How do I cancel my order?



  • As the title says. I think I’m at the point of cancelling my order. Could someone at PG or a customer that has already done this please let me know?

    Thanks.



  • @ed-haslam
    If PG faces mass cancellations of the spark due to parts supply /manufacturing delays in China it might be just enough to take this company under. They have collected millions of dollars in revenue and delivered dozens of units ??
    You would think PG would be updating customers on a weekly basis but they have made a strategic decision not too. This in itself is very troubling. I sure hope this company is financially stable and not using the spark to fill their coffers before they go belly up. The lack of communication, misleading updates and the fact they are still taking in revenue for the spark has all the makings of a company in serious trouble.
    So does one cancel their order to avoid the risk ? Worse case scenario is you would have to rebuy @ MSRP. Mmm



  • @mistreated said in How do I cancel my order?:

    @ed-haslam
    If PG faces mass cancellations of the spark due to parts supply /manufacturing delays in China it might be just enough to take this company under. They have collected millions of dollars in revenue and delivered dozens of units ??
    You would think PG would be updating customers on a weekly basis but they have made a strategic decision not too. This in itself is very troubling. I sure hope this company is financially stable and not using the spark to fill their coffers before they go belly up. The lack of communication, misleading updates and the fact they are still taking in revenue for the spark has all the makings of a company in serious trouble.
    So does one cancel their order to avoid the risk ? Worse case scenario is you would have to rebuy @ MSRP. Mmm

    I’ve already decided. If I hear nothing from them officially then I’ll pursue it via my credit card company.

    Don’t get me wrong, I love their products, but a four month (potentially 6 month) wait is getting a little ridiculous.



  • @ed-haslam it's not the wait, it's the strategic decision to not update the customers while they collect millions in revenue from the spark. It is things like this companies do before they go Bankrupt



  • 110% agree with you. The delays are obviously crappy, but the communication from PG has been atrocious. Step up to the plate and do the right thing. I also feel bad for the (likely majority) of people who dont know about this forum and just buy an amp today, not knowing the full story and expecting to receive their amp shortly. Why do they keep hiding the facts? The only reason i can come up with is they are afraid of order cancellations. That shows me they care way more about their bottom line than the customers they serve. We presumably helped to fund this project with our preorders. We deserve to be kept in the loop. If they were straightforward about it I can be more understanding, but the lack of clear, transparent info from them is what is causing much of this outrage.



  • I did consider placing an order for the Spark, but then decided against, not just because of the waiting time that I read about here, but also because many of it's features, whilst on the face of it sound good, seem a little gimmicky. A little bit like the "guitar match" in Bias FX2 - I'm a pro FX2 user and the guitar match just seems a little gimmicky - I'd be surprised if many people are using it seriously. Similarly the looper in FX2 is far from great in terms of looper capability. I do like FX2 and it's currently my goto vst modeller, having moved from Apmplitube 4, but PG really do need to deliver a lot more than just marketing messages and soundbites. Good luck with all of your spark orders!



  • I totally agree with what everyone’s comments.

    @felix Can you please comment on the refund process.



  • @mistreated you hit the nail on the head...if I don't get some sort of reply whether it be personal response or some public statement I'm going to..,... hmm you've really made me think. Do I want to be partly responsible for a landslide refund rush that puts them out of business? That's a load of bull... if they made some sort of public statement the orders would trickle to next to nothing. But people wouldn't be so quick to get a refund and they could catch up. This silence therefore is indicative of someone who's going to take the money and run.!



  • With the ever increasing speed of technology and the company's shipping delays the Spark amo will be obsolete and on sale on Amazon for half the price before I even get it!



  • @mistreated I received two emails from PG yesterday. I am in the 'power supporter" group having ordered in November. Both emails gave the latest revision to the shipping schedule would be in the order received "throughout March and April" with units for other levels to follow". The email in the morning though blamed "delays due to component and assembly shortages over the past month". The email later in the day blamed "delays due to staffing and assembly shortages over the past month". I am 3 months in at this point.



  • @donramsay
    which has to be asked now, what will the QC be of the final product, with such staffing and component shortages, it could be an even higher percentage of productssent out being faulty or sub standard.
    Dry solder joints, loose connections etc etc can take months to materialise.


  • Moderator

    @ed-haslam Please send us a refund request at https://help.positivegrid.com/hc/en-us/requests/new, we will follow this up! Thank you!



  • @felix Thanks mate.



  • I put in a refund claim through PayPal and it got processed within a couple of days

    No apology



  • I ordered my amp Nov 16. I sent an email at 6am on March 1 stating I either wanted a verifiable tracking number that my amp was shipped or a refund by no later than March 6. I had an email in my box this morning stating my refund had been issued. They apparently were admitting that they would not be able to fulfill my order by the end of the first week in March.