ComplaintsforPositive Grid LLC

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a spark go and the sound is not good and it breaks up very easily. Not happy with the device and am trying to return for a refund. There is no phone number and no one has responded to 3 different emails to the companys support site. I need to return for a refund, but there is no way to get a hold of somebody! Very Frustrating!!

  Business response

  08/18/2024

  We sincerely apologize for any inconvenience caused by the issues you've experienced with your Spark GO device. We understand how important timely support is and regret that our response did not meet your expectations.
  
  Due to our recent product launch, our team has been exceptionally busy. However, this is no excuse for any delays in customer service. We are committed to assisting our customers as promptly as possible.
  
  In response to your return request submitted on August 9th, we contacted you by August 14th and provided a return label by August 15th. To verify our response times and actions, we have attached a PDF document from our support system that outlines our communication with you and the steps taken to address your request.
  
  If you have any further questions or need additional assistance, please do not hesitate to reach out to us directly. We appreciate your patience and understanding as we work to improve our support services.
  
  Thank you for bringing this to our attention.
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I ordered a product 'spark mini' and upon receiving it was immediately prompted by the accompanying app to upgrade the firmware. The firmware update from their website includes malicious software that also installed on my computer. It's executable file is called AdfuInstall. An online search shows this is a Russian origin program classified as a general threat but very little other available information. So far attempts to find it or remove it on my computer have been unsuccessful.

  Business response

  06/17/2024

  Thank you for reaching out to us and sharing your concerns about the Spark MINI firmware update. We understand how unnerving it can be to encounter unexpected issues and we are committed to providing you with a detailed explanation to address your concerns.
  
  The file you've mentioned, 'AdfuInstall', is not malicious software; it is a critical part of the driver installation process. It assists in the communication with the Bluetooth module found within our Spark amps. Its purpose revolves around making sure that our firmware updaters are able to successfully update the Bluetooth module firmware. This process is essential for maintaining the highest level of functionality and performance with your Spark MINI.
  
  The information you found online regarding 'AdfuInstall' being classified as a general threat is likely the result of confusion and misreporting. This file is completely unrelated to any such claims, and we assure you that we take great care to ensure our users' safety and security. We respectfully refute such assumptions which have been made without a proper investigation or without seeking a statement from our company.
  
  We understand the importance of trust and we would never jeopardize our relationship with our customers. You are a valued user and we're deeply committed to providing you with reliable products and excellent customer service.
  
  Our customer service team has already been made aware of your situation and will guide you further should you need any assistance. We want to reassure you that there is no need for alarm. We are genuinely sorry to hear about the speculations you have encountered, but we assure you that our products are secure and will not install anything harmful on your systems.
  
  We appreciate your understanding and patience as we assist and guide you through this process.

  Customer response

  06/17/2024

   
  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

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They will not issue me a refund.I returned the item they said that a refund would be issued. Three weeks later and two more emails still no refund.

  Business response

  04/01/2024

  Upon internal investigation, we identified an agent error in the handling of ********************** refund request, leading to a delay in issuing the refund. We have since rectified this error and processed the refund on 3/28.
  
  To provide transparency and clarity, we have attached a PDF document containing our interaction with ******************, as well as the refund notification email sent to him.
  
  We sincerely apologize for the inconvenience and frustration ****************** experienced due to the delay in processing his refund. Rest assured, we are taking steps to ensure that similar errors do not occur in the future, and we are committed to improving our service standards.
  
  We appreciate ********************** patience and understanding in this matter, and we apologize once again for any inconvenience caused.
  
  If you require any further information or assistance regarding this complaint, please do not hesitate to contact us.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I filed a support ticket for my Spark Go which would not power on. They gave me a support Ticket Number #****** on . They replied to my support case with instructions to video record the powering of my Spark Go unit...I made the video, and sent it back to the support team....Note: In the email they write "Please rest assured once we can confirm the issue, we will quickly help you exchange your current amp with a brand new Spark GO.Since sending the video, I have not heard back from the support team....I have replied to the same email thread at least 4-5 times looking for an update. They REFUSE to reply back to me....I have heard NOTHING. Feb. 7th was their last email to me asking me to supply a video of the issue.PLEASE HELP!

  Business response

  02/22/2024

  We are writing in response to the complaint filed by *****************************. We appreciate the opportunity to address the concerns raised and provide clarification on the matter.
  
  Upon thorough review of the provided details, it has come to our attention that there was a delay and mishandling in our response to ******************** support ticket regarding his Spark Go unit. We acknowledge this oversight and extend our sincere apologies to **************** for the frustration and inconvenience caused by our lapse in communication.
  
  In an effort to rectify the situation, we have taken immediate action. The support ticket in question has been reassigned to a new agent who is diligently working to address ******************** concerns and provide him with the necessary assistance. Additionally, on 2/20, we provided **************** with clear return instructions to facilitate the exchange process for his Spark Go unit. We want to assure the Better Business Bureau and **************** that we are committed to resolving this matter promptly and to the best of our ability.
  
  To provide transparency and assurance of our renewed efforts to assist ****************, we have enclosed a PDF document containing our interactions with him, demonstrating our commitment to resolving his issue and providing him with the necessary support.
  
  Thank you for your attention to this matter.

  Customer response

  02/23/2024

   
  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

  01/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a product. Disliked the product & requested a refund. I was denied a refund because they said that because I ordered a CUSTOMIZED ITEM that there are no refunds. Ok hold on a minute. First of all the CUSTOMIZED portion of what I ordered was NOT ENTIRELY CUSTOMIZED. The item is has 2 parts. A speaker & a mesh cover for the speaker. They offer on their website an option to CUSTOMIZE part 2 (mesh cover), as a cross sell before you check out after you select the color of the speaker (part 1). I decided to make a CUSTOM PART 2. The only reason why I am writing here today is because they offer the option the purchase this MESH GRILL COVER INDIVIDUALLY ONLINE. Yes. you can purchase it by itself & customize it even AFTER you purchase the speaker it goes with. So in conclusion. They have blank mesh grill covers just sitting there waiting around to get customized. So tell me, Postitive Grid, why cant I send my product back less the cost of a customized spark 40 cover??? Absolutely ridiculous?? Also, the casual emails of communication that they have implemented is HORRIBLE at best. If you have a problem guess what, you have to find a screen, find the page, fill it out, submit and WAIT AROUND!! I have never dealt that form of non urgent communication and I dont want any part of it moving forward. Its very assuring to be able pick up the phone & call & get the assistance I need in minutes instead of days. I believe i have been mislead into the purchase of this product by flashy propaganda. Oh it does this!!! You'll see it do that!! Webpage filled with glamorous & gloriousness without consistently touching base on tech support & being there for the customer.

  Business response

  01/31/2024

  We are writing to address the complaint filed by ******************************* regarding his recent interaction with our company, Positive Grid. We take customer concerns seriously and appreciate the opportunity to provide our perspective on this matter.
  
  **************** ordered a product from our company and subsequently expressed dissatisfaction with the product. He requested a refund, which was denied on the grounds that the item in question was considered a "CUSTOMIZED ITEM," and our policy clearly states that customized products are non-returnable. ******************** complaint centers around the fact that he believed only a portion of the product was customized, specifically the mesh cover for the speaker.
  
  We have attached a PDF document containing the full interaction between **************** and our customer support team for your reference.
  
  Our stance on this matter is based on our clearly outlined policy, which **************** accepted when designing the personalized product. The policy explicitly states that customized items are non-refundable, and customers are required to click 'accept' to proceed with the customization process. We have also attached a screenshot of our website displaying these terms and conditions.
  
  Despite the non-refundable nature of the product, our customer support agents continued to offer assistance to ****************. We believe that the issues he encountered may have been related to user error and could have been resolved with proper guidance.
  
  Regarding ******************** comments about our email support system, we acknowledge that it may not be the most immediate method of communication. However, our records show that our support team consistently responded to ******************** inquiries within one business day of his emails. We are committed to accommodating our customers and strive to provide timely assistance.
  
  In conclusion, we value our customers and regret any inconvenience **************** may have experienced. We believe that we have acted in accordance with our policies and have made every effort to assist him. We hope to continue serving **************** and all our customers in the future.
  

  Customer response

  01/31/2024

   
  Complaint: 21213108
  
  I am rejecting this response because:

  The questions still remains. The option to purchase a mesh grille cover is offered as a separate individual CUSTOMIZABLE item. So in other words you can buy one with NO CUSTOMIZATION yes??

  So, again, the product is 2 parts  1 being the actual functional portion of the product: the speaker & its powered use. It functions with or without this cover which is the second part of the product which is easily detachable.  So if i sell this to someone else, they can go online & customize  a grill for themselves as of it were a new product  

  So now theres two ways to render this speaker as it was before ANY CUSTOMIZATION is done  

  1 being to buy a blank cover 

  2 send back and PG can simply put on a new blank cover & charge me the cost of a new one  

  yes the site asked me to acknowledge a no return for the CUSTOMIZED ITEM. Not the ENTIRE ITEM. I thought I was acknowledging a no return for the grille which again can be purchased separately blank or customized  

  So theres no reason why this cant be made as an exception as i was mislead into the purchase all together about customization  The only item thats customized is the front cover which is detachable & can easily be undone. Again I dont mind paying the cost of the CUSTOMIZABLE GRILLE COVER  which is separate from the speaker they just include it into one whole purchase finding their way thru a proverbial consumer law loop hole. Or have just manipulated the law all together  

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

  Business response

  01/31/2024

  After further discussions internally, we have carefully considered ******************** concerns and would like to inform the BBB that we have decided to make an exception in this case. We will be reaching out to **************** through the existing support ticket to offer him instructions on how to return the Spark amp he purchased, with the exception of the personalized grille.
  
  We appreciate the BBB's role in facilitating communication and resolution between businesses and consumers, and we remain committed to providing excellent customer service. We believe that this solution will address ******************** concerns while aligning with our policies.
  
  We will proceed to contact **************** within the support ticket promptly and provide him with the necessary instructions for the return process. Our goal is to ensure a smooth and satisfactory resolution to this matter for all parties involved.
  
  If you require any further information or updates regarding this case, please do not hesitate to contact us. We appreciate your assistance in facilitating this resolution and thank you for your ongoing support in maintaining fair and ethical business practices.

  Customer response

  02/01/2024

   
  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.
  However, I still think its fair that I be charged whatever the amount is for a custom grille. The individualized option on the website. I believe that I am  responsible for that individual customization creation. This is the whole idea behind the customizing philosophy that PG abides that is an absolute paranormal phenomenon. Again, this perfectly intact, speaker can easily be regrouped into their inventory again as it has a serial number attached to it. Therefore putting on a blank for a future customer or a future customers creation of personal cover to their liking. Either way, the merchant cant lose the way I see it. Its my opinion that the policy for no returns/refunds is wrong because not the entire product is customized. Only the front grill cover as it detachable. One could purchase a custom grill for each day of week if they wish but the speaker remain as it was upon opening up from its factory seal. Thank you all and appreciate this. 
  Sincerely,
  
  ***************************

  Customer response

  03/07/2024

  I have not been contacted by the merchant for return instructions 

  Business response

  03/13/2024

  Upon thorough review of the prior exchanges **************** had with our support agents and confirmation with our operations teams involved in handling his case, it has come to our attention that there was a miscommunication on our part. This resulted in a delay and our failure to promptly address ******************** concerns. We sincerely apologize for any distress this may have caused him.
  
  In light of this, we have taken immediate steps to rectify the situation. We have reached out to **************** and offered him a free return of the product he wishes to return. Attached to this letter, you will find the email exchange of our latest interaction with **************** for your reference.
  
  Currently, we are awaiting the resolution of ******************** previously issued payment dispute so that we can proceed with processing the refund for him. We want to express our utmost sincerity in assisting **************** in resolving all the issues he has encountered.
  
  We deeply value our customers' satisfaction and strive to provide the highest level of service. We understand the importance of addressing concerns promptly and effectively, and we are committed to improving our processes to prevent similar issues from occurring in the future.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order # PG-****** Placed on Dec 21st, 2023 $271.61 - 1 Spark 40 amplifier with carrying case.I made this purchase nearly a month ago and have received no response from the seller in regards to the item arriving damaged. The product (Spark 40) arrived damaged on Dec. 31st, both shipping boxes appear to have been smashed/dropped during transport and the body of the unit is broken apart.I sent an email to customer support that evening and submitted a ticket (#******) the next day. It has been two weeks and I haven't received any response or update. The support confirmation email notes that making multiple support requests will result in even longer wait times and there is no other course of action or way to contact customer support. This amount of waiting and lack of response is frustrating, unprofessional and plain poor customer service. The return policy is 30 days, getting a response shouldn't take longer than that, this is bad business. I just want a replacement product that isn't smashed & falling apart.

  Business response

  01/18/2024

  Upon reviewing the customer's complaint, we would like to provide a comprehensive perspective on the events.
  
  Attached to this letter are three PDF documents containing the tickets we received from ***************
  
  1. Ticket #****** (Received on 1/2)
  2. Ticket #****** (Received on 1/2)
  
  Our customer support agent, ****, merged the later ticket (#******) with the first ticket (#******) and responded on 1/3, providing instructions on how to return the damaged unit. We offered to provide a return label to facilitate a smooth return process and assured ************** that a replacement unit would be sent promptly. However, it appears that the customer did not receive or acknowledge our response, leading to the automatic closure of the ticket.
  
  Subsequently, on 1/16, ************** submitted a third ticket (#******). Our agent, ****, promptly responded on the same day, providing a return label and offering assistance with the return. This time, ************** acknowledged our email and expressed appreciation for our assistance with the return.
  
  In light of the above, we are committed to ensuring ****************** satisfaction by expediting the resolution process. We will reiterate our commitment to providing a replacement unit promptly upon receiving the returned item. We appreciate the Better Business Bureau's role in facilitating fair resolutions between consumers and businesses.

• Initial Complaint

  01/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Product failed within warranty period. Company wants to charge for repair. Support will not return emails. Sent letter demanding warranty coverage. No response. Turns out to be a COMMON problem.

  Business response

  01/15/2024

  Dear Authorities of the Better Business Bureau,
  
  I hope this message finds you well. I am writing in response to a customer complaint that has been brought to our attention. We take customer complaints seriously and strive to address them promptly and professionally.
  
  The customer has alleged that we failed to respond to their inquiry and wrongly attempted to charge them for a repair that falls within the warranty period. After conducting a thorough investigation into this matter, we have found no evidence to support these claims.
  
  To provide clarity, we have attached screenshots from our Zendesk system, which clearly demonstrate that we did not receive any recent communication from the customer. Our search, both by the customer's name and email address, yielded no results except for some shipping status inquiries from 2020. This corroborates our assertion that we did not receive any email or request from the customer related to warranty repair.
  
  Our company takes great pride in delivering high-quality products and excellent customer service. We adhere to all warranty agreements and strive to ensure that our customers receive the support and assistance they deserve. In this case, the absence of any communication from the customer prevented us from addressing their concerns promptly.
  
  We value our reputation as a responsible and reputable company, and we are committed to resolving customer issues in a fair and professional manner. We sincerely apologize for any inconvenience the customer may have experienced due to this misunderstanding.
  
  In light of the evidence presented, we kindly request that the Better Business Bureau reconsider the customer's complaint and take into account our commitment to customer satisfaction and the lack of any communication on their part. We are confident that this matter can be resolved to everyone's satisfaction once all the facts are considered.
  
  Thank you for your attention to this matter, and please do not hesitate to contact us if you require any further information or clarification. We look forward to a fair and just resolution of this complaint.
  
  
  

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hi, I pre ordered the New Spark Powered Cabinet by Positive Grid on Oct 14, 2023 at 10:44AM for $ ****** it arrived Sat 11-18-2023 I plugged it up and got a weird roar out of it, unfortunately. So I turned it off and tried it the next day and it still had the roar so I sent positive grid an email on ***** and then day or so later thats when I started receiving emails from positive grid I went back and forth explaining and including a short video of noise/roar I was getting out of my Brand New Amp.. they kept sending trouble shooting suggestions but I explained to them the noise/roar came from actual amplifier inside the cab. Also I just wanted a replacement cause this is a Brand New Cabinet/speaker and I Can Not use the amp for anything at this point they decided to tell me there is nothing Defective about my New Amp they are refusing to replace the Brand New product nor have they even offered any reimbursement I did find someone that made video with same situation and it was posted on Positive Grid ******** page and also more people are experiencing the same but not saying much about it.. this company is making millions of $$$$$$$ and they are probably the *************** for Digital guitar world but that Does Not excuse nor give them right to Disrespect and take advantage of the consumer

• Initial Complaint

  08/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a product called Spark Go. It is defective. After agreeing that it is defective and they would replace it, they stopped responding and never sent the return mailing label, etc.

  Customer response

  08/08/2023

  After I contacted the BBB, the company finally sent me my return mailing label. So hopefully they will mail my replacement item as promised later this week.

  Business response

  08/25/2023

  At Positive Grid, customer satisfaction is of utmost importance to us. We want to provide a clear timeline of events to better illustrate the sequence of actions that transpired:
  
  August 5th: Agent ***** requested the necessary information to process the return.
  August 5th: Customer promptly provided the required information.
  August 7th: Customer filed a ******************** complaint.
  August 8th: Agent ****** sent the return label to the customer.
  August 11th: Agent ****** shared the replacement unit's tracking number with the customer.
  August 13th: Customer confirmed the receipt of the replacement unit, indicating satisfaction (see attached screenshots).
  
  Please find attached the screenshots of our interactions confirming the successful resolution of this matter. We believe these records demonstrate our commitment to resolving issues promptly and satisfactorily. Thank you.

  Customer response

  08/25/2023

   
  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

  08/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The app does not work on an iPad and the company refuses to remedy the situation after taking your money. You pay and there is simply no service.

  Business response

  09/08/2023

  Thanks again for the valuable feedback regarding our products. We deeply regret any inconvenience caused by the issues experienced with our apps on the customer's iPad. In this response, we would like to emphasize the dedicated efforts of our team in assisting the customer within their specified timeline:
  
  - On July 1st, we received a report from the customer highlighting audio quality concerns with our BIAS Amp and BIAS FX 2 mobile apps.
  - On July 3rd, our agent, Vix, initiated an inquiry into the specific audio interface being used by the customer, as we were unable to replicate the issue on our end. Regrettably, the ticket was closed on July 9th due to a lack of response.
  - On August 2nd, the customer returned with additional information, providing details about their devices and the audio interface in use. On the same day, the customer lodged a complaint with the *********************************************. Unfortunately, we were unable to address the customer's concerns at this point.
  - On August 3rd, our agent, Vix, requested the customer to provide further information by recording a video demonstration of the issue, enabling us to conduct a more comprehensive investigation.
  - Since then, our agent has diligently worked to pinpoint the issue by requesting videos, suggesting alternative audio interfaces, and recommending the use of a dedicated audio interface for the iPad. The ticket was subsequently closed on August 9th, with no further response from the customer.
  
  We acknowledge that there is room for improvement in our agent's responses and troubleshooting skills. Throughout this process, our agent exerted their utmost effort in seeking additional information to resolve the customer's concerns. Unfortunately, it appears that the customer did not possess the necessary equipment to explore our suggestions and determine whether the app issue was linked to their audio interface. We want to underscore that extensive testing on our end has shown that our apps typically do not exhibit such issues.
  
  Once again, we sincerely apologize for any inconvenience our customer encountered with our product. We are committed to providing ongoing assistance, provided the customer allows us to address their specific issue. We recognize the need to enhance our customer service and are dedicated to delivering an improved customer experience in the future.

*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. ↩