A disappointed customer

Silverwolf
Silverwolf Posts: 16
edited March 2008 in Troubleshooting
I'm a first time Polk Audio purchaser. After hearing so much about Polk audio's build quality and customer service. I decided to purchase a complete 5.1 surround set made of R300's, R150's and a CSi25. This setup was purchased new 2 months ago. In regards to sound quality it doesn't disappoint. I don't claim to be an audiophile and hear sounds and details that other humans can't hear; hence I'm a normal listener ;).

But anyways here's my problem, one of my R300's tweeter went dead. So I got the necessary information and sent it back to Polk. A few days later I got a tweeter back. Not sure if it was the same one I sent to Polk, do to the fact that it was very dirty with some type of scum caked on to it. This is where my disappointment started. I send a dead but new tweeter and I get back what looks like a tweeter found in Sanford & sons garage.

Well, after getting over the whole dirty thing (which leaves a lot to be desired from a customer’s point of view). I said the hell with it! It should work fine, so I should just start enjoying my system. Now guess what?! That dirty, scummy tweeter (that I didn't even show my wife, because I was embarrassed at what she would say about my purchase and what she thought Polk audio thinks of its costumers) is now DEAD TOO! The **** only lived for two weeks of light use.

Customer service is very important to me I don't care to spend more money if I know I'll be taken care of. I don't know what Polk Audio's cost is on a tweeter. Or the reasons why they just didn’t send a new (and clean) tweeter back to me. I had a wise man tell me once "you can't take back a first impression" and damn he was right. Now thanks to Polk audio, I’m going to have to take the time and money to re-send this tweeter back (and hope I don’t receive his dirty cousin). You know Polk, if it’s money that’s more important to you. You could’ve told me and given me the option of sending you a few bucks to receive a new tweeter. I would have preferred that instead of having to go through this whole damn process two weeks later. I think you have a fine product, but this has made me skeptical of purchasing any other Polk audio branded items.



*update*

Well I got all my parts in and my R300 is working as it should. I have to give thanks to Polk Audio specifically Ken Swauger who made sure I got the correct parts in and delivered everything express mail. When I initially started this thread I was disappointed, but after further dealing with Polk Audio's costumer service I have nothing but good things to say about them. It was a friendly, no hassles, and fast delivering experience that has made me a Polk believer. Knowing that I have 5 years of warranty is nothing short of reassuring, thanks Polk!
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Comments

  • rskarvan
    rskarvan Posts: 2,374
    edited December 2007
    Polk really is a good company. Give them the benefit of a doubt that an honest mistake was made and I'm sure they will do right by you.

    If you have any questions about your warranty coverage, or you think you need service, call Polk Customer Service at 1-800-377-7655.
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  • janmike
    janmike Posts: 6,146
    edited December 2007
    Welcome. I am sure the Polk people will chime in and assist you with your concern. But yes, give them a call.
    Michael ;)
    In the beginning, all knowledge was new!
    NORTH of 60°
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  • mantis
    mantis Posts: 17,194
    edited December 2007
    You will not have trouble with polk audio. this is exactly why most of us are here. Awesome company who really takes care of there customers. Every single person on this forum who ever had a speaker problem , was able to get help from them.

    Call em

    Dan
    Dan
    My personal quest is to save to world of bad audio, one thread at a time.
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  • mantis
    mantis Posts: 17,194
    edited December 2007
    On a side note,
    I install polk speakers just about every day. They have a excellent track record. Over the last 2 years I have yet to have one broke out of the box. They put smiles on everyones faces I setup them with.

    How you got a dirty tweeter ??? Just call them and see what happens. You will be taken care of.

    Dan
    Dan
    My personal quest is to save to world of bad audio, one thread at a time.
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  • Kex
    Kex Posts: 5,194
    edited December 2007
    Silverwolf wrote: »
    ... Now guess what?! That dirty, scummy tweeter (that I didn't even show my wife, because I was embarrassed at what she would say about my purchase and what she thought Polk audio thinks of its costumers) is now DEAD TOO! ...
    Welcome to Club Polk Silverwolf.

    You also need to figure out why you keep blowing tweeters! This is usually from turning the sound up beyond the point where your receiver can handle the load. It then sends a clipped signal to the speaker and the stress of this clipped signal causes distorted sound, and eventually blows the tweeter. Your receiver may not be capable of producing the sound levels you are trying to obtain (it probably sounds very noisy when this happens, since distorted sound is loud, yes, but mostly noisy, not melodious, and harder to understand ... something akin to turning the sound up full on a telephone loudspeaker: it is louder, but speech is less distinct).
    Alea jacta est!
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  • Face
    Face Posts: 14,340
    edited December 2007
    I've had nothing but excellent customer service from them, they'll make things right.
    "He who fights with monsters should look to it that he himself does not become a monster. And when you gaze long into an abyss the abyss also gazes into you." Friedrich Nietzsche
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  • Silverwolf
    Silverwolf Posts: 16
    edited December 2007
    Kex wrote: »
    Welcome to Club Polk Silverwolf.

    You also need to figure out why you keep blowing tweeters! This is usually from turning the sound up beyond the point where your receiver can handle the load. It then sends a clipped signal to the speaker and the stress of this clipped signal causes distorted sound, and eventually blows the tweeter. Your receiver may not be capable of producing the sound levels you are trying to obtain (it probably sounds very noisy when this happens, since distorted sound is loud, yes, but mostly noisy, not melodious, and harder to understand ... something akin to turning the sound up full on a telephone loudspeaker: it is louder, but speech is less distinct).

    The receiver in question is a brand new onkyo TX-SR505. I'm a married man with two kids; I have no intentions of bothering my family or neighbors with loud and distorted music or movies. This system is treated well and within acceptable limits. The problem is not in the use of said speakers I can guarantee that. The problem is with that one specific tweeter. It went bad, it was sent to Polk, Polk sent me a dirty tweeter (maybe the same one, but wasn't repaired correctly) and this same tweeter went bad again. Now, if it would have been any other tweeter in my system I would be looking in other places for answers. But it's not! It's the same and or other refurbed tweeter that's defective.

    I have other systems in my home a Bose that's 7 years old (which I consider inferior to my Polks with Onkyo receiver) and a Sony system that’s 5 years old. They still work and I have had no problems with them (I'm not rich so I have to take care of my stuff).

    I'm not trying to bash Polk as I believe they have a great product. I just believe that in my case, this wasn't handled correctly.
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  • Kex
    Kex Posts: 5,194
    edited December 2007
    Silverwolf, I agree that you weren't handled correctly. There's no reason to send you dirty old tweeters. It's also suspicious that the same tweeter blew twice (not any of the others). Customer Service may have an idea why this might be (I do not!).

    I didn't intend to offend you by suggesting you might be blasting your speakers, but you might want to make sure, just in case, that you're not turning your Onkyo beyond 60% of output, which is where most receivers (even good ones) start to run out of steam. Estimating this really depends on what scale they use for the volume knob: it's frequently not linear. If the scale is 0-80 for example, don't go beyond 50-55. If the scale is -80dB to +18dB, don't go beyond -10dB (rough estimates). If you have a SPL meter (or borrow one), you can actually measure listening levels accurately to figure this out, although early signs of distortion tend to become fairly obvious, if you listen for them carefully.
    Alea jacta est!
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  • dorokusai
    dorokusai Posts: 25,577
    edited December 2007
    Silverwolf - kswauger@polkaudio.com

    Please link this thread in the email.
    CTC BBQ Amplifier, Sonic Frontiers Line3 Pre-Amplifier and Wadia 581 SACD player. Speakers? Always changing but for now, Mission Argonauts I picked up for $50 bucks, mint.
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  • Silverwolf
    Silverwolf Posts: 16
    edited December 2007
    Kex wrote: »
    Silverwolf, I agree that you weren't handled correctly. There's no reason to send you dirty old tweeters. It's also suspicious that the same tweeter blew twice (not any of the others). Customer Service may have an idea why this might be (I do not!).

    I didn't intend to offend you by suggesting you might be blasting your speakers, but you might want to make sure, just in case, that you're not turning your Onkyo beyond 60% of output, which is where most receivers (even good ones) start to run out of steam. Estimating this really depends on what scale they use for the volume knob: it's frequently not linear. If the scale is 0-80 for example, don't go beyond 50-55. If the scale is -80dB to +18dB, don't go beyond -10dB (rough estimates). If you have a SPL meter (or borrow one), you can actually measure listening levels accurately to figure this out, although early signs of distortion tend to become fairly obvious, if you listen for them carefully.

    No offense taken, I understand you're trying to help and your help is appreciated ;).

    @dorokusai,

    Thanks for the email address. I'll be forwarding this thread as suggested.
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  • danger boy
    danger boy Posts: 15,722
    edited December 2007
    Silverwolf, do call Polk Audio or email them. They will tell you what steps to follow. I feel very confident that they will help you out.

    good luck and welcome to club Polk.

    Al
    PolkFest 2012, who's going>?
    Vancouver, Canada Sept 30th, 2012 - Madonna concert :cheesygrin:
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  • Midnite Mick
    Midnite Mick Posts: 1,591
    edited December 2007
    I wonder if it is more of a crossover problem and not the tweeter.

    I myself had an excellent experience with Polk in Canada. I had a problem with an Lsi Vifa tweeter. I called customer service up here on a Monday and when I came home on Wednesday after work there was a tweeter sitting on my front steps. They didn't even ask me to return the old one.....can't beat that.

    Good luck,
    Mike
    Modwright SWL 9.0 SE (6Sons Audio Thunderbird PC with Oyaide 004 terminations)
    Consonance cd120T
    Consonance Cyber 800 tube monoblocks (6Sons Audio Thunderbird PC's with Oyaide 004 terminations)
    Usher CP 6311

    Phillips Pronto TS1000 Universal Remote
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  • nikolas812
    nikolas812 Posts: 2,915
    edited December 2007
    I was also wondering if it was a crossover problem. I don't know much about this subject but I do remember reading about it on the forum some where. You could probably do a quick search and maby find some informaiton on it.

    Edit: By the way Polk customer service is the best I have ever dealt with hands down. I feel bad that this happened to you and I can only expect that this has to be an isolated incident. I'm just sorry it happened. Hopefully they'll get you taken care of. Don't forget to mention you are a club polk member.
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  • cfrizz
    cfrizz Posts: 13,415
    edited December 2007
    Ken will take good care of you.

    Welcome to Club Polk.
    Marantz AV-7705 PrePro, Classé 5 channel 200wpc Amp, Oppo 103 BluRay, Rotel RCD-1072 CDP, Sony XBR-49X800E TV, Polk S60 Main Speakers, Polk ES30 Center Channel, Polk S15 Surround Speakers SVS SB12-NSD x2
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  • Silverwolf
    Silverwolf Posts: 16
    edited December 2007
    Email has been sent, I haven't received a response (due to the holidays I bet). But as soon as I receive a response, I'll let you guys know how everything goes.

    PS

    I have my crossover set to 80; this seems to work very well.
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  • ben62670
    ben62670 Posts: 15,969
    edited December 2007
    Silverwolf wrote: »
    Email has been sent, I haven't received a response (due to the holidays I bet). But as soon as I receive a response, I'll let you guys know how everything goes.

    PS

    I have my crossover set to 80; this seems to work very well.

    You'll be taken care of. Polk Audio is one of the best mass produced speaker companies out there. You call them, and they will talk to you in English. The XO they are referring to is probably the one that is inside the speaker.
    Merry Christmas

    Ben
    Please. Please contact me a ben62670 @ yahoo.com. Make sure to include who you are, and you are from Polk so I don't delete your email. Also I am now physically unable to work on any projects. If you need help let these guys know. There are many people who will help if you let them know where you are.
    Thanks
    Ben
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  • vonnie123
    vonnie123 Posts: 326
    edited December 2007
    I think Midnite and nik are correct. Flashing two tweeters in that period of time does not equate. You might be wise to send the complete speaker to Polk for inspection and repair. It's probably less hassle in the long run to send the whole unit. Polk is a good company - they will make it right.
    [
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  • treitz3
    treitz3 Posts: 19,029
    edited December 2007
    Either that or see if the store has a return policy. If they don't, be rest assured you will be back telling us that Polk Service is second to none. As for the dirty tweeter? Hey, they employ humans.....and eventually humans DO make a mistake....even if they do work for Polk.

    As for it being the tweeter? 2 in this short a time period? Highly doubtful [on my end] it was the tweeter from what has been indicated so far in this thread. Please double check wiring to see if there is no chance for a short and possibly there are other settings on the receiver that may be mal-adjusted. Not saying at all you did it, I'm just suggesting that you double check. If all checks out, then as stated above it sounds like a X-over issue [in the speaker itself].

    Merry Christmas and welcome to Club Polk!
    ~ In search of accurate reproduction of music. Real sound is my reference and while perfection may not be attainable? If I chase it, I might just catch excellence. ~
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  • hearingimpared
    hearingimpared Posts: 21,137
    edited December 2007
    Welcome to Club Polk!
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  • [Deleted User]
    [Deleted User] Posts: 7,658
    edited December 2007
    Hello Silverwolf,
    I'm sorry you had a problem, give me a call at 1-800-377-7655 or send an email message to polkcs@polkaudio.com and I'm sure I can be of help.
    Regards, Ken
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  • AsSiMiLaTeD
    AsSiMiLaTeD Posts: 11,727
    edited December 2007
    Hey, somebody goofed and sent you a bad tweeter by mistake, stuff happens. They'll get you fixed up.

    It's not a great first impression I guess, but the fact that you have a place here to post publically and have a response from Polk within 1 business day to me says a lot.
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  • hearingimpared
    hearingimpared Posts: 21,137
    edited December 2007
    Polk customer service is by far the best I've ever encountered.
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  • psyshack
    psyshack Posts: 7
    edited December 2007
    I had a issue with my 7's years ago. The audio shop I bought them from fixed them on the spot. Something in the XO's were bad. Anyway the tweeters glowed like a car cig. lighter. I freaked. They replaced all the drivers and the XO. Along with moding the XO protection circuit. They showed me a service bulletin of some sort when they did the work. They sounded great after the rework!

    I bet they hook up up.
    Current:
    M4, M3II, CS200, M&K MX100
    Running on a Sony STR-D965

    Past:
    M7, M10
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  • hearingimpared
    hearingimpared Posts: 21,137
    edited December 2007
    Silverwolf, has your problem been addressed? If so how did it turn out. If not what happened.
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  • Silverwolf
    Silverwolf Posts: 16
    edited December 2007
    Well I received the tweeter via FedEx today; I believe it's a new one too. I'm very satisfied with how Ken & Polk audio dealt with my situation. Now to the bad news, I installed the tweeter on the R300 box and within 20 minutes it went bad as well. It seems this isn't a tweeter problem; it seems it's more of a problem with the internals of the speaker itself. I left a message to Ken (hate to bug the guy, but I have to admit he is good at what he does).

    Have any of you had a similar problem before?


    PS

    I also apreciate the help you Polk fans have provided. You guys ROCK!
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  • hearingimpared
    hearingimpared Posts: 21,137
    edited December 2007
    Good stuff man, I hope you get your problem resolved quickly.
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  • dorokusai
    dorokusai Posts: 25,577
    edited December 2007
    It sounds like you have a gear problem, not a speaker problem.
    CTC BBQ Amplifier, Sonic Frontiers Line3 Pre-Amplifier and Wadia 581 SACD player. Speakers? Always changing but for now, Mission Argonauts I picked up for $50 bucks, mint.
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  • Silverwolf
    Silverwolf Posts: 16
    edited January 2008
    dorokusai wrote: »
    It sounds like you have a gear problem, not a speaker problem.

    Don't think so... I switched my good speaker to the same channel as the one with the bad tweeter and it's still playing correctly and the tweeter is still good. Doesn’t this speaker have capacitor crossovers? I'm thinking this might be the problem.
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  • Midnite Mick
    Midnite Mick Posts: 1,591
    edited January 2008
    There's definitely something wrong in the crossover network!
    Modwright SWL 9.0 SE (6Sons Audio Thunderbird PC with Oyaide 004 terminations)
    Consonance cd120T
    Consonance Cyber 800 tube monoblocks (6Sons Audio Thunderbird PC's with Oyaide 004 terminations)
    Usher CP 6311

    Phillips Pronto TS1000 Universal Remote
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  • beardog03
    beardog03 Posts: 5,550
    edited January 2008
    Ken is a great guy !

    He will get you fixed up...

    Doro is pretty damn good at what he does also...

    follow his direction and you may be suprised

    It may be a cross over problem...
    maybe send te speak in for a look see..?

    do you have other speaks to run a test with ?
    Cary SLP-98L F1 DC Pre Amp (Jag Blue)
    Parasound HCA-3500
    Cary Audio V12 amp (Jag Red)
    Polk Audio Xm Reciever (Autographed by THE MAN Himself) :cool:
    Magnum Dynalab MD-102 Analog Tuna
    Jolida JD-100 CDP
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    AQ Black Thunder Sub Cables
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    Adona AV45CS3 / 3 Tier Rack (Black /Gold)

    :cool:
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