ComplaintsforTrace
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/25/2024
- Complaint Type:
- Order Issues
- Status:
- Unanswered
I ordered a trace. Shipment arrived while I was going through set up. The equipment would not turn on. I reach out to customer service. After going back and forth and doing every step customer service said to do. They send me a ticket to return Trace for a replacement. I now received the replacement Trace. This one does turn on. The issue with this one is that it won't charge or pick up the internet when the ethernet wire is hook up. This is the worst money spent. Not happy at all. I would not recommend this company to anyone.Initial Complaint
04/16/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a AI camera system for sports from Trace. I have been trying to set up the camera and it keeps asking for me to connect to a trace box after I connect my camera with a scanning of it or a code. I have been in contact with Trace several times and they tell me to use code 1111 to bypass. Which is not fixing the issue. They can't seem to figure out why I can not connect it and I want to send it back as they can not figure this out. They are saying there is a restocking charge of 200 but yet its a bait and switch as their equipment is faulty. I want my full money back this is unacceptable.Initial Complaint
09/20/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Trace (soccer) is falsely advertising a "zoom in" feature on their website. Once you purchase a subscription (the pro subscription that I purchased is $35 a month), you are allowed access to the editing software. When you access the editing software, there is no zoom feature present. I contacted support via email and was advised that they "removed" the feature. I asked why it was still being advertised, to which I was advised that Trace would "get to removing" the featured advertisement online. That does me no benefit, as I leased the camera and bought the subscription based on the ability to zoom in and edit film. I was then told that I could use a separate mode, called Hagard mode, to try and see a closer view of the plays. Ironically, that mode is in "beta" testing and does not work for more than 4 or 5 seconds. Due to Trace's false advertisement, I leased a camera and purchased a subscription for a service that was not even available. I am requesting a billing adjustment, either reducing my cost for my player focus pro subscription or a partial refund for the amount I paid to lease the camera.Business response
09/20/2023
Our zooming capabilities are be delivered through Front & Center. While this feature is still in beta and rolling out we make it very clear through this help article how the feature works:
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While this feature is available for every highlight we generate we providing them for more and more customers. We also have an experimental feature called Hagrid Mode that does provide some additional zoom on your player when watching a highlight where they were recognized by our AI.
All of this being said we'd be happy to work more with the customer to resolve their issues or offer them a full refund on their purchase.
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Contact Information
16561 Bolsa Chica St Ste 201
Huntington Beach, CA 92649-3575
Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.