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Business Profile

Sound Systems

Definitive Technology

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Sound Systems.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/07/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Amplifier on speaker failed months after purchase (while within warranty). The attempted resolve did not work, and while still in warranty I contacted the company for a fix. They never responded. I tried again months later. No response again. I tried 2 years later (now out of warranty) and they said it cannot be fixed under warranty even though the issue was never resolved while under warranty. Again they stopped responding. I tried again 2 years later (6 months ago) and started a correspondence. It has now been almost 60 emails back and forth and now they say the failed part is no longer made and if I want it fixed its on me cost-wise (at 1/3 the cost of the speaker).

  • Initial Complaint

    Date:10/02/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 complaint is in regards to Definitive Technology Technical Support; BP8080ST [Reference: 230605-000819]. Reference Number: 230816-000402 I sent out an internal amplifier for repair late June and have many e-mails to Definitive Technology support starting 08/16/23. Every response they have sent is that they are trying to get into contact with their repair department. The took payment in full before I sent the item in.I do not know if they have lost my item or cant fix it. They are unable to give me any information on it.I need help getting this issue resolved.

  • Initial Complaint

    Date:03/10/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    Regarding eCommerce Support Reference# ******-000173 and order#...9383. On 2/26/23, I placed an order for two items. On 2/27/23, I saw the same item being sold at a competitors website for a lesser price. I placed my order thru the competitors' site and attempted to cancel my oder with Definitive Technology. During my outgoing call to Definitive Technology , I spoke with a representative named ******. He advised me that my order was already in the process of shipment and could not be canceled, and once it's delivered, then I can send it back for a full refund. ****** discussed the return label process and sent an email with the link to print out the label. Here's the reference number for that conversation with the return label link. Fast forward: The day of Delivey 3/6 ***** cancel delivery due to a shipping error made by the shipper. I've contacted Definitive Technology about the error ,cancellation, and refund. They explained their 10-day refund process , which is fine, BUT my complaint is their unfair practices around refunds. That same day, 3/6/23, they sent an email confirming our conversation. The email indicated definitive technology will issue a refund, and the item will no longer be sent and allow 10 days for a refund to be credited back. A day or so later, I'm called to inquire about the refund and was told they are waiting to receive the item back.At this point, I was frustrated at what I just heard. My refund should not be held up because Definitive Technology shipping error. ************, a definitive technology customer service supervisor, he informed me today 3/10/23 that the item was shipped to the wrong customer, and they were waiting for the item to be picked up before the issued my refund. Why isn't my refund being processed immediately. This is a shipping error on the Definitive Technology part, not mine. When I call them, they refuse to connect me to **************** Any assistance from BB would be greatly appreciated

    Business Response

    Date: 03/16/2023


    Hello BBB team,


    Antwaun is correct that we recalled his order on March 6th, 2023, because we had concerns, he was going to receive the wrong items. We created a new order to ship to Antwaun, but ******* requested we process a return instead.  


    When processing a refund, it can take up to ten business days to issue a credit after the product is received which ******* says we communicated to him on March 6th, 2023.  We let Antwaun know on March 10th, 2023, that his credit would be processed on March 13, 2023, over the phone and in writing. On March 13th, 2023, we followed up with ******* that his credit was processed.


    Please note that we did not wait to receive his order back before issuing a credit.


    We apologize that ******* was disappointed in the delay and tried to communicate with him throughout the process.


    Kind regards,
    Definitive Technology

    Customer Answer

    Date: 03/16/2023


    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:03/09/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    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 contacted Definitive Technology on numerous occasions about an ongoing remote control issue that is no longer working for one of their remote sound bar products. The feedback that received has been:- replacement of remote is currently out of stock - that they will escalate to management and report back to me with alternative solution (never occurred)- that they will give me updates via email within 24 - 48 hours (never occurred)One representative even said that the entire team that handles these requests is on vacation until further notice. The company is still in existence selling other products, but cannot or refuses to adequately address my concerns.

  • Initial Complaint

    Date:02/22/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 been in contact with Definitive Technologies regarding a defective speaker since November. I was asked to wait to return the product till they had a replacement product available with an attentive date of January. Due to the fact I did not have the original box I would have to purchase a new speaker and use that box to return the defective speaker. I did agree upon that as long as they called when the new speaker was available and ready for shipping. On February 1, 2023 definitive technologies called and said a new speaker was ready to ship. They charged my card on February 2,2023 for $999.00. As of February 22, 2023 I have yet to receive that product. I have had several calls and emails to them regarding the issue and I keep getting told that they are looking for a speaker or they are testing one to make sure it is not defective. I have spoke to several supervisors that assure me they will get back to me with a resolution and they have not done that and some just go silent with no more contact after promised call in return with answers.

  • Initial Complaint

    Date:10/17/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 sent out three internal amplifiers from my ****st front tower speakers for repair in June. I was told that I should receive them back by August or September when I contact Definitive technology or the company repairing the amplifiers, no one has any idea of the status or where the items are currently. The reference number for this repair is 220511-000139. If Definitive Technology **************** doesnt have any idea where my amps are and when I contact the number **************** for the repair company does not answer their phone or get back to me from voicemails left, I do not know what else I am supposed to do for any information or status of the repair.

    Customer Answer

    Date: 11/03/2022


    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,

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

     

Definitive Technology is NOT a BBB Accredited Business.

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