Defective Spark, useless customer support
bzns last edited by bzns
I ordered a spark pearl bundle on amazon.ca last sunday, it arrived on thursday, which is great because I've seen multiple people complain about waiting weeks or more to get their orders directly from positive grid. Immediately after unboxing and setting it up (and updating the firware at the insistance of their app, thankfully it didn't brick the amp like many others online are saying) I noticed an issue. I would change amp profiles, it would sound ok for 30 seconds and then the volume would drop to nothing. Initially I thought it was a software issue and noticed the gain level changing on its own, but eventually I realized that the gain knob on the amp was faulty and only had an effective range after 5 o'clock, which is basically the last 5% of the knob. Not good.
So I contact amazon, asking for a replacement rather than a refund. They can't do that because it's a third party store, only Positive Grid can send a replacement, but I can get a refund and re-buy it, which isn't ideal because it's now more expensive than when I paid, and stock is low so I either wait for the money to go back on my gift card and probably have it sell out, or I pay with a credit card. I speak to someone on Positive Grid's live chat support on their site, they tell me they don't have anything to do with the amazon storefront and to contact amazon, they can't do anything. I send a message directly to the seller\amazon store, they tell me to contact their site's support. I say I have, they reply that the see that the order was fulfilled and shipped by amazon, and copy\paste a form letter about tracking shipments through amazon and the return\refund process.
Needless to say, I just returned it for a full refund. Absolutely useless customer service and no quality control if they're shipping out defective amps. And they absolutely do not care.