ComplaintsforIK Multimedia US, LLC

• Initial Complaint

  02/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a $749 IK Multimedia Uno Synth Pro. The company did not label the front with rear connections so I had to tip it forward to plug something in. The key barely touched the surface and it snapped in two. It is just out of warranty. I wrote several times to the company to buy a replacement keyboard or key. They have merely said "unfortunately we do not carry that part. If you have any other questions, please let us know." This is unacceptable. This product is still being sold. There is no way that they wouldn't have the part, and if they don't, then they are irresponsible. Their only solution seems to be to throw it in the landfill, as it is non-functional without this simple item. Tech support has been **** and unhelpful. Throwing a $750 keyboard in the landfill because this company can't get a replacement part for a unit it still sells is unacceptable.

  Business response

  02/17/2023

  Hello ****, 

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

  Sorry to read of the situation here. Looks like things got off to a bad start with some misunderstanding on warranty status. Once your account was located properly and the receipt provided, we were able to verify properly and provide warranty service. I see from your current ticket with us that this is all in motion now for you. 

  There was some misunderstanding on *******'s behalf when it comes to what services can be provided for repair. We do apologize for this and certainly understand your frustrations. We use these opportunities to learn and grow and provide a better experience in the future. 

  With the exchange now in progress, please let me know if there is anything else I can assist you with. 

  Thanks again for your purchase and we hope this replacement unit gets you working happily again and focused on your music.  :)

  Regards, 

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

   

   

• Initial Complaint

  12/28/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a digital product through paypal, it does not work as intended, *** requested a refund to my paypal several times, i keep getting ignored and asked how they can help, im on my 10th email. They cannot help other than refund my money.

  Business response

  12/28/2022

  Hello ****, 

  Sorry to read of any troubles with your recent purchase of AmpliTube 5 *** and of your experience with our Support team. I have reviewed your ticket and understand that we did agree to provide a refund as of this morning, December 28th. The refund will be taken care of shortly and upon notice, we will remove the AmpliTube 5 *** ****************** style="font-size: ********;">from your account. 

  We apologize for any inconvenience or frustrations. 

  If there is anything else I can assist you with, please do not hesitate to ask. 

  Thanks and I hope you have a wonderful New Year!

   
  

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

  Support/Service Manager

  IK Multimedia

   

  Customer response

  12/28/2022

   
  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

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  [ 2022-****]Axe I/O , Amplitube 5 **** ***** ****************** Order Info Date: 2022-10-01 Order# 2022US432420WEB Shipped: 2022-10-03 SKU Product Description Qty Unit Price Total CB-AXEIOAT5-HCD-IN AXE I/O AmpliTube 5 ******************** 1 ****** ****** Sales Tax TAX ***** Payment Method: CREDITCARD Payment Terms: Advanced Total Amount Excl. Taxes $****** Total Amount $481.49 [ 2022-**** ] First Support Ticket Sent IK WEBSITE REQUEST: Account Issues [#*******]Issue: When the bundle was purchased half of the software was authorized and half was not. The site gave no indication as to what to expect so I assumed that something was wrong.Support Response:Hello ******,Thanks for your patience while we got back to you.You must register your AXE I/O unit first. The registration card in the packaging contains the serial number. Once received, register the serial number in IK Product Manager.[ 2022-10-5] Second Support Ticket Sent because I still could not download tones per my purchased *******.Issue: After registering hardware (AXE I/O) I received the ***** Max ******* in my IK Product manager, but I am prevented from downloading any User Tones with a 213 Error.-No Response From Support [ 2022-****0] I Comment on Reddit where one of their employees responds to me URL: https://www.reddit.com/r/IKaudiophiles/comments/wrwn2x/the_dumble_in_tonex_hear_the_real_amp_and_the/iroe3qs/[ 2022-****0] I reply via email again to the original support response initially received on **** Issue: Lack of response, still unable to use the software purchased.Please see attachment for rest of the issue.

  Business response

  10/13/2022

  Hello ******, 

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

  I am sorry to read of your experience with our Support team this past week. We appreciate your patience throughout your interactions with the team and do apologize for any delays in communication and certainly for any frustrations. 

  After reviewing the ticket, I am happy to see about the progress made today. I understand the exchange of the hardware is under way while also resolving the concerns surrounding access to the ***** content. 

  Please let me know if you have any remaining concerns regarding your new IK products, I am happy to assist.

  Kind regards, 

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

   

  Customer response

  10/14/2022

   
  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.  I appreciate that they resolved the issues that I was having and I am able to enjoy the product now!
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a product and registered the only number they gave me and it was not included, and there is no way to talk to someone. I ordered AmpliTube **** and many, many amps are still not available. tone net does not recognize me and puts white noise. I would like to return my items or get what I paid for. It is a digital product, but they will be able to see that I have not downloaded anything I did not already have. I spent over a thousand dollars. I also got speakers, they are registered. I will gladly send them back if I can't get the software I was promised.

  Business response

  10/04/2022

  Hello *****, 

  Sorry to read of the situation surrounding your recent purchase! I was in contact with and assisting the other rep you spoke with this weekend, *********, regarding a resolution to these concerns. Per your email thread with my colleague, the Total Studio 3.5 *** serial number was provided to you directly since it appears you only received the single registration card for your bundle. We do apologize for the oversight there as it lead to this series of emails and exchanges. Both serials should have been included there and allow for you a seamless registration process to get your included bundle software. As a sign of good will surrounding this concern, I would like to provide you a 25% promo code you can apply in the future with us in our web store. Simply insert the promo code "SAVEIK25PH" into the Promo Code field to receive a discount on your order. 

  Are you now working OK with your all of your new IK products? Please let me know if you have any questions or concerns that remain, I am happy to assist and get you working properly with your products. 

  If you are working properly here, we kindly ask that you assist in closing out your dispute here. 

  Thank you. 

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

   

   

   

   

   

  Customer response

  10/05/2022

   
  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. However, I will avoid doing business with your online store due to the horrible customer service. It took 16 emails and constant canned responses/wrong information. I have left a 3 out of 5 stars rating since while you finally helped me, a 10 minute phone call would have saved me and your staff hours. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  06/09/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I bought a brand new iRigKeys 2 pro midi keyboard from East Coast Music on 5/5/2022 (receipt attached). When the units arrived, I found several keys on the keyboard were not working (no midi signal transmitted). I contacted IK Multimedia and they opened an RMA for me. I was asked to ship it back at my own cost ($34.67, receipt attached). When I received the replacement unit today, I found it's apparently a used unit, without original packaging and the keyboard has scratches all over the place (photos attached).I'm requesting IK Multimedia for a refund of my shipping cost, plus the price difference of exchanging my new unit with a used unit.

  Business response

  06/13/2022

  Hello Boyi,

  Sorry to read of the situation here. 

  Reviewing your support ticket, please do express such concerns on the state of the unit received next time, we could've helped directly in your ticket and found a resolution with you.

  When a unit is replaced, it would be replaced with a brand new unit unless there were some special circumstances which would be communicated. It appears a mistake was made with sending a unit that *** have been used prior. We are happy to correct this with a new unit being shipped out but I see you are instead requesting a refund. 

  For a refund request, you would need to contact the original dealer, East Coast Music. This is where your original payment was made. 

  If you rather obtain a new and solid working unit, please confirm and I am happy to arrange shipment at no further cost to you. 

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

  Thanks.

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

   

   

   

   

   

   

  Customer response

  06/13/2022

  Hi ****,

  Really appreciate your quick response. I accept your solution if you can ship me a new unit for ticket #*******. Also, Please make sure to include a prepaid shipping label in the package, so I can drop off the mistakenly delivered used unit at ********* store and return it to you.

  Glad to hear that it was a logistics mistake, but please be really careful about it in the future. It should be easy for the shipping department to tell a brand new unit from a used unit that doesn't even in its original packaging, and I really don't want you to lose your business of other customers by a false impression of bad business conduct.

  Thanks again,

  Boyi

*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. ↩