ComplaintsforPolk Audio
Audio Visual Equipment Wholesale
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Complaint Details
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Initial Complaint
12/09/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I purchased a Signa S2 speaker system by Polk audio from Amazon.com. I found out after having it for several months that it shuts off after about 15 minutes if you pause a show. I like to bake, and get up frequently to go check on things, and every time I come back, I have to find the Polk audio remote turn the speakers back on. This would be a simple fix of firmware, and would cost practically nothing. What they say is they do this because it makes it energy star compliant, which means they get a tax credit, or money in their pockets in other words, to inconvenience everybody that buys the speaker system. I understand setting it up so that you have the option of having it shut off, but at least there should be some option of how long an interval before it shuts off, and whether or not you want it to shut off at all. No mechanical changes or any other changes would be necessary except to update the firmware. They refuse to do this.Initial Complaint
12/06/2021
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I am requesting the BBB assist me I'm resolving a customer service issues with **********************. Play-fi Update Issue [Incident: 210903-000593]In September I worked with one of their technicians to resolve a product update to fix two polk Omni S6 wireless speakers. An Android application update caused numerous Omni S6 to require fixes from customer service. For the first of two speakers I was provided with the wrong firmware by a Polk audio customer service technician, this effectively broke my speaker, the second speakerwas fixed by using the correct firmware update. I was then informed to send in the speaker to Polk audio directly. They provided a shipping label which I utilized to send the speaker back in September. At this time I have contacted Polk audio numerous times seeking an update to the status of my speaker with no information provided. Please use the reference number to investigate. I would be more than happy if they replaced my speaker with another equivalent model.Initial Complaint
11/12/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchase the Magnifi maxsr sound system last December. My rear speakers would not work.call afew times the tech went over all things to check after keeping me on hold for over an hour each time.they would not let me send the unit back for one that works.now the phone number is disconnected. All I want is a working unit or money back.Initial Complaint
11/03/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I ordered one of their products, MagniFI MAXSR and after it arrived late, the quality of the speaker was also terrible, the subwoofer snd rear speakers popped incessantly, and after trying all the trouble shooting tips from Polk the issue was not resolved and I asked for a refund. My request was denied and they sent a replacement with the same issues, after trying again the recommended troubleshooting steps it still did not work, so they sent another faulty product after denying my request for a refund. Since the receipt of the last replacement they have stopped messaging me altogether.Initial Complaint
10/11/2021
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I ordered a pair of speakers from Polk Audio at 1:37 AM on Wednesday, October 7th, 2021. Order# *****. I paid $30 for overnight shipping. Polk Audio shipped the speakers on Thursday, October 8th, 2021. Tracking information stated that I would receive speakers on Friday, October 9th, 2021. ***** did not deliver until Monday, October 11th. Therefore, I did not receive my speaker overnight. I contacted Polk Audio and requested a billing adjustment/refund of the $30 overnight shipping charge and they refused.Initial Complaint
10/08/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I recently purchased two pairs of auto speakers, db462 which were a perfect fit and db692 for my 81 Corvette which is what I was told would fit according to the fit guide.I have been trying to reach a polk manager or tech support agent in the states for the past 4 days in reference to this order and fitment and every time I call the call gets forwarded to your customer service call center in the Phillippeans which by the way they are deplorable. I have a reference number but yet I have to repeat myself to them multiple times, then they say they can't transfer to a manager or tech support in the states and would put me on hold for at least 10 minutes while they say they are messaging someone when there probably just letting the time count on the call to get paid. After you wait they come back on and say the person is busy and will call me back which has not happened. Yesterday it was to be somebody named **** and as I am typing this he told me *** would call back. This is patheticInitial Complaint
10/05/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I purchased a pair of Atrium 6 Polk speakers july of 2020. The speakers were under a 5 year warranty. I only use the speakers during the summer and then I pack them **. ** June, the speaker began to crackle. I have made the warranty claim and I am told that the driver needs replaced ans its currently out of stock. We are now going on 4 months, they have no ETA. Summer is over and I wasnt able to use the speakers. I find it ridiculous that I have to continue to wait for a part for a defect that occurred in the first year of ownership.Initial Complaint
10/04/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I had purchased 5 Polk Omni S6 wireless speakers from Polk Audio 2-3 years ago and have had non-stop problems with them. They are suppose to be under warranty and after they just did an update on them they now no longer work at all and are useless. They were quite expensive at over $200 each x 5. Due to the company doing a faulty update myself and other people are having problems and cannot connect to the wifi with the speakers which make them useless. I would like either help getting this repaired, a refund or a replacement.Initial Complaint
09/23/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I contacted Polk because my Subwoofer stopped working . They had me send in serial and model number.They have only said they will send a new plate amp and plate but cannot tell me about how long . It just was 2 months waiting and I thought by know I would have it to get this done. Again there last email says that when they get one I will be shipped one. Well thats great but when will that be?Initial Complaint
09/20/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I own 7 Polk Omni S6 speakers, purchased over the course of two years. They've worked without issue for that entire time, until a recent software update (from Polk specifically) caused 5 of these speakers to end ** in a constant power-cycling state, where the device cannot be recovered and they have been rendered useless. Manual firmware updates are non-functional, and I have no method to roll back the software as the devices do not stay on long enough to connect to a WiFi signal.Two devices, which weren't updated via the Polk Omni Utility, but instead through the *** Play-Fi app, are fully functional still.It is clear to me that this software update was the root cause of the problem, and has rendered these devices unusable. Given that this impacted all 5 speakers that were updated via Polk's Utility, it seems that this is more than just a "bug" in the software, as it occurred in 100% of the speakers that received the software update. It seems deliberate.
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Customer Complaints Summary
21 total complaints in the last 3 years.
3 complaints closed in the last 12 months.