How Polk handles warranties

justwondering

My amp for the sub of the rm7200 speaker system has fried. Why doesn't Polk get my cc number and send me the new component BEFORE they receive my unit?

Dell & Gateway computers would sent the new unit, supply the box AND postage to return it to them.

Sure would be better that way than having to wait at least 2 weeks to get the system running again.

That's my rant and my username fits.

[Deleted User]

Hello,
Thanks for posting on the Forum. Warranty service can be handled either of two ways. First, the audio store who sold the system can offer service, identifying the cause of the problem asking us for the replacement part, repairing the unit and testing it. This is the way the majority of service related issues are handled. If this isn't possible then the owner can remove the non-working part (we can help identify the probable cause and explain how to remove the part) send it to us and, usually, we are able to send the replacement part the same day it is received. If the owner chooses to use a quick delivery method we will do likewise in return. The owner is responsible for shipping the part to us and we pay the return shipping. When the part is sent to us we ask for a proof of purchase showing the purchase was made within the warranty coverage period and from an authorized Polk Audio dealer. Any one may telephone us at 1-800-377-7655 for additional service information.
Regards, Ken

justwondering

Thanks for the response Kenneth.

In some cases (like mine), there is zero doubt that the circuit board is toast on my sub amp.

With all the electronic sources availiable, proof can be quickly sent (just as good as a copy) and a cc number could be left as additional insurance.

Since my unit will not likely be repaired (according to the person I talked to at your cust serv line), why does Polk have to wait to get my unit before shippinig the replacement?

As a rule, your customers are not a typical 'cheapo' customer.

hoosier21

justwondering, I am just wondering where you bought the system, why aren'y they helping?

thehaens@cox.net

Good point.

Years back I had a receiver in for repair and Tweeter, (then DOW), let me use one of their floor model receivers on temp loan until my unit was repaired........

Scott

shack

You are asking too much. Polk's CS is as good as any I've come across. Polk has the "option" of repairing or replacing your part. Until they have it in hand there is no way of knowing which way they are going to go...other than your word that it must be replaced. Find me another AUDIO company that offers better CS or does what you are asking for. I don't think it exists. Like hoosier21 asked, why isn't the retailer helping?

phoneisbusy

Hi Justwondering,

In the case of Dell and Gateway, if the motherboard is faulty, it's quicker and more cost effective to replace it then to diagnose it and repair it. Amplifiers for the most part have more discrete parts that can be isolated and repaired.

I sympathize with the two week wait though. My experiences with Polk cs has been top notch though and they go the extra mile (at their discretion) even when my warranty had just expired.

regards

Dave

justwondering

Bought at Circuit City....my impression from them is.....talk to Polk, which is fine.

I am more familiar with CS with computer companies and I quess I've been spoiled.

I also have not had to deal with any audio companies' CS because either my stuff hasn't broken or was out of warranty. Kudos to Polk for the 3 year on amps.

I'm sure that this is the way it's always been.....just a suggestion for the future. Let's face it. As products are sold more and more on-line, there isn't a retailer's store to access for help. Polk (and others) will be dealing with the consumer as a rule. Customer satisfaction would increase with my ideas, IMHO.

You may all pile on now.
Thanks,
Steve

michael_w

They would be loosing more money by sending a replacement and having to sell a repaired model than if they just make you wait and repair it themselves. Their customer service is pretty good but as other have said audio stuff can be repaired cheaper than it can be replaced so it is better for them to do it that way. With computers the majority of things are far too expensive to repair than to just replace simply because of how quickly technology moves with computers and how much labour and time is required to fix the stuff.

Hope things go smoothly for ya.