RTi12 questions:

[MrNightly]

Ok, so I unpacked my new Rti12's and when I was turning one of them over, a bunch of things started rattling inside, like a box of screws had come open. I turned it gently to the left and right and whatever it is, it rolls around with the speaker. I looked inside the fairly large port on the front, and noticed that a foam is extruding from the top port... this isn't extruding from the other speaker.

I couldn't hear any problem with the speaker while playing them, but it kinda bothers me that something is loose. All three little 8" subs seemed to be playing just fine on it, but I dunno. Is this a defect or could it be something that got jarred loose with shipping?

2) Does Polk sell the face plates for the RTi line still? One was cracked up pretty badly in shipping.

3) Does Polk sell the power port pieces that is attached to the rear of the speaker? The speaker with the rattle had it's power port speaker all broken to pieces. I at first thought that a few of the pieces from the port had fallen into the speaker, but after discovering the foam piece bulging out, there is no way anything fell past it.

If it is a defective speaker, how do I go about getting it serviced or replaced?

Thank you from Kansas.

[Kchill]

When you say new, did you buy them at a store? If so I would return them for a new set if not I would take a few snap shots and talk to CS as they seem to be very intersted in keeping you pleased. Give them a call and see what they say.

[crd2002]

if you want take the speakers out and look inside it could be that the peices that broke from the power port fell inside
also if you just got them and have a receipt call polk they are very good when it comes to helping fix any problems

[MrNightly]

I did buy them new, just new from California. Then they were shipped to my door. This is very frustrating.

I have never taken a speaker apart, not sure how to do that... especially brand new ones! :D

Thanks for the replies... hoping that some of the Upper's here might chime in as well.

[Chicha]

Helping the wife's post count ;)

[Chicha]

Opened the box and found this little piece laying there... uh oh!







Foam from left speaker... very interesting...

[Chicha]

Happy Family... sorta ;)

[danger boy]

Yikes, that is some serious damage to those speakers.. i'd contact the seller or store and see what's up with that? or file a claim with the shipping company. that's not just minor damage and it shouldn't have to come out of your pocket either.. it arrived damaged and someone other than you should have to pay for it's replacement.

[beardog03]

I bought them new, and never even opened the box....I shipped them without even opening them....

I feel that the damage was done by the shipping company, and since they were insured , they should be paid for by UPS

They were packed by Polk Audio, and shipped in the original box`s , without ever being opened..

I will do all I can to help make this right, but I don`t think I should be out of pocket anymore than I already am....

I will do whatever it takes to make Mr. Nightly happy with his speaks...That has been the goal since the beginning, and I am in no way bailing on him...like I have had people do to me in the past...

The damage is not so great that it can`t be fixed, and I am sure Polk`s CS will be more than happy to help us find and secure the parts needed to bring these speaks back to their original glory....and since they were insured when I shipped them, UPS should pay the bill.....

I don`t feel that I am at fault here, but like I said...I will do what it takes to make it right....

[jwhitakr]

That really sucks - definitely some serious damage inflicted during shipping. :( I feel for ya man.

I would contact UPS to file. It sounds like they were insured for the full amount, and so you should have a valid claim. I would also contact Polk CS to see if the broken parts can be replaced... the CS folks at Polk have always been very helpful in my experience.

Keep us updated on how it unfolds.

[danger boy]

beardog, i agree..it's the shipping company that should pay for all damage, i don't think anyone is blaming you.. since they were never opened and shipped in original Polk cartons.

best of luck... to you and the buyer.. hope this story has a happy ending.

[Wesley Snipes]

I had 2 seperate set's of RTi 10's sent to me. Both of them came damaged, I think that there is not enough suffecient packaging that comes with these speakers. They are pretty heavy and they should assume that there will be some rough hanndling with the speakers. The packaging doesn't allow for too much roughness. True, it does come down to the shipping comany, but I would lay some of the blame on Polk. When I did call up Polk to replace a speaker that was defective, they were amazing on getting me a new one in just a few days.

[fossy]

those poor poor beautiful speakers -- I sure feel for ya --- Hope is not what you need -- make um right their wrongs !!!!!!

[crd2002]

if you had insurance file a claim with ups they are very good in making it right you should have no issues with them save the boxes and show it to them

[MrNightly]

I bought them new, and never even opened the box....I shipped them without even opening them....

I feel that the damage was done by the shipping company, and since they were insured , they should be paid for by UPS

They were packed by Polk Audio, and shipped in the original box`s , without ever being opened..

I will do all I can to help make this right, but I don`t think I should be out of pocket anymore than I already am....

I will do whatever it takes to make Mr. Nightly happy with his speaks...That has been the goal since the beginning, and I am in no way bailing on him...like I have had people do to me in the past...

The damage is not so great that it can`t be fixed, and I am sure Polk`s CS will be more than happy to help us find and secure the parts needed to bring these speaks back to their original glory....and since they were insured when I shipped them, UPS should pay the bill.....

I don`t feel that I am at fault here, but like I said...I will do what it takes to make it right....

Sorry for my slow response, been setting tile all day... but everyone please know this: Robert (beardog) has gone extremely out of his way, spent his own gas money and time to pick these up for me simply on a hand shake. This problem has ZERO to do with him, and everything to do with UPS. I would never even dream to have a problem with Robert. He's an amazing stand up guy, and this unfortunate shipping transaction is not even remotely his fault.

I have already started a claim with UPS and will take it up with Polk as well, and hope that we can get some resolution quickly. The only reason I posted the pictures here, was in hopes that a Polk CS person would let me know if they sold the parts I need, and how to get them. Also I was also very curious if the foam hanging down from the port is a manufacturer issue or just standard... (The other doesn't have it hanging, it seems like a defect)

I honestly believe that both speakers should be replaced

1) By Polk Audio or UPS because the one with the foam hanging down obviously has something loose that could have been broken in transit or could have been a defect from the beginning and

2) UPS should replace the one with a dent, because no matter what, the value of the speaker is reduced big time due to the dent. The sound may be just the same, but the value is halved at least...

So... in summary :D please let no bad rep or questions be placed in Robert's direction. If anything, it is about UPS and Polk Audio.

Robert, you are a good man. Thank you for everything!

- David

[MrNightly]

Update on the claim:

They rejected the first attempted of item breakdown per speaker with lump cost for insurance payout. Instead they now want an itemized cost to repair each broken piece. Hopefully Ken with polk will be able to get these to me fairly quickly and we can put this non-sense behind us.

Thus far, the UPS guy (Calvin) at the store they were shipped from has been a standup guy. Very impressed. Corporate on the other hand... ugh.

Here's to hoping these get worked out quickly now.

[Poee7R]

Good Luck Mr. N.

And props to you for handling it well, I know I would be chomping at the bit if I were in your shoes.


Dave

[seeclear]

Update on the claim:

Thus far, the UPS guy (Calvin) at the store they were shipped from has been a standup guy. Very impressed. Corporate on the other hand... ugh.

Here's to hoping these get worked out quickly now.

See if Calvin can pull any strings further for you. I shipped an expensive (~$10000) piece of medical equipment for service via our local UPS store, and our local gal had to fight tooth and nail to get the claim paid when it arrived damaged. The only thing that saved us is that I paid them to package it up, so it really was totally their responsibility. But, you had them in the boxes that they were made to ship in, too, so that works in your favor, I would think.

Why would anyone but the insurance if they are never going to pay a claim?

[jflail2]

As an aside, Polk's customer service is second to none. I bought my RTi-10s at an open box sale Crutchfield was having at their store in Charlottesville, Va. Got a superb deal on them, but the bass port was also cracked on 1 of my speakers. Contacted Polk to see if I could purchase a new one (and explained up front that i had bought them open box from Crutchfield), and Polk shipped out a new part within a couple of days (free of charge no less.)

Absolutely stellar service. I don't see Polk giving you the run around based on my previous experience. Hope all works out for you.

[MrNightly]

Just an update.... got the claim a few months ago, and everything has been replaced FREE of charge by Polk! The speaks have finally broken in a good bit and man.. i love them! :)

Glad that is behind me. Now I just rock out to the tunes!

[leroyjr1]

Polk CS is the best out there.