PSW 110 gone bad, Polk customer service a terrible experience

John_D

Hi Ken, I too have the same problem with my PSW110. I don't have the original receipt. Date of Manufacture is Dec 2013. Can you connect me with Polk service in Canada? When Polk sends a replacement board, is it simply an identical replacement, or has the board been redesigned to correct the original issue? Thanks for your help.

[Deleted User]

Hello,
The best person to contact is Walter Moser at: 1-877-660-6601 or via email to: wmoser@polkaudio.com and explain as much information as you can, approximate date of purchase and place of purchase.

hectic

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.

Shameful.

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

Chuck1026

Hello! I have a PSW110 that I bought a few years back... A couple weeks ago I heard just distorted buzzy sound instead of clean bass coming from the unit. Now I have no bass and just the "heartbeat sound".

I found another person posted that replacing a pair of 47 microfarad capacitors would correct the heartbeat. I'll start with that and see where this takes me... Sounds ike other capacitors may be bulged and shorted as well... I guess I'll post more as I methodically repair this amp.... capacitor by capacitor.......

pitdogg2

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.

Shameful.

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

UNFORGIVABLE ! Is this really what the GREAT Polk customer service has come to ??

@KennethSwauger

Maybe show this to Kim and ask if he was aware of this type of treatment. I can remember a time when you ALWAYS had the phone answered and a respectful voice on the other end who also would educate you on the specific item in question if you needed it. This seems to be an ongoing problem (phone no answer, emails unanswered etc.) for a few years now, and it seems to have progressively gotten worse and not better.

shameful to say the least

[Deleted User]

I believe Kim Jasper is already aware of the situation and has addressed it.

alyssonf

I'm from Brazil and I'm having the issue people saying about PSW110. Weird noise just like the video bellow https://www.youtube.com/watch?v=RUuZFi-lirw&feature=youtu.be

studioxjt

Same issue here, heartbeat sound with no input power on/off i have to unplug the unit to get it to work. Was great with my Monitor 70s and cs2 center that have lasted 3x as long as a powered sub. Was looking to expand to atmos but polk will be off my list of brands to consider from now on. Emailed support and of course a replacement amp that i have to install myself is $100. Paid $125 new from best buy. Junk.

F1nut

Amazing what people expect from a $125.00 sub.

codycatalist

alyssonf wrote: »

I'm from Brazil and I'm having the issue people saying about PSW110. Weird noise just like the video bellow https://www.youtube.com/watch?v=RUuZFi-lirw&feature=youtu.be

That thing is possessed. Burn some sage and buy a new sub while you're at the store.

codycatalist

F1nut wrote: »

Amazing what people expect from a $125.00 sub.

Yeah but I also understand that normally $125 isn't "cheap" and the normal person doesn't know the amount of money that goes into a good piece of gear. Not all will learn but some will.

rooftop59

F1nut wrote: »

Amazing what people expect from a $125.00 sub.

Most folks just don't understand how little the parts have to cost in order for a company like Polk - who still sells in Best Buy - to actually make money. We are taking about MAYBE $30 in parts. Labor, shipping, advertising, stocking, making sure that BB makes a profit, that's where all the money goes...

BlackHawk

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!

Chuck1026

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!

I used a Dayton SA100. I had to modify the opening a bit but it works great now! Did the transplant in February 2019... hated to put the big box in a landfill.

verb

Agree with Vegas. Most of us have been down that road, frustrated, but with some encouragement, and a little extra funds, stepped up. SVS is a huge jump to your sub game, even a used one, if you can find one!

I did, have to be patient, but the improvements are amazing! Lot's of info here on alternative subs.

Keep us posted!

Mr. Sharpe

Get PSW505. Had mine for 8+ years with ZERO issues. I didn't know this was the annoying complaints hub for Polk Audio either, good to know.

darklord01

just contacted polk to get a couple of new sub amps for my psw 110 because I unfortunately have two of them and was told that they no longer have parts because they are phasing them out and i should just buy new ones.not impressed since they still have them on there website as available

deerkiller1285

K I have a psw110 it popped fuse when I replace fuse something on board popped what do I do

F1nut

deerkiller1285 wrote: »

K I have a psw110 it popped fuse when I replace fuse something on board popped what do I do

Either replace the plate amp or buy a different sub.

zamar

I know this is a very old thread but here goes. I purchased a pair of Psw 110 subwoofers back in 2012 or 2013, I no longer have the receipt and with this in mind I called Polk to discuss some of the problems mentioned in the above thread which I myself was experiencing with my subwoofers, I was told I will have to purchase new amplifiers at full price since the subwoofers were probably out of warranty, please, any assistance from anyone with regards to this malady will be highly appreciated.. .

SeleniumFalcon

If either you or a friend are able to do basic electronic troubleshooting I can provide a schematic drawing of the bass amplifier if you'd like.