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:02/12/2025

  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.

  I recently went back to use my purchased version of amplitube 5 max from 1 year ago and for some reason it's not under "my products" and I never received a confirmation email and when i first filed a request ticket they kept telling me there is nothing purchased under my email so I then explained I understood and that I have the order number as ****** explains front page: Yes, if you provide your order number to IK Multimedia, they can look up your purchase history, confirm the purchase, and send you your serial code if requested, especially if you bought a digital download product where the serial number is automatically linked to your account. : So I did so after they sent me this :Hello ******,Thanks for your patience while we got back to you.This action requires further investigation! In your next email reply- please attach the required documents:A clear picture or screenshot image showing proof of purchase indicating the individual item(s) sold, the price sold, the name of the seller/sales dealer(s) and date of transaction i.e. sales receipt.An Order Number and/or a full copy of the sales receipt, if purchased from IK Multimedia.:So I attached the sales receipt from my bank statement as thy never sent me a confirmation email to verify WHAT was purchased just that I purchased something from them for $106 but they can look up the order number and see what was purchased Says ****** front page: once you purchase an IK product, you should be able to access your serial number through your account on their website or via the packaging that came with your product, and they are expected to provide it upon request And everything 4 Times now after they have replied I send them the credentials thy have asked for I have gotten NO REPLY I really don't want to have to file a lawsuit through small claims but if they can't accomplish a simple task as such in a timely manner then I'll have to result in such acts as I am very upset Worst customer service.

  Business Response

  Date: 02/27/2025

  Hello ******, 

  My name is **** ******, I am the Support Manager for IK Multimedia. Reviewing your complaint here, I see that we actually connected on February 12th to resolve this matter. The underlying issue was that you had multiple accounts and were accessing the wrong one. The last response we received from you is included below indicating the issue was resolved. If that is not the case, please let us know and we are happy to help resolve this matter. 

  Last reply received from our Support ticket:

  ---

  ****** Kinsey posted 2/12/25, 4:17 PM 
  Hmm well I'll have to go delete that then you're a life saver man I thought I was gonna have to go full *****
  Thank you

  ---

  Please let us know if any further assistance is needed here. If you are working happily with AmpliTube, we kindly ask that you assist in closing out this complaint. 

  If you have any questions or concerns, please let us know. 

  Thanks.

  **** Hudson 
  Service / Support Manager 
  IK Multimedia
  email: ****************************************************************************** 
  
  
  ******************************** 
  

   

• Initial Complaint

  Date:03/29/2024

  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 have never experienced customer service as horrible as I have from IK Multimedia in the 40 years I have been purchasing musical equipment! I spent almost $600 on a ***** pedal and additonal ************* upgrades, yet have been unable to use them for over a month because they refuse to just fix my account where I can access it. To use these products you have to have an account with IK ****************** to use their proprietary software. I have an account problem where my password isn't working, and all I need is the ability to make a new password. I have sent at least 20 emails and form submissions and they will not respond! So now I own a piece of music gear that is absolutely worthless because I can't use the software it requires to make it work. It's nothing more than a paperweight, and a very expensive one at that! All they have to do is fix my account so I can use the $600 worth of merchandise I bought from them. Is that really too hard to do?? This is truly Unbelievable!!

  Business Response

  Date: 04/02/2024

  Hello ******,

  Sorry to read of the situation. 

  While we have received your support ticket requests, it appears our replies are being blocked on your end. Please check with your internet provider on this. I have attempted to reach you in multiple ways but all attempts were rejected. The error message has been reported to ATT but no response has been given at this time. The error message is:

  <*************************;: *******-ip4-mx-vip2.prodigy.net[144.160.235.144] said: 553 5.3.0 alph752 DNSBL:RBL 521< 87.98.169.93 >_is_blocked.For assistance forward this error to *********************** (in reply to MAIL FROM command)

   

  Regarding the account login troubles, I have reset your Password to be as follows:    Changeme123@

  Please login to your User Area > Account section on ******************************** and update the Password to a more secure one.

  This will get you logged in again to access your account properly. We certainly do apologize for the frustrations experienced. We would suggest you also reach out to your internet provider to see if they can resolve this concern.

  If you have any questions or concerns, please feel free to reply here.
  
  Thanks.
  
  *********************
  Service / Support Manager
  IK Multimedia
  email: **************************************************
  
  www.ikmultimedia.com

  Customer Answer

  Date: 04/03/2024

   
  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:02/20/2024

  Type:Sales and Advertising 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.

  This has been the worst experience I have ever had purchasing music software from any business in my entire life. I purchased the ** Multimedia piano software called (** Grand S274) for $140.39 on Feb 16. When I initially attempted to download the software last Friday, I experienced issues downloading it because my computer lacked enough memory space. After multiple attempts, I submitted a trouble ticket to ** Multimedia and received a trouble ticket confirmation number from the tech support team. (Ticket # *******) One of their supervisors, ************ responded to my trouble ticket and told me to install all of the sounds into the default path. This solution did NOT work. At the end of *****'s email, he advised that if I had any questions about these steps, to email the ** Multimedia Tech Support team directly to avoid opening a second trouble ticket and that a technician would contact me as soon as possible. Since then, I have emailed the Tech Support Team 6 TIMES while providing snapshots of my technical issue and I haven't received a response from anyone. I have even called their direct line ************ and my calls was delivered immediately to a voice mail messaging system without any return phone call attempts. I hope as a result of this formal complaint, someone will contact me to finish the service I should've been provided after paying for this product.

  Business Response

  Date: 02/20/2024

  Hello ******,

  My name is *********************, I am the Support Manager for IK Multimedia. 

  Sorry to read of the troubles with your recent ********** purchase and installation. We certainly understand your frustrations at the issue persisting over the weekend. Please note that our offices are closed over the weekend as well as this past Monday for President's ********************** reviewing your ticket, I see multiple requests for a refund today. Would you like to further troubleshoot this issue or would you rather obtain a refund for $140.39 at this point in time?

  Please confirm and I will assist in getting the refund completed for you. Otherwise, the best resolution would be to connect via a remote connection so we can clear up the install concerns for you. 

  Again, sorry to read of the situation and for any frustrations!

  If you have any questions, please feel free to reply here. 

  Thanks.

  ********************;
  Service / Support Manager 
  IK Multimedia
  email: ************************************************** 
  
  www.ikmultimedia.com 

  Customer Answer

  Date: 02/21/2024

  Good Morning ****,

  If possible, let's perform a remote installation. I'm available today anytime before 11:00am CST to perform the remote installation. Please let me know if there is anyone I should look forward to speaking with to begin this process. Once the remote installation of the ********** software is complete and has been fully tested for functionality, then I will close the complaint on my end. Thank you for your diligence to resolve this matter.

  Best Regards,

  ***********************

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21318222
  
  

  Good Morning ****,

  If possible, let's perform a remote installation. I'm available today anytime before 11:00am CST to perform the remote installation. Please let me know if there is anyone I should look forward to speaking with to begin this process. Once the remote installation of the ********** software is complete and has been fully tested for functionality, then I will close the complaint on my end. Thank you for your diligence to resolve this matter.

  Best Regards,

  ***********************

  Business Response

  Date: 02/21/2024

  Hi ******, 

  Thanks for your reply and willingness to troubleshoot this further. 

  I understand from our tech, *****, that you were able to resolve the concern today, is that correct? 

  Please confirm and if so, we kindly ask for your assistance in closing out the complaint here. 

  If there is anything else I can assist with at this time, please feel free to reply here. 

  Thanks.

  ********************;
  Service / Support Manager 
  IK Multimedia
  email: ************************************************** 
  
  www.ikmultimedia.com 

• Initial Complaint

  Date:02/06/2024

  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.

  Company is engaging in online bait and switch practices to sell their products. I found a $99 deal for Amplitude 5 Max ** on their website, added it to my cart, and then browsed the website for a few minutes. I then went to check out and started to enter my information when I noticed that the price had somehow DOUBLED from $99 to $199 in my shopping cart. I did not complete the transaction. I then emailed their ************* who sent me some vague one-liner email about some 6 day grace ******* which made NO SENSE. I literally put this item in my cart 15 minutes prior at one price, and then when I went to pay with my CC, I almost paid DOUBLE for this item due to their bait and switch tactics.

  Business Response

  Date: 02/21/2024

  Hello *******, 

  My name is *********************, I am the Support Manager with IK Multimedia. 

  We appreciate your interest in AmpliTube! Sorry to read of the situation and your comments surrounding the pricing. IK Multimedia has been a leader of music technology for over 25 years, there is no bait-and-switch practices occurring here rather the price changed as the promotional offer literally just ended during the period you were shopping apparently. 

  Why you were denied the option though to complete your purchase is a question I am seeking with the prior rep. **** should have certainly been made available to you considering the timing and your feedback. 

  I am more than happy to offer you the AmpliTube 5 MAX ** at $99.99 if you wish to proceed. Please confirm and I am happy to assist there in arranging that price. 

  Again, sorry to read about this entire situation. If you have any questions or concerns, please let me know and I am happy to assist. 

  Thanks.

  ********************;
  Service / Support Manager 
  IK Multimedia
  email: ************************************************** 
  
  www.ikmultimedia.com 

• Initial Complaint

  Date:01/19/2024

  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 use ** Multimedia products in most of the music production tracks I make. I recently purchased a new Mac computer and set it up by migrating everything from my old machine via time machine. When you migrate to a new machine, you have to re-authorize the software, so I tried to login to ** Product Manager and my password didn't work. I filled out the form to have a reset link sent to my email. That didn't work (and yes, I did check my spam/junk folder). I tried multiple times and I never received the email.Next, I filled out a support request. That was two days ago and I've heard nothing. I tried the phone number for support, tried to contact sales, customer service, etc., they all dead end and direct you to the website. I couldn't even post in the forum (because my login wouldn't work). I even tried to post to the ** Multimedia ******** page and did get a response pretty quickly but they explained that they are not in support and that I would need to open a support ticket.For a company who's tag line is "Musicians First", I'm finding ironic that they can't provide basic support services (e.g. immediately issuing a ticket number and auto response to support requests so that they can be tracked). I've uploaded the receipt/invoice from my latest purchase (which I am unable to access) in hopes that someone will reach out to help me.

  Business Response

  Date: 01/19/2024

  Hello *****, 

  Sorry to hear of the troubles in reaching IK Multimedia Support. We have received and have replied quickly to all of your requests but it appears our replies must not be reaching you. Please double check your Spam/Junk folder. 

  It may be possible our email is being blocked on your end. If possible, check that our replies from our ticketing system are not blocked coming from email ***************************************'. 

  To help resolve this now, I have reset your Password for you. Your current login is:

  User Name:  Streams1

  Password:  Changeme123@

  Access your User Area > Account section on ******************************** and update your Password to a more secure one. 

  I hope this resolves your account troubles. If you have any other questions or concerns, please let me know. 

  Thanks.

  ********************;
  Service / Support Manager 
  IK Multimedia
  email: ************************************************** 
  
  
  www.ikmultimedia.com 
  

   

   

   

   

   

  Customer Answer

  Date: 01/19/2024

   
  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,
  
  ***** Streams

• Initial Complaint

  Date:10/27/2023

  Type:Customer Service 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.

  Over the past years I have bought three sound interface products from ** multimedia which come with licensed software. I recently upgraded my computer so I need to re-install the software. The software product that I use the most is Amplitube 4, but there other ** multimedia software products I am licensed for. When I go to the company website to download the installation program, the only way to obtain them is through the download and the installation of an ** Multimedia provided software called "** product manager". I am able to download the ** product manager installation file, but whenever I launch the installation the computer shuts down without warning and restart.I opened a support ticket with ** multimedia support and explained the problem, but all the replies I am getting are not only not resolving the issue, but they ignore the description of the issue and my past responses and ask questions that are not at all related to the problem.I am not able to use the ** multimedia products that I own as the ** multimedia software fails to install.

  Customer Answer

  Date: 11/05/2023

  The customer service got in contact with me and advised on an alternative way to download the software without needing the ** Product Manager. 

  I was able to install the software so I would like to close the complaint.

   

  Thanks

  *******

   

  Customer Answer

  Date: 11/06/2023

  The customer service got in contact with me and advised on an alternative way to download the software without needing the ** Product Manager. 

  I was able to install the software so I would like to close the complaint.

   

  Thanks

  *******

• Initial Complaint

  Date:10/02/2023

  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 purchased a device online that said it would work with iPhone and android products. After receiving the item, the box made mention of the huge difference in services given to iPhone owners vs. Android customers. I then made a return request, it was accepted, they said I would take care of the shipping, I discussed how this was inappropriate and unacceptable to which a reply of, "send in your device and we will work out the refund." Was the reply. It sounded to me as if they would return the $30 delivery fee. They didn't and won't give me my money back. I asked for upper management to intervene and they denied my request. First, the product isn't what they had advertised, second the item is no longer in the site where I found it so I may discern the exact verbage, and then take my money as a punishment for being a customer who has purchased many problematic software products. I had read good reviews of their hardware, and decided that it may work for me, as their software was getting better and easier to use, but they robbed me.

  Business Response

  Date: 10/02/2023

  My name is *********************, I am the Support Manager for ** Multimedia. We have been conversing in one of your recent tickets to us on this topic, ticket #*******. As discussed in the Support ticket, the hardware is compatible with Android and will function on compatible devices. The bonus software content and what is included is all available for review prior to purchase on both the box and on our website as provided in the ticket. You may view that information here:   *******************************************************************************

  We do apologize for any confusion here but after reviewing your tickets, I am unable to locate where a rep stated we would refund your shipping. In the context of your question, I do see where we refer to refunding the purchase of the iRig Pro Duo IO but prior in the ticket, it was stated that ** Multimedia does not cover the return cost in such a case where the user decides they no longer want the item. If there was a manufacturer defect, for example, we would then cover the cost in that type of situation. 

  I am sorry to read your further comments as that is certainly not the case. Payment was made to the *** Store, not ** Multimedia on this return. As offered in the ticket, we can provide you 30 JamPoints as a resolution to this concern. These JamPoints can be used as a discount on the ** website towards another product. 

  Your order itself for the hardware has been refunded since last week. 

  Thanks.

  ********************;
  Service / Support Manager 
  ** Multimedia
  
  

   

  Customer Answer

  Date: 10/03/2023

   
  Complaint: 20676769
  
  I am rejecting this response because: There is no warning, on the site at time of my purchase, that me tinned there were features only available to iPhone users. Unfortunately the product is not on the site being advertised so that I may provide the details that I was privy to. On the contrary to any refund being made towards the shipping, there is an email saying to send the product back so that they could send my refund. This was after back to back arguments of how the product is mislabeled giving the buyer the idea that the item would work for Android and iPhone and all features inherent. This was not the case when I opened the box and read the instructions. There is no way to know that there is a product bias until item makes it to customer. This is why I want my shipping refunded. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/05/2023

  Thanks for your reply. 

  Ultimately, there is a responsibility by the customer to review what they are purchasing. Our website and packaging clearly state what is included. The link that shows what is included has been provided to you multiple times so its not clear why its being stated that information is not available. We do apologize if there was still further confusion on what was included. 

  To resolve this case, we will make an exception and provide a refund that was paid to ***. 

  Please provide a copy of your *** receipt and confirm your mailing address to send the check. 

  Thanks.

  ********************;
  Service / Support Manager 
  IK Multimedia

   

   

  Customer Answer

  Date: 10/05/2023

  In the box that I had delivered the return product, I placed the receipt for the shipping charges so that they would have a receipt for money I spent so I could be reimbursed. My cost is twice what they spent in shipping fees. They have requested a receipt, I sent them my only copy as my printer was out of ink. I was under the impression I was going to be reimbursed, so it made no difference, plus they have the receipt already, and they can look up the normal rate consumers pay vs. a corporation. The difference in rates is ridiculous. I paid 29. And change to send the unit to them. If you could relay that I sent the receipt already, I would appreciate it.

  Customer Answer

  Date: 10/10/2023

   
  Complaint: 20676769
  
  I am rejecting this response because: there was also the receipt from my purchase of the shipping, which is exactly double their cost. I included both receipts to show how we should have used the opportunity afforded Ik multimedia. Had we used their resources I would have made for an arrangement to split the costs. That didn't seem to be an option.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 10/10/2023

  Hello, 

  Is this address valid to use to send the check?

  ********************************
  *******, ** 93277

  Please confirm. 

  Thanks.

  Customer Answer

  Date: 10/12/2023

   
  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:07/20/2023

  Type:Delivery 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 ordered an X-Space pedal which was on backorder, on May 26. My credit card was processed at that time. I inquired on June 12 as to availability estimate, and received a reply that the item was backordered, but that once available I'd receive a notification via e-mail. I checked the website on July 5 and saw that the pedal was showing as 'in-stock'. I had not received any notification. I contacted support and asked when this would ship, since under the FAQs on the site, backordred items would ship immediately upon being in stock. I was told on July 5 that my order should be shipping soon. I contacted support again on July 13 to ask if there was an update, and received a reply that there was not an exact date and to please stand by. I contacted support again on July 20 and received the same, please stand by response. I also submitted a separate support ticket on July 16, hoping that by submitting an additional request it would possibly be addressed.I am a long time customer, have spent thousands of dollars on software and hardware. I've never felt the need to fill out a complaint, but I do not know how else to get this resolved. I've been charged for an item that I ordered two months ago, that's now been in stock at least 3 weeks (maybe longer?), and no resolution in sight. I would like the pedal shipped out to me immediately, as the website indicates customers who have item on backorder should get first priority when the item becomes available!!!!!!!

  Business Response

  Date: 07/21/2023

  Hello *****, 

  My name is *********************, I am the Support Manager for IK Multimedia. 

  We certainly appreciate your interest in our products and your purchase of the **SPACE pedal. Unfortunately, despite what the website stock mentioned, we are out of stock at this time. More units are in production and should be available for shipping within the coming weeks as production and shipment overseas takes some time. 

  We certainly do apologize for any confusion due to the 'In Stock' message appearing. There have been some concerns that we are looking into. A message should've been sent to you by our order processing team, was this not received?

  As for resolution to your concerns, we can continue to hold the order and ship when units are in, or we can cancel this and provide a full refund. 

  Please confirm how you would like to proceed. 

  Thanks.

  ********************;
  Service / Support Manager 
  IK Multimedia. Musicians First. 
  email: ************************************************** 
  
  www.ikmultimedia.com 

   

   

   

   

  Customer Answer

  Date: 07/23/2023

   
  Better Business Bureau:

   

  Thank you **** for responding quickly. I'm disappointed to hear the units are in fact out of stock and not known when they will be. I had not received any messages after ordering aside from an initial message in early June, that the pedals were out of stock at that time. In my request ticket from July 5 and the response I'd received, it gave the impression they were in stock and would ship to me soon, but never any information or notice they were in fact still out of stock. I also mentioned in my ticket I ordered the pedal for use in some gigs in August, which is why the sense of urgency was heightened for me. The response was to stand by, which did not help me understand the details you provided.

  At this point, please refund my purchase price as well as the JamPoints I used to help in the purchase, since I won't receive it in the time frame I need it. Also, can I ask if there is a way I can have a 'raincheck' on the $199 price, so that when they are in stock again, I can re-order at the price I'd obtained? I guess the only concern I still have is that now I have doubts in general about the website's 'in stock' status and if that is accurate, so I'm not sure how I will approach ordering anything hardware-related directly from the site in the future. 
  
  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:05/02/2023

  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.

  I bought an IK Multimedia iRig Acoustic Stage on Amazon Last September. I used it three times, and it was damaged. Furthermore, I contacted IK Multimedia in ******* for the warranty, and they asked me to mail the dive to their headquarters in *******. I did it three months ago, and they always told me they would replace the part with a new one. I have been waiting for a long time. Likewise, I have been writing almost one email per week asking him that I would like to be reimbursed (150$ plus ****** Taxes). Finally, they answered my email, telling me that they didn't have the part in stock and I could choose another product with the same price or less.I am not interested in another part, and I don't want anything from this company because their products are very cheap and of nasty quality. The only thing that I want is my money back. Please, I ask you for your help. You have all my information and I will submit the copy of the last email and the invoice

  Business Response

  Date: 05/02/2023

  My name is *********************, I am the Support Manager for IK Multimedia. 

  Sorry to read of the situation here. Unfortunately, stock on the iRig Acoustic Stage is the current issue and we would not be able to fulfill any replacement until late June due to component shortages. 

  I checked into this and normally we are unable to refund an item purchased from a dealer but with Amazon, we can proceed with the refund request. I have informed my team to process the refund for you and will have confirmation by tomorrow. 

  We do apologize for any frustrations over this item. If you have any further questions or concerns that I can assist with, please feel free to reply here. 

  Thanks.

  *********************
  IK Multimedia

   

   

   

   

   

• Initial Complaint

  Date:04/27/2023

  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 standard edition($149) of the companies ***** product and it had an upgrade option to unlock to the full MAX($199) *******. After using the product for a while to determine if I enjoyed it I went to upgrade but now the upgrade option is missing. I sent an email to their customer service asking how do I upgrade to the Max ******* and was told I would have to rebuy the product at full price of $199. This did not sit well with me because its essentially forcing the end user to pay full price to only receive a portion of new content that they already purchased. I was told by the employee sorry about your luck, but that was the only option. I was a bit upset about the email correspondence so I went to the companies forum to explain the situation, maybe to get a bit more of a resolution, only to be told by their main forum moderator ******* who goes by the title Kingpin, that was in fact the policy, I explained you are forcing existing users to double pay to upgrade where as a new user would only have to pay once, he didnt reply, but another user chimed in with the same disappointment and then the forum post was deleted from the forum. Upset due to this extremely poor handling of the situation and the fact that they are double charging customers, I reposted a new post in the forum again explaining the situation this time it didnt get to see the light of day it was deleted immediately. It is like they are hiding this situation from others seeing it. I feel this is a totally unfair business practice. For me to get the full product I would have to spend $348 to get the MAX ******* where as a new user would only have to spend $199, I sent another support ticket with no response and also sent a private message to ******* asking why mosts are being deleted also with no response.

  Business Response

  Date: 05/11/2023

  Hello *****, 

  My name is ********************* with ** Multimedia Support. Regarding this complaint, we have spoken already via your Support ticket with ** and from my understanding, all has been resolved to mutual satisfaction. 

  Please advise if you have any further concerns regarding this case and I am happy to assist. 

  I have copy/pasted our discussion from your Support ticket with us for full clarity on the discussed resolution:

   

  ********************;posted 5/2/23, 6:43 PM 
  My name is *********************, I am the Support Manager for ** Multimedia.
  
  Sorry to read about the situation here. ***** was on introductory pricing when you originally purchased and unfortunately, that ********ed pricing has expired. Please note that the difference between ***** and ***** *** is not small, so while there is some duplication of content technically, it's important to note what is gained here. The difference between ***** and ***** *** is the number of models provided. ***** comes with 400 Premium Tones while ***** *** comes with ***** Premium Tones. That is 700 additional tones!
  
  It is also important to note here that the price you are seeing is because you are logged in and seen as a current user. The price for you to move into ***** *** is $199.99 but the price for a new customer is $299.99. If you logout of your User Area and view the ***** page, you will be able to confirm this.
  
  ***** webpage:
  *****************************************************************
  
  Note that current users typically have JamPoints saved up to further ******** a purchase.
  
  Regarding the ** Forums, some of the terms used go against the rules of the forum which are agreed upon during signup. Using words such as 'manipulating' in the subject violates such rules and that is the reason why the post was ultimately removed. Additionally, your forum post did not reflect your Support ticket interaction as I read it. At no point did we say "tough luck" or similar comments. Aside from this ticket, the interaction was short and brief where our rep stated similar to the above, that ***** was on intro pricing and then commented on being able to use JamPoints. You replied stating it was a high cost for you at this time and you were looking into other options.
  
  I am sorry to read that this situation has morphed into something bigger than it needed to be. We certainly appreciate your interest in ***** and we are happy to work with you here to make that happen. If you would like to upgrade, I am happy to gift you further JamPoints to bring the price down to its lowest via JamPoints. At $199.99, you can apply 60 JamPoints, bringing the price down to $139.99. I can gift you these JamPoints as a good middle-ground resolution to your expressed concerns and for any frustrations experienced.
  
  If this sounds reasonable to you, please confirm and I will update your account with the additional JamPoints.
  
  If I have missed some communication here that has lead us to this point, please provide further details for my review and deeper understanding.
  
  If you have any questions or concerns, please let me know.
  
  Thanks.
  
  *********************
  Service / Support Manager
  ** Multimedia. Musicians First.
  email: **************************************************
  
  www.ikmultimedia.com
  
  Check our FAQ section for quick answers 24/7! Visit *******************************************
  Access your ** User Area here: ************************************************
  Join the ** Community! - *********************************************
  ** Product Manager - *******************************************************
  
  
  
  
   Closed by ********************;with status of Answered 5/2/23, 6:43 PM
  
  ***** grimes posted 5/2/23, 6:52 PM 
  Yes, please proceed. 
  
  On Tue, May 2, 2023 at 6:43?PM ** Multimedia Support Team ***************************************> wrote:
  
  
   Reopened by SYSTEM 5/2/23, 6:52 PM
  
  ********************;posted 5/2/23, 7:10 PM 
  Thanks for your reply.
  
  I have gifted you 60 JamPoints to your account, which gives you more than enough to apply the max ******** of 30% via JamPoints towards ***** ***. :)
  
  Again, sorry to read about any frustrations. I do hope you enjoy the full ***** ***, there is tons of great models in there!
  
  If you have any questions along the way, please let ** know.
  
  Thanks.
  
  *********************
  Service / Support Manager
  ** Multimedia. Musicians First.
  email: **************************************************
  
  www.ikmultimedia.com
  
  Check our FAQ section for quick answers 24/7! Visit *******************************************
  Access your ** User Area here: ************************************************
  Join the ** Community! - *********************************************
  ** Product Manager - *******************************************************
  
  
  
  
   Closed by ********************;with status of Answered 5/2/23, 7:10 PM
  
  ***** grimes posted 5/2/23, 7:49 PM 
  Thank you for your help! 
  
  
  

  -------

   

  Thanks.

  ********************;
  Service / Support Manager 
  ** Multimedia. Musicians First. 

   

   

  Customer Answer

  Date: 05/12/2023

   
  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,
  
  ***********************