Disappointed in Polks customer service

speakerguy23

Just wanted to add to those saying 10 years of service should count for something and that one bad experience shouldn't discredit that...it did count for something b/c I continued to give them my business and recommend them to friends and family.

I didn't mean to create any kind of firestorm with all the polk cheerleaders on here but rather share my experience. People making excuses for Polk have obviously never worked in sales, where customer service is the first and foremost priority.

Anyways, to update my situation, I had to call back yet again to get find out that my subwoofer (its a 60$ repair not a 60 dollar sub) was sent out 4 days later than the tech said he was going to send it out. It may seem like a small deal to others, but considering how upset I have been with this service it put me over the top. I got a higher ups ext. and he will be hearing from me.

Again this is just my experience and I don't doubt others have had great ones as polk makes a great product, but there really shouldnt be any excuses for this poor of customer service.

Eric W

Well, I'm the only Eric here, I cannot say I remember your voice mail message(s) and I handle the general customer service messages. I do indeed call each and every person back, the next business day I receive them. What is your name?

Who else were you dealing with? If it was sent in for repair that would have been sent to our Vista CA facility which has a different phone number and a different facility altogether.

hagmanm2

speakerguy23 wrote: »

I didn't mean to create any kind of firestorm with all the polk cheerleaders on here but rather share my experience.

I don't think it was your issue that sparked the thread specifically, instead it acted as a sounding board for people to comment on your experience while also sharing their own positive & negative experiences with CS.

speakerguy23 wrote: »

People making excuses for Polk have obviously never worked in sales, where customer service is the first and foremost priority.

I would have to disagree with you here. It is precisely my first hand knowledge in sales that gives me a greater appreciation and understanding for those people. And by those people I mean the frontline of the companies that consumers deal with day-to-day. They are generally under-payed and under-rewarded for their time and effort. What incentive do they have to go the extra mile, much less meet the status-quo? None really, as long as no one complains about them.
That being said, from everything that you've told us you have a right do be upset and dissatisfied and I think you're doing the right thing by taking it to management. If no one addresses the issue, it can never be solved and other people may receiver poor service as well. Good luck!

Eric Wong wrote: »

Well, I'm the only Eric here

We found him! (... or rather he found us) Prepare your old eggs, tomatoes and cabbage!

jwm2

I had a less than stellar experience yesterday after making a couple calls to CS. The first call i ended up getting through after about 10 minutes on hold. Once i got through the lady on the phone asked what i wanted, i told her my subwoofer is having problems and i need to speak to someone about either getting parts to fix it or to send it in to have it repaired. She then says i need to send it off to so and so address and they'll take a look at it for me. I explained that the problem should be easily repairable if i could get the right parts sent from them. She repeated that i should ship it off to them for repair. At no time did she ask me the model or product i was reffering to, a serial number or even ask me to explain what the problem was. She never asked me when it was purchased or if i tried to troubleshoot the problem myself. As someone who does customer service work i find this to be odd. Our company would much rather ship a part out if the customer can repair the problem rather than having the customer send the product back and we pay for shipping on the whole unit instead of the part alone. So as of right now i'm not sure what to think. I did try calling another number but was disconnected after about 15 minutes on hold and at that point i was just tired of dealing with it so i didn't try to call back again. Oh well, i'm not so sure i'd recommend polks products from here on out, i do like the other speakers i have but the way they've dealt with my problem so far leaves alot to be desired.

wutadumsn23

Kim wrote: »

Speakerguy23,

Please call me direct at 800-377-7655 ext. 208 and we will get this issue resolved today.
I am here from 9 :00 am to 5:30 pm Eastern Time Monday through Friday.


Thanks,
Kim

Knew it was only a matter of time until Kim or someone else chimed in. How many companies you know that do that on a Forum. Good job Kim, I'm sure you guys will right this situation.

-Jeff

F1nut

I explained that the problem should be easily repairable if i could get the right parts sent from them.

Interesting solution. If you know what the problem is why didn't you tell them or were you expecting someone to diagnose the problem over the phone?

nooshinjohn

Kim wrote: »

Speakerguy23,

Please call me direct at 800-377-7655 ext. 208 and we will get this issue resolved today.
I am here from 9 :00 am to 5:30 pm Eastern Time Monday through Friday.


Thanks,
Kim

Polk customer service ROCKS!!!:D

warlocks1

I have dealt with Polk CS numerous times and everything has been perfect. That being said, maybe there is now an issue. I am sure Polk is glad people bring up issues as it gives them an opportunity to fix them. I have total faith in Polk CS and I am sure if there is any issues they will get them resolved ASAP.