Great Customer Service!

coaltrain
coaltrain Posts: 4
edited July 2014 in Troubleshooting
I registered in the forum so I could add a quick review of my experience with Polk customer service (warranty issue).

I have an IHT 3000 that I bought 10 months ago which has worked great all along. Last week my subwoofer quit working. I followed the troubleshooting steps in the manual along with searching the forum here. The subwoofer was getting the WiFi signal just fine but not producing any audio.

So I gave a call to Polk on Monday. I was almost speechless when a real person picked up the phone right away! The gentleman I spoke with (in Vista Ca) was very pleasant and went over the troubleshooting that I had done along with a couple other questions. Within a few minutes he determined the probable cause being the control board needing replaced. Took my information and said it would be shipped that same day at no charge (under warranty) and to expect it in about 1 week being I was on the other side of the country. 5 days later the board showed up today (Saturday!) and took less than 5 minutes to swap out. And it works again!

I am a firm believer in service after the sale, and Polk has hit it out of the park for me! I'm not anything of an audiophile, but you can be certain that any type of audio device I purchase from now on will be Polk.

So many times all your hear on support forums are problems. I feel when I receive excellent service like this it is only fair to post my good experience. Keep up the great work Polk Service folks - you've got a buyer for life!
Post edited by coaltrain on
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Comments

  • dbKiller
    dbKiller Posts: 316
    edited July 2014
    Welcome to CP, yes, I agree. The customer service is top notch, no matter how big or small the issue or part is. I am a fan for life!
    Home Theater: LG 60PB450; Pioneer Elite SC55; RT2000P; RT55P; CS400p; FX500; SVS PB12-Plus/2; PS3 360GB

    Office: Onkyo TX-NR616; RT2000i; RT800i; CS400i; DSW Micropro 4000; XBOX 360 250GB; LG BR370; Panasonic Plasma

    Bedroom: Sony STR-DH820; CS400p; RT55p; Sony Grand Wega 55"

    Retired: Sony STR-DN840; Yamaha HTR-6130; Sony STR-DN520; Paradigm Phantom V.3; Paradigm CS-270V.3, Cinema ADP V.3, PS1000 V.4; Polk S6; Onkyo TX-NR809; Monitor 50, CS1; FXi3; PSW350
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  • teekay0007
    teekay0007 Posts: 2,289
    edited July 2014
    WELCOME to Club Polk, coaltrain!

    That great customer service you mentioned is just one reason lots of us stick with Polk. I've had - and directed family and friends to - many, many pairs of speakers (AT LEAST 30-40 pairs) since the '80's, and only TWO pairs have been non-Polk.
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  • tonyb
    tonyb Posts: 32,983
    edited July 2014
    Just so you guys know, Polk customer service people do take small donations for beer money and to fund their Christmas party.
    HT SYSTEM-
    Sony 850c 4k
    Pioneer elite vhx 21
    Sony 4k BRP
    SVS SB-2000
    Polk Sig. 20's
    Polk FX500 surrounds

    Cables-
    Acoustic zen Satori speaker cables
    Acoustic zen Matrix 2 IC's
    Wireworld eclipse 7 ic's
    Audio metallurgy ga-o digital cable

    Kitchen

    Sonos zp90
    Grant Fidelity tube dac
    B&k 1420
    lsi 9's
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  • nguyendot
    nguyendot Posts: 3,594
    edited July 2014
    This is why we stand behind this company 100%.
    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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  • Nightfall
    Nightfall Posts: 10,086
    edited July 2014
    Heck, they still produce and sell replacement drivers for ~30 year old speakers.
    afterburnt wrote: »
    They didn't speak a word of English, they were from South Carolina.

    Village Idiot of Club Polk
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  • Toolfan66
    Toolfan66 Posts: 17,311
    edited July 2014
    tonyb wrote: »
    Just so you guys know, Polk customer service people do take small donations for beer money and to fund their Christmas party.

    Not sure if your serious :-/

    If so why didn't I know that? :-(
    Polk Audio SDA 2.3tl Fully Hot Rodded. 😎

    SVS SB16 X2

    Cary SLP-05/Ultimate Upgrade.
    Cary SA-500.1 ES Amps
    Cary DMS 800PV Network
    OPPO UDP 205/ModWright Modification
    VPI Scout TT / Dynavector 20x2
    Jolida JD9 Fully Modified

    VPI MW-1 Cyclone RCM

    MIT Shotgun 3 cables throughout / Except TT, and PC’s
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