Is there anyone IN Polk's customer service department?

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 for an Omni SB1 soundbar on 11/30/2018. The sound bar is a few years old and I wanted to go directly to the mfg 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, also 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 experience alone, I will not buy a Polk audio product 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 order 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 provide the "service" in a customer service department.

And to the supervisor of this agent---I bet he never told you...

REF # 181130-000889

rooftop59

Sorry to hear this. WAY too much of this crap happening lately. Polk won't sell the most speakers in America for much longer this way...

@KennethSwauger

[Deleted User]

Hello,
Let me refer this to Kim Jasper, CS manager and ask him to contact you via email.

hectic

UPDATE---RESOLVED!

Too often people complain, but don't compliment; this time I'm doing the latter.

Yesterday I received a replacement remote delivered by Fedex, and I'm very appreciative that this was resolved!

I do, however, remain frustrated that the customer service department was so difficult to get a response from for months, and more so that when I did speak to a live, "refuse-to-give-me-his-name" agent (whom, incidentally I asked this info for more as a reference to the call, and not to threaten him in any way), his behavior was unacceptable. I sense he knew how poor the response was in that department but that's no excuse for taking it out on a customer.

No one has acknowledged this legitimate concern I had with his treatment.

Moreover, on 1/31 he said the item was back ordered to the "end of the month"--January? Then said he meant February. Seems that clearly wasn't accurate as I now have the remote. Did he intentionally misrepresent the status of the remote?

What a contrast to my email inquiry to Delta airlines customer service department made on 1/27 that was responded to on 1/31, starting out with an apology for the "delayed" response. It was more than an acceptable amount of time in my opinion.
Further they addressed me by name, apologized in the closing and stated that they appreciated my business.

Obviously I have a far more favorable impression of Delta than Polk. I hope my experience with Mr. "refuse-to-give-me-his-name" was an isolated incident.

I'm grateful for this forum leading me to Kenneth Swauger and Kim Jasper, to get this resolved.

zkell99

I too am having issues with my sound bar and have been in talks with customer service for three weeks. They finally said they would ship me a new unit but that it was back ordered and that I should “not respond to this email”

What does back ordered mean??! When will my unit get fixed?!

[Deleted User]

Usually "back ordered" means there isn't any inventory available to ship to customers. If they've agreed to send you a replacement your soundbar won't be fixed just replaced. I'm afraid you'll have to be patient and they'll send a new unit as quickly as they can.

displayname

Honestly, the big audio companies hate the expense of customer service. It's shameful but true. They don't view the end user as the customer, they view their dealers as customers. They also somewhat expect the dealer to deal with customer service under the concept that you are the dealer's customer, and they should be handling those relationships.

I'm not saying it's right, because it's not. But unfortunately that's how most of the big audio companies work now.

polrbehr

displayname wrote: »

Honestly, the big audio companies hate the expense of customer service. It's shameful but true. They don't view the end user as the customer, they view their dealers as customers. They also somewhat expect the dealer to deal with customer service under the concept that you are the dealer's customer, and they should be handling those relationships.

I'm not saying it's right, because it's not. But unfortunately that's how most of the big audio companies work now.

And it's a shame because it wasn't always the case here, but then Polk Audio isn't Polk anymore either. There are a few who still put forth tons of effort to get issues taken care of, but really, a CS rep that treats customers the way the OP got treated should not be answering phones.

nooshinjohn

Mom & Pop no longer run the show anymore in many of our beloved brands. If Matt were still on top of the food chain at Polk, or his name and legacy meant anything to those that now call the shots, this nonsense would have never been allowed to sully the brand.

Mikey081057

There is no acceptable reason or excuse for poor customer service. If management can't fix it they need to get managers who can.

zkell99

@KennethSwauger going on two months now with no update, replacement unit or reply. Patients in running out.....

BlueFox

Ken no longer moderates this forum, so you might want to try another contact.

rooftop59

@zkell99 ken can not help you anymore. There is no one currently running this forum. @KenCustomerService might respond, but he is also no longer officially a part of customer service. We have been abandoned 😢

BlueFox

And for the better in my opinion.