Customer Service



  • Can anyone tell me how to get in touch with customer service? I have filled out the form online but get no reply. I got a email on 08/03 with a tracking number. When I checked the tracking number it said the amp was delivered 07/28 and return saying the address was wrong. As of 08/11, I have no update on what's going on.



  • I also ask this question. I've had nothing but problems from my Spark since I received it and customer service has just stopped talking to me. I put in a request to return my item and they sent me an email saying they merged my two tickets but with no actual information that pertains to me.

    Sorry you're also having issues, dsr1273.


  • Moderator

    @dsr1273 @dylanch317 Could you let me know your ticket# ? Thank you



  • @dsr1273 I am also seeking answers as my amp arrived after patiently waiting 4 months after purchase only to find out that my amps guitar input is not functional out of the box. I have sent multiple emails and the lack of response may force me to lodge a buyers protection claim from either PayPal or credit card company. What guarantee will I get to receive a working product before my claim window or warranty expires?


  • Moderator

    @azwan Could you let me know your ticket#? Thanks



  • HI @mike - I have exactly the same issue with my RMA request (US#167212). I have sent multiple emails to Customer Service but no respond. Can you please help



  • @mike My order number is 216824, as of today my ticket numbers are: 216772, 218152, 219196, 220047, 221240.


  • Moderator

    @stanleydang said in Customer Service:

    167212

    Hi Stanley, your replacement has been arranged, Felix will keep you posted on this. Thank you



  • @mike - Thanks @Mike !!!



  • @mike It is good to have you on this forum to help us all out! Thank you for being here!



  • Hi @Mike - Can you please help to give me the detailed status on my return label and the tracking number for your replacement unit (RMA US#167212)? It has been more than 2 weeks since Felix told me that he started the RMA process. So far I have had no further update of the RMA. I have sent multiple emails asking but no response. Hope you understand my situation. I waited more than 4 months for the Amp to arrive and now I am sitting with the defective one. Thanks again Mike!! RMA US#167212



  • @stanleydang Hi @Mike - Hi @Mike. I actually heard from Felix on my RMA. Thanks for all your help!



  • @mike Felix replied me on 7/30 then stopped responding. My power supply wasn't even turning it on. No LED light is on. I can't even turn my amp on.

    =========================================================================

    ##- Please type your reply above this line -##
    Dear customer,

    Your request (213001) has been replied. To add additional comments, please reply to this email. Thank you.

    Felix (Positive Grid)

    Jul 30, 2020, 6:00 PM GMT+8

    Hi Choi,

    Thanks for writing back.

    Can you check the LED status on the power supply ? I assumed your spark amp can not be turned on now, right?
    Kind Regards,
    Felix
    Positive Grid Support

    Check out our Help Center for more info!
    https://help.positivegrid.com/hc/en-us
    Positive Grid Forum:
    https://forum.positivegrid.com/

    ====================================================================



  • Mine stated delivered according to Fedex and they say I didn't have a signature requirement. Well it never showed up. I should have went to Vegas quickest $224.00 I ever lost!



  • Not having an 800 number is ridiculous. 1965 called, they want their customer service paradigm back.



  • @dylanch317 My friend there are alot of us having issue's. The crazy thing is yesterday I got an email from Positive Grid. When I saw it pop up I was so excited! I thought "Here's my new tracking number! The Amp is coming!", but I was wrong! It was an advertisement about the spark being in stock. Then later I got another email. This has to be it! NO! Believe it or not? It was an email asking about "We'd love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:

    How would you rate the support you received?
    Good, I'm satisfied

    Bad, I'm unsatisfied
    That's straight from the email........Need I say more



  • I ordered my Spark on February 12th. It finally arrived July 28th and was defective right out of the box. The amp won't even turn on. I contacted customer service right away through the email system and did not get a response. I once again tried to contact customer service through the email system and got a response on August 5th to send in a video of the problem. I sent my video showing my amp being plugged in and not turning on and have not hear anything since. I have send two follow up emails to Joseph at Positivities Grid support to ask the status and never hear anything back. This has been very frustrating as I am unable to ever speak to anyone and my emails all go unanswered. Positive Grid took my money back in February and then over 6th month later I am given a defective product without any follow up.

    My ticket number is 21413. I'm guessing all I need is a power supply, but without ever being able to speak to anyone or get a response there is no way to get this straightened out.



  • @goldbug1974 I’m so sorry this happened to you Goldbug!



  • @gabelipman Thanks. I really feel it was a mistake to send them my money and it's upsetting that I continue to get emails stating the amps are in stock now and make great gifts.



  • @goldbug1974 I'm sorry to hear that. I had the same problem with the power supply. I've contact PG many times but they only replied first one then ignored me for a while. Do you know what's funny? PG has contacted me ASAP after I made a one-star review on the TrustPilot. It was very disappointing to see that they only react to bad reviews.