Kim Jasper your Customer Service dept is a disaster

Frustrated_customer

Endless waits on hold at 800-377-7655
Only auto-response to emails with failed promises of "we'll get back to you" - someday
Clearly you are understaffed and your no longer providing "customer service"
Hopefully you read this forum once in a while.
Your the mgr - its your fault.
Case Number - 00125160 / 00131030

nooshinjohn

Reported...

WagnerRC

This is clearly a pattern of poor customer service. Sad to see.

BlueFox

There was recently something else about how Polk customer service seems to have deteriorated. Whether true or not I don't know, but frustration does elicit strong comments. I know I really went ballistic on Sony support in Laredo TX a few years ago.

rooftop59

It's a pattern John, it needs to change. Lots of focus on good things at Polk recently, in getting back to the sound and value the made Polk who it is. But customer service has also made Polk who it is to lots of us, and it is not living up to that standard lately.

nooshinjohn

I get that... the question I have is why do we need all these threads trashing Polk CS? The op has another thread where Ken is helping to get this resolved. Give the guy a chance.

F1nut

If one wishes to voice their displeasure with Polk's customer service directing it at Kim Jasper is pointless. You need to voice it to those higher up. Unfortunately, I don't know who they are, so I suggest contacting Polk HQ in California as they can tell you who that might be.

[Deleted User]

I've sent a copy of this thread to Chet, head of CS.

honestaquarian

According to his other thread this has been going on for more than a month,which is unconscionable. I certainly can understand the frustration.

tonyb

This is sad to hear about. CS has always been one of Polks many selling points and one that separated it from their competition. Hopefully whoever is making decisions down at HQ restores CS to their previous excellence.

txcoastal1

Getting reviews from the internet is more popular than ever. Now days customer support can make or break a company.

vcwatkins

Certainly seems to be a pattern lately. Hope OP can get resolved to his satisfaction and report back if/once resolved.

K_M

KennethSwauger wrote: »

I've sent a copy of this thread to Chet, head of CS.

Good move obviously, but just curious, do those really higher up, ever frequent this forum. What level of interest do they have if any? (in the forum)

Ricardo

Sad. Hope someone takes action.......Soon.

mdaudioguy

K_M wrote: »

KennethSwauger wrote: »

I've sent a copy of this thread to Chet, head of CS.

Good move obviously, but just curious, do those really higher up, ever frequent this forum. What level of interest do they have if any? (in the forum)

The irony here, is that the forum itself serves a huge CS role for Polk, providing troubleshooting and advice for a great many customers. The forum community resolves many issues and weeds out a lot of calls and emails that official Polk CS doesn't have to deal with. Polk didn't stick around this long with poor CS. Time to correct this blip and get things back to where the members here can recommend Polk with pride. Many have proudly crowed about Polk's outstanding attention to customers in the past. Let's hope they continue to do the same in the future.

pitdogg2

Couldn't of said it better^^^^^^

Nightfall

We sell a lot of tweeters too. Where's our paycheck?

pitdogg2

Nightfall wrote: »

We sell a lot of tweeters too. Where's our paycheck?

Checks in the mail pal, unfortunately Polk CS is too busy to take it to the post office. Or maybe their all down there standing in line that might explain a lot.

stangman67

Glad this thread is garnering attention. Sad to see ths numerous bad cs experiences from people. Polk is making great new products but they need to understand that doesnt matter unless the customer service is still there to back it up. Love Polk equipment, history says they will step in and course correct I hope.

honestaquarian

This is sadly what almost always happens when companies get swallowed up by the corporate types. Suddenly the attention shifts from customer service to how much money is going out towards paying people versus how much is coming in and the bean counters ALWAYS win!

mrloren

I just had great CS experience with them. Needed a grill for a CSi-5 yesterday and Picked it up today.

My first call in did take like 15 minutes before I could talk to anybody. Once through I was taken care of by someone in the USA.

Sony Laredo was a sick joke. I worked for sony at the time and we hated sending stuff there. Glad Sony closed it.

Frustrated_customer

Thank you Kim Jasper for the quick response- new amp on the way. Just needed to get thru to the right person. Unfortunately the forum seems to be the only way to reach CS - better than the phone or email. Trust your working on that. Otherwise always been happy with my Polk sub's.

twochannel

My contacts with customer service were great. Email was almost immediately returned and my backordered RD0194 replacements came sooner than expected.

Ricardo

Good job on fixing this one. Now to evaluate what needs to be done so no other customer gets to this point of frustration.

tonyp063

And full marks to the OP for coming back & reporting.

ccrolley

My PSW-505 amp failed in October (2.5 years into warranty). I called and they said they'd have a new board shipped to me with 4-5 business days. I called again a few weeks later, and they said it'd be December 4 before the new boards were available - guy I talked to seemed pretty put-out that I'd called.

Then I called again in mid-December and they said it'd be around the 24th. I commented on Facebook that their Customer Service was awful, citing my own case. They blocked me.

Sick of waiting on hold, I emailed them a week ago - no reply. My entire media room is Polk speakers - 4 wall-mounted surrounds, two tower mains and a center. The sub has been apart since October waiting on a part I suppose I'll never get.

So, that's my experience. I couldn't pick Kim Jasper out of a lineup, but if he/she is responsible for this sh!# show, I'd suggest a change in management is in order.

[Deleted User]

I'm sorry there's been such a delay, I know they were/are waiting for resupply. Let me send your email address to Kim.

[Deleted User]

Kim is going to contact you, however Polk has closed early due to inclement weather. Rest assured he will do whatever he can to help, be patient.

ccrolley

A follow-up to my complaint. Kim got hold of me the same day, and let me know the status of my repair. The board was actually shipped a couple of days before I fired off my message, but nobody contacted me -- Kim sent me the tracking number and other particulars.

I received and installed the board, and have a working sub again -- so that's great. In retrospect, Polk stood by their 2+ year old product commendably -- I just wish they had done a better job of communicating and all of this unpleasantness could have been avoided. From the looks of a couple of other communications I've received since, they're trying.

Kudos to them for that, and thanks to Kenneth and to Kim for helping make this right. Your efforts are much appreciated.

[Deleted User]

I'm sorry the communications side of this wasn't better, I'm glad things are working now.

EWF

Same kind of non-response experienced as well from both email and 1-800# inquiries. If anyone can help Ref# is 180116-000994 for sub woofer gone bad while still under warranty.