CUSTOMER SERVICE



  • ORDERED MY SPARK IN DEC. DELAY DELAY DELAY. OK. MORE THAN 6 MONTHS LATER IT CAME. HAPPY HAPPY PLAYED AMP STATIC NOISE BAD. WORKED WITH SUPPORT TO FIX. NO FIX AFTER A MONTH. THEY SAID SENT BACK AND EXCHANGE FOR A DIFFERENT ONE. I SAID NO I WANT A REFUND. THEY SAID ARE YOU SURE. I SAID YES BECAUSE I NEED A WORKING PRACTICE AMP. SO I BOUGHT A DIFFERENT AMP TO USE. NO REFUND SENT, THEY SENT ME A REPLACEMENT AMP. I TOLD THEM I WANTED A REFUND NOT A REPLACEMENT. THEY TOLD ME TO PACK THIS ONE BACK UP AND THEY WOULD SEND ME ANOTHER. OVER AND OVER THROUGH MESSAGES THAT WERE SLOW TO GET. I THINK I AM DEALING WITH A BOT OR THEY ARE JUST JERKING ME AROUND...IT HAS BEEN ABOUT A MONTH & 12-15 EMAILS TRYING TO GET MY MONEY AND AOTHER MONTH TRYING TO GET WORKING SO NO REFUND AND A SPARK IN AN UNOPENED BOX. AND ALSO I BOUGHT A POWER SUPPLY LIKE SO MANY OTHERS AND IT DIDN'T FIX THE NOISE. JUST LOOKING FOR GOOD CUSTOMER SERVICE. YOU KNOW QUICK RESPONSE AND HONESTY................................THISWAS A CHRISTMAS PRESENT TO ME FROM MY WIFE



  • AFTER TGE PURCHASE IN MARCH I FINALLY GOT A DEFECTIVE SPARK JUNE 20–AFTER TGE BACK AND FORTH WITH CUSTOMER SERVICE—WE WILL SEND YOU A REPLACEMENT AND IT WILL ARRIVE THIS WEEK.. AFTER THIS WEEK TURNED INTO WELL OVER A WEEK AGO—I SEND ANOTHER EMAIL “CAN I GET A TRACKING NUMBER?” —-CRICKETS —-THEN ANOTHER EMAIL CAN YOU GIVE ME SOME RESPONSE PLEASE?
    STILL WAITING—IMO —HORRIBLE CUSTOMER SERVICE—YOU WOULD THINK THEY WOULD JUMP ON THIS KIND OF STUFF TO MAKE SURE THEY HAVE A GOOD PROFILE WITH POTENTIAL NEW CUSTOMERS —EVIDENTLY THEY DONT WANT TO BE KNOWN FOR THEIR SERVICE—AND THE ABSOLUTE WORST ASTERISK TO THIS STORY IS I PURCHASED ONE FOR A FRIEND—AS A GIFT —I JUST HOPE HIS WORKS



  • @stevegurgon I feel your pain -- PG has no true customer service. It's sort of like that old Monty Python sketch where they have a TV show that is broadcasting revealing footage of a sexually compromising nature and is waiting for the people to recognize themselves and call in with a cash pledge in order to stop the video. As the host says "we don't ccensure, we just want the money." PG's motto apparently is "We don't care, we just want the money." With the implication that once they have our money, we can all just piss off if there's an issue like defective amps, power supplies or a total lack of ability to read order numbers sequentially to ensure that amps are delivered in the proper sequence.



  • I don't know what happen with the customer service...

    but I ordered and paid with paypal yesteday and I had not received any email with the Order Number!!

    Why are they taking so long???!!! I dont understand it! :(
    I give my money to Positive Gird and they forget me??
    I am very dissaponinted and very worried. :(

    I sent emails and no any answer from them... sad.

    I wouldn't like make a claim to paypal but now I am thinking about it.

    (sorry my english)
    Daniel from Spain.



  • @danicr550 Before submitting a complaint through PayPal give them a couple more days. While I am angry at PG I will admit that with the huge number of amps they are sending out plus people like me complaining about the amps being sent out of order, the poor people in the customer service at PG are flooded with work. Your order number should show up in an e-mail soon. But after a couple more days, you should send another e-mail to customer support and then if you don't hear anything by the end of the week, ask PayPal to refund your money.



  • Hi. On July 16 you sent me an email indicating that my Spark amp was in the hands of the local distributor (mrw etc ...) and that it would be sent before July 31. Last week I sent you two emails and you haven't answered me. Now in the track order area it indicates: Aug 12 - Aug 20. I do not agree with these errors on your part. Since I paid for the product on February 18. I am disappointed and angry with you. The normal thing would be to send it to me as soon as possible since it is your mistake.If my order is not shipped this week I will not be able to give a good opinion of you..
    regards



  • @dhbailey I will do that... thanks.
    I will wait 2 o 3 days, no more... if I don't get my Order Number and an answer, I will file a claim to paypal.



  • @danicr550 PayPal CS is as bad or worse. You should get an AMEX card and use it for things like this. They will simply charge back to a company like this, then you send the amp back when you finally get it. PayPal... good luck with that. You will likely have to talk to 10 different people from PayPal none of whom will know your story. Then they will want PGs side of the story and it will be a frustrating mess but if you you AMEX... you’ll never have these problems. They will simply cancel the payment and change back to PG.
    if mine hums and I can’t fix it with another PS I already have, it’s going back and being charged back. I think the PS for the small NuTube VOX heads will work. Most pedal PS are two prong so maybe running through a power conditioner will fix the hum. Maybe a decent surge protector? Worth a try.



  • @dhbailey to add to the story—if Felix from Positive Grid Support responds to you look out —hes a liar.

    So , i get another email after 4 days —we have sent your replacement here is the tracking number—Also—here is the Fedex return label.. ok, so i make arrangements, took me 40 minutes, to get Fedex to come pick up the bogus/broken spark amp. They got it yesterday.. so i check Fedex to see when replacement will arrive 8/6 But there is no travel history. So i think something is up.. i get with FEDEX they tell me that PG has not given them the package yet.. so how good is this? How do you do business with people that flat lie to you? I sent them another email. I am going to look into the Better Business Bureau now too.. you can file a complaint even if company is overseas. I realky cant believe these guys are THAT crooked.. im making the rounds on YouTube sites —where these guitarists were given a Spark that really works.. i am posting my expirience with these crooks —Buyer Beware! These guys are pathetic treating people this way.. you go on enough sites and give negative review and enough people do it.. maybe these crooks will change the way the do business.. thats all i can hope for.

    The tracking info is copied and pasted from FEDEX
    As you see below “Shipping label has been created. The status will be updated when shipment begins to travel“ Felix lied and said replacement has shipped

    Online FedEx Tracking

    This tracking update has been requested by:
    Name: Steve gurg
    E-mail: Stevegu
    Tracking # 395345071211

    Ship date
    City of Industry, CA, US
    Delivery progress bar
    Label created
    Scheduled delivery
    8/06/2020
    PORTAGE, IN, US

    Shipping label has been created. The status will be updated when shipment begins to travel.

    Shipment Facts

    Tracking number 395345071211
    Reference RE153593
    Anticipated ship date 7/31/2020
    Scheduled delivery 8/06/2020
    Service type FedEx Ground

    Tracking results as of Aug 06, 2020 10:07p GMT
    Date/Time Activity/Location
    7/30/2020 11:42 pm Shipment information sent to FedEx



  • @stevegurgon I think the problems may be simply that the PG people aren't very good typists or copy-and-paste people. When I track my package at UPS the address has my street name as "Seminole Drivena" -- It's Seminole Drive, the na being the first two letters of my city, which is correctly typed on the next line. Since I get a lot of packages from UPS I am hopeful that the local UPS distribution center doesn't send the package back saying "no such street exists." I'll know on Tuesday!



  • Matter resolved! days ago I got my Order Number... reply received from the customer service.



  • @danicr550 Thanks for letting us know -- I really do think that PG is trying hard to get out from under the incredible mess that occurred because of the unforeseen popularity of the Spark Amp.



  • So I am enjoying this Amp so much that I ordered a second one as a gift. I thought that since they are "In Stock" and will ship "within 5-7 days" that I would actually receive it in a reasonable period of time. In standard Positive Grid fashion, my order status says anticipated shipping by 29 August. Having placed my order on 14 August that seems like 15 days to me, NOT 5-7 as advertised. PG wonders why we don't trust them to get us the bags included in our orders or the replacement power supplies to solve the hum issues, but they provide misleading information at every turn. Or maybe they don't wonder or care at all. When I asked for an estimated time for shipping my replacement power supply I was told "your on the list," when I ask about the bag I get no response. I also asked if new Amps would have an updated power supply to solve the, already well documented, hum issue and received no response. I suspect they have determined it is more cost effective to continue issuing the faulty power supplies to those who complain than to replace them all together, which is just poor business. I have tried to remain optimistic regarding this company but they are doing a lot to NOT earn the trust of their customers. I suspect cancelling and reordering would simply further your frustration.