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  1. #1

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    Default A little Pissed at Polk Customer service...

    I sent the amp board into Polk from my DSW 500, I get a call from Art that the Amp is bad, and that I could purchase the Amp from a 550, that it will mount right up, OK let's do it..

    I get the Amp board back, and my first thought is, this is my old one, it looked used, then I start to think maybe they tested it, yeah right..

    I plug everything back in, and guess what? A big nothing.. I don't think they sent me a new amp, and that this is my old one back in my hands..

    And on another note, when I was talking to art about a new amp, I asked him if he had a couple of RDO-198's, he said yes, I said send me a couple of those while your at it.. Guess what? I received RDO-194's...

    I would like to think since I spent $300+ that this can get resolved...

    Sorry for the rant, but I wanted my subwoofer back up and running, so we can enjoy our movies this weekend, and this is not something I would expect from Polk...
    No Way But The Hard Way, So Get Used To It!!!

  2. #2
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    Hello Larry,
    That is certainly not what should have happened and definitely needs to be corrected. I'm sorry this has to happen on the weekend for you. I'll forward this to Kim at Polk CS and I know he'll get to the bottom of it and expedite a solution.
    Best regards, Ken

  3. #3

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    Thanks Ken, I have no doubt that it will be taken care of, it was just frustrating...

    Thanks for the help, and reply..
    No Way But The Hard Way, So Get Used To It!!!

  4. #4
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    Hi Larry,
    What was the sales order number for the repair?

  5. #5

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    PM sent, thanks Kim..
    No Way But The Hard Way, So Get Used To It!!!

  6. #6

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    Proof positive to make sure you don't get the same malfunctioning anything that was promised new or refurbed is to write down any serial #s from the board. I had a friend who would etch his initials on everything he owned, like tools in a shop for example. The tweeter mix up that's careless human error and when it happens sucks but you'll get the white glove treatment from now on.Looks like 194s are flying off the shelves whether ordered or not.

  7. #7

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    Seems like a resolution. Now I'm wondering what happened to that e-mail I sent Polk over a month ago? Admittedly it was more of a question about a vintage materials problem. But it fell off the earth. lol

    I can probably get the answer if I walk over to our Chemistry Dept. which is what I will probably do.

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  8. #8

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    I think the rarity of threads like this and the speed at which they are addressed is a tribute to Polk Customer Service. :)
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  9. #9

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    Quote Originally Posted by cnh View Post
    Seems like a resolution. Now I'm wondering what happened to that e-mail I sent Polk over a month ago? Admittedly it was more of a question about a vintage materials problem. But it fell off the earth. lol

    I can probably get the answer if I walk over to our Chemistry Dept. which is what I will probably do.

    cnh
    eh I just sent them an email today about a little issue I've got with my towers, and I might be a rare one, they can take their time, tis a small question. No big rush, if it goes past a month...then I might call...
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  10. #10

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    Kim,

    any update on this??

    Thanks!!!
    No Way But The Hard Way, So Get Used To It!!!

  11. #11

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    Quote Originally Posted by Inspector 24 View Post
    I think the rarity of threads like this and the speed at which they are addressed is a tribute to Polk Customer Service. :)
    I think the rarity of threads like this is due to people not knowing about this message board. Particularly today when people under 30 probably never even know what a message board is. After calling and getting nowhere I posted a request for information about a product that I am thinking of purchasing... the moderator here was kind enough to instantly reply that he was forwarding the question to customer service and I have yet to hear back... I know what someone on my list is not getting for Christmas.

  12. #12

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    I do believe that Polk CS which used to be among the best "ever" may be experiencing a "moment" of transition, here. At least that is my read. I'm sure they're on top of a LOT, just not everything!

    There has been a transition there, some new people, some old. And, I bet some "downsizing", am I right? I do hate it when I am!

    cnh
    Last edited by cnh; 12-19-2013 at 04:30 PM.
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  13. #13

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    I emailed CS on a Friday for the cost of new crossovers, should FedEx lose them on the way to VR3. Had a reply the next Monday.

    Could also be the season, as this was before Thanksgiving.

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    In 1994 I blew a MW6510 and they sent me a MM6510. I never knew the difference. I just thought that they has changed the replacement product number until the internet and this forum came along.
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  15. #15

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    hrm got a PM from Kenneth S about my email to Polk CS. I gotta hand it to him, he's proactive! Wonder why I like being here, a Polkie...can I call myself that even though I pillaged a perfectly good pair of Polks to parts for sick Polks ? :)
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  16. #16

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    Polk has never been one to really be on top of emails. Calling has always been the best bet. I've sent numerous emails over the years to no avail.
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  17. #17

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    There might be a related story above and beyond just c/s. If you noticed my sig just up and was gone one day and I can not relist it. Yes I have the three boxes at the bottom checked but still nothing.I've been in touch w/ Bruno their I/T guy and he got it on his end using my info then we tried it here and it worked then it went away again. Now I call back and they say they are swamped w/ doing some new changes and will give me full attention after the 1st. I also can not load pictures. It says they are to big and I have not changed any camera settings ,then I get a few P/Ms from a bunch of forumites saying that they were hacked. This I don't know for sure but something is wrong for some people. btw I will get my machine swept so I know it will not be from my end.

  18. #18

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    Quote Originally Posted by DSkip View Post
    Polk has never been one to really be on top of emails. Calling has always been the best bet. I've sent numerous emails over the years to no avail.
    I'm in no rush to be honest. They can take their sweet time to reply to the email, if they lost it, oh well, I'll eventually get around to calling but eh, this time of year, taking the rush off isn't such a bad thing.
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  19. #19

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    Quote Originally Posted by nbrowser View Post
    I'm in no rush to be honest. They can take their sweet time to reply to the email, if they lost it, oh well, I'll eventually get around to calling but eh, this time of year, taking the rush off isn't such a bad thing.
    Annnnnnnnd new parts on the way to my home...geezus. Looks around for Polk staff....nope don't see any right now, Talk about doing the customer right.
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  20. #20

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    Kim,

    Thanks for taking care of this, received my new part yesterday, will install tonight...

    Kenneth,

    Thanks for your help as well..
    No Way But The Hard Way, So Get Used To It!!!

  21. #21

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    Quote Originally Posted by cnh View Post
    I do believe that Polk CS which used to be among the best "ever" may be experiencing a "moment" of transition, here. At least that is my read. I'm sure they're on top of a LOT, just not everything!

    cnh
    I've had nothing but stellar service from Polk! I was even surprised at how willing they are to go the "extra" mile in some cases, at least in my experience.

    And to see how this issue here was resolved, I'd say Polk CS "still is" among the best!!!
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  22. #22

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    Quote Originally Posted by Geoff4rfc View Post
    And to see how this issue here was resolved, I'd say Polk CS "still is" among the best!!!
    They might be the best, but that doesn't mean they are any good.

  23. #23

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    Quote Originally Posted by Gempler View Post
    They might be the best, but that doesn't mean they are any good.
    Contradict yourself much?
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  24. #24

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    As far as CS is concerned, they are top of the game and one or two disgruntled individuals mean nothing when it comes to thousands of others. They'll live, so will Polk, who cares.

  25. #25

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    Quote Originally Posted by EndersShadow View Post
    Contradict yourself much?
    Vocabulary and reading comprehension problems much?

  26. #26

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    Ordered some RDO194-1's on Thursday and got them this morning using FedEx ground, they seem to be all over it, go Polk coustomer service +100.
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