Return policy horror story in progress
astrofan
Posts: 5
Per the "Return Policy", I've sent multiple emails to myorder@polkaudio.com that included my Order ID, Billing email address, products to be returned, and reasons for return. These items were bought directly from Polkaudio.com. They were purchased less than ten days ago. Yet despite my efforts to initiate the return and obtain an RMA/return shipping label, it's been over a week now without any reply from Polk.
I've tried calling Polk's Customer service number (800-377-7655) multiple times, staying on hold for 53 minutes on one occasion, 47 for the other, and countless times for 10-15 minutes but no one answers.
When I tried different telephone prompts that got me to "Ed" who works in the technical support section that responds to customers who need replacement parts, one time he said "it shouldn't be a problem to obtain the RMA" and transferred me back to the Customer Support line where no one answers. I called "Ed" back and asked if he could find another way to assist and he hung up on me.
Several days ago I used the Customer Inquiry form that is available at the PolkAudio website to explain my Return efforts to date and to request that my return be processed. No one has answered that yet.
This is bizarre behavior; not what I expected from Polk and certainly not what I expect from any company in 2021 (unless that company is actively committing fraud).
Does anyone have any additional insight into how to successfully engage with Polk customer service?
Does anyone know if Polk is on the verge of a Chapter 11 filing?
Has anyone filed a complaint against Polk, either legal (private or via any states' attorney general or consumer protection bureaus) or via BBB or other entities?
I've tried calling Polk's Customer service number (800-377-7655) multiple times, staying on hold for 53 minutes on one occasion, 47 for the other, and countless times for 10-15 minutes but no one answers.
When I tried different telephone prompts that got me to "Ed" who works in the technical support section that responds to customers who need replacement parts, one time he said "it shouldn't be a problem to obtain the RMA" and transferred me back to the Customer Support line where no one answers. I called "Ed" back and asked if he could find another way to assist and he hung up on me.
Several days ago I used the Customer Inquiry form that is available at the PolkAudio website to explain my Return efforts to date and to request that my return be processed. No one has answered that yet.
This is bizarre behavior; not what I expected from Polk and certainly not what I expect from any company in 2021 (unless that company is actively committing fraud).
Does anyone have any additional insight into how to successfully engage with Polk customer service?
Does anyone know if Polk is on the verge of a Chapter 11 filing?
Has anyone filed a complaint against Polk, either legal (private or via any states' attorney general or consumer protection bureaus) or via BBB or other entities?
Comments
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Let me refer this to my friend at Polk.
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SeleniumFalcon wrote: »Let me refer this to my friend at Polk.
Thank you, Falcon. Any assistance is greatly appreciated. -
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Your situation has been made known to Polk, you should get a response soon.
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I hope he gets a response soon, but it doesn't change the fact that Polk CS has fallen flat on its face. It doesn't seem to matter how many exact same stories we hear either, nothing changes.HT SYSTEM-
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Probably not enough people to handle the volume of requests received, and an inadequate "system" to keep track of the requests."Sometimes you have to look to the past to understand where you are going in the future"Anger is just anger. It isn’t good. It isn’t bad. It just is. What you do with it is what matters.
You can use it to build or to destroy. You just have to make the choice. Jim Butcher
Harry / Marietta GA -
I am seriously considering the new Reserve line. However, as I keep reading these horror stories, my own brother has a couple as well, I don't know. I mean, as a long standing member here, purchasing Polk over the years and singing their praises to others, it doesn't make me feel real confident if something were to go wrong with new speakers. Kind of makes you wonder.
Money talks and bxxxxxxt walks...Remember, when you're running from something, you're running to something...-me -
BlueBirdMusic wrote: »Probably not enough people to handle the volume of requests received, and an inadequate "system" to keep track of the requests.
The "System" seems to be, post a complaint on the Polk forum, wait for one of the forum members to kindly pass that complaint on to someone working for Polk "Customer service" and then maybe or possibly get some help?
Franz Kafka, "The Castle"??
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The Gear... Carver "Statement" Mono-blocks, Mcintosh C2300 Arcam AVR20, Oppo UDP-203 4K Blu-ray player, Sony XBR70x850B 4k, Polk Audio Legend L800 with height modules, L400 Center Channel Polk audio AB800 "in-wall" surrounds. Marantz MM7025 stereo amp. Simaudio Moon 680d DSD
“When once a Republic is corrupted, there is no possibility of remedying any of the growing evils but by removing the corruption and restoring its lost principles; every other correction is either useless or a new evil.”— Thomas Jefferson -
What makes me sick to my stomach is that I have been a devoted PolkAudio (now Sound United) fan/customer since 1994 when I bought my first Polk tower speakers from Circuit City. I've auditioned many, many other speaker brands throughout the years -- B&W, Ohm Walsh, Magnepan, Focal, Revel, Spatial Audio, Tekton Design, Elac (Germany), Tannoy, and others I may have forgotten about. Most of those cost double or triple what a Polk costs. And yet none could outperform the Polks in any sense that made me want to permanently switch. My 13.1 Atmos theater is outfitted with Polk speakers, my family room is outfitted with Polk speakers, my study has Polk speakers, the outside of my house has outdoor Polk speakers in my effort to recreate a Disney park experience. I've engaged and defended Polk in on-line Forums against fan boys from other brands. I own several of Sound United's Denon receivers including its flagship 8500. After all this, I don't expect to be treated any differently than a first-time purchaser of any Polk-specific offerings, but I do expect the Polk group to behave in a manner consistent with the quality of its products and the language of its Return Policy and customer service promises.
Harman International and Music Tribe own many different speaker brands and yet they have no problem manning customer service phones in or outside a pandemic. I really don't care who's responsible for Polk these days -- DEI Holdings, Sound United, et al. -- I just want its service guarantee to be honored per the representation on its website.
What's also strangely curious is that I can contact today any of Sound United's other holdings -- Bowers, Denon, Marantz -- and get to speak to a live person within minutes.
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nooshinjohn wrote: »
Why? .. -
@CarlJacobson_POLK
Who is Carl Jacobson?
He's a marketing person with the brand ("Director of Brand Marketing"); he's been riding shotgun (so to speak) on the recent forum 'upgrade' issues with functionality and aesthetics. One would think that he'd be a good conduit back to the company for the lapses in customer service/support that Polk's been suffering in recent years. Poor support can't make a marketeer's job any easier!
https://forum.polkaudio.com/discussion/comment/2640232#Comment_2640232
FWIW, I'd opine that the Reserve series has much less to go wrong with it than an active component, soundbar, etc.
i.e., I'd be way less nervous about investing in a pair of the Reserve loudspeakers than a more "sophisticated" component like a soundbar -- the 'tech' componentry seems to be the brand's Achilles heel.
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mhardy6647 wrote: »
@CarlJacobson_POLK
Who is Carl Jacobson?
He's a marketing person with the brand ("Director of Brand Marketing"); he's been riding shotgun (so to speak) on the recent forum 'upgrade' issues with functionality and aesthetics. One would think that he'd be a good conduit back to the company for the lapses in customer service/support that Polk's been suffering in recent years. Poor support can't make a marketeer's job any easier!
https://forum.polkaudio.com/discussion/comment/2640232#Comment_2640232
Thank you.
