DSWPro 500 not working. HELP!

[chadkain]

Last weekend (March 3, 2013) my Polk DSWPro 500 abruptly stopped working. Now when I say abruptly stopped, I don't mean that the sub was in use and then stopped. I had just turned my stereo on and noticed that the music sounded different. That's when I noticed no lights on my subs were illuminated.

Here's what I've tried:

1. Plugged the sub into a different outlet, in a different room. Nothing.
2. Replaced the fuse below the electrical cord receptacle on the back, even though the factory fuse is not burnt. Still nothing.

Yes the main AC switch is in the ON position. The other control switch has always been set to Auto-on, rather than Standby or On.

Polk Audio Customer Service has been less than helpful and hasn't offered any possible causes or solutions. So I'm not too pleased with them at the moment. My guess is that maybe the power supply has gone bad.

Has anyone else experienced this sort of problem?

Thanks!

[Kenneth Swauger]

Hello chadkain,
Welcome to Polk's forum, sorry there's a problem with the sub. In a nutshell your subwoofer has three parts: the woofer, the bass amplifier and the enclosure. Since the enclosure couldn't cause that type of problem what's left is either the bass amplifier or the woofer and since you indicate there's no illuminated LEDs on the amplifier input plate that would indicate a probable source. Usually Polk will recommend removing the bass amplifier and sending it to their service center. Was this given to you as an option?
Regards, Ken

[chadkain]

I was told to send Polk the entire unit. I'd be happy to do so, however, shipping costs appear to be around $300 via UPS from my location (Iowa). That seems a bit extreme, so I was searching for another possible option. Or to continue troubleshooting if I could. Plus, I haven't been informed on what kind of warranty any repair work may have. So that lands me here trying to find more answers.

Thanks for responding!

[Landers0440]

Pm me. I can solve your problem a lot cheaper.

[chadkain]

Pm me. I can solve your problem a lot cheaper.

Landers0440 - I'm unable to send you a PM because the system says I need a minimum of 10 posts. Could you PM me your solution. Thanks!

[F1nut]

I was told to send Polk the entire unit. I'd be happy to do so, however, shipping costs appear to be around $300 via UPS from my location (Iowa). That seems a bit extreme, so I was searching for another possible option. Or to continue troubleshooting if I could. Plus, I haven't been informed on what kind of warranty any repair work may have. So that lands me here trying to find more answers.

Thanks for responding!

Call back, talk to someone other than the person you talked to the first time. There's no reason to send the entire sub, the plate amp is all you need to send.

[F1nut]

Pm me. I can solve your problem a lot cheaper.

Why not just post your solution on the forum?

[Kenneth Swauger]

Hello,
Providing the subwoofer was purchased from an authorized Polk dealer and you can supply a proof-of-purchase (or registered the product on Polk's website) it came with a five year warranty on the woofer itself and a three year warranty on the bass amplifier. In order to troubleshoot the unit you would want to remove the woofer from the cabinet, disconnect the two wires that connect the woofer and the amp. Then place the woofer on a protected surface (carpet works) with the cone facing down and at a very low volume setting of your receiver touch either the right or left channel to the woofer's terminals. There should be sound at a minimum volume setting, resist the temptation to increase the volume if you don't hear anything. If the woofer works then the amp is the cause. You would remove the amp and send it to Polk's service center in Vista, CA. along with a note giving them your contact information and a copy of your sales receipt if you are under the warranty.
I hope this is helpful information.
Regards, Ken

[chadkain]

Can someone help me with how to unhook the amp plate? I've removed the 10 screws holding it to the enclosure, but it appears some of the wires are soldered directly to a circuit board on both ends. One goes to the eye for the remote and one goes to the LED on the front of the enclosure. It might also help to clarify exactly what the "amp plate" is. Is it the full back of the enclosure?

Thanks!

[Kenneth Swauger]

Hello,
I believe the connection to the LED uses a plug that disconnects from the circuit board, there might be a small latch that has to be pulled to allow the plug to come out. It would be best to telephone 1-800-377-7655 extension 208, this is Kim Jasper and he'll have specific instructions for you. The amp plate is the complete rear metal plate with the inputs/outputs level controls, etc.
Regards, Ken

[chadkain]

OK, so I received my "repaired" amp plate back today (April 6, 2013) and was happy to get it hooked back up. I was told the issue was a bad diode. Upon unboxing the "repaired" unit, I hooked it up and plugged it into the wall prior to putting all the screws back in. The LED on the back came on. I said a quiet whew. I finished putting the unit back together and plugged it back into my stereo system. The boom was back, or so i thought. The unit shuts itself off after 20-30 seconds, then comes back on after another 20-30 seconds. This behavior continues over and over and over. So my "repaired" amp plate is NOT WORKING CORRECTLY and I am quite irritated about it!

My experience with Polk Customer Service has been anything but a good experience and this just the icing on the cake. Receiving a non-operable unit back is not acceptable in my opinion, regardless of whether my unit was out of warranty or not. Ridiculous!

So AGAIN I ask, what are my options? Do I walk away from Polk and chalk it up to a learning experience?

[chadkain]

HELLO?!?! Seriously Polk, you need a lesson in online customer service! This is pathetic! For the prices you charge, your customers deserve better!

[Kenneth Swauger]

Hello,
I'm sorry, this is the first time I've seen your posting with the new problem. You want to continue working with Polk's CS department to get the unit back operating. I'll send this tread to Kim Jasper the CS manager. Give him a call at 1-800-377-7655 extension 208 and email at kjasper@polkaudio.com.
I know this is a very frustrating thing to have happen, but rely on Polk to make it right.
Regards, Ken

[ken brydson]

HELLO?!?! Seriously Polk, you need a lesson in online customer service! This is pathetic! For the prices you charge, your customers deserve better!

Sorry for your problems but the forum is NOT a hotline to Polk CS. We are mostly owners/ fans. Best to call or email. They will get you squared away...

[chadkain]

Sorry for your problems but the forum is NOT a hotline to Polk CS. We are mostly owners/ fans. Best to call or email. They will get you squared away...

Really?!?! Then why does the line next to Troubleshooting say: "A direct line to Polk Audio customer service. If you've got questions or answers post here."

If that isn't the case then change it!

[ambiophonics]

I'd be curious if the woofer is damaged. If the voicecoil has a short somewhere it could be showing the plate amplifier too low of a load causing it to continually go into "protect". Either way, I'm confident that if you contact Polk CS they will set things right.

[Kenneth Swauger]

Hello,
I've heard from Alex at Polk's CS that a replacement amp has been ordered for you. Let us know how things progress.
Regards, Ken

[chadkain]

Yes, I spoke to Alex this afternoon. They are sending a replacement amp that will hopefully correct the problem. (Fingers crossed!)

Thank you for your help Ken! I appreciate it!