Concerned - Atrium 6

carey6503

I purchased my Polk Atrium 6 speakers last year and they were awesome. This year I have issues with them (bad distortion and water sloshing around inside). Both have the same serial number and I'm having a hard time with customer support at Polk as a result. I asked in another forum and others also have the same serial number on both speakers in the pair. How about you? Can anyone with Polk Atrium series speakers take a quick look at the SN and see if they're the same or different? I feel like my issue is not getting resolved at Polk due to what might be normal? My case is still open with Polk, so they haven't denied it, but I don't know why I have to keep explaining that both of the speakers giving me problems right now have the same serial number. Help!

F1nut

Why not open them up and pour the water out? Then figure out how it got in.

carey6503

Nope. The reason I purchased these speakers is because of their resistance to the elements. If they're not doing that, there's something wrong with them and should be handled accordingly under the warranty. Besides, why is the sound distorted so badly? That tells me some kind of damage is already done. I'm not about to turn them into a science project and void whatever chance I have at getting them covered under the warranty.

F1nut

I thought the distortion issue would be obvious, they are full of water.

polrbehr

I'm having a hard time understanding what serial numbers have to do with water getting inside them. If you're the original owner and have a receipt, I fail to see why
they won't help you.

carey6503

I think you guys are missing the point. I'm trying to get my speakers serviced via the warranty, yet I keep getting told that I need to provide more information or more pictures showing the same serial numbers. The fact that they have the same SN on both speakers should not have anything to do with whether or not I am able to get them serviced, but for some reason it is a problem with Polk CS. Yes I am the original buyer (less than a year ago), and yes I have proof of purchase. As an aside, I have confirmed with at least one other buyer of Atrium 6 speakers that the SN is the same on both, so from what I can see, this is the norm. Yet this seems to be a foreign concept with support, preventing me from getting my faulty speakers replaced.

VR3

They are sold in pairs.... Makes sense to me they would have matching serial numbers

verb

So welcome to CP @carey6503 I feel your pain! Frustrating for sure. Good news is that the warranty on them is pretty good.



So are you able to take pictures of each speaker, with the serial number? Same or not? Maybe side by side? Gonna have to take em down anyway.

A bit of a hassle, maybe, but that type of required information is not uncommon, in my experience.

Hang in there, it'll work out. I can say that I've had outstanding CS from Polk in the past.

Keep us informed!

verb

Looks like it's on the back on the speaker.

polrbehr

@carey6503 I was not questioning you or why/how this happened, but rather why they seem reluctant to help you?
Definitely report back when you hear something.

carey6503

@verb and @VR3 Thanks for the feedback. I already provided images of one speaker with SN (early last week). And then upon request, provided a picture of both with SN (later last week). I'm waiting to hear back. If they ask for a side-by-side I'll provide one, I just don't want to take them both down until I receive the replacements. It's spring and I don't want two empty speaker brackets making my backyard look ugly. First-world-problem, I know. The point above about them only being sold in pairs, and not individually, should be explanation enough about the matching SNs. I think Atrium 8s are the only ones in the series that can be purchased individually.

The crappy thing is that I'm a huge Polk fan and have been for years. -- I have Polk all over my house and office, and always promote them to friends and family. -- However this is the first time I've had to contact support, and I'm really disappointed so far.

This is a pretty straightforward issue IMO. I'll report back.

@polrbehr Yes, I did misinterpret your first post. It's pretty clear now when I read it back, but hanks for clarifying.

VR3

I would ask for Kim Jasper or Ken.

I have talked to "other" people there and the tone is extremely defensive and negative. The vibe is you versus the company at times unfortunately.

verb

Good approach @carey6503! Persistence is the key when it comes to making things happen! I’m sure all will work out in the end!

RobbyKY

For what's it's worth, I have two pair of the Atrium 6's, one set under cover and the second out in the elements. The one set is mounted vertically and fully exposed to the insane Texas downpours we get.

After reading this I pulled one down (just because I was out there after work yesterday stringing some RGB lights for an upcoming Derby party anyway) and it seems dry as a bone internally (no sloshing heard). Sound remains fantastic since I last used them back in October.

Possible you have cone separation since yours is distorted which would allow water intrusion. A neighbor had a different brand last year and experienced wasp building a nest inside between the grill and cone that caused all sorts of crazy distortions. They got in through damage in the grill. Not related but critters will take advantage of any little defect.

Good luck with getting resolution.

carey6503

UPDATE: I called Polk CS again today and they have approved the warranty claim. They'll be sending a new pair within the next 7-10 days. No mention of the serial number issue. Thanks for the input everyone.

@RobbyKY thanks for the insight. These are actually mounted on the outside of my garage, under the eaves. So they do get exposure to our (Chicago) rains, but it's not necessarily direct exposure as the eaves protect them somewhat. I had them stored inside the garage, out of the snow and sub-zero weather for the winter, and we have only had one heavy rain since I put them back up. I suppose there could be some internal obstruction, but a good external inspection didn't suggest anything. I didn't mention before, but I have these mounted horizontally (but pointed down about 45 degrees). I wonder if that allows for more water to get through, or maybe doesn't allow it to drain properly if it does get in. Now you have me rethinking my mounting option.

K_M

This thread, makes me wonder, with the magic of the internet and this being a "Customer Service" sub-forum, why would there not be at least one person at Polk Customer Service, that regularly scours threads such as this?

It seems this section has become the place to complain about customer service, but with no direct input usually.

(yes I know Ken S would join in, but I mean the current Customer Service people)

Would seem a great way to minimize the complaining and bashing of Polk.

carey6503

@K_M I couldn't have said it better myself! This is the perfect opportunity for Polk to get ahead of any issues (even if those issues are just perception). Being proactive goes a long way. And who knows, maybe these forums are even monitored (I'd be surprised if they weren't), but having an official Polk representative chiming in would certainly go a long way.

verb

Well done @carey6503 ! Congrats!

mhardy6647

Polk may be shifting more of its support to its social media platform(s)?
I am not sure, because I don't "do" so-called social media (i.e., Twitter, Facebook, etc.) myself, but I have read this in other threads.

The OP and other interested parties might (???) want to take a look at Polk's Facebook presence & see if there is better (faster turnaround) customer support via that route.

F1nut

This section was never monitored by anyone other than Ken S. from the very beginning despite numerous suggestions from long time veterans of this forum including yours truly that a CS rep at Polk do so daily. Since Polk CS has trouble answering phone calls and responding to emails these days why would someone think they have time to monitor the forum?

tonyb

Pretty disappointed after reading this thread. Darn shame if every complaint has to be brought upward to Kim Jasper or Ken, they aren't the only people in CS....AND isn't that the point ?

Wake up Polk, if you want customers to be loyal to the brand, the brand also has to be loyal to them.

polrbehr

tonyb wrote: »

Pretty disappointed after reading this thread. Darn shame if every complaint has to be brought upward to Kim Jasper or Ken, they aren't the only people in CS....AND isn't that the point ?

Wake up Polk, if you want customers to be loyal to the brand, the brand also has to be loyal to them.

Might have to add that to my sig...

carey6503

Wow, apparently I was an unintentional match to the pile of kindling that was already here. Polk, monitoring and getting ahead of social medial is not optional these days. Take it from someone who could charge for that advice... quite literally. Love ya, but stay ahead of this to keep face.

If someone joins a forum bearing your name it's either because they love you, or they have a bone to pick. Either way, these are the squeaky wheels who matter most. Get that grease gun out.

K_M

F1nut wrote: »

This section was never monitored by anyone other than Ken S. from the very beginning despite numerous suggestions from long time veterans of this forum including yours truly that a CS rep at Polk do so daily. Since Polk CS has trouble answering phone calls and responding to emails these days why would someone think they have time to monitor the forum?

We do not agree often, but agree 100% on this.
Sadly this is the reality.
I think many consumers, especially under the age of 40 or so expect to not have to make actual "voice" phone calls, and expect an online presence or the ability to "Chat" to a customer service person online via PM's.

stangman67

You are missing the point that they refuse to answer phone calls as well. It’s a bad situation all around and it’s been going on way too long. I have moved on from having any Polk equipment in my house now

K_M

stangman67 wrote: »

You are missing the point that they refuse to answer phone calls as well. It’s a bad situation all around and it’s been going on way too long. I have moved on from having any Polk equipment in my house now

No I get that...I was agreeing about it.
But adding that many "younger people" also expect an online chat.
So falling behind in a few key ways.

We are in agreement.

verb

I've found with a few exceptions, customer service is generally passive, and try to get away with the least amount of lost revenue, as possible.

I expect to have to challenge them. Talk to their manager, etc. Not to accept "I'm sorry, there is nothing I can do" initial response.

I wonder how many customers just walk away, and never come back?

Takes a bit of effort to negotiate, a bit of stress, but in the end I'm usually victorious.

Once exception, I've heard, and experienced 2nd hand, is SVS (bought a used sub off CL which died, the seller intervened and got me a new plate amp). And they have 5 year warranty to boot.

So the sub I have is only 2 years old. I kept the sellers phone number for the future, just in case!

VR3

Way back in the day... I purchased a set of used RT35i (first pair of speakers ever!)... I had a tweeter fail, called up Polk customer service and spoke to some guy named @KennethSwauger and he sent me a tweeter AND a crossover out for FREE!!!

Now I call Polk customer service and I feel like I am dealing with comcast or something.

F1nut

Comcast has improved so much around here that I'd give them an A-.

VR3

Well... in that case, given the new "press 1 for a call back" I would relate it to the IRS.

steveinaz

It's our current era of more pay, less service unfortunately.