One reason I love Polk

AsSiMiLaTeD

Polk has the best customer service I've ever encountered in a company. Take, for example, the issue below I'm dealing with Klipsch on:

This is a long read, but someone indulge me and read my story

I've been looking for a decent set of computer speakers for a while now, but I'm a cheap **** and don't want to spend much, especially on computer speakers. So I'm in Circuit Schitty last weekend, and see the Klipsch GMX 2.1 system for $75 (regularly $150) - open box item. Well after some brief haggling, I walked out the door for $65.99 after tax.

I did notice a scratching sound in the right channel when adjusting the volume in the store, but figured that was the same issue that all the Klipsch systems have where you have to wipe down the connectors with alcohol every once in a while.

So I got them home, cleaned the contacts, but still had the scratching sound, so I sent an email to Klipsch. Here's the original email I sent:

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Original Message

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From: Danny Scarbrough
Sent: Monday, March 14, 2005 1:40 PM
To: promediatech
Subject: GMX A-2.1 issue

Hello, I recently purchased this set from best Buy, and have an issue.

The Issue: When I turn the volume knob on the control unit, I get a scratching sound from the right channel.

What I've done: I've completed the following troubleshooting:

1 - I cleaned all the contacts with alcohol

2 - I changed the connection to the left speaker. When I do this, the sound also moves to the left speaker, thus ruling out an issue with the speakers themselves.

3 - I changed the connection on the back of the subwoofer to rule out any issue with the speaker terminals on the subwoofer itself. Again, the scratching sound moved with the wire.

I assume that the above steps rule out the speakers, the control unit, and any possible issue with the amp or subwoofer connections, because the issue follows the wire. Is this a correct assumption? And if so, what can I do to correct the problem? Should I take the set back to Best Buy and trade for another one, or is there a simpler solution?

Thanks

So here's the reply I received from Klipsch:

Hello,

Thank you for your inquiry.

Please fax or email me your proof of purchase and include you shipping address, name, email, and phone # I will have a new volume controller sent to you.

Fax to Attention: Scott (fax # 888-606-5776)

When replying to this email, please include the original message and all replies.

Thank you,

So it appears they're going to help. I only have 1 problem at this point: Obviously they didn't read my original email, or at least they didn't address it - I though my troubleshooting had eliminated that possibility, but maybe not, after all, he's the expert.

So I reply in kind:

Two questions:

1 - What constitutes proof or purchase, original UPC or receipt?
2 - Is there any way you can also send just one speaker cable as well in case it's the cable and not the volume control unit?

Thanks

His reply:

Hello,

Thank you for your inquiry.

A receipt would be the proof of purchase I was referring to. To test the wire you could try swapping the speaker wires from the speakers, just unplug the RCA connection from the back of the speakers and the the jack on the rear of the sub then swap them; if problems moves to the left speaker it might be the speaker wire.

When replying to this email, please include the original message and all replies.

Thank you,

He's just cleared up any confusion about them having read my original email - obviously they didn't read it entirely.

Me again:

So maybe it's both the control unit and speaker wire? If you can send both, that would be great. If not, just send one and I'll try it out and then you can send the other if I still have issues - if that's the case, let's start with the speaker wire since it's cheapest.

Here's the info you requested:

XXXXXXXX

The original receipt is included as an attachment to this email.

Thanks

Him again:

Hello,

Thank you for your inquire.

I apologize for any inconvenience this may cause you, but an open box sale does not carry any warranty directly from Klipsch.
The warranty stated on your receipt for an open box sale would be handled by the retailer from which the unit was purchased.

When replying to this email, please include the original message and all replies.

Thank you,

Well, that sucks, my reply:

Would a factory sealed set include a warranty directly from you?

Please let me know, because if that's the case, then I'll need to take it up with Circuit City management because their receipt clearly states "It carries the same warranty coverage as a factory sealed item" - given the info I have, that appears to be a false statement. Again, I'll take that up with Circuit City, but you guys may want to re-consider doing business with a company that misleads its customers.

In the meantime, I have no problem purchasing the parts I need directly from you guys. I'd like to start with just buying a speaker cable, just need 1 cable to run from the sub to 1 speaker...can you give me a price on this, and can I order from you or should I call an 800 number?

Thanks for your help.

His reply:

Hello,

Thank you for your inquiry.

Yes a factory seal set would be cover directly thru Klipsch. From my understanding the "same warrant coverage" would be cover by Circuit City.

The speaker wires are $7.72 plus shipping, you will need to call 1-888-554-5665 ext 8516 to order the GMX 2.1 speaker wires.

Link for the controller ($21.84): http://www.klipsch.com/product/product.aspx?cid=789

When replying to this email, please include the original message and all replies.

Thank you,

My thoughts:

First, they didn't read my original email. As a consumer, I'm irritated that they don't find my input important enough to read fully. I took the time to do the troubleshooting myself - you should at least extend to me the respect I deserve as a customer.

Second, did anyone catch the price on that speaker cable I need, a whopping $7.72! If you don't warrant open box items, I completely understand, but at what point do you just say 'Sure we'll go ahead and send you the cables you requested free of charge'? What's the price you'll pay to keep a customer - apparently less then $7 bucks?!? Anyone here remember when Polk had issues with the MOMO subs a while back - they sent me six (6) subs because I kept blowing mine - wonder how much money they lost on that deal - but that's why I'm on a Polk forum right now instead of a Klipsch or Def Tech forum.

Third, I'm a little pissed at CC because their receipt does clearly state that "it carries the same warranty coverage as a factory sealed item". It doesn't say anything about that being exclusive to CC warranty...that's misleading IMO.

I'm just dissapointed overall with my first experience with Klipsch customer service. Sure, they probably acted within their own rules and technically did nothing wrong, but I just think you've got to take better care of your customers.

By the way, I just ordered the new set of wires from them. I do love the way these sound, so I'm not giving them up on principle like I should until I can find a better deal.

I hope someone from Polk CS reads this thread - you guys do an excellent job!

flason

I must concur with the excellent customer service @ Polk. I had a problem with a set of SDA's with the tweeter going out at high volume. SDA's are well over warranty expiration as well as I wasn't the original owner, but I was sent out replacment parts free of charge. Keep up the great work.

RuSsMaN

Take the POS **** back where you bought it, and MAKE them give you another, or your money back.

Also, you might want to remove/edit your name, addy, phone etc out of the post above.

Cheers,
Russ

AsSiMiLaTeD

Originally posted by RuSsMaN
Also, you might want to remove/edit your name, addy, phone etc out of the post above.

Cheers,
Russ

Ooops, forgot that was in there...

VR3

Man...

Curiosity gets me...

Why did you mention A Klipsch or >>Def Tech forum<<...

Def Tech has customer service just like Polk...

Anyway, I would have done told the guy off, not like he'd read it, but thats all the more reason to tell him off...

Just take the thing back

AsSiMiLaTeD

I mentioned Def Tech off the top of my head becuase I have a friend who recently had a similar experience with their CS, maybe it was just an isolated incident...

I'm not taking the "POS ****" (as Russ called it) back because I can't get anything near as good for $70...

Until I can get something better, I'll hang on to it, then maybe sell it on Ebay...

I'm not going to tell the Klipsch guy off because technically he didn't do anything wrong...he played by the rules...they just didn't go out of their way to take care of me like Polk would have...

Toxis

I have to say that sure, I doubt this is anywhere near how you would've been treated by Polk but seriously, I don't see the problem. He tried working it out, he wanted you to try a few things yet you never actually stated if you did or did not attempt them. So how's it his fault?

Klipsch does not cover open box stuff? That's a new one to me! I've been selling Klipsch for over 5 years and never had one issue with warranty. I've always felt they take care of their people. Only other company I can honestly say is better at CS would be Polk.

VR3

Def Tech honors their warranty.

They however show no remorse to any type of used owners.

For instance, anything that were to happen to my BP6B...they would fix it, its under warranty...

As for my BP10B, they could care less...

One of the main reasons Polk kept replacing your Momo was the fact everyones was blowing, it had a problem. It was a common problem from what I gathered on the CA boards...

Not sure what your friend had...

But alot of brands I've delt with thus far (DT, Polk, SVS, Outlaw, Ethereal, Signal Cable, etc - all have had excellent CS)...

Polk is pretty good to their customers, they give discounts to CP members and all that, I will give them props...

But they also don't take much kind to used owners either...unless its a problem not caused by the consumer...

Polk is a great company by far...

Oh yeah...

Has anyone noticed how much replacement tweeters are? 70-80 bucks a pop...:eek:

AsSiMiLaTeD

Originally posted by Toxis
I have to say that sure, I doubt this is anywhere near how you would've been treated by Polk but seriously, I don't see the problem. He tried working it out, he wanted you to try a few things yet you never actually stated if you did or did not attempt them. So how's it his fault?

Klipsch does not cover open box stuff? That's a new one to me! I've been selling Klipsch for over 5 years and never had one issue with warranty. I've always felt they take care of their people. Only other company I can honestly say is better at CS would be Polk.

OK, so obviously YOU didn't read my original email either. GO BACK and READ my ORIGINAL email and tell me how that doesn't address what he suggested...

And, go back and read my entire post. I made a point of NOT saying he was at fautl, I've said twice now that he technically did nothing wrong, but that he just didn't go out of his way to help me.

I didn't start this to bask Klipsch (take a look at the thread title, it doesn't say 'KLIPSCH sucks'...just started to point out how good Polk CS is...

VR3

Oh I know...

I dont expect treatment from companies when I bought their product for half the price...or less...

If I bought a Krell...I'd want a customer service rep to camp out in my living room, any problems that would occur, 10 second pit stop and boom...

Atleast for what they cost...

AsSiMiLaTeD

Originally posted by Vr3MxStyler2k3

Polk is pretty good to their customers, they give discounts to CP members and all that, I will give them props...

But they also don't take much kind to used owners either...unless its a problem not caused by the consumer...

I don't know what you classify as a 'used' owner, but check this out.

About two or three years ago, I bought a set of open box RTi100 from CC, got it home, and one of the subs was making a rattling sound. So I took it back to CC and they sent it to their center for repair, they called me back and told me it couldn't be repaired because the cabinet was cracked and Polk wouldn't send them another cabinet, so they offered my money back, but I didn't want that I wanted the speaker...

So I wrote Polk CS and explained everything to Ken. After some back and forth on gathering information, Ken offered to ship me a new speaker, fully assembled, free of charge. I don't care who you are, that's going above and beyond good service. I actually ended up finding a pair of RTi150s and traded in for those instead, but the fact that the offer was extended to me is one of the primary reasons I remain a customer today...

THis weekend, I basically entered the same type of deal with Klipsch, and they wouldn't even send me a 7 dollar cable...

VR3

Open box isnt used...

I'm talking 1 year and so on out of warranty used...

Open box...they should give the manufacture warranty...

Klipsch should honor it, why not call them...explain a lil more?

AsSiMiLaTeD

And also keep in mind...

I didn't buy this from some guy in the street...I bought it in a store, with a receipt that states that it carries the same warranty as new equipment...so it's not like I'm stealing this gear and then expecting service.

This thing came out a couple years ago...just because I have enough patience to wait until it gets cheaper and buy it then doesn't or shouldn't disqualify me from any warranty service.

If, as a corporation, you don't want to service open box items, then you need to tell you resellers that so that they can educate the consumer on that before hand. If the reseller cannot or will not comply, then you should take your business elsewhere to sell your products. That's between you and the reseller. IMO you should not include the consumer in that struggle. If I come to you with a receipt from a store who sells your product, you should honor that warranty regardless on my end...then take it up with the reseller if you have issues warranting open box items.

You know, at first I was not all that pissed at Klipsch, was just using my most recent example to point out how good Polk CS is. But the more you guys post in their defense and the more I think about it...the more upset I get...

Sure, they don't have to honor the warranty if they don't want to, but given the situation and relative cost of the parts...why would you NOT honor that?

VR3

Dude, I think they should honor it...

Infact, I would call them, Obviously they cant read words in an email...

If the receipt says it, they should honor it, and if they dont, the store should call Klipsch up... (dont know if you've contacted the store yet)

AsSiMiLaTeD

Here's a copy of the receipt...

Take a look at the information just below where it says
Item
Am I reading that wrong...

VR3

I'd call them man, it definetely says it - but I'd just call it and bypass the whole email thing...

IMO

AsSiMiLaTeD

I'm gonna go to CC tonight and see what they have to say...either way I'm definitely going to call Klipsch tomorrow...

PolkThug

CC will take care of you, but you'll obviously have to wait.

Just return it for a full refund, you are within 30 days.

shack

Originally posted by Polkmaniac
If, as a corporation, you don't want to service open box items, then you need to tell you resellers that so that they can educate the consumer on that before hand. If the reseller cannot or will not comply, then you should take your business elsewhere to sell your products. That's between you and the reseller. IMO you should not include the consumer in that struggle. If I come to you with a receipt from a store who sells your product, you should honor that warranty regardless on my end...then take it up with the reseller if you have issues warranting open box items.

Sure, they don't have to honor the warranty if they don't want to, but given the situation and relative cost of the parts...why would you NOT honor that?

I know that when Crutchfield sells an open box (or "scratch and dent" item as they refer to it) they state very clearly that there is a warranty that is the same as the mfg. but it is from them as the mfg will not honor it. They state that these may only be items that were returned because the owner didn't like them. That is the risk they take with their return policy. If an item is defective the mfg. will take it back. If it is just opened and "slightly used" the mfg. wants no part of it...that is the sellers responsibity. I don't think this is unique to CC and BB and Crutchfield but applies to all retailers. I do think they need to do a better job of stating exactly what you are getting (as Crutchfield does).

Having said all of that....Klipsch needs to train their CS people better and give them a little resonsiblity to make decisions. For a $7 cord (which may cost them $2 and the cost of shipping of $3)....look at the bad press they've gotten. At least 100 people on this board will read that...and I'm sure we are not the only ones you will tell. If just ONE person decides not to purchase a Klipsch product because of this, they have lost much more than $5±. Conversely, look at all the good press they could have gotten. The same number of people would have heard how great Klipsch CS was....very good advertisement for a mere $5.

Polk obviously understands this concept. I know I always mention the quality of Polk CS and recommend this Co. all the time due the the quality of the product AND the quality of the CS.

shack

The key words are "same warranty coverage"....which is different from "factory warranty".

AsSiMiLaTeD

Originally posted by shack
Having said all of that....Klipsch needs to train their CS people better and give them a little resonsiblity to make decisions. For a $7 cord (which may cost them $2 and the cost of shipping of $3)....look at the bad press they've gotten. At least 100 people on this board will read that...and I'm sure we are not the only ones you will tell. If just ONE person decides not to purchase a Klipsch product because of this, they have lost much more than $5±. Conversely, look at all the good press they could have gotten. The same number of people would have heard how great Klipsch CS was....very good advertisement for a mere $5.

Polk obviously understands this concept. I know I always mention the quality of Polk CS and recommend this Co. all the time due the the quality of the product AND the quality of the CS.

Ed Zachery...that's my whole point in posting this...

AsSiMiLaTeD

Originally posted by shack
The key words are "same warranty coverage"....which is different from "factory warranty".

this is why I asked the Klipsch guy if new sealed speakers would be covered by Klipsch, and he said yes.

It says the speakers open box have the 'same' warranty coverage the new sealed ones would have - it doesn't mention anywhere that that is only through CC...just says 'same' coverage...so if Klipsch tells me that they cover new sealed speakers, then these should also be covered, if they do in fact carry the same coverage...

Yes, I realize that we're talking about two different companies, and two different interpretations, but as a consumer, I shouldn't have to worry about that...

Either Klipsch needs to warranty open box items, or CC needs to rewrite that statement on their receipt, or Klipsch needs to reconsider doing business with them...because what I'm getting from CC and from Klipsch simply don't add up...

I'm thinking of sending the guy at Klipsch a link to this thread...they'd find a way to sue me for that though...

shack

I understand what you are saying but the problem is that CC HAS told you that there is something different going on from a new,sealed, factory fresh item and has informed you that you have a warranty. In strict legal terms they have met their burden of informing you even though you might have preferred a more detailed explanation. Klipsch tells CC that they will not warranty open box item and CC tells you in their own way. I don't blame Klipsch for their "STATED POLICY" but again, they need to tell their CS people to use a little common sense.

And no....Klipsch won't tell CC what to do because they need them probably more that CC needs Klipsch.

AsSiMiLaTeD

I understand that legally speaking, no one may be at fault...but that doesn't make it right. That's my whole point. I never said that anyone was wrong, just that I was dissapointed with the service.

Plus, when I asked the CC guy about the warranty issue at the time of purchase, he advised that the manufacturer warranty was included in that blanket statement on the receipt...but of course I take anything they tell me with a grain of salt.

AsSiMiLaTeD

The point is...

I don't blame CC for anything. Sure, they should be more forthcoming at the time of purchase, but who wants to be honest?

I don't blame Klipsch from the standpoint that they are playing this by the book...I just think they should have taken care of me...bottom line, that's it. I'm dissapointed with their service and have every right to be.

shack

I know Polkmaniac. In fact we are saying the same thing.... CC could be more clear as to their policy and Klipsch could do a better job of doing the "little things" that make their customers happy. Will it happen....probably not....and thats too bad.

AsSiMiLaTeD

Update:

I did in fact call Klipsch and was advised that they do NOT cover open-box items under warranty, but that they'd be glad to take my order for a new set of speaker wires.

$7 for the wires and $10 to ship them!!! So not only did they not wanna help me out, they actually made money on shipping.

Thank goodness I don't buy expensive home audio stuff from them...I'd hate to think what would happen if I had a problem with a pair of open-box Reference series speakers...

nadams

What's so special about these speaker wires that you couldn't just fix or replace them with standard wire?

AsSiMiLaTeD

Originally posted by nadams
What's so special about these speaker wires that you couldn't just fix or replace them with standard wire?

I'm not sure how they're built, and don't have any extra time right now to take one apart. They have the standard red and black type terminal connectors on one end, but those two wires join in the middle of the wire and run into a connector that looks like a standard RCA jack...

AsSiMiLaTeD

Well, I have an update, and felt that I should share it here to be fair to all parties involved.

I took the speaker set I had back to CC and got my money back. However, I wrote klipsch a letter detailing how I felt and why. I wanted to include a link to this thread, but thought better of it and just summarized everything.

So they called me back and we talked through everything and they took care of me. They ended up sending me 2 of the GMS 2.1 systems free of charge. They called me back Monday and I had these via FedEx Tuesday, but FedEx effed up the delivery and I didn't actually receive them until last night.

They did offer the 5.1 system, but I asked about 2 of the 2.1 systems because I don't want the center speaker on the desk, so I got 4.2 - 2 subs yeah!!

Anyway, felt I owed it to them to post the conclusion here - to paint a full picture. They would have saved quite a bit of money, over $200 in fact, if they would have just dealt with the original issue, but I do appreciate that they stepped up to the plate and did the right thing and then some.

RuSsMaN

Awesome. That's the way Paul ran the shop (God rest his soul), nice to see they ponied up and did the right thing.

Cheers,
Russ