Absolute inept service from Polk Audio over and over

BjornB17

First off, I've been a dedicated Polkie since about 2003. I've been through my fair share of Monitor series and RTi and RTiA speakers. Most recently I had some RTi12's but was looking to upgrade to some other Polk setup.

A few weeks ago I listed my RTi12's for sale locally and got a buyer within a couple days. I knew my tweeter was dead so I call up Polk CS and wait on hold for 30 minutes, and order a replacement tweeter (the version from the RTiA9). All is good, I get an e-mail invoice and I'm supposed to get it in a week or so. Meanwhile I sell the speakers and tell the guy I'll have a new tweeter to give to him in a week.

A week goes by, I call up Polk CS, wait on hold for 30 minutes, they tell me that they thought I called up previously to cancel the order (?), but it has not been cancelled yet and they can still ship it, and expect in in a week or so.

A week goes by, I call up Polk CS, wait on hold for 30 minutes, nobody answers, finally select the call back option. Get a call back in about 20 minutes. It is the same guy I've talked to 3 previous times. I ask if he can give me a tracking number, he says I called last week to cancel the order so he did (I didn't). He says I can place a new order. I finally say screw it and buy one on ebay. Almost a month has gone by and Polk just wont ship me a tweeter.

Polk, wtf is going on? I've had great service in years past but you have one guy working there that has no clue what he is doing.

polrbehr

This continues to happen over and over; the Forum is filled with complaints and bad experiences over the past couple of years.

Bad service is no longer the exception, it is the rule. It is a shame, I hope that whoever is in charge there starts caring a little more about the Polk reputation for customer service.

Inspector 24

That’s too bad. They used to be amazing, I almost looked forward to things failing so I could order more.

KyleShufelt

Being a Previous Polk CS rep (left the company about 8 years ago) I’m still sad to see this, seen many a comment about this. Polk CS was always ranked Best in the industry...

BjornB17

KyleShufelt wrote: »

Being a Previous Polk CS rep (left the company about 8 years ago) I’m still sad to see this, seen many a comment about this. Polk CS was always ranked Best in the industry...

Wow your first post, welcome. Thanks for the great service in years past! I've always had great service in the past and I still love Polk products. Hopefully they can straighten their CS department out.

K_M

No excuse (poor service) from a company that expects to sell a $6,000 speaker. My head just spins at how those 2 things can co-exist.

KyleShufelt

Well not really my first Post , my previous username was Dubradio, I’ve always held a special place in my heart for Polk. Both myself and my father had worked there and loved the company. I still have respect for those Polkies.. Long live Metro dr crew.

CS was always a driving factor of what made Polk great, we did what we needed to do make customer happy, wether that be tracking down crossover schematics of a 40 year old speaker for a customer to be able to replace a single 5$ capacitor rather than forcing them to buy an entire new set of speakers, or providing detailed setup instruction for the first gen surroundbars.

I started under Ken , and then was lead by Kim Jasper, at the time I left it was Kim, Eric, Helen, Breanna, and myself. Still the best team I’ve ever worked with.

A lot of the downturn has definitely been generated by the heavy handed DEI Holdings and “Sound United” hat that the company is now under.

I respect the engineering and development teams still to this day, it just seems like most of what Polk was have had its hands tied by the joke that is DEI/SoundUnited and its “leadership”. In particular the downfall began under JIM Manarik and Has seemingly become less customer focused under KEVIN Duffy.

It’s sad to say Polk likely won’t even reflect what it once was ever again, with the industry going in a totally different direction as consumer habits have drastically changed.

But better believe I will hang onto my older RT800 and rt55i and still enjoy listening to them with my emotiva every day 😁

BjornB17 wrote: »

KyleShufelt wrote: »

Being a Previous Polk CS rep (left the company about 8 years ago) I’m still sad to see this, seen many a comment about this. Polk CS was always ranked Best in the industry...

Wow your first post, welcome. Thanks for the great service in years past! I've always had great service in the past and I still love Polk products. Hopefully they can straighten their CS department out.

Clipdat

KyleShufelt wrote: »

Well not really my first Post , my previous username was Dubradio, I’ve always held a special place in my heart for Polk. Both myself and my father had worked there and loved the company. I still have respect for those Polkies.. Long live Metro dr crew.

CS was always a driving factor of what made Polk great, we did what we needed to do make customer happy, wether that be tracking down crossover schematics of a 40 year old speaker for a customer to be able to replace a single 5$ capacitor rather than forcing them to buy an entire new set of speakers, or providing detailed setup instruction for the first gen surroundbars.

I started under Ken , and then was lead by Kim Jasper, at the time I left it was Kim, Eric, Helen, Breanna, and myself. Still the best team I’ve ever worked with.

A lot of the downturn has definitely been generated by the heavy handed DEI Holdings and “Sound United” hat that the company is now under.

I respect the engineering and development teams still to this day, it just seems like most of what Polk was have had its hands tied by the joke that is DEI/SoundUnited and its “leadership”. In particular the downfall began under JIM Manarik and Has seemingly become less customer focused under KEVIN Duffy.

It’s sad to say Polk likely won’t even reflect what it once was ever again, with the industry going in a totally different direction as consumer habits have drastically changed.

But better believe I will hang onto my older RT800 and rt55i and still enjoy listening to them with my emotiva every day 😁

Hey @CassidyStains, I found this post insightful.

[Deleted User]

Hey all, thanks for the heads up. Definitely not our intention to disregard customer service, I'm forwarding this to the head of customer service to see if there's something we can do to improve things especially right now which is our busiest time of the year.

Clipdat

Thanks, appreciate it!

[Deleted User]

@BjornB17 Please DM us your email and phone number, we will have a manager contact you to have this issue resolved ASAP.

verb

CassidyStains wrote: »

Hey all, thanks for the heads up. Definitely not our intention to disregard customer service, I'm forwarding this to the head of customer service to see if there's something we can do to improve things especially right now which is our busiest time of the year.

Thanks Cassidy! We get a lot of first timers reaching out here, very frustrated, because of not getting the customer service they deserve.

BjornB17

CassidyStains wrote: »

@BjornB17 Please DM us your email and phone number, we will have a manager contact you to have this issue resolved ASAP.

Thanks, but I already bought the tweeter off of ebay about a week and a half ago. Not much to do about it now.

BlueFox

You can at least follow up and try to resolve the problem for future customers.

BjornB17

BlueFox wrote: »

You can at least follow up and try to resolve the problem for future customers.

Good idea, I'll do that

BjornB17

@CassidyStains, PM sent

BlueFox

Excellent. Thanks.

mpitogo

Wow really sad to hear about Polk CS. I’ve only had to deal with Polk CS once in the past. One of my DSW microPRO 3000 had exposed sealant on the driver’s reverse roll surround. Called CS, got a shipping box, and replacement unit. That was a great experience. At the time I think, around 2003, those subs where selling at $999.

So after years of good luck, my luck ran out on a direct order for an LSiM 706c. Arrived dented. Opened a web ticket, waited, then called and left a VM with call back info, waited, then emailed websitessupport@soundunited.com and waiting. I spent $7400 on Polk speakers in the last month and hear crickets from their CS dept.

Hate to say it but if this keeps up, Polk Legend L800 will likely be my last. Time to move on to more deserving companies.

BjornB17

I'd say that the point they are missing with their super slow and unresponsive customer service is that when we spend a lot of money on their equipment, we are excited to put our new toys to use. In the past, their good CS meant we would be up and running in no time. Now it just drags on to the point where the enthusiasm is lost (if you even get any service at all).

mpitogo

In a world of same day delivery and streaming at your fingertips, slow customer service is no customer service. In a world of AI driven Ops Amazon for example, you can pretty much get a replacement for damage goods via simple ticket. They email you a printable shipping label and you’re off. But this is a different model.

BjornB17

I finally heard back from Polk a week later after messaging them and they don't seem to be aware of what my message was in regards to. Sorry guys this is a lost cause

[Deleted User]

BjornB17 wrote: »

I finally heard back from Polk a week later after messaging them and they don't seem to be aware of what my message was in regards to. Sorry guys this is a lost cause

Yes, we asked for you to remind us what you needed assistance with because it was a message you sent to us right before our Christmas break. We want to make sure we connect you with the correct department, and besides, you're not the only person we've assisted here in the past week. So excuse us for asking you for a brief description of what you needed assistance with, not much we can do with just your email and phone number and 0 reference point.

I've gone ahead and forwarded your info to someone on the technical support side.

BjornB17

CassidyStains wrote: »

BjornB17 wrote: »

I finally heard back from Polk a week later after messaging them and they don't seem to be aware of what my message was in regards to. Sorry guys this is a lost cause

Yes, we asked for you to remind us what you needed assistance with because it was a message you sent to us right before our Christmas break. We want to make sure we connect you with the correct department, and besides, you're not the only person we've assisted here in the past week. So excuse us for asking you for a brief description of what you needed assistance with, not much we can do with just your email and phone number and 0 reference point.

I've gone ahead and forwarded your info to someone on the technical support side.

Between my post above that explained what the issue was, you asking me to send you my contact info (including e-mail associated with my customer support issues), and me sending you that info, I figured you would be able to deduce what the issue was without me having to start from the beginning again.

Your rude and clueless response to me speaks volumes regarding what the problem with Polk CS is. YOU are the problem.

treitz3

She is not the problem sir. She is trying to be your solution and it's not even her job to do so.

Is is so hard to cut, copy and paste in one email your issue, your contact information along with serial/model numbers?

One other thing, try to be a little bit more polite. She is not customer service. She is attempting to correct a wrong here and with an attitude like that? I damned sure would not to help you. Jeebus, it's ONE DAY after Christmas man...

FYI, Polk CS does not cross reference threads on this forum and emails to try to figure out how to solve an issue they do not know about. They are a completely separate department from this forum.

Tom

BjornB17

This original issue was in regards to a tweeter for an RTi12. The speakers have already been sold about 2 months ago and I sourced a replacement tweeter from ebay and gave it to person who bought my speakers. From a technical standpoint this issue has already been resolved, so I am not seeking help in regards to that.

All I can offer at this point in time is constructive feedback to the customer service experience. I like Polk products and intend to continue purchasing them if they can get their CS issues worked out. Other posts on this forum reflect a similar experience to mine.

treitz3

Cassidy, it may be helpful to those on the forum who have for years (if not decades) been able to help Polk direct folks with issues on where to go and the best way to contact them/remedy their issues.

Heck, at this point, I don't even know who is the point person or head of the department is for Customer Service. Can you please relay an email (that will be answered and addressed properly) and a phone number for customer service? Also, the head of Customer Services name (PM it to me if you do not want his/her name made public)?

Help us to help you help us.

We used to be proud to point folks in the right direction when it came to repairs. With the lack of CS lately? I'm almost embarrassed to point anyone anywhere with regards to Polk. TBT.

People need to know that there is service after the sale and I know it's not your job to do that. Help us to help you.

Tom

K_M

treitz3 wrote: »

FYI, Polk CS does not cross reference threads on this forum and emails to try to figure out how to solve an issue they do not know about. They are a completely separate department from this forum.

Tom

This may be "Part" of the confusion. I think some new customers see "Customer Service" heading on this part of forum, assuming it is read or linked TO Polk's actual customer service section.....

When in reality, it is a place to simply post customer service type issues I assume.

treitz3

Back in the day, this area of the forum was the direct link to CS and their were a couple of folks from Polk who monitored it,responded and pointed folks in the right direction, although it was usually just one point person over the years that did IME.

Right now, I don't even think the forum has an official moderator. Cassidy helps out on other things with the forum but she is by no means CS.

Tom

F1nut

Customer service does not monitor this section any longer. A while back I asked that it be removed because of that. I also suggested changes to other sections. Perhaps these will happen one day, but until then Cassidy and Alma are doing what they can.

BjornB17

I was not expecting this section to be customer service. I just found it odd that I was asked to provide contact info so this issue could be rectified, and then when I provided it, was told the customer service equivalent of "new number, who dis?". Feels like I'm being clowned.

Nightfall

BjornB17 wrote: »

Between my post above that explained what the issue was, you asking me to send you my contact info (including e-mail associated with my customer support issues), and me sending you that info, I figured you would be able to deduce what the issue was without me having to start from the beginning again.

Your rude and clueless response to me speaks volumes regarding what the problem with Polk CS is. YOU are the problem.

This is why I hate people. God help everyone who's job it is to deal with the public. YOU are the problem.

I'm not excusing the poor experience with CS you had but is typing out your issue one more time truly that big of a deal? No, not really.