Business ProfileforPositive Grid

Highly disappointed. After much thought and consideration, I went with Positive Grid, versus a competitor, because they really seemed to care about their product and their customers. Instead, my encounter felt much less like someone providing a great product and much more like being water boarded. I purchased some software and all they needed to do was send me a license key, that didn't happen. I contacted customer service via email and after sending some bogus troubleshooting that could not possibly help me with receiving the license key, they told me I would have to wait 24-48 hours so a specialist could "look into it". They made a mention of "not receiving payment" however I paid with Klarna and have no issues with Klarna. Everything went through just fine in terms of the Klarna initial payment and establishment of the payment plan. I then used their live chat and ran into more brick walls. Same thing. 24-48 hours for a specialist, we appreciate your patience. I did everything I could to escalate, express my disappointment, as if there was any consolation for what amounts to massive inconvenience that still has yet to be resolved. I asked if they could provide a temporary license, gift card, or some other form of compensation for having to suffer from their process/systems issues. I just don't understand how you accept payment from someone for a product, especially one so easily transmitted like a license activation key, fail to fulfill in a timely fashion, offer no consolation, and no refund (I did not push on the refund in hopes they'll actually honor our agreement, though I will be getting a refund if not resolved in 24-48 assuming they are capable of issuing refunds). Clearly, I'm very bitter, this is a luxury purchase that I've waited for some time to pull the trigger on and, when I do, I'm being told I have to wait after handing them hard earned cash (or at least handing Klarna the cash! ;). It's been 5 hours and no license key..buy Amplitube!

From Positive Grid Support: The customer purchased a ***** amp from us on or around August 19. The customer wrote to our Support team on August 19 and asked us to cancel the order stating the customer found a used ***** for less money. We promptly replied that the order was not yet shipped so we could cancel and we advised that we issued a refund request to Klarna - the method the customer used to pay us. The customer wrote a very nice review of the Support received. The customer wrote to us on August 18 asking for setup tips for an upcoming purchase of one of our software products. We responded promptly with configuration tips and how to download drivers if needed. The customer wrote a very positive review of that interaction. The customer wrote to us on Saturday, August 27 and said the software purchase made that day was stuck in demo mode and would not activate. We advised the customer that their payment had not yet been received on our end. We assured the customer the software order would be activated and ready for use as soon as we receive payment. We also sent internal notes asking our payment processing team if they could identify any problems with the payment. The customer thanked us for looking into the issue. The customer wrote to us the same day (Saturday) in an online chat asking for an update. We replied that the request needed to be elevated and advised it could take 24-48 hours for a reply. We understand the customer's concern and and frustration, but we do not ship orders - software or hardware - until we receive payment. The customer asked our live chat agent for consolation in the form of a complimentary effect pedal, a gift card or something else. When we did not agree to compensate the customer for a payment we had not yet received, the customer said they would file a complaint with BBB. We assume this negative review is that complaint. We replied to the customer on Monday August 29 and confirmed payment was received and the software license was added to the customer's Positive Grid account and could be activated at any time. The customer has not responded to that message to the best of our knowledge. If the customer is still unhappy in any way, we encourage the customer to contact our Support team for help. We do not resolve customer issues thru BBB.