Polk dropped the ball......

sowen010599 · January 2004

I purchased a set of RTi100's at Circuit City NIB. Great speakers, sweet sound, a beautiful finish, and excellent build quality. My "problem" is that nowhere in the boxes could the floor spikes be found. Circuit City said it would take 3+ weeks to get them in from Polk so I contacted Polk and ordered them directly.

$26, some change, and almost two weeks later, no floor spikes. I called customer service and asked what was going on. It would seem they were back-ordered when I ordered them. Either nobody checked stock when they were ordered, or they didn't think I would need to know, or notice when they didn't show up.

So, it will likely be next month some time before my spikes show up.......maybe. Customer (dis)service couldn't give me an estimated wait time. They simply said I should see them some time in the next "few weeks". How is it exactly that a manufacturer is in backorder status for a part they manufacture?

The more I think about it, the more I believe I should have been provided the spikes for free anyway. I mean, they are supposed to be included, right? I really didn't mind paying for them, it was either pay or wait 3+ weeks. But now, I paid, and still have no idea when/if they will get here. It wouldn't be such a problem but I moved everything around to suit these speakers and the right one is sitting where the 300lb RPTV used to sit and it left a "dent" in the carpet that causes the speaker to lean. I have a couple of door stops wedged under the speaker right now, but that is simply not acceptable.

Could it be the reason my speakers didn't come with the floor spikes was because they were out of them when they boxed them up at the factory? I really didn't notice if the tape had been broken, maybe someone at Circuit City "lifted" them? I honestly don't care. The bottom line of it all is I am considering returning them because they have tipped over into my $3,500 RPTV twice, scratched it up, and who knows when I'll get the spikes. That's truly sad because I really like them.

Simon

VR3 · January 2004

.......Have you talked to Ken?

I would take them back to CC and get another pair, thats rediculous......but not entirely Polks fault, Polk tries their best (TRUST ME, I have been to their HQ and seen all the R&D they put into these speakers.) However they can't control the factory, which is New Mexico, around there, so you know. You gotta give them their props. Also Polk dosnt manufacture that line anymore, it has been discontinued.........

It was replaced by the RTi10

brettw22 · January 2004

Regardless of it being something that's still in production or not, they should have been in the box, and when calling CS, they should have been more than willing to provide them for free. I think that a set of spikes, if the speakers just use the metal spikes, are only like $12 though, so that seems a bit excessive.......

spyderman · February 2004

Everybody has their bad days, but things like this seem to indicate a shift in attitude and management.

Ken's any better??? He gave me a hard time when I requested the Club polk discount on an order I placed the day before. He said it would be too difficult. And he's the Manager???

Perhaps the new RTi line isn't selling? If I wanted to own a pair of Infinity's I'd buy Infinity not the new Polks. They're just too bright and I'm not impressed... Sad...

fireshoes · February 2004

The new RTi line is completely flying out the door. Much more so than the past two generations that I have been around to sell. The general populous is going crazy over the new cherry finish, and those that don't like the cherry are digging the silver and black look.

[Deleted User] · February 2004

Hello Guys,
Sorry for all of the problems. Simon, can you email me at kswauger@polkaudio.com with your full name. I'll check into the order, you shouldn't have been charged if the speakers were purchased from an authorized dealer.
Spyderman, the problem was that you wanted the Club Polk discount after the order had been placed, credit card charged and the order was boxed and ready to go out the door. The order had to be de-allocated, the selling amount changed, your credit card account credited the amount (which it was) and the order re-allocated. This meant the person who you were sending the part to was delayed in receiving it. We don't ask for much, in giving the Club Polk discount, no pass words, etc, but we do ask that you tell us that you are entitled to the reduction at the time of purchase. Not after the order has processed. Fair enough?
Ken

F1nut · February 2004

You tell'em Ken, Polk CS is second to none, PERIOD!!!

[Deleted User] · February 2004

Hello Simon,
I've given the accounting folks the information for your necessary credit and cancelled the order for the part. Sorry, for the delay.
Regards, Ken

sowen010599 · February 2004

Hey thanks!

spyderman · February 2004

but you did give me a hard time.

I started my career in CS. If someone tells me that my request "Will be difficult to do" my perception is that they don't want to do it not because it can't be done... When I have to ask for the persons manager, and then find out I'm speaking to the manager, I'm usually quite surprised.

We all have bad days, but perception is 99.9% of impression...

I will certainly remember to mention "Club Polk" next time I place an order. BTW, I just purchased another set of RTi70's last week. Don't know if my ears will ever appreciate the new RTi's.

Thanks again assistance the other day!

F1nut · February 2004

spyderman,

Tell me, do you order a steak well done and then as it's being served say that you really wanted it rare? Of course you don't, so why get your panties in wad about what YOU did in this case?

F1

TroyD · February 2004

Look, if you are looking for folks to sympathize with you about the poor service from Polk you are barking up the wrong tree.

Ken and his staff have gone above and beyond more than once for many of us. I've talked to Ken several times and aside from the fact he is incredibly knowledgeable he is also one of the nicest guys you could talk to.

BDT

jcaut · February 2004

^ ^ ^ ^ ^

Absolutely.

You guys are awfully quick with the negative comments. I am 100% certain that if you go through the proper channels, with the proper attitude (act like a responsible, adult consumer with some common sense), Polk CS will NOT do you wrong.

spyderman · February 2004

That's a good analogy...

I didn't start this thread, I just added my two cents. Like I said, everyone has their bad days...

Frankly, a little constructive criticism never hurt anyone.

Now, lets kill this thread and get on with our Polk Audiophile lives.

TroyD · February 2004

No constructive criticism never hurts however, Polk's CS is second to none. Period.

In your circumstance, if you didn't tell them you were a Club Polk member at the time of the transaction, how are they supposed to know? C'mon now, exercise a *little* common sense here.

BDT

spyderman · February 2004

You weren't on the other end of the phone. We're not all perfect. I'm not perfect, you're not perfect, and neither is Ken.

I understand how you feel, and you're certainly entitled. But $hit happens and then we move on. This is such a waste of time... Don't you have better things to do? I know I do. Like listen to my wonderful new RTi70's...

TroyD · February 2004

Why did I post? Oh, I dunno, first ammendment and all that.

Why did YOU feel entitled to throw YOUR two cents in.

Hey, if this is a bash Ken Swauger and Polk CS jerkoff session, count me out.

Answer my question, rocket scientist, DID you or did YOU NOT identify yourself as a Club Polk member? If you did NOT, how do you expect them to know you are and charge you accordingly?

You find me another company that you can purchase from and then go back to after the fact and say, I forgot my coupon, and have them credit you, for what, a couple bucks?

C'mon, get real.

BDT

F1nut · February 2004

Ed Zachary

spyderman · February 2004

I guess you really don't have anything better to do. How sad.:(

From what I can tell, you're probably a respected Club Polk member... Wow, 3000+ posts... That's a whole lot of first ammendment rights... Hmm, I guess this is your life... again, how sad.:(

Opinions are like a$$holes, everyone's got one.

spyderman · February 2004

Wow! You must really have a lot of opinions...

F1nut · February 2004

You're totally out of line. Maybe you think people like Troy and I don't have a life..fine, no problem. However, we look at the glass as half full instead of half empty. Instead of complaining about a situation that you were clearly at fault in and taking responsibilty for your actions, you chose to blame it on someone else. Then the other side of the story comes out and you're not smelling like a rose anymore. You could have simply said that despite the mix up and trouble it caused that in the end Polk (Ken) came though for you. You did get excellent customer service, end of story. That's how a "glass half full" person would look at it.

Tour2ma · February 2004

I'll 2nd that...

Spydy,
No reason for you to be sad on our account. The high post counts some of us enjoy are simply a byproduct of our involvement here.

Some of us simply choose to participate and actually try to help people get the most out of their Polk audio/ HT experience. In so giving our time we develop realtionships with each other and with Polk.

TroyD · February 2004

Originally posted by spyderman
Wow! You must really have a lot of opinions...

Matter of fact, I do. I've been posting pretty regular here for about 5 years or so. So what?

Sad? Maybe, but then again, when I screw something up I don't try and blame it on someone else. I do try and take responsibility for my actions. Another piece of advice, if you don't want folks to comment on something, don't post it.

You STILL didn't answer my question though.

Sorry you didn't get the pity party you were looking for. Seems to me, you posted your scenario in hopes of garnering some sympathy and when THAT didn't happen you got all pissy.

BDT

dorokusai · February 2004

I agree, Polk CS is outstanding, period.

Spyder, don't let a simple mix up cause a lasting impression on you about how Polk CS operates and tries to help Polkies.

And as far as F1, Tour2Ma, TroyD and the rest of the crew, they are the whole reason I even come here. I would have left this place ages ago, had it not been for the dedicated users, and frequent posters that solidify involvement in this forum. If you want to freak out, then that's cool, but alot can be had by taking part in this forum.

reeltrouble1 · February 2004

I will take a big second on that!! Amount of help here is outstanding.

So I read this thread. I think, you know when I bought my speakers from CC they did not have the spikes. This over a year ago. The store manager said he did not know about spikes and suggests I contact Polk. Well, the speakers are on a hardwood floor so I never call Polk.

Well, now I want to move them onto carpet, so I send an e-mail to Mr. Swauger yesterday and explain the situation.

I get a response back within just two hours that he will take care of sending me the carpet spikes. As far as I am concerned he took the ball, ran for TD, did a dance, and spiked it.

Spyder the guys with lots of posts have them because they help others around here. Sometimes they fight about diff. issues but it is all about this great hobby. Like you said ejoy your RTi's.

spyderman · February 2004

Where in any of my posts did I blame Ken, or Polk, for not applying the Club Polk discount? I DIDN'T!

In fact, Ken thought I was blamming them for it on the phone. I immediately told him that it was my mistake. Which you guys simply want to harp on. :rolleyes:

When I asked Ken for the discount, I didn't think this was too difficult. CXL the original order and enter a new one with the discount... How tough is that??? The item didn't even ship. Perhaps there's more to it, but hey I'm the customer? Anyway, $60+ for a subwoofer grill is a bit pricey in my book...

You guys won't let this die like I asked. You have nothing better to do than harp on this?

You guys just want to pick a fight over this... Reminds me of all the other internet trash that's out there.

I thought Club Polk would be different...:( I DIDN'T! You guys just want to pick a fight over this... Reminds me of all the other internet trash that's out there.

F1nut · February 2004

Oh brother!!! :rolleyes:

spyderman · February 2004

Thanks for your comments.

I agree, we should just get on with life and enjoy our speakers .

I wanted to kill this discussion a long time ago.

Tour2ma · February 2004

Originally posted by spyderman
You guys just want to pick a fight over this... Reminds me of all the other internet trash that's out there.

I thought Club Polk would be different...:( I DIDN'T! You guys just want to pick a fight over this... Reminds me of all the other internet trash that's out there.

And the common element in your internet experience would be???

HBombToo · February 2004

Originally posted by Tour2ma
And the common element in your internet experience would be???

I just fell out of my chair and can't stop LOL:D

sowen010599 · February 2004

Ok guys, that's about enough. I started this thread because of some issues I was having in hopes of them being corrected. Guess what, they were. That's customer service! (Thanks again Ken!)

As far as Polk's customer service being "poor". Well, as far as the people I dealt with before posting here go.......it was poor. What do you want? That's the truth! Ken made it right, and I thanked him for it. That's where this thread should have ended.

Should customer service have redone Spyderman's order, yes. This is why "customer service" is called "customer service". However, it would be expected that such a service would take longer because of the paperwork involved. I think a mistake was made on both sides. The offer should have been made to correct the problem with Spyderman being informed that it would take longer to receive his order. However, this is all irrelevant because it should have been placed in a separate thread, not this one. Spydy knew this, even said so, but alas, the exodus continues.

Now, it is obvious that many of you all
A: Are not members of more intensely moderated forums and are unaware of the proper etiquette expected therein.
B: Don't care about this forum, how trashy it gets, or the opinion of others.
C: Don't know that it's very rude, and inconsiderate, to hijack another's thread.

any combination of the above.

I am getting sick of getting e-mails stating that someone has responded to my thread, only to find it's more quibbling ****. This place could really use some good moderators. Now I'll pick up my soap box and take it with me. Good evening all and please, try to have a good weekend.

Polk dropped the ball......

Comments