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  1. #1

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    Default IHT 6000 and Customer Service are both JUNK

    I purchased this IHT in October 2012, within 10 months I had to ship the bar and the sub to California for repairs. The amp in the sub needed replaced and the entire sound bar was swapped also. On top of both components having issues less than a year after I bought them, I had to pay the $75 FedEx out of pocket. No one I spoke to at Polk seemed to think there was any problem with me having to pay that when their equipment failed so soon. The new sound bar they shipped me just a few months ago is already having similar issues, crackling and distorting at all volumes and especially on the lower notes. Calling or emailing customer service is a joke, I get to explain all this repeatedly and no one seems to think it's strange that this thing has repeated issues. It has a volume limiter and there is no equalizer of any sort, there is nothing I'm doing to abuse this thing. Of course I was offered to pay to ship it BACK to California and pay for the repair. This seems a very logical solution to everyone at Polk. Nevermind that I paid over $400 for this thing just last fall. Polk is supposed to be a quality name in audio yet this thing is fragile at best. Couple that with the fact that they refuse to stand behind their product and you have someone that would lobby for Bose any day of the week. I never had problems with Bose, even the 12 year old Sony stereo in my garage has held up better than this. Bad form Polk, I had to do some digging to get a direct mailing address to your product development executive (Jeffrey Nemec) and your CEO (James Minarik) but people at the main office give up information over the phone very quickly when you tell them that you want to praise the company directly to the man in charge. Matthew Heinecke received a special mention, his name comes up on numerous online reviews for being a jack***, not a good thing for someone in customer service. Thanks for terrible sound, a waste of several hundred dollars, and no solution.

  2. #2
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    Default

    Hello wmyers,
    I know this may seem insincere, but welcome to Polk's forum. While Polk wants everyone's experience with their products to be a satisfying one and, for the most part, that's the norm. But from your posting it's obvious that hasn't been what you've experienced. Let's see if this can be corrected and turned around. I've sent an email, copying your thread, to Kim Jasper, the CS manager for Polk and I'm sure he can be of help. His telephone number is 1-800-377-7655 extension 208 and his email address is: kjasper@polkaudio.com
    I'm sure something can be done to straighten this out, don't give up on Polk yet.
    Regards, Ken

  3. #3

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    Default

    I'm willing to bet this issue gets resolved in record time...
    Living Room Evolved
    Onkyo TX-NR717
    Parasound HCA-1200II
    Polk Audio RTi A7 Black Front
    Polk Audio RTi A3 Black Rear
    Polk Audio CSiA6 Center
    Transparent Audio Music Wave Biwire cables > Mains
    Canare 4S11 >Center
    Audioquest Evergreens on most of the analog connections
    Tannoy TS2.12 Sub
    Marantz CD6004
    Pro-Ject Debut Carbon Piano Black TT
    Parasound Zphono Phono Preamp
    Apple Mac Mini
    Apple TV 3rd Gen
    Sony PS3 160Gb/Microsoft XBox 360
    Insignia 55 inch 120Hz TV

  4. #4
    Polk Customer Service
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    Hello wmyers,

    Sorry to hear about the problem with your SurroundBar 6000.
    Call me direct at 800-377-7655 ext. 208 and I will be glad to help you get this issue resolved.

  5. #5

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    Good job,I appreciate your work.

  6. #6

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    Default

    Kim did indeed resolve this in record time, politely and professionally, and without talking to me like I was fishing for something free. Perhaps listening and being reasonable is why he holds an elevated position in the CS department. Thanks again for your help,and also to Ken for streamlining my issue without the frustration I had experienced prior.

  7. #7

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    wmyers, I've had private PMs with Mr. S. regarding my towers, no issues yet however, but he is prompt, and does what he does well. It's one of the reasons I selected Polk speakers in my home, professional customer service from people who actually care...imagine that ? A company that cares about it's customer base.
    Living Room Evolved
    Onkyo TX-NR717
    Parasound HCA-1200II
    Polk Audio RTi A7 Black Front
    Polk Audio RTi A3 Black Rear
    Polk Audio CSiA6 Center
    Transparent Audio Music Wave Biwire cables > Mains
    Canare 4S11 >Center
    Audioquest Evergreens on most of the analog connections
    Tannoy TS2.12 Sub
    Marantz CD6004
    Pro-Ject Debut Carbon Piano Black TT
    Parasound Zphono Phono Preamp
    Apple Mac Mini
    Apple TV 3rd Gen
    Sony PS3 160Gb/Microsoft XBox 360
    Insignia 55 inch 120Hz TV

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