Complaints

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

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  Music Tribe

  901 Grier Dr Las Vegas, NV 89119-3702

• 

  Music Tribe

  5270 Procyon St Las Vegas, NV 89118-1742

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:06/28/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  Using the companies latest channels for communnication, occuring between June 1st and June 28th, 2024, our company (presently owning numerous "Music Tribe" products) is requiring customer support, retail support, and technical services; we have been completely ignored. Near the beggining of the ***** pandemic, "Music Tribe", with no prior warning, completely changed their distribution network and business model. As such, they totally revamped their distribution and retail model worldwide. Based on my 35+ years of experience in this industry, Music Tribe's new structure/business model lacks actual customer service and support; this area of their business has completely dimminished in quality: i.e., .prior to "Music Group" (technically) selling the company to "Music Tribe" in around 2019-2020 customer service actually use to be 'pretty good'.

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted Music Tribe on August 19, 2023 about a warranty issue. Their customer service is super slow and managed only by one person who is always out of office. After 2 months I was able to get RMA issued. I mailed in the product to be repaired and they said it will take up to 5 business days. Now, over a month later, no product, no responses to my inquiries, ignoring me altogether. So I am out of product and not sure what to do. Very unprofessional and I don't understand how they are allowed to operate in the US.

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Date of transaction: July 01, 2022 Amount Paid: $503.17 Nature of Problem: This device failed to operate correctly after 4 months of use. Manufacturer states there is a 3 year warranty. I reached out to try to start a warranty claim. After attempting to initiate a claim, I was given multiple tasks to complete before they would help me. I did each and everything that was requested of me and then I was ignored for over a month before I escalated the situation. Finally they issued an RMA and gave me an address to send my device to be repaired. However the device has been sitting in a warehouse for over 2 months without any progress. I have reached out numerous times to get an update or an estimate as to when I can expect to have my device back (the most critical piece of hardware in my setup) and they can't/won't give me any time frame. Each time I have called ******************* contracted to do MusicTribes repairs) they inform me of how often they have issues with this company and unfortunately can't do anything until they get parts. There is NO estimates of when they can even be ordered let alone when the parts will arrive. This device has NOT worked properly since November of 2022 (4 short months after purchasing). I have not been able to use this device for almost 8 months and there is NO indication or estimates as to when or even IF these parts will ever be ordered. This was a $500 investment that is a critical piece of my content creation (one of my jobs). This is completely unacceptable and I have tried requesting a replacement as well as requesting a refund but NEITHER are an option. I NEED help resolving this issue. Amazon.com order number: 113-1345142-6920217 Product information:Serial Number: *************?Product: GO XLR?RMA Number: ******?

• Initial Complaint

  Date:05/05/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Bought a $4,000 digital mixer for audio production business from retailer sweetwater. The mixer is to be registered with Music Tribe as they are the ones who own the brand "MIDAS" mixers. I made an account and registered my 1st mixer to comply with warranty requirements. This mixer experienced issues within the first 3 months and i was able to RMA the original mixer back to the retailer, who swapped it out for a different mixer. This brings me to my issue. I attempt to login to my account that the original mixer was registered with so i can de register that mixer and register the new one to comply with warranty requirements. Except when i try to login their website says my account "needs to be verified". I hit the button and it says wait for an email. I get the email and it says "verified". Finish filling out your info. This leads to a page with font errors (downloadable font: rejected by sanitizer) and there is no way to "complete" the info filling out process for my account. even though i already did it months ago successfully. Normally, i would leave this to the company itself to solve. BUT. They refuse to provide any support email. they refuse to provide any phone number. In fact this page right here is the first time ive ever seen a phone number for this company. So the only way for me to get in contact with the company about not being able to log me into my account, is to log into my account.........This circumvents the warranty registration process and is extremely predatory. They can save thousands upon millions by stringing people along with poor website design. so these customers cannot register their devices to receive the warranty support they are entitled to.

• Initial Complaint

  Date:05/01/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Save yourself some frustration. Just to get a support ticket, you have to register, then get on your email to finish registration, which requires you to check a few dozen boxes that dont work very well. There is no customer support phone number to call, which adds to the frustration. I would rather have needles shoved into my eyeballs than deal with a company that has this much incompetence. After spending nearly 2 hours trying to get the registration process completed, and fill out the support form (more and more buttons that dont work). But, you cant proceed until all the buttons are clicked (even if they dont apply). Really? Can anyone just give me some assistance. I just need a power cord for my ******. The website is c*** Ive wasted almost 2 hours for the website to work.Symptom L2 is on some weird loop.There are 3 more symptoms I must click prior to submission. Argg!

• Initial Complaint

  Date:01/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My TC Helicon GOXLR was having issues. I contacted support and they sent me to this company. After a loop of nonsense "troubleshooting" they tell me I have to mail it in for repairs so I do. And that was my biggest mistake. It's been 2 weeks now, and every time I ask for an update, the guy just sends me the same exact email of him reaching the "support tech" of "Customer requests an update" and I'm getting nowhere.

• Initial Complaint

  Date:11/14/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 Midas MR-18 in 2021. In April of 2022 it developed a problem so I reached out to Music Tribe for repairs. 8 weeks later they finally responded and told me where to send it for repairs and the repairs should take 10 days. It has been 5 months since I sent the product for repairs and it is still not repaired. They agreed to issue a full refund for the product so I filled out the appropriate paperwork. They informed me it would be up to 72 hours to receive the refund. It has been 4 days and they have completely ignored any emails for updates on my refund. I have emailed them twice since the 72 hour cutoff for an update and they are ignoring me. If it was $20 I would let it go but they owe me $878. I have spent almost $1,000 renting another product to use until they repaired my item, and they have zero interest in expediting the repairs/refunds and have now completely ghosted **** want my money.

• Initial Complaint

  Date:10/21/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 an x32 rack from new stock 2022, but the company doesn't have ANY updated software to make his $1699+ unit USABLE with any Mac products. What good is this rack with just the tedious push button screen, and no integration into Mac, iPhone, or iPad, A MAJOR SELLING POINT for this product, which is ENTIRELY UNUSABLE.

• Initial Complaint

  Date:10/07/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 sent a product in made by Music Tribe, their TC Electronics line to an authorized service center from their list. The authorized repair center after 3 months of having my product cannot get Music Tribe to supply the part needed for repair. Music Tribe makes it impossible to reach anyone at the company, through Chat, phone or email. I cannot even get there registration service for email to work.

• Initial Complaint

  Date:09/28/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 had property of mine for over 2 years to be repaired. It was recently returned not repaired. I also have several other modules that need repaired as well. Practically no communication.I own over $25000 worth of mixing boards that were discontinued in 2020. The company is obligated to provide parts and a repair option for many years after discontinuation due to consumer protections in which I was told by their service manager ************************* a few years back as they were repairing my modules on a regular basis although repairs generally took up to 4 months to get back. After a very long wait for my last repair to be done the service manager ************************* informed me they were no longer doing repairs and the test jigs were destroyed. The test jigs allow separate modules to be repaired without sending in the whole mixer. Some of these mixers weigh 400 to 500 pounds in a case so its not practical to send the whole mixer. ******* felt bad about the service and treatment I received so he offered to pay to have one of my large frame mixer picked up and he was going to have all my modules repaired at no cost to me. I have tons of emails saved from this company as they've tried to cheat me on other products that have a 10 year warranty that are ongoing. I can't reach them and ******* gave me his number at **************. Call it - his voice mail is still active. In the process I've recently tried to reach some of their so called service centers and none of them have test jigs to help repair the modules so at the very least I'd have to send them the whole mixer and case which is not practical which is why they have 8 channel modules that are easily removed from main board and shipped. The service centers also say they can't get the parts from the music tribe anyways. ******* and other have told me that the parts are all common grade and obtainable from electronic parts suppliers. I'm so frustrated now as they also blocked me from my account. More to say !