
    Display: Sony 42" LCD
    Sources: Harman Kardon DVD-27,
    Panasonic DMP-BDT110 blu ray player
    AVR: Sony STR-DA2400ES
    Amps: Sonance Sonamp 260(fronts),
    Kenwood KM-894(surrounds)
    Fronts: NHT 2.5
    Center: NHT VS-1.2A
    Surrounds: NHT Super One
    Subwoofer: SVS PB10-ISD
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  • nguyendot
    nguyendot Posts: 3,594
    edited August 2013
    Yeah, I've never seen them not take care of someone within reason during the warranty period. Your authorized dealer is likely lazy.
    Main Surround -
    Epson 8350 Projector/ Elite Screens 120" / Pioneer Elite SC-35 / Sunfire Signature / Focal Chorus 716s / Focal Chorus CC / Polk MC80 / Polk PSW150 sub

    Bedroom - Sharp Aquos 70" 650 / Pioneer SC-1222k / Polk RT-55 / Polk CS-250

    Den - Rotel RSP-1068 / Threshold CAS-2 / Boston VR-M60 / BDP-05FD
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  • F1nut
    F1nut Posts: 50,566
    edited August 2013
    Today I spoke to the dealer and he told me that the repair will not be covered by warranty and that the tweeters were overdriven.

    And he would be correct. Blown tweeters caused by turning up the volume level on your AVR high enough to send a clipped signal is not covered under any speaker company's warranty. That said and as mentioned above, you could try contacting Polk directly.
    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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  • Upetr
    Upetr Posts: 13
    edited August 2013
    Thanks guys. I contacted Polk Audio support and will wait and see what they say.
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  • Upetr
    Upetr Posts: 13
    edited August 2013
    Just out of curiosity - how long does it normally take to get a response over email from Polk? Sent a mail on Wednesday and I still don't have a response. :(
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  • nguyendot
    nguyendot Posts: 3,594
    edited August 2013
    I've found getting them on the phone is the quickest way.
    Main Surround -
    Epson 8350 Projector/ Elite Screens 120" / Pioneer Elite SC-35 / Sunfire Signature / Focal Chorus 716s / Focal Chorus CC / Polk MC80 / Polk PSW150 sub

    Bedroom - Sharp Aquos 70" 650 / Pioneer SC-1222k / Polk RT-55 / Polk CS-250

    Den - Rotel RSP-1068 / Threshold CAS-2 / Boston VR-M60 / BDP-05FD
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  • [Deleted User]
    [Deleted User] Posts: 7,658
    edited August 2013
    Hello,
    I know Kim at Polk's CS department is working with the international sales manager to see if there's anything that can be done. I sent him a copy of this thread. You can contact him directly at: kjasper@polkaudio.com.
    Regards, Ken
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  • Upetr
    Upetr Posts: 13
    edited August 2013
    Thanks - I actually just got a response from Kim. He told me that he is chatting to the international rep to see what they can do. So I will try and be patient :cheesygrin:
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  • [Deleted User]
    [Deleted User] Posts: 7,658
    edited August 2013
    Sounds like a plan.
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  • Upetr
    Upetr Posts: 13
    edited September 2013
    Ken - can I ask you a favour? Can you find out from Kim if he has had any feedback. I emailed him on Monday because I haven't heard anything since the 27th August but he hasn't responded :cry:
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  • [Deleted User]
    [Deleted User] Posts: 7,658
    edited September 2013
    Will do...
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  • Upetr
    Upetr Posts: 13
    edited September 2013
    Thanks - appreciate it :smile:
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  • Upetr
    Upetr Posts: 13
    edited September 2013
    Hmm - I can't respond to your private message as I don't have 10 posts. I sent a mail to Steve and got an error that Delivery has failed to these recipients or groups:
    sreed@soundunited.com
    The email address you entered couldn't be found. Please check the recipient's email address and try to resend the message. If the problem continues, please contact your helpdesk. :( I also ccd you and Kim in the mail). At least I thought it was your email address (found it on the forum somewhere)
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  • Upetr
    Upetr Posts: 13
    edited September 2013
    Kim gave me the right email address and Steve is looking into it :)
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  • pitdogg2
    pitdogg2 Posts: 25,447
    edited September 2013
    Dude make 2 more post wnd get that PM'ing badge;P
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  • Upetr
    Upetr Posts: 13
    edited September 2013
    I have been really trying :cheesygrin: one more left to go to unlock the next level.
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  • [Deleted User]
    [Deleted User] Posts: 7,658
    edited September 2013
    Hello,
    Polk is going to help take care of the problem, contact Kim at kjasper@polkaudio.com he will need your shipping address.
    Regards, Ken
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  • deronb1
    deronb1 Posts: 5,021
    edited September 2013
    Friggin awesome!
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  • heartystatue
    heartystatue Posts: 329
    edited September 2013
    Another satisfied should I say Polkie?
    HT: LSI15, LSIC, LSIFX, Emo XPA-3:biggrin: Onkyo TXNR809, Sony BDP-S500, PannyDMP-BDT320, MIT S1 SC. Mit 73842dlp
    2ch: SDA-SRS 2.3 Fully modded. BAT VK500 w/batpak, BAT VK5I, Essence HDACC.
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  • Upetr
    Upetr Posts: 13
    edited September 2013
    Holy cow? Really? Awesome :)
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  • Sumerian
    Sumerian Posts: 490
    edited September 2013
    Wow!....

    Read/Heard a lot about polk customer service...
    But this is a whole ne wlevel of customer service.

    Long live polk!........
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  • enjoysport
    enjoysport Posts: 3
    edited October 2013
    Thank you for sharing , I have also encountered this situation!
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  • enjoysport
    enjoysport Posts: 3
    edited October 2013
    Sounds like a good way!
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  • [Deleted User]
    [Deleted User] Posts: 7,658
    edited October 2013
    Hello enjoysport,
    What is your situation?
    Regards, Ken
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  • YDR05
    YDR05 Posts: 7
    edited October 2013
    Upetr wrote: »
    I like my Polk Audio speakers and I frequent this forum quite a bit although I only registered because I got a bit of a problem. :cry:

    I got Polk Audio Rti-A5 in the front with a CSi-A4 in the centre and Rti-A1 in the back driven by a Onkyo TX-NR818. I got them from an authorised dealer here in South Africa just over 8 months ago.

    Anyway - I realised that my front tweeters were not working (only the ones in the front RTi-A5 speakers) so I took the speakers back to the dealer. Today I spoke to the dealer and he told me that the repair will not be covered by warranty and that the tweeters were overdriven. :sad:
    Then the guy tells me that it will cost me just over $300 to replace the two tweeters. :mad:

    Any other ideas/suggestions?

    Wow... I must say I am very impressed the way Polk and the Polkies here handled this situation, and congrats to you @Upetr.

    I am planning to set up a HT system using A5s, and getting Onkyo TX-NR929. Can you tell me what u did that overdrove the speakers? Just high volume? I thought if the speaker is rated for that wattage, it should not do that.

    I am just curious to know this so I don't do the same thing!
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  • pitdogg2
    pitdogg2 Posts: 25,447
    edited October 2013
    YDR05 wrote: »
    Wow... I must say I am very impressed the way Polk and the Polkies here handled this situation, and congrats to you @Upetr.

    I am planning to set up a HT system using A5s, and getting Onkyo TX-NR929. Can you tell me what u did that overdrove the speakers? Just high volume? I thought if the speaker is rated for that wattage, it should not do that.

    I am just curious to know this so I don't do the same thing!

    drove them with a clipped signal ....volume turnis upis to loudis.....when you hear any distortion TURN IT DOWN!! more speakers are blown with too little power than with too much power.
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  • Upetr
    Upetr Posts: 13
    edited October 2013
    To answer your question - playing normal music you shouldn't have a problem. I have a sneaky suspicion that it happened during a frequency test CD but I can't say for sure. The difference with that is that you can end up with a lot of power going straight into a tweeter which could fry it I guess. One thing I am certain is that I haven't had it clip.

    I just wanted to say that the replacement tweeters arrived with squashed domes. So I used the straw trick but they didn't look happy. So I spoke to the local guy who got another replacement set for me. So when I took the covers of my speakers yesterday I realised that the previously squished tweeters looked nice and smooth again and felt stupid exchanging them.

    By the way - the guy that works for the Polk Audio distributor here was with me in high school. What is the chance of that?

    I just remembered that I need to mail the International rep (Steve Reed), Ken and Kim who have been really awesome all along and I will gladly recommend Polk Audio to anyone.
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  • pitdogg2
    pitdogg2 Posts: 25,447
    edited October 2013
    Upetr wrote: »
    To answer your question - playing normal music you shouldn't have a problem. I have a sneaky suspicion that it happened during a frequency test CD but I can't say for sure. The difference with that is that you can end up with a lot of power going straight into a tweeter which could fry it I guess.

    BINGO you must use great caution with a test disc. There are better ways to drive the dog a block away nuts:lol:
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  • cnh
    cnh Posts: 13,284
    edited October 2013
    pitdogg2 wrote: »
    BINGO you must use great caution with a test disc. There are better ways to drive the dog a block away nuts:lol:

    Good advice. The tweeters in the Rti series are not that easy to fry so you must've really clipped your amp big time! It is much easier to take out the tweeters in the Monitor and TSI series than these as they are designed to handle more power and run "hotter"!

    Glad to see Polk CS took care of everything!

    cnh
    Currently orbiting Bowie's Blackstar.!

    Polk Lsi-7s, Def Tech 8" sub, HK 3490, HK HD 990 (CDP/DAC), AKG Q701s
    [sig. changed on a monthly basis as I rotate in and out of my stash]
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  • Upetr
    Upetr Posts: 13
    edited October 2013
    Yip - I completely agree. :)
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