What's happening with Polk's Customer Service?

jon s

I have sent two emails recently through the Support section of the Polk web site. First was inquiring about how to get servicing on my bad input stage of my PSW-650 and the second on how to obtain new speaker binding posts.

Neither submission has received a response. Has anyone else have this problem?

leroyjr1

Just give them a call, instant service.

kawizx9r

Just be patient imo, they're really good about being prompt.

Toolfan66

leroyjr1 wrote: »

Just give them a call, instant service.

+1 :cool:

McLoki

kawizx9r wrote: »

Just be patient imo, they're really good about being prompt.

I don't care who you are - thats funny right there.......... :D:D


To the OP - I have never heard a bad word about polk customer service. Give them a call and they will take care of you quickly.

Michael

jon s

as soon as I posted this... they responded.... go figure.

JohnLocke88

I have found the email support to be wanting, but the phone service is phenomenal. It's only annoying that email support is slow when I come up with random questions at midnight and no one's there to answer my call

F1nut

I don't understand why some folks think email is better than the phone.

thsmith

F1nut wrote: »

I don't understand why some folks think email is better than the phone.

Thank you !

What ever happened with people talking to people. Problems are solved a lot faster when people talk. We are trurning into a society of unsocial whiners.

zarrdoss

thsmith wrote: »

thank you !

What ever happened with people talking to people. Problems are solved a lot faster when people talk. We are trurning into a society of unsocial whiners.

+1

shack

I'm sure they were waiting in great anticipation of your email...ready to move you to the head of the line over all the other customers.

TECHNOKID

Emails are very impersonal but very effective to resolve problems promptly (minimum loss/downtime). Companies with efficient CSR will usually master this quite easily. Personally, I will sent an email and then a reminder email and if no response I will not bother with that company anymore. Phone calls are nice but how often will one be put on hold, for how long and at times how many people do you have to go through to get an answer and this is if you get right away? An email is a written message which can be processed while everyone can still go about their business. Typically, an efficient way of processing an email request should be within 24 hours or less, that doesn't mean giving a detailed answer but at least replying to acknowledge you are looking into it. If this process is followed there shouldn't any unsatisfied or whining clients.

Cheers!
TK

jgido759

Don't people realise that most likely the same CSR that answers the phone is also responsible for e-mails support? Of course there are multiple CSRs, but if thy are like most companies, they handle both e-mail and phone requests.

maandjojo

I just have to chime in on this one. When I am having a problem the worst thing I want to do is email and wait around for an answer. There are many companies today that do not have phone in technical support and you can have them. I want to make a phone call and talk to a real tech savey person and get my answer immediately. If its too late I'll wait til' the next day knowing I can talk person to person.
I've never been disappointed with Polk service.

Joe

WastelandWand'r

Every time I have called someone has answered the phone, unless as noted it is way past closing time. (I am 4 hours behind the crowded side of the nation)
A recent email to CS took several days for a response but the helpful young lady named Helen who I believe has been around there for a while got back to me and let me know that she had been taking some time off, and that was the reason for the delay.
(Personally my belief is families come and go but work will always be there so treat it right)
At least that is what an old several times divorced sergeant told me.
Anyhow, she answered my question and took care of things. As usual.
For what it is worth.
Nathan

slack56

If you are patient the email support is fine. But today instant gratification is the norm. Just think, 30 years ago, no forums, no email, phone support? please. Go back to the store you bought them from, if you are lucky. What I like about email support is the person who gets back to you from Polk knows what the hell they are talking about and doesn't have to get back to you. I find 95 percent of what I need on the forums anyway, leaves the support for the other 5 percent. Just my two cents.
Greg

BB3

F1nut wrote: »

I don't understand why some folks think email is better than the phone.

I couldn't agree more, F1nut.

NJPOLKER

shack wrote: »

I'm sure they were waiting in great anticipation of your email...ready to move you to the head of the line over all the other customers.

Shack,
Thanks for making me laugh.

superjunior

thsmith wrote: »

Thank you !

What ever happened with people talking to people. Problems are solved a lot faster when people talk. We are trurning into a society of unsocial whiners.

well said..couldn't agree more...
jr

polrbehr

My .02 ...

I also agree that phone calls to CS Depts. are the quickest/best way of getting support. But, at least
emails are a good, verifiable way of proving communication attempts, especially in problem resolution or dispute scenarios.
Unless you record your entire phone conversation with the CS person, printable email messages eliminates the potential "he said, he said" problem.

AudioGenics

i usually type up a detail description of my issue
and send it in then follow up with a phone call to discuss

the CS rep can pull up the email and we can both reference it
and document if needed.

I guess there could be a point where too much communication has gotten in the way but it seems today it is too fast and too short and the CS representative
are overloaded from all directions multi-tasking.....

george daniel

F1nut wrote: »

I don't understand why some folks think email is better than the phone.

Damn right . Gimme' a phone anyday,, my e-mail communication skills sux.

cfrizz

ROTFLMAO!:D Yes, especially those that actually took that enormous amount of time to pick up the phone & actually talk to a PERSON!!:D

shack wrote: »

I'm sure they were waiting in great anticipation of your email...ready to move you to the head of the line over all the other customers.

mmadden28

F1nut wrote: »

I don't understand why some folks think email is better than the phone.

For me it depends on the problem and who the company is.

I can't stand to be put on hold. It takes less time for me to write my email query and send it off. If I need immediate assistance, I'll call,, but otherwise calling is a big waste of time. For example. It took me 10 attempts and a total hold time of over two hours (+/-)to get through to Verizon CS. And that was simply to add features to my existing service. Its fricken rediculous.
Calling Best Buy? Worthless. Comcrapstic: worthless. I ahven't had to yet, but I heard Onkyo's CS is not so hot.
And if your call drops during the call that you have already been on and excplained your whole issue to--then you have to call back and exaplain all over again to a different tech.
Same problem with my own company's helpdesk. I can sit on hold for 20 minutes before getting a human, then I have to spell out my name and phone number, etc. Then explain to some entry level Teir 1 support person my issue.

I won't even go into any detail about the incompetency of many of the techs I've dealt with. Way back when I used to handle tech support calls. I still do at work since nobody wants to deal with the helpless desk anymore.

Have you ever called MS tech support? You need a translator...

Histroically I have gotten much much much better, faster and more accurate results sending email. Or if a live chat function is available, I'll try that too.

Besides, email serves as a record of my request and of the response. You don't get that with a phone call. Several times I used the email as my proof with Amazon or DeepDiscount when verfiying that I had indeed contacted them about an issue with a product within the return period.

Again it just depends on which company, and the type of problem. There is no one best answer for all cases. Actually, I will research the internet or the company's knowledge bases (if any) before I give up and call CS.

hearingimpared

You have none of the above problems with Polk CS.

Erik Tracy

I bought a pair of used MIT ICs and there was no documentation on what end went where -call me dumb - I didn't know - and I wanted to use them *right then*.

Instead of writing an email and hoping someone would get around to replying - I thought to myself - hey, I could actually call them and talk to someone in real time and get the answer I wanted.

And....it worked.

I ordered a fountain from an on-line company which didn't show up after 2 weeks...so I thought to myself - hey, I could actually call them and talk to someone in real time and get the answer I wanted.

And...it worked.

Geez - if folks are so d@mn impatient in this instant gratification world - call the company you are dealing with and talk to someone.

When I'm at work, I'm more inclined to answer a phone when it rings than to sit in front of my computer and wait for emails to pop in for me to reply to.

Email is NOT a "real time" method of communication - the phone is much more so.

arun1963

Phone vs email, we are probably looking at two different personality types here.