Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/16/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 14, 2025 I sent my brand new Pioneer Opus Quad to a Pioneer repair shop under warranty. After 2 weeks I called the shop in **********. The guy had no idea what I was talking about. I explained to him that I had his signature on the ***** receipt dated March 14, 2025. To date neither Alphatheta (Pioneer DJ) nor the shop have provided an update to me on this repair. The item is valued at $3000 and has been gone now for 30+ days with no resolution.

  Business Response

  Date: 05/09/2025

  After researching it appears this customer was issued a replacement unit that was delivered, and signed for on 4/25/2025.  We consider this case resolved.

  Customer Answer

  Date: 05/12/2025

   
  Complaint: 23212068
  
  I am rejecting this response because: Company did not send me a replacement unit.  They sent my original unit back to me.  I am currently testing the unit.  Pioneer has wasted 5 months of my warranty on the unit. 
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 05/20/2025

  After further investigation it appears the unit was repaired and returned to the customer.  We apologize for any inconvenience and are working with our team to improve the warranty repair process.

• Initial Complaint

  Date:04/11/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pioneer DJ is not providing technical support for their products and services. I created support ticket # ****** (inability of computer and cellphone to sync data between themselves) and after two weeks of no response I emailed and told them I would file a complaint against them if they did not respond. Only then did they respond. I responded back and alerted them to several still-unresolved issues but it has been an additional two weeks and again they have not responded. This company is clearly and consistently not providing the technical support they advertise to the public. This may seem a relatively insignificant complaint, but if companies advertise customer support but then do not provide it then they have lured customers into purchasing from them based on a false promise. If they can not provide customer support then they should not be allowed to say they can. If they can provide it then they must be held to some reasonable standard of timely delivery. This is true for ANY significant complaint they receive, no matter how small or large they deem it to be. This is about giving customers what they advertised they would give. Here is a quote from the confirmation email Pioneer DJ sent me when I initially filed my request:"We tend to reply to requests within a few hours, however, at peak times this could take up to 2 business days."I do not hold them to any specific or unreasonable reply standard, but twice now I have been waiting for two weeks or longer and I am currently still waiting.

  Business Response

  Date: 05/28/2025

  As part of our ongoing customer service improvement initiatives, we are conducting an audit of past complaints to ensure proper resolution and refine training efforts. During this process, I came across your complaint from April 11, 2025, regarding the technical support delays for your Pioneer DJ products.
  Upon review, I see that your case was escalated to our headquarters for resolution, and a response was requested as soon as possible. Id like to follow up to confirm whether you have since received support or if further assistance is required. If the issue remains unresolved, please let us know at ************************************** and we will do our best to address it.
  Additionally, your feedback has been invaluable in strengthening our customer service processes. We are incorporating cases like yours into training to improve response times, enhance communication clarity, and ensure a more reliable support experience for our customers moving forward.
  We appreciate your patience and your input as we work toward enhancing our service standards. Please feel free to reach out if theres anything else we can do to assist.

  Customer Answer

  Date: 05/31/2025

   
  Complaint: 23191267
  
  I am rejecting this response because the company, Alphatheta, is only responding to my Better Business Bureau complaint and NOT my original tech support issue that I filed with Alphatheta. They are supposed to be responding to that!

  I am also rejecting this response because the response, itself, merely tells me that if my "...issue remains unresolved, please let us know at *************************************************************************" This is clearly nothing more than a form letter sent out by the company to everyone who has complained to the BBB about them, and it does nothing more than invite me to file a tech support request AGAIN. They do NOT address one single, substantive issue within my BBB Complaint, nor do they address any issue at all within my original support issue I filed with them. They are clearly simply trying to improve their grade of "F" with the Better Business Bureau, and, just as clearly, they are NOT trying to resolve existing tech support cases within their own docket.

  Alphatheta continues to NOT provide the tech support they advertise. I only purchased the hardware and software services from them that I did because their advertising deceived me into believing I would be able to receive tech support from them. 

  
  Sincerely,
  
  **** *******

  Business Response

  Date: 06/04/2025

  We sincerely apologize for the delay in addressing your technical support request and fully understand your frustration regarding the lack of timely responses. It is never our intention to leave any customer without the support they need, and we deeply regret that your case did not receive the attention it deserved in a timely manner.

  After conducting a thorough review, we found that your case was inadvertently lost in our headquarters system. We take full responsibility for this error and appreciate your patience as we work to correct it. Please know that our engineering team at our headquarters in ***** has now taken ownership of your case. They have provided detailed instructions and requested additional information to ensure we can effectively resolve the issue you reported.

  To move forward, we kindly ask you to review the latest response from our engineering team and provide any requested details at your earliest convenience. Our goal is to resolve this matter as quickly as possible and restore your confidence in our support services.

  Additionally, we are implementing improvements to our technical support system to prevent similar incidents in the future. This includes refining our case tracking protocols and enhancing our escalation procedures to ensure that all customer concerns are handled promptly.
  We appreciate your time and effort in bringing this to our attention. Please let us know if you need further clarification or if theres anything else we can do to assist.
  

• Initial Complaint

  Date:03/25/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Sweetwater LLP,Your Attorneys **** *********** , ****** **** and **** ******** have been not able to provide accurate Photography Prints which were requested for ********* Copies (Staph).Native Instrument Case ID: ************ must agree to stop marketing since you did not perform the duties you were contracted for , which includes ************ being prohibited from contacting me again. AlphaTheta Corporation And ******* ****** are extremely dangerous at this point now making comments about me such as LGBTQ Slurs , HIPAA Infringement and Extraction of Personal Emails all because I asked for a refund. Please stop sending me emails , I have unsubscribed before. Service Request BFP0274037 EEOC (Inquiry) Number: ************ on CASE NO: ******** Document(s) ID: NUGILD ***. ********* TTY Support for American Disability Act CTP Program Directions *******************************************

  Business Response

  Date: 03/31/2025

  It would appear this complaint is related to another company named ****************  An internal scan was conducted, and there is no record of this person's name or email in our system, so they have not been sent any communications from us.  There doesn't seem to be any actionable items referenced that relates to AlphaTheta ******************** and we consider this matter closed.

• Initial Complaint

  Date:03/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,I am writing to file a complaint regarding my ongoing issues with Pioneer DJ. I am currently locked out of my decks because I purchased the wrong subscription, and I am unable to change my subscription due to persistent issues with your website. The support phone number listed on your website has been of no assistance in resolving this matter.I have submitted two inquiries regarding this issue and have yet to receive any response. I urgently require that my license be changed to the Core plan, which includes the functionality I need. The email address associated with my account is [email protected] expect a prompt resolution to this problem.

  Business Response

  Date: 03/25/2025

  It would appear this complaint is obsolete, as the customer was credited a full annual creative plan at a value far exceeding the claimed amount through our service team earlier this month.  We consider this complaint closed.

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a lifetime license for Serato Dj software less than a decade ago. They have recently updated the software and removed lifetime licenses in exchange for a subscription based pay model or a more expensive lifetime license. This blocks me from having full access to the software unless I purchase a new lifetime license or pay monthly for subscription. I don't see how someone can offer something advertised as "lifetime" only to remove it in a decade. This is false advertising or some sort of deceptive business practice.

  Business Response

  Date: 05/28/2025

  As part of our ongoing efforts to review and improve customer service, we are conducting an audit of past complaints. During this process, I came across your complaint from November 5, 2024, regarding changes to Serato DJs lifetime license policy.
  After reviewing the details, I want to clarify that ****** operates as a separate company from us, and this matter falls under their policies and business practices. Unfortunately, we are unable to provide direct assistance in resolving this concern.
  We regret any confusion and recommend reaching out to Seratos support team for further clarification. If theres anything else we can do to assist, please feel free to reach out.

  Customer Answer

  Date: 05/28/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:09/19/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Pioneer DJ Opus Quad system on May 17, 2024. The unit was used sparingly for less than two months and the main screen started to fail. On June 28 I contacted Pioneer DJ about the issue and they asked me to take the unit for repair to the local repair facility. ******************* Services, ****************************** Office ************ Claim number ******** was ************** facility reported the repair will take 4-6 weeks.This is surprising being that the unit was brand new and no replacement was immediately provided.Anyway, I decided to wait. 8 weeks passed and still the unit is not repaired. 3 months have now elapsed and no closer to a resolution.The repair facility reported that Pioneer DJ is still not providing the replacement parts and that I should call back in October.I would like to get a replacement system to be able to use it and work.

  Business Response

  Date: 09/20/2024

  We apologize for the delay on servicing the OPUS QUAD. The ************************* has indicated to us that they are currently waiting on the required parts for the repair to be completed. Unfortunately, there is a backlog on the necessary parts, however, we are working closely with the factory to expedite the components required.  Lastly, we regret the inconvenience, however, a replacement unit cannot be provided as that is not compliant with our warranty policy.

  Customer Answer

  Date: 09/20/2024

   
  Complaint: 22303563
  
  I am rejecting this response because:

  Vendor produced a defective unit to have issues with less than 3 hours of use. A brand new unit should not be defective and should not be repaired. A proper working unit should be supplied. If I had used this units for months and hundreds of hours I would understand, but unfortunately Pioneer DJ is producing defective units to make sells and then expect customers to bring in for repairs. I was s told by the repair facility that they get this Opus Quad issue all the time. Since that is the case, 8 want pioneer DJ to provide a usable working unit.

  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/07/2024

  Hello Pablo 
  I hope you are doing well.
  
  Were sorry to hear that your OPUS QUAD experienced a failure so early after your initial purchase.
  We have determined that we can work with the authorized service center to arrange a replacement unit to be sent to you instead of a repair.
  
  If you agree, we would kindly ask that you remove your pending complaint with the BBB.
  After you have done so, please reach out to me directly and we will arrange the exchange right away.
  
  Here is my email information:
  ******************************************************************************
  
  Best Regards,
  ******* *****
  Sr. Manager,Service Operations

  Business Response

  Date: 10/09/2024

  Hello Pablo 
  I hope you are doing well.
  
  Were sorry to hear that your OPUS QUAD experienced a failure so early after your initial purchase.
  We have determined that we can work with the authorized service center to arrange a replacement unit to be sent to you instead of a repair.
  
  If you agree, we would kindly ask that you remove your pending complaint with the BBB.
  After you have done so, please reach out to me directly and we will arrange the exchange right away.
  
  Here is my email information:
  ******************************************************************************
  
  Best Regards,
  ******* *****
  Sr. Manager, Service Operations

• Initial Complaint

  Date:06/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Company is refusing to speak to me on phone for technical support.Having technical/hardware issue with CDJ 3000 and DJ A9 mixer that is under warranty.Was told I would be called by technical support when I first contacted them. Now, the company will only respond by email and is unable to understand my issue and timely address it.I am requesting a call back from a technical support representative to work with me in troubleshooting my issues.

  Business Response

  Date: 05/28/2025

  As part of our ongoing customer service improvement efforts, we are reviewing past complaints to ensure proper resolution and identify areas for training. During this process, I came across your complaint from June 15, 2024, regarding technical support for your CDJ-3000 and DJ A9 mixer.
  Upon review, I see that your case was referred to an authorized service center; however, there is no updated claim information available. Id like to follow up to confirm whether your issue has been resolved and whether you were able to receive the support you needed. If your concerns remain unresolved, please let us know ************************************** and we will do our best to assist.
  Additionally, your feedback is valuable in refining our customer support approach. We are incorporating cases like yours into training to improve response times, enhance communication methods, and ensure a more seamless technical support experience for our customers moving forward.
  Thank you for your patience, and we appreciate your input as we work to enhance our service standards. Please feel free to reach out if theres anything further we can do to assist.

• Initial Complaint

  Date:04/19/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pioneer is not shipping their products out to businesses in order for them to fill their store ordersI ordered the pioneer DJS 1000 from ************* on 12/28/23 and pioneer still has not shipped out the item to ************* in order for them to fill their in store ordersits been close to 4 months and I am still waiting for my item to be shipped

  Business Response

  Date: 04/30/2024

  We're very sorry to hear of the delayed order from one of our dealers to the end user.  Unfortunately, the dispute appears to be with the seller.  The product in question is allocated and on backorder status.  We recommend contacting the seller to resolve the issue.

• Initial Complaint

  Date:01/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a pair of PLX **** turntables and an S9 mixer when they were released after a good amount of use they needed a repair (mixer needed a board replacement and turntables needed the pitch replaced there was a problem holding bpms past a certain point it would sway 5 8 bpms on everything) I contacted pioneer DJ at the time to get the repairs done and they referred me to one of there authorized repair places I have a work repair order from the repair company dated Jan of 23 after waiting a while since there was a part issue, I received my equipment back 12/26/23 the mixer was repaired but the turntables were not ( they didnt replace the internals for the pitch they thru a plastic cap on the pitch control and sent it back ) this was almost half of the ******* repair bill I contacted alpha theta / pioneer about the prob on 12/31/23 they submit a ticket and say 24 to 72 hours to wait fl for response I have called everyday since the initial 72 hours to submit another ticket thats expedited and explained what has been going on countless times talked to supervisors and I dont get a response from the company on how to resolve or go about this issue .. I need my repair that I payed for also dont think this company should be a representative or a repair place they seemed like it was a hassle the whole experience with them

  Business Response

  Date: 05/28/2025

  As part of our ongoing customer service training and review process, we are auditing past cases to ensure resolutions were properly handled. During this process, I came across your complaint from January 12, 2024, regarding the repairs of your PLX-1000 turntables and S9 mixer.
  Upon reviewing the case, I see that your product was sent to an authorized service center, and a prepaid label was provided. I would like to follow up to confirm whether your repair was completed to your satisfaction. If there are any outstanding concerns, please let us know, and we will do our best to assist.
  Additionally, your feedback is invaluable in refining our customer service processes. We are incorporating cases like yours into training to improve response times, ensure clear communication, and provide better support experiences.
  We appreciate your patience, and if theres anything further we can do to assist, please feel free to reach out **************************************

• Initial Complaint

  Date:01/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Transaction date: 18 APR 2023 through Amazon.com Seeking $210.94 ($199 plus 6.0% ************ sales tax) and a working pair of speakers For support, I've attached PDFs of all emails between myself and the company identifying a problem their team was not aware of, demonstrating a lot of good stewardship on my part to test and provide feedback on the ways I had tested/shown their product doesn't work with my laptop, as well as requesting a refund. I have been told they will not refund me, nor have the offered anything that works in replacement.There were week to multi-week gaps in time between their company's responses, as well as their refusal to refund/make things right when ultimately their product doesn't work with my laptop computer, though their speakers are touted as easy to use (and contain no ability to troubleshoot onboard). In my experience, many companies even compensate the folks who find bugs and work to report/troubleshoot alongside the company with the faulty product. In this case, I don't have working speakers seven and a half months later, and the company refuses to refund my money.I'm beyond frustrated that I don't have a resolution to this, nor the courtesy to at least refund the money spent (and beyond warranty/return window, clearly) on something that doesn't work through no fault of mine.

  Business Response

  Date: 01/31/2024

  Hello, thank you for reaching out.
  Your case was discussed with the **************** and Corporate Engineering teams.
  
  It has been determined that our product is operating as designed.
  
  It has also been confirmed that our speakers pair/produce audio successfully with all other tested devices (including devices of your own).
  Additionally,your Surface PRO seems to pair/produce audio with all other devices as well.
  
  However,it appears that our speakers will not pair/produce audio successfully with your new Surface PRO (vice versa). Unfortunately, this is a case where the two products are performing as designed but cannot successfully pair/produce audio with one another.
  
  Our product was manufactured and offered to market prior to your Surface PRO.Our intent is to design our products to be as compatible as possible, but we cannot guarantee all future products will pair successfully.
  
  At this time, we would recommend requesting a refund from the dealer if possible.
  We have closed your case.
  
  Best Regards
  AlphaTheta Customer Support

  Customer Answer

  Date: 01/31/2024

   
  Complaint: 21095301
  
  I am rejecting this response because: The return window for the product was eligible for return for 30 days following the purchase.  Pioneer's team engaged in attempted troubleshooting of the product, which I complied with and helped with, sending detailed videos of attempts to operate their device per their specifications.  Due to their team taking many days, and in some cases, many weeks to respond between replies, it was impossible to return their product given their timeline of responses and testing requests.  I have already tried unsuccessfully to return the item and am seeking reimbursement from Pioneer, who is unable to make this product work with a well-known and common machine.  I would like to have a set of working speakers, and they have been unable to provide that, and unable to provide timely support or a satisfactory resolution.

  Sincerely,
  
  *******************

  Business Response

  Date: 05/28/2025

  As part of our ongoing efforts to enhance customer service, we are reviewing past cases to ensure proper resolution and improve training. During this process, I came across your complaint from January 3, 2024, regarding speaker compatibility issues with your Surface Pro.
  Upon review, I see that our **************** and Corporate Engineering teams investigated your case and determined that the product is functioning as designed. However, we regret that compatibility issues prevented the speakers from working with your device. While we strive to ensure broad compatibility, some products may not seamlessly integrate with newer devices.
  Your feedback has been valuable in helping us refine our support processes. We are using cases like yours in training to improve communication, ensure timely responses, and better assist customers in similar situations. If there are any outstanding concerns, please feel free to reach out, and we will do our best to assist.