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Business Profile

Sound Systems

Presonus Audio Electronics

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.
  • 3 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:03/10/2025

    Type:Customer Service 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 bought the Presonus Audiobox Studio Bundle at *** ******* ****** ***** in Cullman, Al. The software product code is: *********************************** My software install disk came damaged in the box so contacted Presonus and they said I needed to register the bundle, to download software to run the product, which I did as requested. I originally paid for this product, which included a software install disk, at *** ******* and I cannot use this product due to Presonus not wanting to release the software that came with it in the box, without charging extra. They are refusing to release the software to me without charging me $149 extra for the software install disk that came damaged in the box that I already paid for when I bought the product at *** *******. I don't understand how I can use this product that I paid for without working install software, and I don't believe I should have to pay extra for software that came in the box. I would appreciate any help that you can provide for me in receiving the software from them without charge. I feel they are not standing behind their product.

    Business Response

    Date: 03/13/2025

    The customer purchased a used product from a thrift store and the software that it came with is very old, is still registered to the previous owner, and will have problems running on her operating system.  We upgraded her to a newer version of the software that is now in her account and available for download.  We have provided installation instructions.  We have an open ticket with the customer and would be happy to assist with the installation of the newer version of the software that we provided as well as her audio interface. 

    Customer Answer

    Date: 03/16/2025



    Better Business Bureau:

    Thanks to the business for their quick response.

    I have reviewed the response made by the business in reference to complaint ID 23041390, and find that this resolution is satisfactory to me.




    Sincerely,



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

  • Initial Complaint

    Date:03/04/2025

    Type:Customer Service 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 spent over $500 in this company's products and software. I have been trying to create a support ticket to answer some MIDI questions that are either not on the website or Youtube, they refer to menu options I do not have and I basically am very new to using my 25 year old drum machine (which is being recognized by the software) but in a nutshell I spent about 6 hours pasting in drum patterns and when I tried to playback it just continues to play back the last pattern inserted.
    It is a simple question but they do not take calls and their website's support ticket system has now failed for the 8th time in 2 weeks. I JUST WANT SOME HELP WITH FEATURES I PAID FOR

    Business Response

    Date: 03/04/2025

    Customer's account-related issue with submitting tickets was resolved.  We created a ticket for the customer to assist with the Technical Support issue.

    Customer Answer

    Date: 03/05/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID 23010700, and find that this resolution is "satisfactory"



    Sincerely,



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

  • Initial Complaint

    Date:01/31/2025

    Type:Order Issues
    Status:
    Answered
    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.
    Charged for membership, despite Ir expired and I have not renewed it.
    I DEMAND FULL REFUND

    Business Response

    Date: 01/31/2025

    The consumer has been made whole to the extent of our responsibility to do so.

  • Initial Complaint

    Date:06/10/2024

    Type:Product Issues
    Status:
    Answered
    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 these speakers which are under warranty. I contacted the company and informed them that the speakers are not operating and never received response. I had to pay a shipping fees to send them for repair since this company neglected to respond.

    Business Response

    Date: 06/24/2024

    The consumer has been made whole to the extent of our responsibility to do so.

  • Initial Complaint

    Date:08/08/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 made many attempts to update my payment card info, it does not update at all, then the program does not open and I end up losing all my data, this has happened plenty of times and customers are sick of it, they never return a response, and when they do instead of repairing the issue, they tell the client to cancel subscription and re subscribe, and we still end up losing all our work and customers recording, this problem needs to be resolved now I have work to do and I'm now losing a lot of money for to this issue. I will file a lawsuit if this problem is not resolved this is the only company anyone has issues with, as far as payments and updating payment info

    Business Response

    Date: 08/09/2023

    The concern raised by this customer was due to a processing issue with a third-party payment vendor. The matter was promptly resolved, and the customer experienced no lost access or data.

  • Initial Complaint

    Date:05/11/2023

    Type:Product Issues
    Status:
    Answered
    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.
    On March 30th after the request of Presonus Sphere Ticket response to send my Presonus StudioLive AR12 to a warranty listed company called ***** *********** ******* I paid $98 in shipping to send my board. On April 5th, FEDEX confirmed the board was signed by an employee. I have been in communication with ******* by phone and email. The last call made, I was told that Presonus had to send a part to fix the hardware issue. When I call each time, I am told ***** *********** ****** doesn't have the part to fix it. I contacted Presonus customer service today and basically being told, I need to deal with ***** *********** to get my board back. In the warranty agreement, it states if the equipment has a hardware issue and not repairable, that Presonus should provide a new board. It has now been over 30 days and I need my equipment back immediately. This entire time, I had to purchase another board so I can do my remote and studio shows.

    Business Response

    Date: 05/12/2023

    Customer purchased the item on June 25, 2021.  Customer contacted us on March 28, 2023. Customer had a one-year warranty on the device.  Customer needs to talk to the authorized service center that has the device to discuss the cost of having it repaired and the logistics of having it returned.  This device is out of warranty.  The customer also discussed taking the device to a "Tech."  Opening the device by a tech that is not an authorized service center also voids the warranty.  

    Customer Answer

    Date: 05/13/2023



    Complaint: 20044235



    I am rejecting this response because: First of all. This is a manufacturer "DEFECT". It wasn't anything caused by usage, because I wasn't able to use the equipment. When I took it to another tech, it was to simply connect the board to see if i was doing something wrong. No repairs at all were performed. The third party company accepted my warranty paperwork. Review the file of email communication attached. I am requesting you honor your damaged equipment from the manufacturer by replacement. 



    Sincerely,



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

  • Initial Complaint

    Date:01/04/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 is a warranty repair complaint for a Presonus sr live 12 channel studio mixer. I sent it for repair which they received on july 19 2022, at the company's authorized repair facility. The repair was for a volume fader port. Presonus keeps claiming the part is lost in shipping, but somehow other parts from the company make it to the repair location. I have owned this for a 18 months and of those 18 months a 3rd of the time i have owned it has been sitting on a shelf awaiting repair.

    Business Response

    Date: 01/20/2023

    After repeat shipments of the part needed to our authorized repair center were either lost in transit or misplaced by the Center, PreSonus issued a repair authorization for the customers unit to return to our Headquarters for repair.  PreSonus also issued a paid shipping label so there would be no cost to the customer.  All repairs are also being covered under warranty.

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