hectic wrote: »
One would think that with several forums, BBB etc. noting terrible customer service for several years, that a company as large as Polk would get things right.
I inquired about a replacement remote 11/30/2018. The sound bar is a few years old and I wanted to go directly to the manufacturer first for a replacement to ensure I was getting the correct one.
Though I did get an immediate, though generic autoreply confirming receipt of my initial email, it wasn't until THREE weeks after that, 12/21/2018, that I was advised that they do, in fact, have that remote and that they needed my contact info. They also indicated that it would ship within 7-10 business days. I was happily surprised that this would be shipped at no charge, and more than happy to wait out that timeframe, assuming I'd have it about the first week of January. I immediately responded with the requested information.
Instead of getting the item during the first week of January as their email suggested, I instead got a confirming email 1/8/2019 stating they are "porcessing [sic] the items below and will ship within the next several days. Once your order ships we will send another email with tracking number".
I've waited this long, so expected if it were to be shipped within a few days from 1/8, I'd have it in about a week's time.
But that didn't happen either.
Now over THREE weeks from that last email of 1/8, I tried to call 1-800-377-7655 FOR DAYS! And for days, the outgoing message says: "we're experiencing longer than expected hold times---call back!"
Several emails were, as expected, ignored.
Today, I had the option of leaving a call back #. They called within about a half hour. That was good.
As I too work in customer service the first thing I said to the agent is that although I've been frustrated by the delay and inability to reach anyone, I will not take it out on him. And I didn't. I don't yell, swear or get sarcastic but at this point, it's been 2 months since I've initially contacted Polk customer service.
He then tells me the item is on backorder and I asked why did they send the email on 1/8 if that was the case? He immediately got sarcastic, raised his voice and repeatedly and menancingly/tauntingly called me: "maam, maam, maam" so I asked for his name. He refused. Though he did say the item would be available at "the end of the month".
Today is January 31, so I pointed out that "it IS the end of the month". So he sarcastically asked if I wished to speak to his supervisor and I agreed.
OF COURSE HE HUNG UP ON ME.
The inability to use the remote means we have to physically touch the soundbar to turn it on/off. I'm not complaining about having to get up but I AM concerned that when we touch the soundbar, we often get a shock and unit turns on (or off) as the case may be. I'm afraid it might damage it or blow it out completely. If that happens, based on this customer "service" alone, I will not buy a product Polk Audio again.
So this terrific gesture of a no charge replacement remote is great IF Polk could actually deliver it.
Alternatively, if an accurate email in the last 2 months that the status of the shipping had been changed, OR you actually have people answering the phone in customer service instead of saying you're "too busy to take the call and call back",
or lastly---and for god's sake, don't hang up on customers who are not being disrespectful to you, my opinion of this company would be changed and I'd be happy to buy Polk products again and recommend to others.
So to the man calling me "maam" , I hope your day improves so you can be the "service" in a customer service department.
And to the supervisor of this agent---I bet he never told you...
REF # 181130-000889
alyssonf wrote: »
I'm from Brazil and I'm having the issue people saying about PSW110. Weird noise just like the video bellow
F1nut wrote: »
Amazing what people expect from a $125.00 sub.
BlackHawk wrote: »
I have a Polk Audio PSW110 and it's the only sub I've ever had trouble with. The amp has gone bad for the second time (it's now out of warranty) and I was wanting to know if anyone knows if there's another amp that's more reliable that's a drop in replacement for this troublesome amp? Or is there a way for me to diagnose the failed part(s) and replace them with more reliable parts? Thank you!
deerkiller1285 wrote: »
K I have a psw110 it popped fuse when I replace fuse something on board popped what do I do
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