Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/14/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I create/record/write/produce music. I have a good standing subscription to Roland's highest virtual instruments tier. The subscription licenses use of their virtual instruments. Roland discontinued licenses to Concerto instruments. These instruments were included in my initial subscription and my membership has never lapsed. I have used these sounds in several songs. Now, those songs are ruined because they have missing sounds since Roland no longer authorizes them. Roland says I'm out of luck. That's not acceptable.I use SEVERAL of their virtual instruments in my productions. If they continue this practice, I can lose more songs. They need to create a way for grandfathered owners to continue to use previously purchased discontinued products in their subscriptions. Otherwise at any time, Roland can ruin more and more productions. I use and own so many Roland flagship products! I really hate to file this complaint, but this isn't right and is A REAL CONCERN GOING FORWARD if they discontinue more sounds.

  Business Response

  Date: 01/19/2025

   

      We will be happy to help Mr. ******* and I will give him a direct email of one of our Cloud team to work with. He can contact ****** ******** at ********************************************************************************** for help. Additionally, here is the response from our Cloud team:  "When we discontinued Concerto, we provided 6 months of notice that it would no longer be available. Additionally, anyone who had it installed could continue to use it, it would only not be available to download the installer from our application (Roland Cloud Manager). Additionally, anyone who requests the installer and has a license for it from our support team is provided the installer. We have made every effort to(and continue to) minimize the impact to our customers."

  Customer Answer

  Date: 02/10/2025

  Complain ID ******** has been resolved with complete satisfaction.
  

• Initial Complaint

  Date:07/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  * Date of the transaction: Warranty claimed on Nov, 20th, 2023 * The amount of money you paid the business: $1,346.84 (Amazon order number #***-***7371-6975445)* Details: I am writing to request a full refund for my Roland FP-60x keyboard, which I first claimed under warranty on November 20, 2023, at the official Roland repair center ************************ ************************************).On March 11, 2024, I was informed by the repair center that my keyboard was fixed. However, upon testing it at the center, the same issue persisted. The repair center took additional time to address the problem and notified me on June 17, 2024, that the keyboard was supposedly repaired again. Unfortunately, when I visited the center on the same day, the issue remained unresolved.Technician ****** from the repair center informed me that he could not proceed with further repairs because Roland had not responded to his repeated requests for necessary parts. ****** stated that over 50 emails had been exchanged between him and Roland, but they did not provide any further assistance, leaving him frustrated. Consequently, I requested a replacement keyboard from the repair center, but they informed me that Roland declined the request.As a result, I have been unable to use my keyboard for approximately eight months, and it remains at the service center. Given the prolonged inconvenience and lack of resolution, I am now seeking a full refund for my Roland FP-60x keyboard.

• Initial Complaint

  Date:06/28/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Roland LX-17 digital piano in 2018 from ******* Music in ******, ********. The unit comes with a 10-year manufacturer warranty (with in-home service). In December of 2023 I contacted the dealer about the piano randomly playing notes very loudly and was directed to Roland's website to find an authorized service and repair center. I located the nearest dealer: Music Gear M.D., LLC in ********, ********, who upon description of the issue ordered new contacts for the keybed and scheduled an in-home repair.During the first repair attempt, the technician was careless and inter-changed screws during reassembly resulting in 3 screws protruding through outer finish of the key cover. The technician agreed to return and replace the damaged panel.During the second repair attempt, the technician was again careless and 1 s**** protruded through the outer finish of the replacement panel. In addition, he left several screws untightened and others loose in the piano internals (photos below). I had to retrieve those screws and locate from where they came as well as tighten the others that were left loose. I still have one s**** that I have no idea where it's from.I contacted Roland via their web-portal in late February (after the second repair attempt). I have been unable to get contact information to speak with anyone on the phone so the portal is my only communications mechanism. I've attached the transcript with Roland.My piano is still damaged from the service (needs a replacement key-cover panel). Furthermore, given the loose/missing screws, the unit needs to be re-certified in some way by a competent technician. I am unable to get further responses from Roland.Please help, I'm essentially powerless in this situation. They can just ignore the warranty and damage done during the authorized service.Thank you,-****

  Business Response

  Date: 06/28/2024

  We have contacted **** and are sending a new service center to complete the repair under full warranty. 

  Customer Answer

  Date: 07/12/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, ASSUMING THEY FOLLOW THROUGH WITH THE REPAIR. 
  

  So far I do not have a POC for the repair company or technician nor an estimated date, only a verbal indication that the damaged part would be ordered.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:04/16/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two Roland products that are defective. I filed an online request for RMA repair and they have not responded. I have an ongoing issue with the ***14D digital hi-hat and ***1 Trigger Pad that Roland is aware of. I paid approximately $1K for the ***14 product and it hasnt worked properly from the start. I paid over $100 for the ***1 trigger pad and its not working as well. I am very disappointed with Rolands lack of communication and support. I have been a Roland customer since the early 1990s. I need my equipment working properly. Can you please assist me with contacting Roland to resolve these issues? I will greatly appreciate your help.

  Business Response

  Date: 04/28/2024

  The unit was replaced under warranty on order **********. 4/16/2024

  Customer Answer

  Date: 05/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/15/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  customer service department does not take phone calls, nor respond to official contact forms on their website.

  Business Response

  Date: 04/25/2024

  Hello

   

  A replacement unit has been sent to the customer, free of charge.

• Initial Complaint

  Date:03/27/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Have a failed instrument cable, Roland brand, with a lifetime guarantee. I submitted an online request, and the service guy asked me to send a photo of the product packaging and the receipt for its purchase and they would make the replacement. I did that, and got no response. Since then i have emailed back to the guy about 4 times and have not gotten a response. I then filed a new request, and that has been ignored also.

• Initial Complaint

  Date:02/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  December 29, 2020 we purchased a Roland Digital HP702 piano for $2,630.00. It has a 10 year warranty on parts and labor. In November of 2023 the piano began showing a system error and we were not able to get the piano to access all the functions that were previously working. It won't connect to devices via bluetooth to access the functions. We called Roland and were unable to leave a voice mail for a return call about the issue. We tried calling a local Roland service person and he said he would have to get Roland to authorize the repairs. He did not get back with us after 2 weeks so we called him, he said he got the same message when he tried to call Roland. We then emailed Roland and were put in touch with a technician by email who had us do a system update on the piano. We did the update and reset and the problem persisted. We were then told to get ahold of a local service provider to come and repair the piano. We called the 2 local stores that are listed as Roland service providers. One said they did not work on them any longer. We called the other store on the list and the person who answered the phone said she would have her husband call us back, no one ever called. We emailed the person who told us to get the piano serviced and he told us he would find someone to work on the piano. That was January 16, 2024. On January 24, 2024 we emailed again because we have not received any information on someone to fix the piano. There has been no response and it is now January 31, 2024. Our desired outcome is that Roland will stand behind their warranty and have someone repair our piano.

  Business Response

  Date: 02/26/2024

  Thank you for contacting us on this issue.

  We are currently working with our service department to provide the best possible solution for this issue and apologize for the time this is taking. We hope to have a good solution available shortly.

  Customer Answer

  Date: 02/28/2024

   
  Complaint: 21229057
  
  I am rejecting this response because, although I am sure that Roland corporation is working to resolve the issue, their response is all that I have been hearing from the initial contact nearly two months ago.  Meanwhile, I am still without a fully functioning piano.
  
  Sincerely,
  
  *****************

  Business Response

  Date: 03/20/2024

    Our Service Manager is in direct contact with Mr. *** and is currently working on finding an in-home repair service technician.  Roland is honoring the warranty.  

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  Since Roland has made contact with me, they are going above and beyond expectations in order to honor the warranty.
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:02/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Roland piano accordion, FR4X, was delivered to Roland factory service center, certified by **** on 12/26/23. The address label had the required RA number (S14895760) on the label, and also inside the box, along with my name, address, email address, and phone number. To date, I've heard nothing about the requested repairs, nor about projected costs, as stipulated by Roland. I have been unable to reach anyone at the Bell location via email or telephone, nor has the Roland dealer (***********************, ********, **) been responded to. WHAT IS GOING ON???

  Business Response

  Date: 02/07/2024

  Thank you for contacting us on this matter.

  We have checked with our service department, and they have informed us that they did contact ****************** on January 19th with an estimate for the repair and he has now approved the estimate. Hopefully this will be completed soon and the instrument will then be returned to the customer.

• Initial Complaint

  Date:01/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Roland KC-990 in December of 2022. It started having severe issues in October 2023. I filed a support request and they directed me to a Roland service center. I called the center they had directed me to and informed them Roland had referred me for warranty service. When I arrived to drop the item off, they THEN told me that there was a month wait, but could go to the front of the line for a rush fee. Of course I'm not paying a rush fee, so I left it in their hands and then informed Roland that their authorized center that they had referred me to, that was in effect representing them, was trying to milk me for extra charges. They did not seem concerned in the least how this represented them. Then, after waiting the month, I was informed by the service center that it required a part and that the place they ordered from (they wouldn't tell me, but in my back and forth email with the service ***** they confirmed it was Roland US) had none and it was backordered. Since then, I have waited 2 more months without my VERY expensive Roland amplifier and every time I contact them (every few weeks), they just treat me like garbage and don't seem concerned that selling a piece of equipment with a warranty they can't fulfill in a reasonable amount of time is viewed as wrong by a long term customer. They have no way of being reached by phone. Only through their website, which takes usually a day or two at the least for a response. At this point I just want this fixed and returned so I can sell it as I had to purchase something else since they made me wait MONTHS for it. After years of being a total customer, I do not trust them anymore.

  Business Response

  Date: 01/30/2024

  Thank you for contacting us on this issue. Our service department has been in contact with the service center and is now working with the customer to issue a replacement amplifier in exchange for the one that is at the service center.

  Roland apologizes for the time frame for repairing this item, and also for the communication issues with the 3rd party service center. We strive to give industry leading service and also expect our contracted service centers to provide great service as well.

  Customer Answer

  Date: 02/17/2024

   
  Complaint: 21091445
  
  I am rejecting this response because:

  I WOULD accept their response if it was a good faith response but they have not yet contacted me or the service center. I have several times since their repsonse and the service center informs me they are simply still waiting for parts and have heard nothing from Roland. I have not received any calls to my knowledge from Roland and they have left no messages. Any attempt to contact Roland staff results in "this voice mailbox is full". Again, I would accept a replacement unit or my unit fully repaired within 2 weeks but they have not contacted me or the service center to date.

  
  Sincerely,
  
  *****************************

  Business Response

  Date: 02/22/2024

  Thank you, and our apologies for the delay in this. Our service manager has just confirmed that she spoke to ****************** today and that we will be replacing the ***990 amplifier for him. Hopefully this will be acceptable and resolve this issue.

• Initial Complaint

  Date:10/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On August 24, 2023, I purchased the 1st Roland FP-90X keyboard from the ************** The keyboard housing/case had a large gap in the left front and rear. Roland Support, ********************* said this wasn't normal and suggested that I return it for a replacement. I did, and the 2nd FP-90X I received on Sept. 19th had a gap in the left front and rear case/housing also. I contacted Roland again and submitted photo's and was told by Roland Support, ***************************, that the technician said that the gap on the left side of the Roland FP-90X was NOT AN UNCOMMON ISSUE. He said that the issue can be resolved by loosening the screws along the left side along the bottom, push the case toward the keys and retighten to get rid of the gap. I responded to ******, and informed him of the response from *********************, and noted that there seems to be a manufacturing problem. In addition, I asked ***************************, was he suggesting that I perform these corrections to a supposedly brand new keyboard that's under warranty, which would more than likely void my warranty? I said that I'd wasted time and money returning the 1st keyboard, only to be told by a different representative that this problem is common with this $2,199.99 keyboard! I sent *************************** a response on September 26th, No Response, on September 29th, No Response, and on October 3rd, I sent my final email expressing my disappointment with their blatant disdain for me as a customer. by completely ignoring my questions and requests for a reply. I stated that I will express my concerns with Roland's lack of customer service and support through ************ and/or the Better Business Bureau. Still, no response. If this is the type customer service consumers are to expect from Roland, we would be better off purchasing from ******* Kawai, Casio, Korg, and other competitors. I am completely shocked at the lack of customer service skills exemplified by ******************** associates via email at such a reputable company.

  Business Response

  Date: 10/18/2023

  Thank you for contacting us about this issue. Our service department has reached out to ****************** and has informed us that he is going to keep the piano after they have verified that the warrant is in full effect.