Horrible Customer Service

jmelby

My problem started when I went I purchased a new receiver and began the audio setup. I noticed my right front speaker (S-60) sounded muddied and had no high end. So thinking this may just be part of the tone test I decided to move the right over to the left and confirmed that there was an issue with this speaker (it is only about 2 years old).

I then called customer service.....

After I began to explain my problem to the tech on the line, he kept calling the tweeter (which I told him I though was the cause of the issue) a "Twitter". No joke. I thought it was a mistake at first but after about 5 times of having him say this word he continued to call it a "Twitter" and that I needed to remove my "Twitter" and test it separately. If anyone knows the S-60 which I believe a tech should, there is no quick and easy way to remove the "Twitter". There are security screws in the front panel. I finally got fed up so I just gave up on the call. I called back to try and get a new rep. This one told me the same thing to open the speaker up (he did say tweeter though). I asked ...ok how do you want me to do this given there are security screws? He said hold on and he hung up. Perfect.

I then got on Facebook and contacted through this method. After a few days I got an incident number and was told it was being given priority and I needed to supply my contact information (which I did). I still have not heard back form them.

I find this to be extremely unprofessional and upsetting from a brand like Polk. I always figured they were good.

Does anyone know how to get in contact with a knowledgeable rep that knows their product and knows a difference between a tweeter and Twitter? Or give me access to the technical help manual their group reads from so I can just figure out the issue, buy a security screwdriver and the parts online then repair it myself....because that would be worth more than getting the free warranty repair work done.

rooftop59

Hey bud sorry for the bad experience but those are just hex screws. You can get something like this at Walmart or any hardware store (if you don’t already have a hex set - if you have a big drill set they’ll be in there):

https://www.amazon.com/Texas-Best-Folding-Durable-Construction/dp/B075RWH8DG/ref=mp_s_a_1_5?keywords=hex+wrench+set&qid=1574170829&sprefix=hex+&sr=8-5

Remove the screws and gently pop the plastic plate off. Then see if the “Twitter” is wired correctly.

jmelby

Thanks man. I looked that them really quick and figured they had the little bump in the middle as a lot of companies have been putting those in.

VR3

You can also buy security bites at any hardware store

Jstas

7 bucks.

https://www.harborfreight.com/security-bit-set-33-pc-68459.html?_br_psugg_q=security+bit+set

or 10 bucks

https://www.harborfreight.com/security-bit-set-with-case-100-pc-68457.html?_br_psugg_q=security+bit+set

Can be used with this if you don't have a power drill or power screw driver.

https://www.harborfreight.com/hand-tools/screwdrivers-nutdrivers/7-in-1-screwdriver-set-94955.html

Probably better to do it by hand anyway. Drills slip easier and are more likely to do heavy damage to speakers because of weight.

This can help get some leverage on tougher screws.

https://www.harborfreight.com/8-piece-right-angle-screwdriver-92630.html

$15 at Harbor Freight gets you all the tools you'd need to handle any security screw.

jmelby

Thanks all. Yea I took mine (security set) to work so it was a pain as they were not there when I was on the phone. But anyway took it apart and unhooked everything. All sound good when directly driven. Honestly it was a pain taking them off as the ground plug was a PITA to remove. But anyway put them back in (few times to continue to check stuff out) and one time was the magic time and everything worked. So something must have been loose somewhere or just not getting a proper connection. But ran the tone test and everyone sounded the same....well except for the sub of course . Thanks all! You should take over for tech support. Well unless you can't help fix a broken twitter.

polrbehr

@jmelby good that things worked out for you, though I will say it's a shame that you didn't get treated properly by CS (a tale often heard lately). Stick around here anyway,
there's a lot of knowledge and information to be had right here.

K_M

Twitters are delicate.

Glad you got it sorted!

Muchieman

I’ve had nothing but outstanding service from Polk, They have sent me out “Twitters” 😉 umm Tweeters for replacement free! Plus they even paid the shipping! Would stay on the phone With Ken, talking about the NFL, Matthew Polks retirement and so on. I’ve had Horrible service from RBH on speaker’s that cost 2k plus. Sold them off, don’t know about anyone else but Aluminum drivers didn’t sound right, like Artificial some what sounding very Forward mid range. weak bass and these where the Elites, only thing elitie was the over price tag.