Awesome Customer Service Experience With Polk

jrlouie

Just wanted to post an awesome customer service experience I had with Polk. This experience exemplifies how greats Polk’s customer service truly is (which I’ve read many times over).
I happened to notice one day that the side panels on my Lsi15’s had become faded. I then realized this was probably from the sun since I live in a place full of windows. So I emailed Polk CS and asked if they had any suggestions for me as to if I could re-finish the panels in any fashion. Turns out that Polk said to not worry about it and that they would send me replacement panels free of charge!
I told Polk it was the inside and outside panel of the left tower. But to top it off, Polk had the insight to figure that I may not realize it but the right tower could be faded too and I just couldn’t notice it because I was used to it. So without even asking, Polk sent me four new panels to ensure they all matched!
They also sent me this handy plastic wedge-shaped tool to aid in the removing of the panels. All they asked was that I mail the tool back after complete.
Needless to say, I’m quite grateful of Polk and I’m once again awed be the level of customer service they provide. I’ve never dealt with a company that would provide this level of service. This service is what encourages customer loyalty and will truly make it hard for me to ever consider anyone else.
For your viewing pleasure, I’ve attached a picture of my tower with the faded panel still attached and with one of the new panels leaning along side it. Man, you can really see what the sun did. My advice, keep them away from extended periods of direct sun My only problem is that my apartment is so tiny (and one whole wall is completely windows) that there’s really no place to setup my system so that the speakers aren’t in the sun. That is unless I keep my blinds closed all day, but then I’d feel like a hermit and all plants would die. Anyway, ya gotta love Polk.

Jstas

Man, that's a drag! There's gotta be some way to keep that from happening? Good on Polk Audio for making it all good though!

If I were you, I'd find out how to keep that from happening and treat the panels BEFORE you put them back on. It'd be easier that way.

F1nut

That really is above and beyond the call of duty. However, you're going to have the same problem again and very quickly I might add if you don't cover the speakers. Talk to an upholstery shop about making some custom covers and do it tomorrow. A week in strong sun will do quite a bit of damage and I don't think Polk will be as generous the second time.

polkatese

Good on Polk!

Just curious, it looks like the new finish of the Ebony is actually more reddish than the old one. It makes sense for Polk to replace both speakers, due to this, more than anything. Otherwise, the different batch of panel will definitely look different. Mine looks more like your old one, and I don't have sun problem. So, my question is, if you have a complete all Ebony LSi setup, do you have to replace the LSi7 or 9 too to get the panel finish match?

Either, as I stated, it is very commendable of Polk to do this, glad that I can count on Polk in the future.

2+2

Wow...I didnt know large mass market companies did such a thing!!!

PolknPepsi

WOW ...talk about service..

Those panels have faded something fierce.

Pat

Mike682

Great Customer Service just makes buying Polk that much easier.

mark g. nelson

Polk has always had the best customer service in the industry. I have had 4 service issues in 12 years and I always come away amazed at the comitment to the customer. Everyone at Polk should be proud of their products and the job they do.

Also does anyone know when the next home product Promo. will be?

audiobliss

That is absolutely amazing!!!! the customer service, I mean. That really makes me want some Polk speakers. I think I'll look at 'em a little harder next time I go to my audio store.

VR3

I think you might want to consider something to put infront of the LSi that is between it and the window, maybe a fake tree...something to get it out of the sun

jrlouie

Yeah, they're definitely not going in the sun once the panels are replaced. I may even just wait until I move before I actually switch out the panels.

gatemplin

Impressive customer service as usual from Polk.

Tour2ma

Originally posted by jrlouie
Polk sent me four new panels to ensure they all matched!
They also sent me this handy plastic wedge-shaped tool to aid in the removing of the panels.

Wow.... a free wedgy...

The lengths to which Polk goes to promote customer loyalty is a constant source of wonderment...

sagasa

Tell me that, I will not consider buying Polk speaker system had it not been from the costumer service. I have an old Atlantic technology system that I had for more than 10 years and it needed to be updated. I was at the FRY's checking out the speakers for something that might interest me. I saw this CSI5 sitting on the floor with out speaker grill which is on clearance sale decided to give it a try, since I can always return it if I don’t like it. I called the customer service to buy the replacement grill. After telling him (I think KEN is the Name) how I
Bought the speaker he told he will send it to me for free. Well that was nice it
Saved me 40 dollars, and in return I bought Rti8, Rti6, Fxi5 and now I’m considering buying a Polk subwoofer. This is a true story...

ryanjoachim

Just a question...does polk have any kind of "trade-in/trade-up" program?

I work for HP and I know if someone has an old printer/computer that is OOW(out of warranty) sometimes we can get them a discount on a new one.

rskarvan

Polk's customer service is right up there with Krell and Thiel. Absolutely excellent.

jakelm

I like the new faded look. Put the other one in the sun and match it. then you wont have to worry about fading...

sophie

hmmm. one of my monitor 10b's is in the sun for about half an hour every day. is this going to fade it or is it ok to keep it there?

Payton

greg2350

Doesnt suprise me I have had great experiences with polk's CS. I bought 2 SR124 svc when they first came out. After breaking the lead wire on my 3rd sub called Polk CS last week they said they have corrected the problem and are sending me 2 new SR124 svc subs and dont care to have the broken one back. So in the end im getting 2 new SR124 without having to pay a dime out of my pocket. Great service POLK AUDIO customer for life.:):)

amboyjohn

Hi, just joined the forum yesterday. I recently bought a set of SDA 2b's off ebay for a 'good' price. Like many of the old SDA's, it was missing the interconnect cable. I called custormer support and they informed me that one of the techs could and would make me one. I was fearful that one would be hard to find. I was suprised to find a 'real live person' to talk with that didn't speak with a foreign accent. He was thoughtful enough to ask if I had gotten an owner's manual with the speakers [I hadn't]. He looked in the archives and found me one and said he would pack it in with the cable. Awsome...
I started my quest for audio glory while in the army back in the late 60's, yeah i'm an oldster. I found a Klipschorn in pawn shop all covered with dust and old radios. I asked the manager, how much for the speaker. He said that wasn't a speaker, he didn't think, but a 'gitar amplifier'. Hmmm... How much for that gitar amplifier? "That's got real good wood... I would need about $300. I agreed to the price and called a friend with a pickup to help me move it to my apartment. After we loaded it up and started to leave, he came out the door and asked where we were going. I said to take the 'gitar amplifier' home. He said "Don't you want the other one?" The second one was buried in further back in the shop. Needless to say, we found room in the pickup for the mate. I had built a Dynaco SCA 35 a few years before and the mating of these components sounded like audio nirvana to my ears. After getting married, I found out the huge Klipschs had a very low WAF [wife acceptance factor]. I surrended them and regretted it for years. In 1990 or therebouts, my wife had suffered from enough of my pouting and agreed to let me buy a 'nice' set of speakers - as long as they weren't as big as the K-horns. I listened to a 'lot' of different speakers and was blown away by the Polk SDA Sbs. When I moved to Indiana several years later, they wouldn't fit in the moving van, so I lost my speakers again. I was thrilled to get the SDAs again recently. They sound as good today as they did 15+ years ago. Shame Polk quit the series and technology. Looking forward to being a part of this group of audiophiles.

Monster Jam

Awesome stories. +1 for Polk!

janmike

No problem developing a pattern here. Good jocb Polk.