Polk CS

westmassguy

What's up with Polk CS? I tried ordering two RDO-198s on Friday. Was put on hold twice, told the system was slow, and she would call me back. Friday, no return call, Monday came and went, no return call. Called this afternoon, put on hold 4 times by the same Gal, who got my order wrong, then put on hold again, for 5 min, then automatically transferred to someone else, who actually took my order with no problems at all.

[Deleted User]

Hello,
I'll forward this to the CS manager.
Thanks, Ken

westmassguy

Thanks Ken. Don't want to stir up trouble, but Polk CS was never like this.

teekay0007

westmassguy wrote: »

What's up with Polk CS? I tried ordering two RDO-198s on Friday. Was put on hold twice, told the system was slow, and she would call me back. Friday, no return call, Monday came and went, no return call. Called this afternoon, put on hold 4 times by the same Gal, who got my order wrong, then put on hold again, for 5 min, then automatically transferred to someone else, who actually took my order with no problems at all.

Maybe Helen could/should be talked into being the Brett Favre of Polk CS and drawn out of retirement.

[Deleted User]

Hello,
In all likelihood you hadn't reached Polk's CS department (at present there are only male reps working in that area) but a different group. I'm told it's important to select "option 1" when calling. Chances are you were transferred to a CS person who then took your order.
Sorry for the confusion.
Cheers, Ken

westmassguy

Ken, on the "Contact US" option at the bottom of the main Polk page, it says: Customer Service is Option 4, Tech Product/Support is Option 1.
That's most likely why I spoke with women both times when I called.

[Deleted User]

I'll point that out to CS..

westmassguy

Kenneth Swauger wrote: »

I'll point that out to CS..

I know you will

[Deleted User]

I believe the problem is that the "contact us" option 4 is to allow people who have questions concerning ordering from the online store as opposed to the "regular" Polk general customer service (product issues and parts). That would be the "option 1" choice, but the headings aren't overly clear.

westmassguy

Well I think they need to add or modify the wording, especially for those looking to order replacement parts.

[Deleted User]

I agree completely...

TNTsTunes

I had the same issue but the woman I talked to told be to call back and choose option number 1. I was surprised I couldn't have simply been transferred. I forget who I did talk to when I called back and chose option number 1. He was very nice and helpful though.

[Deleted User]

Hello,
I believe the problem with not being able to transfer your call was that the first person you reached is not in the same location as Polk's CS department.
Regards, Ken