Kudos to Polk Customer Service
EndersShadow
Posts: 17,596
in Speakers
I wanted to start this thread to once again highlight Polks Customer Service department. I like to try and recognize when a person or company goes above and beyond.
Background information:
My brother's Christmas list included the want for a blutooth speaker for the shower. \
Well..... so OF COURSE I looked first and foremost at the Polk stuff, and specifically the Swimmer as I know its rated as waterproof for 3 feet for 30 minutes, and with the tail would work for him on his runs (he wears a full on runners backpack with water holders it would work with great).
I'm also familiar with Polks stuff as I've got a full LSi Home Theater, a Polk Surroundbar 2000 in my bedroom, have had 2 diff pairs of UltraSport 3000's (dogs ate em both
) and demo'd the Ultrafocus 8000's. So basically, I had no doubt the sound quality would be there, in addition to being waterproof.
So I hopped on eBay and found a listing for one and bought it.
Problem:
Upon opening up the package, I discovered that instead of a New in Box product with full warranty, I received as a refurbished model. Given the time of the year and how busy the shipping department (and all other departments) are, I can see where a small slip-up like that might happen. Not a big deal (except for me on Christmas of course
).
So I called Polks Customer Support number. The person I spoke to initially (name withheld) indicated that ALL their items were refurbs even if the sale ad said new. That just didnt seem to jive in my head so I called back and left Polks eBay rep (different person that the first one I talked to) and left her a voicemail.
10 minutes (or less) later she returned my call. I explained the situation to her about getting the wrong product, and expressed my concerns that it wouldn't arrive in time for Christmas. She asked me for routine documentation, such as a picture showing what I got and asked I send their eBay store a message with that information, which I gladly did.
No more than 10 minutes after I hit send I had a return message from the eBay store telling me a new Boom Swimmer would be shipped to my house expedited so it arrives before Christmas, but also said to keep the refurb model as a courtesy. They sent me a capture of the item that they would be shipping me to my PayPal email address as well, which I also appreciated.
They could have very easily just had me return the refurb (and I would have been glad to), but they went above and beyond by letting me keep it, and then ensure the correct item arrives in a timely manner.
In the scheme of things this was a very small mistake in shipping that occasionally happens, but I very much appreciated the professionalism and speed in which the error was corrected. This holds even more true given its Christmas time and the customer support folks are likely getting inundated with calls/complaints, etc.
I felt that it warranted celebrating the Customer Support team so both current* and future members of this forum understand that Polks customer support is OUTSTANDING!
*most current members are probably already aware if they've ever interacted with them
Thank you Polk Customer Support Team, and Merry Christmas to you and yours!
Happy Customer
Dan
**Rep's name(s) intentionally withheld for confidentiality's sake**
@D2Lo & @KennethSwauger - Can you pass this along to the team member that helped me. If you need her name, I will gladly PM it to you, but I think shes the only one handling the eBay storefront.
Background information:
My brother's Christmas list included the want for a blutooth speaker for the shower. \
Well..... so OF COURSE I looked first and foremost at the Polk stuff, and specifically the Swimmer as I know its rated as waterproof for 3 feet for 30 minutes, and with the tail would work for him on his runs (he wears a full on runners backpack with water holders it would work with great).
I'm also familiar with Polks stuff as I've got a full LSi Home Theater, a Polk Surroundbar 2000 in my bedroom, have had 2 diff pairs of UltraSport 3000's (dogs ate em both
) and demo'd the Ultrafocus 8000's. So basically, I had no doubt the sound quality would be there, in addition to being waterproof.So I hopped on eBay and found a listing for one and bought it.
Problem:
Upon opening up the package, I discovered that instead of a New in Box product with full warranty, I received as a refurbished model. Given the time of the year and how busy the shipping department (and all other departments) are, I can see where a small slip-up like that might happen. Not a big deal (except for me on Christmas of course
).So I called Polks Customer Support number. The person I spoke to initially (name withheld) indicated that ALL their items were refurbs even if the sale ad said new. That just didnt seem to jive in my head so I called back and left Polks eBay rep (different person that the first one I talked to) and left her a voicemail.
10 minutes (or less) later she returned my call. I explained the situation to her about getting the wrong product, and expressed my concerns that it wouldn't arrive in time for Christmas. She asked me for routine documentation, such as a picture showing what I got and asked I send their eBay store a message with that information, which I gladly did.
No more than 10 minutes after I hit send I had a return message from the eBay store telling me a new Boom Swimmer would be shipped to my house expedited so it arrives before Christmas, but also said to keep the refurb model as a courtesy. They sent me a capture of the item that they would be shipping me to my PayPal email address as well, which I also appreciated.
They could have very easily just had me return the refurb (and I would have been glad to), but they went above and beyond by letting me keep it, and then ensure the correct item arrives in a timely manner.
In the scheme of things this was a very small mistake in shipping that occasionally happens, but I very much appreciated the professionalism and speed in which the error was corrected. This holds even more true given its Christmas time and the customer support folks are likely getting inundated with calls/complaints, etc.
I felt that it warranted celebrating the Customer Support team so both current* and future members of this forum understand that Polks customer support is OUTSTANDING!
*most current members are probably already aware if they've ever interacted with them
Thank you Polk Customer Support Team, and Merry Christmas to you and yours!
Happy Customer
Dan
**Rep's name(s) intentionally withheld for confidentiality's sake**
@D2Lo & @KennethSwauger - Can you pass this along to the team member that helped me. If you need her name, I will gladly PM it to you, but I think shes the only one handling the eBay storefront.
"....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)
Comments
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I had a similar situation when I picked up my FXi 3 surrounds from them years ago.
Listing said brand new, but the box had a big "Refurbished" sticker slapped on it when it was delivered.
I called and was told that they are brand new, they just slap that sticker on anything that leaves the warehouse from the eBay store...
They said that my receipt says new stock, so full warranty would be honored.
I was fine with that and the FXi 3's are still chugging along in my system, well after the warranty.
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Kudos to Polk!
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That person was Breanna, another great Polkie!
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KennethSwauger wrote: »That person was Breanna, another great Polkie!
Yup, didnt mention her name as wasnt sure it was Kosher or not."....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) -
I have no doubt about Polk's customer service. This is a routine transaction among the better Market Place sellers for Amazon and Ebay.
I had a similar situation with an Amazon Marketplace seller and a blue tooth speaker. I got a returned model w/o instruction manual (seal on the box was broken). I explained this was a X-mas gift and their ad said "new". They sent a new un-opened unit and told me to keep the opened model for my trouble."Appreciation of audio is a completely subjective human experience. Measurements can provide a measure of insight, but are no substitute for human judgment. Why are we looking to reduce a subjective experience to objective criteria anyway? The subtleties of music and audio reproduction are for those who appreciate it. Differentiation by numbers is for those who do not".--Nelson Pass Pass Labs XA25 | EE Avant Pre | EE Mini Max Supreme DAC | MIT Shotgun S1 | Pangea AC14SE MKII | Legend L600 | BlueSound Node 3 - Tubes add soul! -
I delt with CP a few times and it's always been a pleasant experience until the last time a few months ago,I was looking to buy a few parts for my 705's .
The Polk Rep said he would call back with an answer and never did. I could have called back I suppose but it wasn't that important as it was only cosmetic issues.
I'm not saying he was rude or unhelpful he just couldn't answer my question.
Cheers,Roger -
What parts were you trying to find?
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Ken I PM'ed you, and Ender it was poor taste on my part to post a negative comment in your thread please except my apologizes. I don't know what I was thinking about.
Roger -
No problem, I'll check into it.
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