Polk Audio 4 Shots Headset - Getting Your Money Back

* Email sent from me to Polk using the website
customer support e-mail page

“Hi, my name is [REMOVED] and I'm a purchaser of the 4 Shots for the Xbox One. I want to start off with saying that the sound that comes out of these headsets is great for the price; however the microphone themselves, the one that is built in, is subpar
and not worthy of the Polk audio name from my experience of your products. I understand a while back, when I had a chance to still return them we were told both publically and by e-mail that Polk audio were working with Microsoft to solve the issue and we
would be issues a TEMPORARY replacement boom microphone, which I received. It works, although the cord itself, due to the flat wire design is an endless untangling mess that gets caught on everything – there is endless feedback whenever I talk or someone talks.
However I, as the customer am feeling like all responsibility has been put on the customer and we have been pushed aside as I talked to a Polk audio representative, twice about a return and was told it was not possible. When I was told I would get a call back
from a manager, two weeks later here I am and no phone call and a promise that has been pushed off to Microsoft. While Microsoft is known for not following through (ADDED: sorry Microsoft, it’s true, still love you better than Apple) and Polk usually does,
and their promise for updates to fix this issue has not been addressed I didn’t buy the headset from Microsoft, I bought it from Polk audio. The microphone does not work the way it was intended for the device it was intended for and I would like to return
my product due to false advertisement. If you could please contact me I would much appreciate your support. Thank you for taking your time to read this.”



* Email received from [Mod Removed]

* Email reply from me at [Mod Removed]

“It was stated that the stow away microphone would work with the Xbox One; that IS in fact false advertisement. Last couple times I talked to a representative it was stated that the issue was left up to Microsoft and a TEMPORARY boom microphone would be
issued. It has been months since its release and still nothing but false promises for a fix when it should of worked since the beginning if it was tested properly. As a customer who has bought Polk audio equipment in the past, I’m extremely disappointed in
this product and the way Polk decided to take the blame game as an escape goat. I want a refund on a product that does not work as intended as I'm completely dissatisfied with the product... if you can’t provide me what in requesting then I want to talk to
someone in Management about this.”

* Email received from [Mod Removed]

“As previously stated, the problem is a firmware/software issue that affects the Microsoft made puck adapters. This issue is mentioned on many different sites, and it causes different problems with all other headsets that require it. as a temporary
fix until the Update from Microsoft for their product was released, we were sending out this alternate mic FOR FREE. The puck adapter itself has been flawed, and that is why no headsets were available until March of this year from any company, as opposed to
the original launch date release expected. All headsets, especially ours, since it was designed with Microsoft, were designed to work flawlessly with the original puck concept, but the puck was altered, and was not available to anyone until the release date
of the headphones.”



* Email reply from me at [Mod Removed]

“So again, a promise that the headset would with the Xbox One and it does not. Like I said if I can’t get a refund through you I want to talk with your manager. If I can’t get through to him I want to talk to his manager, so on and so forth. If I do not
get in touch with someone I will proceed in any way possible to get what was promised, a working headset without some forced solution/empty promise or until I get a refund. TRANSFER ME TO YOUR MANAGER...”



* Email reply from me at [Mod Removed]

“Has my request to talk to your manager been forwarded?”



* Email received from [Mod Removed]

“Yes it has been forwarded to my manager.”



* Email reply from me at [Mod Removed]

“When should I be expecting an e-mail in reference to this issue? Had issues with the last representative providing false hope for a phone call at a number that I left. I don't want to rush things by calling constantly so I would like to know in the case
I have to contact you back after the allotted timeline for an e-mail from your manager.”



* Email reply from me at [Mod Removed]

“[Mod Removed],

I have not heard anything in reference to our conversation yesterday, more specifically the timeline of when I should be receiving an e-mail from your manager. I would appreciate it if we could communicate this issue more effectively.

Thank You,

Polk Audio Customer”



* Email received from [Mod Removed]

“All I can tell you is that I sent the e-mails to him. I do not know when he will be able to respond.”



* Email reply from me at [Mod Removed]

“[Mod Removed],

So typically speaking when a customer needs to talk to a manager do they always get the run around first. Two promised phone calls from representatives over the past two weeks about this situation and no contact from a manager. I'm sorry if I don't believe
it but given the last two weeks I'm calling [PROFANITY]. Send me his company e-mail address so I can ensure that I'm talking to him and not given false promises much like the 4 Shots. The whole reason I'm not talking over the phone is because it's near impossible
to get anyone to agree to recording conversations, typically get hung up on so with this said I'm keeping records of all conversations between individuals. If you can't get me his direct contact information and or a promise/timeline on when he/she can reach
me then I would like your direct number. When I call it will be recorded.”

* Email received from [Mod Removed]

“We would not agree to you recording the phone conversation. His direct e-mail is [Mod Removed] as you can read in the earlier e-mails I did offer the replacement parts to help with your current issue, and that is the extent of what we can do. at this
point we would not be able to give you a refund though [ADDED: he really used though at the end of this conversation…]



* Email reply from me at [Mod Removed]

“See that is where you are wrong. The replacement parts are a temporary solution until it was fixed by Polk and Microsoft. Neither of you have come up with a solution to fix the issue to use the original microphone nor is there a plan implemented to fix
this issue or a projected date. False advertisement is a reason for a refund...”



* Email chain forwarded to all partied involved by me [Mod Removed]

“[Mod Removed],

I am contacting you in reference to the 4 Shot headset which does not work as it was intended. Although a temporary solution has been issued to customers, there has been no update on the release for an update to fix this issue. Since its launch it has not worked
for the Xbox One as intended and we as the customers have been provided false promises by both Polk audio and Microsoft in regards to this issue. If the device was truly tested then it should have worked as intended from the start. If it's due to Microsoft's
schematic change, which shouldn't create issue, then you (Polk) need to make a better effort to work with Microsoft to solve this issue rather than using them as an escape goat because of their horrible business practices [ADDED: Sorry again Microsoft…]. While
I do appreciate the temporary work around, Polk and Microsoft have not come up with a plan/timeline on when this issue would be fixed. With this said I am requesting a refund for my product which I will ship to your company once we figure out a solution for
this problem. The reasons I'm requesting a refund is we were promised that the low profile microphone would work with the Xbox One, which it does not. The temporary solution you have issued gets tangled in everything because of the flat wire design. The headphones
noise inside causes feedback to the issued microphone because of the horrible job done on keeping noise from escaping and because of this I have to turn down my volume to only 5 volume clicks out of 15. I CAN NOT enjoy my experience with this headphones and
AM NOT satisfied with my experience. As a Polk audio customer in the past I have purchased products and have been a loyal customer until now due to the way Polk has decided to handle the situation after the fact of issuing the temporary solution. I have purchased
just under $10,000 worth of home audio equipment which I
LOVE and have not had issues with in the past 4 years. With this said coming from Polk it's disgraceful that you would release a product as such.”



* Email received from [Mod Removed]

“I am out of the office and do not have access to email.

For assistance please email [Mod Removed], at [Mod Removed]





* Email received from [Mod Removed] which was forwarded to [Mod Removed]

“I am not wrong at all. I did in fact offer the parts. We do not develop software, nor did we have any part in making the puck adapter. That is where the flaw is, and that is something that will need to be fixed by MICROSOFT alone. Since we have no
control over that, we offered the solution of the mic. In no way shape or form is there any false advertising from us for our product. Again the headphones themselves, being the product that we manufacture is not defective.”



* Email received from [Mod Removed] which was forwarded to [Mod Removed]

“I am not wrong at all. I did in fact offer the parts. We do not develop software, nor did we have any part in making the puck adapter. That is where the flaw is, and that is something that will need to be fixed by MICROSOFT alone. Since we have no control
over that, we offered the solution of the mic. In no way shape or form is there any false advertising from us for our product. Again the headphones themselves, being the product that we manufacture is not defective.”



* Microsoft Reference ID #: [Mod Removed]



I’ve decided to call Microsoft in regards to this issue since it seems to be their fault, so this is how it played out. Even if it was Microsoft’s issue I bought the headset from Polk audio and they stated information that was incorrect. Discussed the
4 Shot headset sold by Polk and the partnership between Microsoft and the development for this piece of hardware. During our discussion I asked if there is a known issue with the headsets, more specifically the 4 Shot headsets while connecting it to the Xbox
One controller. She denied that the headset issue is due to a Microsoft Xbox One update issue; all while a Polk representative stated multiple times that the headset wasn’t the issue it was in fact an Xbox One “puck adapter” issue.



* Microsoft Reference ID #: [Mod Removed]

Contacted Microsoft’s Xbox One technical support after the last call for redundancy purposes and after asking the same questions I was transferred from technical support to someone more qualified to answer the questions. The ending conversation was the same
as the Microsoft Reference ID #: [Mod Removed] and ultimately ended by a Polk e-mail in reference to my refund.



* Email received from [Mod Removed]

“Good afternoon Michael, this is Ken from Polk Audio. I’m sorry Kim never got back to you about this problem. I’m the acting customer service manager while Kim is away on vacation. This is the first I heard about your problem, I never got any of the emails
before. Now we can certainly refund you, that shouldn’t be a problem, we can send a UPS label so you don’t have to pay for anything. First thing is first can I have the receipt from where you purchased it. Also I would need your name, address, and telephone
number. We can certainly get this rectified for you since you are unhappy with the performance of the mic.”



* Email reply from me at [Mod Removed]

“I want to let you know before I send this off I did buy the product from Gamestop on March 08, 2014 which would bring it past the date of return to Gamestop. I didn't return the product right away because as a previous Polk audio customer as explained in
the chain e-mail I felt that this issue would be resolved. With this said, is this going to be an issue with the return as long as I have the original box and the receipt? Also what items are you requiring that I send out in this package if the above isn't
a problem? An how long should I expect for a refund?”



* Email received from [Mod Removed]

“We will need everything that originally came in the box as well as the chat pro mic. It will not be a problem to refund it even though it was not bought from us. This is not something we normally do but we are making an exception in this case. It usually
takes 2 weeks after we get it to have your money back to you.”



* Email reply from me at [Mod Removed]

“[Mod Removed],

I just want to ensure I'm sending everything. I will be sending a copy of the original receipt, the box the equipment came in, the 4 shot headset, the puck adapter that came with the headset, the pro inline microphone sent out as a temporary replacement, the
orgional microphone jack cord and the microphone jack cord with the inline microphone for cellphones. My information is as follows:

[REMOVED]

[REMOVED]

[REMOVED]

If there is anything else that you need please let me know. I really appreciate your help and for keeping the Polk audio name in good”

:)

 

Polk 4 Shot now available for preorder in UK at Amazon. £139

www.amazon.co.uk/.../ref=sr_1_3

 

Xbox one wireless headset ?

Polk Audio 4 Shot Feb 14th

 

Will update everyone on the true outcome of requesting the refund. I find it important that people get what they pay for. When you're promised a product that does not perform as intended I feel as if we're all being taken advantage of. Some of us feel as
if we have no say in the matter, others do not know how to go about issues like this, so I've provided an example of how I did it. Don't get me wrong Polk audio is an excellent company and I've never had problems until today; do not let this deter you from
buying products from them in the future as they usually have excellent customer service. This just happens to be one result of a bad business decision.