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:04/11/2025

  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.

  Pioneer DJ is not providing technical support for their products and services. I created support ticket # ****** (inability of computer and cellphone to sync data between themselves) and after two weeks of no response I emailed and told them I would file a complaint against them if they did not respond. Only then did they respond. I responded back and alerted them to several still-unresolved issues but it has been an additional two weeks and again they have not responded. This company is clearly and consistently not providing the technical support they advertise to the public. This may seem a relatively insignificant complaint, but if companies advertise customer support but then do not provide it then they have lured customers into purchasing from them based on a false promise. If they can not provide customer support then they should not be allowed to say they can. If they can provide it then they must be held to some reasonable standard of timely delivery. This is true for ANY significant complaint they receive, no matter how small or large they deem it to be. This is about giving customers what they advertised they would give. Here is a quote from the confirmation email Pioneer DJ sent me when I initially filed my request:"We tend to reply to requests within a few hours, however, at peak times this could take up to 2 business days."I do not hold them to any specific or unreasonable reply standard, but twice now I have been waiting for two weeks or longer and I am currently still waiting.

• Initial Complaint

  Date:03/25/2025

  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.

  Dear Sweetwater LLP,Your Attorneys **** *********** , ****** **** and **** ******** have been not able to provide accurate Photography Prints which were requested for ********* Copies (Staph).Native Instrument Case ID: ************ must agree to stop marketing since you did not perform the duties you were contracted for , which includes ************ being prohibited from contacting me again. AlphaTheta Corporation And ******* ****** are extremely dangerous at this point now making comments about me such as LGBTQ Slurs , HIPAA Infringement and Extraction of Personal Emails all because I asked for a refund. Please stop sending me emails , I have unsubscribed before. Service Request BFP0274037 EEOC (Inquiry) Number: ************ on CASE NO: ******** Document(s) ID: NUGILD ***. ********* TTY Support for American Disability Act CTP Program Directions *******************************************

  Business Response

  Date: 03/31/2025

  It would appear this complaint is related to another company named ****************  An internal scan was conducted, and there is no record of this person's name or email in our system, so they have not been sent any communications from us.  There doesn't seem to be any actionable items referenced that relates to AlphaTheta ******************** and we consider this matter closed.

• Initial Complaint

  Date:03/12/2025

  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.

  To Whom It May Concern,I am writing to file a complaint regarding my ongoing issues with Pioneer DJ. I am currently locked out of my decks because I purchased the wrong subscription, and I am unable to change my subscription due to persistent issues with your website. The support phone number listed on your website has been of no assistance in resolving this matter.I have submitted two inquiries regarding this issue and have yet to receive any response. I urgently require that my license be changed to the Core plan, which includes the functionality I need. The email address associated with my account is [email protected] expect a prompt resolution to this problem.

  Business Response

  Date: 03/25/2025

  It would appear this complaint is obsolete, as the customer was credited a full annual creative plan at a value far exceeding the claimed amount through our service team earlier this month.  We consider this complaint closed.

• Initial Complaint

  Date:11/06/2024

  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.

  I purchased a lifetime license for Serato Dj software less than a decade ago. They have recently updated the software and removed lifetime licenses in exchange for a subscription based pay model or a more expensive lifetime license. This blocks me from having full access to the software unless I purchase a new lifetime license or pay monthly for subscription. I don't see how someone can offer something advertised as "lifetime" only to remove it in a decade. This is false advertising or some sort of deceptive business practice.

• Initial Complaint

  Date:09/19/2024

  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 Pioneer DJ Opus Quad system on May 17, 2024. The unit was used sparingly for less than two months and the main screen started to fail. On June 28 I contacted Pioneer DJ about the issue and they asked me to take the unit for repair to the local repair facility. ******************* Services, ****************************** Office ************ Claim number ******** was ************** facility reported the repair will take 4-6 weeks.This is surprising being that the unit was brand new and no replacement was immediately provided.Anyway, I decided to wait. 8 weeks passed and still the unit is not repaired. 3 months have now elapsed and no closer to a resolution.The repair facility reported that Pioneer DJ is still not providing the replacement parts and that I should call back in October.I would like to get a replacement system to be able to use it and work.

  Business Response

  Date: 09/20/2024

  We apologize for the delay on servicing the OPUS QUAD. The ************************* has indicated to us that they are currently waiting on the required parts for the repair to be completed. Unfortunately, there is a backlog on the necessary parts, however, we are working closely with the factory to expedite the components required.  Lastly, we regret the inconvenience, however, a replacement unit cannot be provided as that is not compliant with our warranty policy.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22303563
  
  I am rejecting this response because:

  Vendor produced a defective unit to have issues with less than 3 hours of use. A brand new unit should not be defective and should not be repaired. A proper working unit should be supplied. If I had used this units for months and hundreds of hours I would understand, but unfortunately Pioneer DJ is producing defective units to make sells and then expect customers to bring in for repairs. I was s told by the repair facility that they get this Opus Quad issue all the time. Since that is the case, 8 want pioneer DJ to provide a usable working unit.

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

  Business Response

  Date: 10/07/2024

  Hello Pablo 
  I hope you are doing well.
  
  Were sorry to hear that your OPUS QUAD experienced a failure so early after your initial purchase.
  We have determined that we can work with the authorized service center to arrange a replacement unit to be sent to you instead of a repair.
  
  If you agree, we would kindly ask that you remove your pending complaint with the BBB.
  After you have done so, please reach out to me directly and we will arrange the exchange right away.
  
  Here is my email information:
  ******************************************************************************
  
  Best Regards,
  ******* *****
  Sr. Manager,Service Operations

  Business Response

  Date: 10/09/2024

  Hello Pablo 
  I hope you are doing well.
  
  Were sorry to hear that your OPUS QUAD experienced a failure so early after your initial purchase.
  We have determined that we can work with the authorized service center to arrange a replacement unit to be sent to you instead of a repair.
  
  If you agree, we would kindly ask that you remove your pending complaint with the BBB.
  After you have done so, please reach out to me directly and we will arrange the exchange right away.
  
  Here is my email information:
  ******************************************************************************
  
  Best Regards,
  ******* *****
  Sr. Manager, Service Operations

• Initial Complaint

  Date:06/17/2024

  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.

  Company is refusing to speak to me on phone for technical support.Having technical/hardware issue with CDJ 3000 and DJ A9 mixer that is under warranty.Was told I would be called by technical support when I first contacted them. Now, the company will only respond by email and is unable to understand my issue and timely address it.I am requesting a call back from a technical support representative to work with me in troubleshooting my issues.

• Initial Complaint

  Date:04/19/2024

  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.

  Pioneer is not shipping their products out to businesses in order for them to fill their store ordersI ordered the pioneer DJS 1000 from ************* on 12/28/23 and pioneer still has not shipped out the item to ************* in order for them to fill their in store ordersits been close to 4 months and I am still waiting for my item to be shipped

  Business Response

  Date: 04/30/2024

  We're very sorry to hear of the delayed order from one of our dealers to the end user.  Unfortunately, the dispute appears to be with the seller.  The product in question is allocated and on backorder status.  We recommend contacting the seller to resolve the issue.

• Initial Complaint

  Date:01/18/2024

  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.

  I bought a pair of PLX **** turntables and an S9 mixer when they were released after a good amount of use they needed a repair (mixer needed a board replacement and turntables needed the pitch replaced there was a problem holding bpms past a certain point it would sway 5 8 bpms on everything) I contacted pioneer DJ at the time to get the repairs done and they referred me to one of there authorized repair places I have a work repair order from the repair company dated Jan of 23 after waiting a while since there was a part issue, I received my equipment back 12/26/23 the mixer was repaired but the turntables were not ( they didnt replace the internals for the pitch they thru a plastic cap on the pitch control and sent it back ) this was almost half of the ******* repair bill I contacted alpha theta / pioneer about the prob on 12/31/23 they submit a ticket and say 24 to 72 hours to wait fl for response I have called everyday since the initial 72 hours to submit another ticket thats expedited and explained what has been going on countless times talked to supervisors and I dont get a response from the company on how to resolve or go about this issue .. I need my repair that I payed for also dont think this company should be a representative or a repair place they seemed like it was a hassle the whole experience with them

• Initial Complaint

  Date:01/09/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Transaction date: 18 APR 2023 through Amazon.com Seeking $210.94 ($199 plus 6.0% ************ sales tax) and a working pair of speakers For support, I've attached PDFs of all emails between myself and the company identifying a problem their team was not aware of, demonstrating a lot of good stewardship on my part to test and provide feedback on the ways I had tested/shown their product doesn't work with my laptop, as well as requesting a refund. I have been told they will not refund me, nor have the offered anything that works in replacement.There were week to multi-week gaps in time between their company's responses, as well as their refusal to refund/make things right when ultimately their product doesn't work with my laptop computer, though their speakers are touted as easy to use (and contain no ability to troubleshoot onboard). In my experience, many companies even compensate the folks who find bugs and work to report/troubleshoot alongside the company with the faulty product. In this case, I don't have working speakers seven and a half months later, and the company refuses to refund my money.I'm beyond frustrated that I don't have a resolution to this, nor the courtesy to at least refund the money spent (and beyond warranty/return window, clearly) on something that doesn't work through no fault of mine.

  Business Response

  Date: 01/31/2024

  Hello, thank you for reaching out.
  Your case was discussed with the **************** and Corporate Engineering teams.
  
  It has been determined that our product is operating as designed.
  
  It has also been confirmed that our speakers pair/produce audio successfully with all other tested devices (including devices of your own).
  Additionally,your Surface PRO seems to pair/produce audio with all other devices as well.
  
  However,it appears that our speakers will not pair/produce audio successfully with your new Surface PRO (vice versa). Unfortunately, this is a case where the two products are performing as designed but cannot successfully pair/produce audio with one another.
  
  Our product was manufactured and offered to market prior to your Surface PRO.Our intent is to design our products to be as compatible as possible, but we cannot guarantee all future products will pair successfully.
  
  At this time, we would recommend requesting a refund from the dealer if possible.
  We have closed your case.
  
  Best Regards
  AlphaTheta Customer Support

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21095301
  
  I am rejecting this response because: The return window for the product was eligible for return for 30 days following the purchase.  Pioneer's team engaged in attempted troubleshooting of the product, which I complied with and helped with, sending detailed videos of attempts to operate their device per their specifications.  Due to their team taking many days, and in some cases, many weeks to respond between replies, it was impossible to return their product given their timeline of responses and testing requests.  I have already tried unsuccessfully to return the item and am seeking reimbursement from Pioneer, who is unable to make this product work with a well-known and common machine.  I would like to have a set of working speakers, and they have been unable to provide that, and unable to provide timely support or a satisfactory resolution.

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

• Initial Complaint

  Date:08/25/2023

  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.

  My unit is still under warranty, I need it for work, and it is malfunctioning. I tried to reach Pioneer Warranty support and I keep getting AI responses, with the same information, to contact an authorized service center in my region. The issue is there are only 2 authorized service centers in all of **************, and when you contact them, they tell you it is 3 months + for all warranty repairs. At this rate I would need to purchase a new unit from the same company with that extra long timeframe.

  Business Response

  Date: 08/29/2023

  We regret that the product had an unexpected issue and did not function as intended. In the consumer's communication with our customer service agent, it was noted this would be repaired within the manufacturer warranty and was directed to one of our 3rd-party authorized service providers. We're sorry to hear that the service providers in his area were experiencing a higher than usual backlog of repairs and provided an estimate of three months to service the product.
  
  Unfortunately our warranty policy does not provide for a replacement, loaner, or compensation for loss of use during a repair, and we hope his product servicing can be completed sooner than the quoted estimate so he's able to return to DJing as quickly as possible.

  Our customer service agent will be reaching out to assist in navigating the repair process.