Customer service sucks !!!

anhchungdoan

I have called and sent an e-mail as intructed by a support guy from POLK AUDIO. My e-mail was sent over 3 weeks ago with all the detail such as serial number, date of purchase, invoice number, order number, date of received and nothing has happened.

I placed a call again and get the same dude again, he claimed that he was not aware of my e-mail and acted like he never talked to me. Once I was given his e-mail address then I told him right on the spot that it was him who promised me a replacement and the prepaid postage. He refused to acknowledge the fact that he and I had any conversation about the POS 360 soundbar few weeks ago.

So you have it, POLK AUDIO. Your service SUCKS. Take it as a man, Mr. Matthew Polk. IT SUCKS. While the $399.00 is not a big chump of change to me but it may be to other customers.

BTW, I recognize the e-mail address from the support dude is similair to the dude who posted the sticky help and instructions for the POLK soundbar.

shack

My experience with Polk CS is that is is second to none in audio and some of the best CS I've encountered with any mfg., retail or service organization.

Sherardp

goggles on and popcorn in hand....................this may get ugly.

anhchungdoan

shack wrote: »

My experience with Polk CS is that is is second to none in audio and some of the best CS I've encountered with any mfg., retail or service organization.

Give me the explaination why I have been waiting for over 3 weeks for a pre-paid postage to have a replacement for the 360.

anhchungdoan

Sherardp wrote: »

goggles on and popcorn in hand....................this may get ugly.

IT is not " may get ugly". It is ugly.

bobman1235

Sounds like the dude has a legit complaint but I don't know about damning an entire company's support staff based off of one experience.

It's entirely possible in the three weeks between your calls that the service person forgot about you with everything else he has to deal with, and also possible that your email may have gotten lost somehow (spam filter, mistyped address, etc).

shack

anhchungdoan wrote:

Give me the explaination why I have been waiting for over 3 weeks for a pre-paid postage to have a replacement for the 360.

Maybe just because it's you.

anhchungdoan

bobman1235 wrote: »

Sounds like the dude has a legit complaint but I don't know about damning an entire company's support staff based off of one experience.

It's entirely possible in the three weeks between your calls that the service person forgot about you with everything else he has to deal with, and also possible that your email may have gotten lost somehow (spam filter, mistyped address, etc).

My e-mail did not come back as "failure" and I have the given e-mail double check and not a letter or number mispelled.

F1nut

Mr. Polk has retired, so venting your anger at him is pointless. As for the rest, I agree with Shack.

Toolfan66

Bless you..

Knucklehead

so, after your second phone call was there a resolution?

anhchungdoan

shack wrote: »

Maybe just because it's you.

It does not matter it's me or you. I am or at least I was a customer. I have a malfunction product and was promised a replacement. Who is the one to break the commitment here?

LandShark

He's still PO'd his team sucked in the BCS NC game. I've dealt with costumer service twice(same issue, sent me two tweeters and a x-over) and both times it was second to NONE. Relax and try another costumer rep. Sometimes you get different results with different reps.

anhchungdoan

F1nut wrote: »

Mr. Polk has retired, so venting your anger at him is pointless. As for the rest, I agree with Shack.

Both of you have the same definition of the word INTEGRITY.

Knucklehead

Knucklehead wrote: »

so, after your second phone call was there a resolution?

can I quote myself...:D::p

anhchungdoan

Knucklehead wrote: »

can I quote myself...:D::p

Still waiting.

concealer404

And i was worried that today would be boring....

Knucklehead

anhchungdoan wrote: »

Still waiting.

was there a verbal resolution on the phone or did he tell you to get lost?

LandShark

If you bought the speaker from an authorized dealer and you didn't threaten to kill the dude's pets, I don't see how you don't have a replacement by now. Something had to happen. It could of been a mistake on the reps part.

anhchungdoan

LandShark wrote: »

If you bought the speaker from an authorized dealer and you didn't threaten to kill the dude's pets, I don't see how you don't have a replacement by now. Something had to happen. It could of been a mistake on the reps part.

Dude, I know it's a little above **** products that was selling out of the back of the white van that why I had very low expectation abt their CSR.

There is no need to threat anyone for the amount one spends on 1/2 hour with a pretty lady.

LandShark

WTF? Wait, Is this Colt McCoy? I take it all back. Man, I'm sorry to see your not doing too well after the hit that put you out of the game. Sorry, take care man.

concealer404

anhchungdoan wrote: »

Dude, I know it's a little above **** products that was selling out of the back of the white van that why I had very low expectation abt their CSR.

There is no need to threat anyone for the amount one spends on 1/2 hour with a pretty lady.

You're very hard to follow sometimes...

smglbrth

Not saying that things shouldn't be corrected but unless you have worked in customer service dealing with people you don't know what it's like.

Just this morning I got off the phone, again, with a person (same one I talked to last week) about an order I made on December 11th. Nothing had showed up yet, no emails, nada. I was not unpleasant or rude with this person as it wasn't their fault things didn't get done. I told them I used to work customer service and understood completely how when someone drops the ball customer service takes the heat. Talk about a job where you had to be patient when someone was yelling at you... This person was very nice, again, apologized and stated they would walk the item themselves down to the shipping counter to get it out today.

I felt good about it, they felt good about it. This is after two emails and two phone calls. If the item still doesn't show up or get shipped then I will be a little irritated but I would hope it will show up this week.

Customer Service, anywhere, gets the heat. They don't ask for it and, most of the time, don't deserve the treatment they get from others.

Just a reminder folks!

Kingface

anhchungdoan wrote: »

Dude, I know it's a little above **** products that was selling out of the back of the white van that why I had very low expectation abt their CSR.

There is no need to threat anyone for the amount one spends on 1/2 hour with a pretty lady.

HAHAHA!!!! What the heck did I just read?!?!?! Not to be a jerk but....Please proofread. While I understand that you had a bad experience.....what are your hopes with this thread? You're on a Polk forum website bashing Polk for crying out loud. We have NO power and we're not here to console. Take up your issues with Polk directly...there are ALWAYS people above who you just talked to...it's the chain of command. Go up the next rung......

anhchungdoan

Kingface wrote: »

HAHAHA!!!! What the heck did I just read?!?!?! Not to be a jerk but....Please proofread. While I understand that you had a bad experience.....what are your hopes with this thread? You're on a Polk forum website bashing Polk for crying out loud. We have NO power and we're not here to console. Take up your issues with Polk directly...there are ALWAYS people above who you just talked to...it's the chain of command. Go up the next rung......

I don't need your shoulder to cry on, brother. Caveat Emptor! Not all Polk lovers read this forum and they will need to know.

You think I am worried abt spending $399.00! It's the freaking INTERGRITY issue. I do not complaint abt $399.00 hi class ****, Do I ?

lmacmil

anhchungdoan wrote: »

I have called and sent an e-mail as intructed by a support guy from POLK AUDIO. My e-mail was sent over 3 weeks ago with all the detail such as serial number, date of purchase, invoice number, order number, date of received and nothing has happened.

Not a big deal but I sent an email to tech support over a week ago asking a simple question and haven't heard anything. They don't even have an automatic response to acknowledge receipt of the email. If they aren't going to respond, or even acknowledge an email or question, why bother having a tech support section? I can understand why the OP is angry.

George Grand

I have never heard of anyone having a problem with Polk CS prior to this. The only experiences I'm aware of are the ones that have just about launched Polk to the top of the industry CS satisfaction charts. Perhaps the other complaints were before I started participating here.

concealer404

As stated multiple times on these forums, the best way to get anything done with support is to call them.

I work customer service in a fashion, too. I get over 300 emails a day. If you need to get ahold of me and want a response in a couple days, call me. I don't imagine that there are a ton of people working CS at Polk, compared to the huge amount of people that own their products. It's not like this is an exclusive high-end company that only caters to a select few that can afford their product.

nguyendot

I don't know what you do all day, but that CSR talks to more than just you. You're just another person in a sea of emails and phone calls he gets. You're one in a thousand. He isn't going to remember you from three weeks ago. I'm not gonna remember who I talked to three weeks ago or what I promised them.

As for you not receiving any email failures, I believe they said maybe it got misplaced or stuck in a spam filter (your rants read like spam).

If that's the case you won't get a response from anyone, and you won't get a failure message. Really? If your mail is marked as spam and filtered out, what good would it be to reply to a sender that is spam? Spams are usually bots...

Calm down and give another call. You act like the entire world came down upon you for this matter and that everything should be perfect. Hate to tell you this but the world isn't perfect and there are worse things to gripe about out there other than your soundbar. Did you even bother to escalate?

shack

Generally, if you act like an **** to a CS rep...they will ignore you...

shawn474

anhchungdoan wrote: »

I have called and sent an e-mail as intructed by a support guy from POLK AUDIO. My e-mail was sent over 3 weeks ago with all the detail such as serial number, date of purchase, invoice number, order number, date of received and nothing has happened.

I placed a call again and get the same dude again, he claimed that he was not aware of my e-mail and acted like he never talked to me. Once I was given his e-mail address then I told him right on the spot that it was him who promised me a replacement and the prepaid postage. He refused to acknowledge the fact that he and I had any conversation about the POS 360 soundbar few weeks ago.

So you have it, POLK AUDIO. Your service SUCKS. Take it as a man, Mr. Matthew Polk. IT SUCKS. While the $399.00 is not a big chump of change to me but it may be to other customers.

BTW, I recognize the e-mail address from the support dude is similair to the dude who posted the sticky help and instructions for the POLK soundbar.

While I can certainly understand your frustration, it might have been easier to place one more call to Polk and talk one more time before posting this. Mistakes do happen and the fact that you made this post after one phone call and one e-mail is a little hasty don't you think. Given their history of customer service and from what I have experienced on my own, it is one of the best, if not THE best, in terms of customer support and service. The sad thing is that you are probably going to get a response and they will make it right and you will think it's because you flexed your muscles by posting a rant on the forum, when in fact this all could have been solved by one more phone call, a little understanding and some patience.
Keep in mind that according to your timeline, all of this happened over the Holidays when things are busy and easier to lose track of. You definitely have a right to be upset that you haven't received your replacement yet, but give it a chance man. It would be different if you have called 5 or 6 times and gotten the run around. The fact is that this is a simple misunderstanding and will get taken care of.