• Report: #1123738

Complaint Review: Polk Audio

  • Submitted: Sat, February 15, 2014
  • Updated: Sat, February 15, 2014

  • Reported By: sluggo99 — Columbus Texas
Polk Audio
Baltimore, Maryland USA

Polk Audio Doesn't Stand Behind Their Products!! Baltimore Maryland

*Consumer Comment: First, as I previously stated, I DON'T work for Polk, and

*Consumer Comment: What did the WRITTEN warranty that came with the "new in the box"speakers say about warranty terms?

*Author of original report: Yes, They're Unscrupulous

*Consumer Comment: How is Polk Audio an "unscrupulous company?"

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I purchased a pair of NIB Polk Audio MM651 speakers on Amazon in September 2013 ($134) and installed them in a HD Street Glide motorcycle. The sound quality was good and I was satisfied with the performance of the speakers until they quit working two months later. I contacted Polk Audio customer service to see what the procedure was for replacement, and after sending them my proof of purchase information was informed that the Amazon vendor I purchased them from was not an authorized Polk Audio dealer and therefore they would not honor the warranty. They suggested I contact the vendor (HASSLE-FREE). I then spend a great deal of time dealing with Amazon and HASSLE-FREE, both of which would take no responsibility for the defective product. According to HASSLE-FREE, Polk Audio by law cannot not honor the warranty for NIB product because it wasn't purchased from an authorized dealer.

I am therefore filing this complaint in the hope that others will not find themselves in a similar situation. Based on this experience, I offer the following advice:

1) Avoid Polk Audio MM651 speakers. They are prone to failure, and Polk Audio will not stand behind their product if they can find a reason to claim the warranty isn't valid.

2) Beware of who you're purchasing from. Do not assume when buying NIB items on Amazon that you are covered under the manufacturer's warranty. Unscrupulous companies (such as Polk Audio) may claim no responsibility for product failures even though you've purchased brand new in the box merchandise.


This report was posted on Ripoff Report on 02/15/2014 06:10 AM and is a permanent record located here: http://www.ripoffreport.com/r/Polk-Audio/Baltimore-Maryland-21215/Polk-Audio-Doesnt-Stand-Behind-Their-Products-Baltimore-Maryland-1123738. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

First, as I previously stated, I DON'T work for Polk, and

AUTHOR: Ken - ()

thus, obviously am not the Polk rep you talked to.

Here is the exact term of the warranty...

1 YEAR WARRANTY

Polk Audio, Inc. warrants the original purchaser only that this Polk Audio MM Product (the Product) will be free from defectsin materials and workmanship for a period of (1) one year from the date of original retail purchase from a Polk Audio Authorized Dealer. However, this warranty will automatically terminate prior to the expiration of the (1) one year period if the original retail purchaser sells or otherwise transfers the Product to any other party. The original retail purchaser shall herein after be referred to as “you.” To allow Polk Audio to offer the best possible warranty service, please fill out the Product Registration Card(s) and send them to the Factory at the address provided in the Registration Card within (10) ten days of the date of purchase.

This appears in your owners manual.  Pretty specific isn't it?

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#2 Consumer Comment

What did the WRITTEN warranty that came with the "new in the box"speakers say about warranty terms?

AUTHOR: Ken - ()

Did THEY violate the terms of their WRITTEN warranty?   You don't have to like it, THEY get to set the terms of the warranty.

My VERY expensive McIntosh audio equipment is required to be purchased through an authorized retatiller to get the full warranty from them. 

If they violated the terms of the WRITTEN warranty, report the specifics to the FTC. You can file the report online.

 

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#3 Author of original report

Yes, They're Unscrupulous

AUTHOR: sluggo99 - ()

I paid $130 for (BRAND NEW IN THE BOX) Polk Audio speakers that quit working after two months. I contacted Polk Audio about the problem with the expectation I would be required to return the speakers for evaluation at my expense -and would have been happy to do so. Instead, I was immediately told the speakers were not covered under the manufacturer's warranty because they were not purchased from an authorized Polk Audio dealer (by Alex Lemaire in customer service who I suspect wrote the rebuttal). So Ken, to answer your question, I’m saying Polk Audio is unscrupulous because they didn’t even bother to determine if the problem is on their end or not. They instead chose to make the excuse that because I bought their (brand new unused in the original box) merchandise from the wrong person they aren’t responsible. originally sold my speakers to an “authorized dealer”, who then resold it to another vendor (HASSLE-FREE), who sells new merchandise through Amazon. I then bought them on Amazon and they worked fine for two months then failed. They were brand new –why does the purchase chain have anything to do with the warranty?

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#4 Consumer Comment

How is Polk Audio an "unscrupulous company?"

AUTHOR: Ken - ()

Many manufacturers have this requirement.  It would appear the speakers were not defective when you got them.

Two months later they became "defective".  Most speakers become defective by being improperly used and will usually take awhile to fail due to cumulative damage.

Running them VERY loud and with bass boost will cause the voice coils to overheat and eventually the insulation will bubble and they will stick in the magnetic cap they are in and fail to move or move with a scratchy, distorted sound.

It's a VERY easy thing to verify by pushing gently and evenly against the woofer cone.  If the cone moves freely all is likely well.  If it won't move or moves, but makes a scratching noise and "hangs up", it's been "fried"

Even though these are rated at 100w RMS and your amplifier may even be under that power, overdriving your amplifier by playing it too loud will cause it to produce other than just music and put severe stress (overheating) on the speakers. You can probably google causes of speaker failure to get more complete information, but the above is the short of it.

I was an audio technician for many years and the damage is unmistakeable. I have found Polk to be a good company with honest products. 

No, I didn't/don't work for them, but am VERY familiar with speakers and their failure causes.

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