Polk direct problem

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  • Upstatemax
    Upstatemax Posts: 2,685
    edited February 2009
    mdaudioguy wrote: »
    Here's what's on this website about warranties:

    http://www.polkaudio.com/support/direct_sales_refunds.php#q9-3

    The last sentence doesn't bode well for you:

    "Furthermore, Polk Audio, Inc., does not warrant any COSMETIC APPEARANCE, IMPERFECTIONS OR BLEMISHES on this Polk Audio Loudspeaker Product."

    However, my past experience is that good companies will ignore disclaimers like this in order to keep a good customer happy. I've read a lot of your posts, and I'd certainly say that you're a good customer. Like others have said, keep calling and if that person can't help you, keep going up the chain. I've got to say, this is one of the only issues I've read about Polk Audio Direct. I hope it gets resolved to your satisfaction.

    Also, you need to post some pics, so we all can understand the degree of the problem, and make better suggestions. Good luck!


    I was told over the phone when I purchased a set of FXi3's that refurbs carry the same factory warranty as a brand new speaker.... I was told this because I purchased a set of brand new speakers from Polk, they sent me refurbs.

    As he said, the speakers did not come that way. I am SURE that if they were that way while Polk had them they would have changed the cabnet, I highly doubt they would have sold them in that condition. One of the reasons so many of us don't mind buying refurbs from Polk, we don't expect junk to show up at our door.
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  • treitz3
    treitz3 Posts: 19,259
    edited February 2009
    Couldn't this have been handled in private instead of putting it out into the public front? My god man, there are hairline fractures, no pictures, no names and now a bad wrap on Polk product purchased at a discount. Loyalty goes both ways and though I love's ya' Lee, this could have been handled a little differently. ;)

    Loyalty works both ways. What we see is one side of the story with no names, no pic's and nothing but speculation to go on. Nobody really has the right to say anything one way or the other until we ALL know what's going on. This wishy-washy stuff just doesn't cut the cake.

    How about proof, facts, names and a little bit of two-way loyalty please? Polk CS has always been second to none, but I would never expect them to hand out freebies with every little complaint that may come there way based upon hearsay. If they did, I wouldn't expect them to be in business very long.....especially in today's economy. :)
    ~ 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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  • seeclear
    seeclear Posts: 1,243
    edited February 2009
    dorokusai wrote: »
    This refurb warranty issue needs to be answered, on the level.

    I think it has been answered---> post #15 from Eric Wong, directly

    http://www.polkaudio.com/forums/showthread.php?t=75866

    Hope this helps.

    BTW, why not post this in the troubleshooting forum? That is supposed to be a "direct line to Polk CS", according to the title on the forum page. They seem to get things done over there.
    "Don't forget to change your politician. They are like diapers they need to be changed regularly, and for the same reason."
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  • Eric W
    Eric W Posts: 556
    edited February 2009
    Let me look into this- please bear with me we are extremely busy today.
    -Eric
    -Polk Audio
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  • leroyjr1
    leroyjr1 Posts: 8,785
    edited February 2009
    treitz3 wrote: »
    Couldn't this have been handled in private instead of putting it out into the public front? My god man, there are hairline fractures, no pictures, no names and now a bad wrap on Polk product purchased at a discount. Loyalty goes both ways and though I love's ya' Lee, this could have been handled a little differently. ;)

    Loyalty works both ways. What we see is one side of the story with no names, no pic's and nothing but speculation to go on. Nobody really has the right to say anything one way or the other until we ALL know what's going on. This wishy-washy stuff just doesn't cut the cake.

    How about proof, facts, names and a little bit of two-way loyalty please? Polk CS has always been second to none, but I would never expect them to hand out freebies with every little complaint that may come there way based upon hearsay. If they did, I wouldn't expect them to be in business very long.....especially in today's economy. :)



    I got a crappy cabinet point blank. Not trying to hide it or sweep it under a rug. No way in hell am I giving POLK a bad wrap for this situation. Whenever new Polkies come aboard I'm always praising there RTI line and micro pro subs. Hell I've been at the local audio shop and have sold Polk products because the salesmen they have don't know crap.

    You stated "loyalty goes both ways" I've spent over $5000 in the last 8 months on Polk brand new products and can't get a $100 cabinet replaced under warranty. Loyalty hasn't gone both ways.

    'HOW ABOUT PROOF, FACTS AND NAMES". Your not the one I have to prove anything to it's Polk.

    I am very happy with all my Polk speakers.
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  • NotaSuv
    NotaSuv Posts: 3,864
    edited February 2009
    point was it could have been handled of the boards......as there might be be some "on the fence folks" who will now turn else where...........

    "I am very happy with all my Polk speakers" well all but one ;) good luck and I am sure Polk will take care of this for you...........
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  • leroyjr1
    leroyjr1 Posts: 8,785
    edited February 2009
    NotaSuv wrote: »
    point was it could have been handled of the boards......as there might be be some "on the fence folks" who will now turn else where...........

    "I am very happy with all my Polk speakers" well all but one ;) good luck and I am sure Polk will take care of this for you...........

    I'm very happy with the sound of my CSI a6 just not the look.
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  • metal83
    metal83 Posts: 1,219
    edited February 2009
    NotaSuv wrote: »
    point was it could have been handled of the boards......as there might be be some "on the fence folks" who will now turn else where...........

    Well it's not a bad thing that he posted this here, it will let people know that there is a very slight risk of having some sort of cosmetic issue (which they do state in their ebay store anyways) when buying from Polk Direct. Granted this is the first i've heard of any issues with them, and i myself have had no trouble with the refurbs i bought from Polk Direct. But it's still usefull information for people to consider, and it would be nice to see how it plays out given he pursues it further.
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  • leroyjr1
    leroyjr1 Posts: 8,785
    edited February 2009
    NotaSuv wrote: »
    point was it could have been handled of the boards......as there might be be some "on the fence folks" who will now turn else where...........

    It has been off board for the last couple weeks. With 3 or 4 no we can't do anything about it. Every company has a % of defective products so if some one can turn their head on one bad situation VS hundreds of positive situations then they shouldn't be buying anything.
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  • Eric W
    Eric W Posts: 556
    edited February 2009
    Leroy, send me an email ewong at polkaudio dot com
    -Eric
    -Polk Audio
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  • Menasor
    Menasor Posts: 283
    edited February 2009
    Eric to the rescue!!

    Fronts: Energy RC-70
    Center: Energy RC-LCR
    Surrounds: Energy Veritas 1.0CM
    Subwoofer: SVS PC12-NSD
    Receiver: Onkyo TX-SR705
    Amplifier: Denon POA-2200 w/ Ben's ICs


    Pics of my setup (click me)
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  • shadowofnight
    shadowofnight Posts: 2,735
    edited February 2009
    shack wrote: »
    I think the OP needs to just live with the imperfections. I'm sure he got a great deal by going the ebay/refurb route and bought the speaker significantly under MSRP. I think is is reasonable that the speaker work as it is intended to for the life of the warranty. I think it is unreasonable to purchase a speaker at a significant disount (with adequate disclaimers regarding appearance issues) then expect all the rights as though it were bought new at full MSRP. I think he is expecting too much.

    I bought 2 of these A6's in cherry for 179 a piece...with shipping and sales tax the order came out to a grand total of 408.96.

    A couple of weeks prior , I had gotten the smaller A4 from Amazon for 249.95 plus 27.81 shipping ( No tax from Amazon ) making the single A4 delivered for 277.76.

    Each of my A6's were only 204.48 a piece delivered....I would have lived with some cosmetic imperfections for that awesome delivered price. Basically both A6's were flawless in both function and appearance except both grills had issues....sure I could have lived with a few broken tabs and a shifted grill cloth ( Manufacturing defect there ) but it would be nice to have the grills in as good as shape as the speakers themselves were.

    I called Jessica ( The lady who actually took my phone order ) and she shot off an email to Ken who promptly sent me 2 brand new grills. I thought that was fabulous customer service and would buy refurbs from Polk again in a heartbeat.


    Some pictures of your cabinet problem would go a long way for the benefit of this thread...3 MP is way more then enough for us to see what you are describing.
    The first rule of Fight Club is you don't talk about Fight Club
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  • n1xkc
    n1xkc Posts: 8
    edited February 2009
    Sorry to hear about your problem with Polk Audio Direct (ebay)
    I just purchased my CSR center the same way and if it was factory refurbished it should have a 5 year warranty
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  • metal83
    metal83 Posts: 1,219
    edited February 2009
    Has this issue been resolved yet?
    I'm just curious to see what the outcome was.
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  • leroyjr1
    leroyjr1 Posts: 8,785
    edited February 2009
    metal83 wrote: »
    Has this issue been resolved yet?
    I'm just curious to see what the outcome was.


    Yes the issue was resolved and I'm very pleased.


    Thanks
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  • treitz3
    treitz3 Posts: 19,259
    edited February 2009
    Glad to hear all is well Lee. Have a good evening and happy listening. ;)
    ~ 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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  • metal83
    metal83 Posts: 1,219
    edited February 2009
    leroyjr1 wrote: »
    Yes the issue was resolved and I'm very pleased.


    Thanks

    That's good.
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  • n1xkc
    n1xkc Posts: 8
    edited February 2009
    Great news Lee I knew Polk would come through
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  • jacob.simpson
    jacob.simpson Posts: 481
    edited February 2009
    POLK has one of the Best Customer Service irrespective of the Product line whether its high end or to their base line. I have had experience as well as enough reports which also support this Statement. Across the Industry as well as outside the Industry they are a Class apart.:D:D
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  • dorokusai
    dorokusai Posts: 25,577
    edited February 2009
    The circumstances could have been explained a little clearer but glad it worked out in the end.
    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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