Complaints

This profile includes complaints for Grace Digital Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Grace Digital Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Grace Digital Inc

  11870 Community Rd #200 Poway, CA 92064

• 

  Grace Digital Inc

  12520 Kirkham Ct Poway, CA 92064

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:03/04/2024

  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.

  This company has a terrible track record for supporting their devices. I have an encore radio which still works perfectly. In December the company released a new app that only works with the latest version of the radio. It says in the App Store to use the older app if you have an older radio. But they have deactivated that older app. If one is using an android device, there are no issues. There are three working versions of the app for android. The company response is to simply throw out your radio and spend about $300 buying a new one. Oh, but only Apple people have to do this. This discriminates against half of the operating system users out there. The new app has horrible reviews. People are very angry that it will no longer work with their older devices, and there is now no app if you have an Apple device. If they do not wish to support Apple products, then do not tell customers to download an app that no longer works. And dont treat customers like idiots. If they cant figure out why the directions dont work. Most of us are pretty tech savvy, and we knew something was wrong.

  Business Response

  Date: 03/05/2024

  Depending upon the model of your Encore, you should be able to use one of our apps.  ****** Play and Apple app store each offer 2 versions of apps for our current models, you do not want the Grace Elite app, it will not work with your radio..  We have not deactivated any apps for current models.  If the Encore in question is an Encore+, you will want to use the app with the + in the logo.

  Our customer care team is available by telephone at ************ Monday through Friday 7am-7pm Central Time.  They will be able to help you get the proper app for your radio.

   

  Customer Answer

  Date: 03/05/2024

  I have tried what the business has suggested. Others have tried. IT DOES NOT WORK. The ** Control app (g+) will NOT work. We are prompted to download the new app or we receive an error message depending on the Apple operating system. ALL apps work on Android. Having Grace digital send me a video, showing me how to download an app from the App Store what offensive.

  Business Response

  Date: 03/06/2024

  If you have Encore+, there is no reason you should not be able to use the remote you have been using with it. Your radio should not have received an update in December, only the elite models got an update, which required the new app. We are working with you in our support system, so please respond there, so we can properly address your needs.  

  Customer Answer

  Date: 03/21/2024

  the app works only half the time on both android and Apple devices. Constant error messages and messages to download the newer app because the app does not work with my devices. This is a horrible company that has no idea how to run an app. Software people are evidently clueless and have no idea how to fix these issues. I have been blamed for being too clueless to download and install an app. I would never buy another product from this company. 

• Initial Complaint

  Date:10/30/2023

  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 Grace Digital radio some 8 years ago. The radio has worked fine for one of the two stations that I listen to. The *** station has vanished. My frustration is that I spent some 2 hours on the phone a month ago and the representative assured me that the problem was fixed. It was not and I now see that Grace Radio has stopped providing this service. Grace Radio do not answer the phone - the helpline is unattended it seems. It is impossible to contact them via the website as the log-in page does not work. Maybe they have gone out of business - or maybe they have just made a cynical calculation that once people have purchased their equipment there is no reason to provide any further service as the profit has already been made. If they are still in business, I would like an explanation for what has happened and an apology for wasting my time.

  Business Response

  Date: 10/31/2023

  Grace Digital has been a partner with the *** for over 17 years to provide our customers access to all the *** streams.  However, recently they have changed their stance on companies not actively selling products in ****** as well as how certain devices can access their streams.  Please see their official response to us below:
  
  The *** has made changes to the distribution of *** UK ************** live radio streams to ensure that they can meet the conditions of ***s distribution policy and in particular delivers value for ** audiences.
  
  Alternate solutions for accessing *** radio will remain available to audiences the *** Sounds application for mobile and web remains unchanged, and for connected internet radio devices users will be able to tether *** Sounds to their devices using Bluetooth, Airplay (Grace internet radios do not have Airplay) or Chromecast. Alternatively, for ** audiences, *** stations will remain available on FM and DAB and, where possible, through native internet radio solutions.

  Customer Answer

  Date: 10/31/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *******************************
  
   
  

• Initial Complaint

  Date:08/30/2023

  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.

  Purchased a speaker from this company thru amazon - the warranty ran out and would not entertain to ship me the part to repair - but to ship the entire unit at my cost- which is costly ( the item is heavy and to remove will be time consuming) if the item is out of warranty- why would I need to ship the item to them when they can send the part - it is a 15 min. job to repair. Called today and was on hold for 1/2 hr and automatically disonnected- called again and 23 min **** some picked up and while speaking, they disconnected- called again, waited 12 min. and I hung up.

  Business Response

  Date: 08/31/2023

  We have reached out to *********************** to offer an exchange for his speaker.  There is good reason we do not offer the type of part he is requesting.  To replace this part, it requires a special tool which most consumers would not have readily available. 

• Initial Complaint

  Date:11/12/2022

  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.

  I bought a ************** from Grace Digital many years ago. I now know that this company did not own the servers that the radio used to receive the internet radio stations and did not disclose this information to customers at the time of purchase. The company that owned the servers was sold and the new owners disconnected the servers and my Grace ************** stopped working. These b******* at Grace Digital radio want to hide behind the excuse that it was not their fault that the company providing the servers that their radios operated on went out of business. I agree with that fact. What they should have done and now supposedly have done is to build servers for the radios that they manufacture to operate on but for those of us with older models that relied on the third party to operate are out in the cold. Grace Digital only wants to offer a 35% discount for a new radio to those customers that they screwed by selling a product that they had no control over and did not advise customers of this fact at the time of purchase. When you contact this company they give the same old song that it's not their fault but it is. How can you sell a ************** to the public that you don't own the servers that the radio operates on and not tell anyone? This company deliberately defrauded the public by this deception and they should offer a free ************** to replace the **************s that they built and sold that operated on a third parties server that they did not own and control. Now customers that bought one of the Grace Digital radios that no longer work are left with nothing more than a paper weight.I demand that Grace Digital provide me with a working ************** at no cost to replace the one that they fraudulently sold me.

  Business Response

  Date: 11/21/2022

  Grace Digital Internet radios like all network devices such as smart TVs, smart phones, and computers all require 3rd party services to perform their function. Typically, those services are either free or pay services.  The legacy system that old Grace radios used was launched in early 2007 and was shut down by the 3rd party in 2020 but many radios continued to provide service via the presets.
  
  Customers who were affected by the discontinued 3rd party service had radios that were used as little as 3 years and up to 15 years prior to the disruption in service.  Grace of course appreciates their customers, however, its not financially viable to provide customers brand new free radios after using the radios satisfactory for up to 15 years (14 years outside of the warranty period). Hence, Grace offers a 35% discount to any customer wishing to purchase a replacement radio which now runs off a Grace managed and controlled service.  Customers who purchased radio more recently such as 3-5 years can be provided a better discount with proof of purchase.  

  Customer Answer

  Date: 11/21/2022

  I reject Grace Digitals response to my complaint.  Grace Digital claims that "all network devices require 3rd party services to perform their function".  That claim is not true.  Grace Digital's current **************s operate on a server that they own, operate and maintain.  Grace Digital set up that server and designed their current **************s to operate on that server after the 3rd party that owned the servers that Grace Digital's old, or "legacy" radios operated on were shut down.   Grace Digital manufactured and sold **************s that operated on a 3rd party's server and did not advise or warn customers that purchased their **************s that they could stop working at any time.   Instead, they manufactured **************s and profited off those radios knowing that they could not guarantee that the **************s that they were manufacturing and selling to the consumer would continue to work.

  I would be willing to accept a 50% discount on a refurbished **************.  It does not have to be new; it can be a radio that was returned and then repaired.  I also want Grace Digital to admit that they profited off another company's servers by selling a radio that they did not own the servers that it operated on and did not warn customers of this fact.  I bought Grace Digital's ************** believing that they would always work, and I feel that I have been lied to and cheated by Grace Digital.  I also want Grace Digital to acknowledge if their current **************s will receive Audacy and iHeart radio stations.

• Initial Complaint

  Date:08/26/2022

  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.

  Grace Digital. I have an internet radio from Grace Digital that will no longer search the internet radiosphere.. Apparently they had a 3rd party service for their internet radio and that company no longer provides that service. There was no notice that this was happening. Grace Digitals solution? S**** the customers that have bought their product from 2011 thru 2017. No work around. No software patch/upgrade. Just a 35% coupon for a newer product from Grace Digital, Why in god's name would any current customer want to stick with this company? I have an older Logitech internet radio that still works like a gem, but that has nothing to do with this sorry excuse for a company, Grace Digital. How can a company still be allowed to do business in this country by just deciding to s**** their customers over in order to save money? Oh, I forgot. Capitalism. My bad.

  Business Response

  Date: 09/02/2022

  Reciva a third party company that maintained the server for legacy radios, (not sold by authorized dealers for more than 5 years) was purchased by ********, who made the decision to shut down that division.  Grace Digital was unable to negotiate taking over such, as they just wanted nothing to do with it.  We are very sorry for the inconvenience the loss of ************** has caused for our users The server was shut down for most models nearly a year ago.

  Users wishing to replace their radios are offered a discount code, which given the current state of microchip availability and exorbitant landing costs for products since the Covid 19 shutdown, makes the product, with free shipping, barely above our cost
  If you would like to replace your radio,  please apply Discount code QCupgrade on gracedigital.com to save 35% on your full purchase of any replacement.
  
  
  Grace Digital does not have legal access to the code for the server or for the radio, so it is impossible for us change any software on the radio or the station database.
  
  So while we would like the ability to upgrade legacy radios, we neither have technical or legal access to the code.
  
  A few years ago Grace Digital decided to develop a new generation of radios. The new radios are on a different radio hardware and software platform ( even though the outside housing is the same).  Grace owns the code on the new radio platform and we control the servers, so for all new radios we are no longer at the mercy of a 3rdparty company such as Qualcomm.

  Some very techy people have figured out how to install a new operating system on the radios, we can't do it, but the end user can if they wish.

  https://www.megapico.co.uk/sharpfin/mediaserver.html