Spark Controller and the Worst Customer Service.
-
I've had/made several successful compaines/businesses over the last 30+ years. From Dental Offices to Realestate sales to a 28,000sqft Antique Store.
Bought my first spark amp Feb 28, 2021. It was unique and I was impressed. I gave it away to a young man learing to play electric guitar at church in December 2021.
I let him try it out and when i saw the excitement in his eyes and that it was soon his birthday...On Feb 22, 2022 I purchased a replacement for myself and added the SPARK CONTROLLER.
Right away logistics issues. Amp arrives but website says Controller should have been with it. All one tracking number. Contacting customer service is a nightmare. Delays in response, conflicting information. A month later the controller arrives. Customer service still is confused.
Now to set it up and try it out. It doesn't show up on several android devices. Chat recommends updating firmware on app, device and amp and says that will fix it. Nope only wastes hours of my time.
Tier 2 Support with WeiTing says the same thing and has me send pictures of the screens, serial number stickers, etc...! After receiving everything WeiTing then expects me to fill out long forms for a RMA as it needs repair... WeiTing promisses they will fix it and have it back to me within 10 business days once they receive it. Controller was sent back on 4/28/22 and delivered back to Positive Grid on 4/29/22.
On May 24, 17 business days later, an email from WeiTing Claims that Logistics needs confrimation of where to send my repaired controller. After sending me two amps and controller and return RMA label, they don't know where to send the repaired unit... I confirm my address to in a subsequent email to find out my controller is "BACK LOGGED" at their warehouse.
I say its time to get their act together and for Exec Office to fire some extremely incompetent people. I had high hopes for an acceptible resolution. On a scale of 0 to 10 I give Postive Grid Customer Support a Zero,0, . They have been useless from the start AND horrible and dishonest in their communiction and claims. Unless changes are made I expect their failing reputation to destroy the company and possible a very good product in the Spark 40 amp. Time to find another controller.
-
@alex-resnansky Yes horrific management in general at least on their hardware side. I've had a Spark 40 for the past couple of years, only took a year or so to get it (after prepayment of course), luckily it's been pretty solid despite a few updates and both iOS and Android 11/12. Now I've been waiting 4 months for the Controller but have lost interest, except there's no way to cancel the order online...of course. I guess I could open a ticket but how much you wanna bet as soon as I request cancellation it'll magically show as "shipped"?
-
@alex-resnansky please, community, have a little understanding, the personal in this company is too busy trying to keep this forum free from spammers, scammers, thieves and criminals. As you can see, it is the cleanest forum in whole internet. An example to follow. A pleasure to visit it.
-
@alphasportstv Update: my control pedal showed up unexpectedly last week (only took 4 months!). Frankly don't know what to do with it or why I ordered it but whatever, seems to work ok. Only really stupid thing about it is the charger cable is a USB->coax barrel...why the hell not just make it an industry standard USB-C or even Micro USB at this point? If you lose this cable you're basically screwed.
-
@alphasportstv
(Only) good news is you can use any standard, real pedal power cable to charge it. Works perfectly fine. Mine is always fully charged, on a shelf, for me to look at 😁 -
@dan-lawrence haha yes good point! Mine's sitting fully charged as well. Inert, but charged ;)
-
I've had an eerily similar experience with Postive Grid's "support" via WeiTing.
After a few months of no issues, suddenly nothing but white noise from my Spark, went through a month of song and dance to RMA it. After about 6 weeks I received... my amp back? A replacement? Impossible to know, as they had removed the serial number from the back.
Played it for a few days, and... boom. Same problem appears. Nothing but white noise. They wanted me to go through the SAME procedure again, but this time said they were back-ordered so wouldn't have a replacement or time-frame. I asked for a refund or credit towards another product. They refused.
Moved on to a completely stable Laney practice amp with Tonebridge and bluetooth, which I love.
I've now thrown out this promising, but completely half-baked product. Literally in the bin. This company (or at the least their admin and CS) is garbage.
-
@adamlstern
Which Laney did you get? Thinking of eventually replacing my own Spark. Been looking at a Boss Katana Practice Amp; however open to other options.My own Spark 40 has not had a single problem, and sounds great; however I’m truely using it as a simple practice amp, and seldom open the Spark App now that I have my four workable practice Presets downloaded.
-
@dan-lawrence I picked up the Laney Lionheart Ministack bluetooth. Works well for me - small, battery or ac powered. Not as many bells and whistles as the Spark. You're fortunate your Spark still works - while mine did, it ticked all the boxes for me.
-
@adamlstern
Thanks! I’ll check it out. -
@rex-progrock Hey everyone. Caitlyn from Positive Grid here. I hop in here when I can, and am working on making this forum a priority/finding a full-time moderator. If there are questions I can answer or clarity I can give, please feel free to shoot me a message. I'll do everything I can to help all of you and be as transparent as possible. I unfortunately cannot find solutions and accurately respond if these messages are hateful, inappropriate, unclear or cruel in nature. I understand that issues with technology and shipping can be upsetting, really. And because of that I want to find you solutions. Let me know how I can help you guys.
-
@jtdscrap I'd like to help you out, let me just get all of the details.
Who have you been messaging with no response? I'd be happy to get you direct touch with support or a product developer.
-
@jtdscrap Got it. I would suggest reaching out to our support with issues, rather than me through the forum. I can connect you if you'd like.
-
@gary_hutchings Not sure I understand, but we're working on reducing spam and removing any flagged or spam users.
-
@caitlyn-mcguire Thank you for your diligence and attention. You're doing a good job cleaning up the forums, which had become a bit overrun with spam and a few abusive users.
-
Caitlyn. Thanks for cleaning up the forums, but there is no reason for a professional to not answer an inquiry or comment, no matter how inappropriate, cruel, venomous, or whatever.
I've been responding to readers of my articles for over 25 years now, and have endured everything from being called ignorant and an imbecile to being accused of accepting bribes. Simply ignore the emotion, answer the question or address the accusation in a level-headed manner, and you'll disarm/win over all but the most ignorant or zealous customers. Many will be contrite after they realize there's a real person on the other end.
Most people are just venting. Not responding, arguing, or scolding only fuels the fire and provides them with further ammunition for their complaints or suspicions.
You can also, at times, gain insight into what you or your company may be doing wrong or could be doing better.
Don't take it personal. Think of yourself as a therapist! It helps. As does wailing on a punching bag once in a while. (My personal solution) ;-)