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Business Profile

Musical Instrument Supplies and Accessories

Ultimate Support Systems

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Musical Instrument Supplies and Accessories.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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:08/25/2022

    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.
    We were gifted a brand new keyboard stand earlier this year and one support bracket broke and could not hold a keyboard. We called a couple times with no answer and emailed them with no reply so this is our last hope. We have been purchasing Ultimate products for decades and this is the first time something failed. The support bracket is the CMP-485 SUPER CLAMP which we had saved the broken one and now can not find. Hoping Ultimate will see this and correct the issue by sending us a replacement clamp.

    Business Response

    Date: 08/25/2022

    Hello, 

    A request for a warranty replacement was received by our Ultimate Support customer service representative on 8/3/22, and a reply requesting the information needed to process the service claim sent in return on 8/4/22.  According to our records, we have not received a reply to our email asking for the information we need to take care of the issue.   Our service representative said he couldn't find any record of a missed call or voicemail from Mr ****.  We want to get him taken care of, but we need him to provide the information requested in our email to him dated 8/4/22 (attached). 

    Thank you.  

     

    Customer Answer

    Date: 08/26/2022

    Complaint: ********



    I am rejecting this response because: I never received the attached email so it must of gone to spam and deleted. Can you kindly send it again and I will look for it in the spam folder if it doesn't come to my inbox?



    Regards,



    **** ****

    Business Response

    Date: 08/29/2022

    We have sent an email to you and offered a solution to you, but your response tells me that perhaps you haven't received those emails either.  We're trying to connect with you.  Please call us at ************, or please provide us with a number to contact you.

     

     

    Customer Answer

    Date: 09/08/2022

    Better Business Bureau:


    Not sure what happened originally but since contact was made Ultimate has been very helpful in resolving and extending great customer service. Currently awaiting part replacement and I would like to close this matter with a positive feedback.



    Regards,



    **** ****

Ultimate Support Systems is NOT a BBB Accredited Business.

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