Complaints

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:04/27/2023

  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 standard edition($149) of the companies ***** product and it had an upgrade option to unlock to the full MAX($199) *******. After using the product for a while to determine if I enjoyed it I went to upgrade but now the upgrade option is missing. I sent an email to their customer service asking how do I upgrade to the Max ******* and was told I would have to rebuy the product at full price of $199. This did not sit well with me because its essentially forcing the end user to pay full price to only receive a portion of new content that they already purchased. I was told by the employee sorry about your luck, but that was the only option. I was a bit upset about the email correspondence so I went to the companies forum to explain the situation, maybe to get a bit more of a resolution, only to be told by their main forum moderator ******* who goes by the title Kingpin, that was in fact the policy, I explained you are forcing existing users to double pay to upgrade where as a new user would only have to pay once, he didnt reply, but another user chimed in with the same disappointment and then the forum post was deleted from the forum. Upset due to this extremely poor handling of the situation and the fact that they are double charging customers, I reposted a new post in the forum again explaining the situation this time it didnt get to see the light of day it was deleted immediately. It is like they are hiding this situation from others seeing it. I feel this is a totally unfair business practice. For me to get the full product I would have to spend $348 to get the MAX ******* where as a new user would only have to spend $199, I sent another support ticket with no response and also sent a private message to ******* asking why mosts are being deleted also with no response.

  Business Response

  Date: 05/11/2023

  Hello *****, 

  My name is ********************* with ** Multimedia Support. Regarding this complaint, we have spoken already via your Support ticket with ** and from my understanding, all has been resolved to mutual satisfaction. 

  Please advise if you have any further concerns regarding this case and I am happy to assist. 

  I have copy/pasted our discussion from your Support ticket with us for full clarity on the discussed resolution:

   

  ********************;posted 5/2/23, 6:43 PM 
  My name is *********************, I am the Support Manager for ** Multimedia.
  
  Sorry to read about the situation here. ***** was on introductory pricing when you originally purchased and unfortunately, that ********ed pricing has expired. Please note that the difference between ***** and ***** *** is not small, so while there is some duplication of content technically, it's important to note what is gained here. The difference between ***** and ***** *** is the number of models provided. ***** comes with 400 Premium Tones while ***** *** comes with ***** Premium Tones. That is 700 additional tones!
  
  It is also important to note here that the price you are seeing is because you are logged in and seen as a current user. The price for you to move into ***** *** is $199.99 but the price for a new customer is $299.99. If you logout of your User Area and view the ***** page, you will be able to confirm this.
  
  ***** webpage:
  *****************************************************************
  
  Note that current users typically have JamPoints saved up to further ******** a purchase.
  
  Regarding the ** Forums, some of the terms used go against the rules of the forum which are agreed upon during signup. Using words such as 'manipulating' in the subject violates such rules and that is the reason why the post was ultimately removed. Additionally, your forum post did not reflect your Support ticket interaction as I read it. At no point did we say "tough luck" or similar comments. Aside from this ticket, the interaction was short and brief where our rep stated similar to the above, that ***** was on intro pricing and then commented on being able to use JamPoints. You replied stating it was a high cost for you at this time and you were looking into other options.
  
  I am sorry to read that this situation has morphed into something bigger than it needed to be. We certainly appreciate your interest in ***** and we are happy to work with you here to make that happen. If you would like to upgrade, I am happy to gift you further JamPoints to bring the price down to its lowest via JamPoints. At $199.99, you can apply 60 JamPoints, bringing the price down to $139.99. I can gift you these JamPoints as a good middle-ground resolution to your expressed concerns and for any frustrations experienced.
  
  If this sounds reasonable to you, please confirm and I will update your account with the additional JamPoints.
  
  If I have missed some communication here that has lead us to this point, please provide further details for my review and deeper understanding.
  
  If you have any questions or concerns, please let me know.
  
  Thanks.
  
  *********************
  Service / Support Manager
  ** Multimedia. Musicians First.
  email: **************************************************
  
  www.ikmultimedia.com
  
  Check our FAQ section for quick answers 24/7! Visit *******************************************
  Access your ** User Area here: ************************************************
  Join the ** Community! - *********************************************
  ** Product Manager - *******************************************************
  
  
  
  
   Closed by ********************;with status of Answered 5/2/23, 6:43 PM
  
  ***** grimes posted 5/2/23, 6:52 PM 
  Yes, please proceed. 
  
  On Tue, May 2, 2023 at 6:43?PM ** Multimedia Support Team ***************************************> wrote:
  
  
   Reopened by SYSTEM 5/2/23, 6:52 PM
  
  ********************;posted 5/2/23, 7:10 PM 
  Thanks for your reply.
  
  I have gifted you 60 JamPoints to your account, which gives you more than enough to apply the max ******** of 30% via JamPoints towards ***** ***. :)
  
  Again, sorry to read about any frustrations. I do hope you enjoy the full ***** ***, there is tons of great models in there!
  
  If you have any questions along the way, please let ** know.
  
  Thanks.
  
  *********************
  Service / Support Manager
  ** Multimedia. Musicians First.
  email: **************************************************
  
  www.ikmultimedia.com
  
  Check our FAQ section for quick answers 24/7! Visit *******************************************
  Access your ** User Area here: ************************************************
  Join the ** Community! - *********************************************
  ** Product Manager - *******************************************************
  
  
  
  
   Closed by ********************;with status of Answered 5/2/23, 7:10 PM
  
  ***** grimes posted 5/2/23, 7:49 PM 
  Thank you for your help! 
  
  
  

  -------

   

  Thanks.

  ********************;
  Service / Support Manager 
  ** Multimedia. Musicians First. 

   

   

  Customer Answer

  Date: 05/12/2023

   
  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

  Date:03/11/2023

  Type:Product 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 made a purchase from IK Multimedia on 2/16/2023 Order No. 2023US491161WEB for ****** plus tax for a total of ******, I requested a cancelation of the order the same day before it shipped, I have an email accepting my cancelation a few days later the item showed up at my house. They claimed it was sent by mistake. I then requested a return for refund. They accepted and provided me with a shipping label so I sent it back and they received it on 2/27/2023 and I keep getting the run around on my refund so I have around 20 email exchanges about my refund and they keep giving me excuses, I then received an email from ***** W and he claimed he was a manager and refunded my money, in his email it says he is a support supervisor. I have checked my account a few times since then and there is no refund. They are playing games and have no intention of refunding me. I can provide numerous emails of then making excuses. I have attached the return shipping so they cannot claim it wasnt returned. I will need a refund asap and they will be getting numerous 1 star ratings on legit review websites and will escalate this as far as I need to.

  Business Response

  Date: 03/17/2023

  Customer was refunded on March 10, 2023. Please see the attached receipt. 

• Initial Complaint

  Date:02/16/2023

  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.

  I have a $749 IK Multimedia Uno Synth Pro. The company did not label the front with rear connections so I had to tip it forward to plug something in. The key barely touched the surface and it snapped in two. It is just out of warranty. I wrote several times to the company to buy a replacement keyboard or key. They have merely said "unfortunately we do not carry that part. If you have any other questions, please let us know." This is unacceptable. This product is still being sold. There is no way that they wouldn't have the part, and if they don't, then they are irresponsible. Their only solution seems to be to throw it in the landfill, as it is non-functional without this simple item. Tech support has been **** and unhelpful. Throwing a $750 keyboard in the landfill because this company can't get a replacement part for a unit it still sells is unacceptable.

  Business Response

  Date: 02/17/2023

  Hello ****, 

  My name is *********************, I am the Support Manager for IK Multimedia. 

  Sorry to read of the situation here. Looks like things got off to a bad start with some misunderstanding on warranty status. Once your account was located properly and the receipt provided, we were able to verify properly and provide warranty service. I see from your current ticket with us that this is all in motion now for you. 

  There was some misunderstanding on *******'s behalf when it comes to what services can be provided for repair. We do apologize for this and certainly understand your frustrations. We use these opportunities to learn and grow and provide a better experience in the future. 

  With the exchange now in progress, please let me know if there is anything else I can assist you with. 

  Thanks again for your purchase and we hope this replacement unit gets you working happily again and focused on your music.  :)

  Regards, 

  ********************;
  Service / Support Manager 
  IK Multimedia. Musicians First. 
  email: ************************************************** 
  
  www.ikmultimedia.com 

   

   

• Initial Complaint

  Date:12/28/2022

  Type:Product 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 bought a digital product through paypal, it does not work as intended, *** requested a refund to my paypal several times, i keep getting ignored and asked how they can help, im on my 10th email. They cannot help other than refund my money.

  Business Response

  Date: 12/28/2022

  Hello ****, 

  Sorry to read of any troubles with your recent purchase of AmpliTube 5 *** and of your experience with our Support team. I have reviewed your ticket and understand that we did agree to provide a refund as of this morning, December 28th. The refund will be taken care of shortly and upon notice, we will remove the AmpliTube 5 *** ****************** style="font-size: ********;">from your account. 

  We apologize for any inconvenience or frustrations. 

  If there is anything else I can assist you with, please do not hesitate to ask. 

  Thanks and I hope you have a wonderful New Year!

   
  

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

  Support/Service Manager

  IK Multimedia

   

  Customer Answer

  Date: 12/28/2022

   
  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

  Date:10/13/2022

  Type:Product 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.

  [ 2022-****]Axe I/O , Amplitube 5 **** ***** ****************** Order Info Date: 2022-10-01 Order# 2022US432420WEB Shipped: 2022-10-03 SKU Product Description Qty Unit Price Total CB-AXEIOAT5-HCD-IN AXE I/O AmpliTube 5 ******************** 1 ****** ****** Sales Tax TAX ***** Payment Method: CREDITCARD Payment Terms: Advanced Total Amount Excl. Taxes $****** Total Amount $481.49 [ 2022-**** ] First Support Ticket Sent IK WEBSITE REQUEST: Account Issues [#*******]Issue: When the bundle was purchased half of the software was authorized and half was not. The site gave no indication as to what to expect so I assumed that something was wrong.Support Response:Hello ******,Thanks for your patience while we got back to you.You must register your AXE I/O unit first. The registration card in the packaging contains the serial number. Once received, register the serial number in IK Product Manager.[ 2022-10-5] Second Support Ticket Sent because I still could not download tones per my purchased *******.Issue: After registering hardware (AXE I/O) I received the ***** Max ******* in my IK Product manager, but I am prevented from downloading any User Tones with a 213 Error.-No Response From Support [ 2022-****0] I Comment on Reddit where one of their employees responds to me URL: https://www.reddit.com/r/IKaudiophiles/comments/wrwn2x/the_dumble_in_tonex_hear_the_real_amp_and_the/iroe3qs/[ 2022-****0] I reply via email again to the original support response initially received on **** Issue: Lack of response, still unable to use the software purchased.Please see attachment for rest of the issue.

  Business Response

  Date: 10/13/2022

  Hello ******, 

  My name is *********************, I am the Support Manager for IK Multimedia. 

  I am sorry to read of your experience with our Support team this past week. We appreciate your patience throughout your interactions with the team and do apologize for any delays in communication and certainly for any frustrations. 

  After reviewing the ticket, I am happy to see about the progress made today. I understand the exchange of the hardware is under way while also resolving the concerns surrounding access to the ***** content. 

  Please let me know if you have any remaining concerns regarding your new IK products, I am happy to assist.

  Kind regards, 

  ********************;
  Service / Support Manager 
  IK Multimedia. Musicians First. 
  email: ************************************************** 
  
  www.ikmultimedia.com 
  

   

  Customer Answer

  Date: 10/14/2022

   
  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.  I appreciate that they resolved the issues that I was having and I am able to enjoy the product now!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:09/29/2022

  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 ordered a product and registered the only number they gave me and it was not included, and there is no way to talk to someone. I ordered AmpliTube **** and many, many amps are still not available. tone net does not recognize me and puts white noise. I would like to return my items or get what I paid for. It is a digital product, but they will be able to see that I have not downloaded anything I did not already have. I spent over a thousand dollars. I also got speakers, they are registered. I will gladly send them back if I can't get the software I was promised.

  Business Response

  Date: 10/04/2022

  Hello *****, 

  Sorry to read of the situation surrounding your recent purchase! I was in contact with and assisting the other rep you spoke with this weekend, *********, regarding a resolution to these concerns. Per your email thread with my colleague, the Total Studio 3.5 *** serial number was provided to you directly since it appears you only received the single registration card for your bundle. We do apologize for the oversight there as it lead to this series of emails and exchanges. Both serials should have been included there and allow for you a seamless registration process to get your included bundle software. As a sign of good will surrounding this concern, I would like to provide you a 25% promo code you can apply in the future with us in our web store. Simply insert the promo code "SAVEIK25PH" into the Promo Code field to receive a discount on your order. 

  Are you now working OK with your all of your new IK products? Please let me know if you have any questions or concerns that remain, I am happy to assist and get you working properly with your products. 

  If you are working properly here, we kindly ask that you assist in closing out your dispute here. 

  Thank you. 

  ********************;
  Service / Support Manager 
  IK Multimedia. Musicians First. 
  email: ************************************************** 
  
  www.ikmultimedia.com 

   

   

   

   

   

  Customer Answer

  Date: 10/05/2022

   
  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 will avoid doing business with your online store due to the horrible customer service. It took 16 emails and constant canned responses/wrong information. I have left a 3 out of 5 stars rating since while you finally helped me, a 10 minute phone call would have saved me and your staff hours. 
  
  Sincerely,
  
  *********************