I'm a first time Polk Audio purchaser. After hearing so much about Polk audio's build quality and customer service. I decided to purchase a complete 5.1 surround set made of R300's, R150's and a CSi25. This setup was purchased new 2 months ago. In regards to sound quality it doesn't disappoint. I don't claim to be an audiophile and hear sounds and details that other humans can't hear; hence I'm a normal listener ;).
But anyways here's my problem, one of my R300's tweeter went dead. So I got the necessary information and sent it back to Polk. A few days later I got a tweeter back. Not sure if it was the same one I sent to Polk, do to the fact that it was very dirty with some type of scum caked on to it. This is where my disappointment started. I send a dead but new tweeter and I get back what looks like a tweeter found in Sanford & sons garage.
Well, after getting over the whole dirty thing (which leaves a lot to be desired from a customer’s point of view). I said the hell with it! It should work fine, so I should just start enjoying my system. Now guess what?! That dirty, scummy tweeter (that I didn't even show my wife, because I was embarrassed at what she would say about my purchase and what she thought Polk audio thinks of its costumers) is now DEAD TOO! The bastard only lived for two weeks of light use.
Customer service is very important to me I don't care to spend more money if I know I'll be taken care of. I don't know what Polk Audio's cost is on a tweeter. Or the reasons why they just didn’t send a new (and clean) tweeter back to me. I had a wise man tell me once "you can't take back a first impression" and damn he was right. Now thanks to Polk audio, I’m going to have to take the time and money to re-send this tweeter back (and hope I don’t receive his dirty cousin). You know Polk, if it’s money that’s more important to you. You could’ve told me and given me the option of sending you a few bucks to receive a new tweeter. I would have preferred that instead of having to go through this whole damn process two weeks later. I think you have a fine product, but this has made me skeptical of purchasing any other Polk audio branded items.
Well I got all my parts in and my R300 is working as it should. I have to give thanks to Polk Audio specifically Ken Swauger who made sure I got the correct parts in and delivered everything express mail. When I initially started this thread I was disappointed, but after further dealing with Polk Audio's costumer service I have nothing but good things to say about them. It was a friendly, no hassles, and fast delivering experience that has made me a Polk believer. Knowing that I have 5 years of warranty is nothing short of reassuring, thanks Polk!