7 Customer Reviews
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Review from Memo J
1 star10/22/2024
This is the worst treatment. Their customer service is horrible!! Im using a 2022 ipad pro 6th generation ios 17.2 m2 chip. I bought the presonus quantum ES4. It was supposed to come with 6 months Studio One.. NOT!!! I registered the product and downloaded the COMPLETE CONTROLLER,, I get a black screen with COMPLETE CONTROLLER at the top and 2 places to click at the bottom labeled,, DEMO and SCAN,, DEMO brings you to a screen where I guess you are supposed to get a demonstration,, SCAN takes you to internet connections. I went back to try to retrieve my Studio One free for 6 months and it's not happening,, all they want you to do is buy upgrades,, no where could I find the included 6 months,, so I go to Presonus and call the 800 number spin cycle,, at the end of the maze you find out that they do NOT provide phone support for QUANTUM devices!! So of to the website,, create ticket,, no response,, create another ticket,, no response,, get email directing me to General Answers and do your own research spin cycle,, I go back in to my account and finally find support and then it says open tickets and closed tickets,, both are empty!!! I made several tickets but they don't show in my account!! I'm returning the product,, I'm done, I will find something else and I suggest that you don't waste your money!!
Presonus Audio Electronics Response
10/29/2024
The consumer has been made whole to the extent of our responsibility to do so.Review from Brian K
1 star01/07/2024
This is a horrible company!! I signed up for 1 year of Presonus Studio One plus and I didn't care for any of their products so when my subscription was coming to and end I tried to cancel my subscription with the "Cancel" button through my account but that didn't work after trying at least 10 times, and at least 10 emails sent directly to Presonus with no luck. They try to charge my Visa every single day. I don't use this visa anymore strictly because of the hold this company in Florida has on you and its very poor customer service of ripping people off. Please don't sign your life away by buying into their monthly or yearly subscription. You will never get out of it. Do yourself a favour and look up "Cancelling a Presonus Studio Plus subscription" it is all over the internet about other people that have fallen into their trap and can't get out. Enough is enough!! Please BBB look into this company so that other business owners like me don't get caught being tied by this company trying to steal our money!!Presonus Audio Electronics Response
01/09/2024
Hi *****, PreSonus Support here. We are sorry to hear that there was an issue with your subscription and want to do everything in our power to make things right. Please use the following form to submit a ticket with our sales department and we would be very happy to assist. ******************************************** This form is available on our web site at presonus.com. Just scroll down and use the "Contact" option under "Company" at the bottom, left-hand corner of the screen. We also welcome you to log into your my.presonus.com account and click on "Support" if that is easier for you. Thank you kindly for all of your patience. We look forward to hearing from you and allowing us to make this right. Kind Regards, PreSonus SupportReview from Jad
1 star09/19/2023
I purchased an AudioBox 22VSL a few years ago, after my first AudioBox 22VSL broke all of a sudden... then my second AudioBox 22VSL broke all of a sudden while I was setting up for a performance. I contacted PreSonus to ask for a replacement, as I believe it is fair to ask for a replacement with a better model that won't break after a few months, or a few years, despite taking excellent care of, and barely ever moving it. They said they couldn't offer any support or replacement as I am past the 1-year warranty. I believe it is still fair to request a replacement as this specific model keeps breaking really quickly after a very normal usage of it. I would like to request a replacement, ideally not the same model please, as it keeps failing. And if not possible, then I would like to receive a refund and will go with a different audio interface, from another brand. These random hardware failures are very stressful, especially during work, when I rely on my audio interface to perform and record.Presonus Audio Electronics Response
09/21/2023
Devices were over 6 years outside of the warranty.Customer Response
09/21/2023
PreSonus audio interfaces seem to be very unreliable compared to the competition. Every time I purchased a PreSonus AudioBox 22VSL, it ended up dying after 3 to 7 years of use. Other brands, like Focusrite or Steinberg have lasted way longer. Audio interfaces and most hardware shouldn't just automatically break after a few years of normal use, unless there is some sneaky planned obsolescence, or the product was initially poorly manufactured. Zoom exchanged my Zoom H4n Pro for free 6 years later, way after my warranty expired, because it had a know issue. There must be a reason for my AudioBox 22VSL breaking every time. I checked many other customers' reviews and it seems like I'm not the only one to have the same issue with a PreSonus audio interface dying really easily after normal use.Review from Nicholas H.
1 star07/25/2023
Purchased a Quantum 2626 in December 2021 for over $600. Product is advertised on website as "rugged," was kept in a protective hardshell case at all times, and stopped working in May 2023. Reached out to tech support and several times they closed my ticket without response, despite me providing the information requested. Was advised that tickets can close automatically without contact, despite multiple attempts of attaching the requested info on my end without any notification of failure or missing contact. Support rep Dean had me uninstall and reinstall the interface's software several times but this did not resolve the issue. After 2 months of back and forth, they finally admitted the issue was with the interface. When I provided the receipt, they advised the product was out of warranty and there was nothing they could do to fix the issue.Presonus Audio Electronics Response
07/26/2023
We of course value this customer and mean this reply as kindly as possible. In looking through the ticket history, all Tech Support tickets were answered. When a ticket closes due to inactivity, an email is sent to the customer informing them that they have 3 days to reply to re-open the ticket. After that, they can reply and a follow-up will automatically be created. There were not any follow-ups created in this situation but rather new tickets. It is possible that the automated emails were hitting a spam folder. In most of the tickets, there is two-way communication between the agent and the customer. Before knowing of this review one of our Tech Support Managers and two of our agents remoted into the customer's computer. They asked that the Quantum be directly connected without the user of a Hub. They also asked that he try a supported Thunderbolt cable. The Quantum was working as designed at this time without further troubleshooting. We are happy that we were able to work with this customer and get things up and running. We will keep the ticket open in management to assist with any further questions or issues that this customer might have.Customer Response
07/27/2023
Implications of this response are misleading. I advised them I'd be filling a complaint with BBB after they stated there was nothing they could do to fix it due to the warranty being out of date, and they only agreed to a remote session after that. Several times requested info was submitted without any reply from Presonus. Also, I followed all troubleshooting suggestions, including trying different cables and using the device without a hub, and this did not lead to the product working for several weeks. Interface started working for first time in 2 months today without any other new recommendations but the technician could not state why it worked after no further steps, nor what the original cause of the problem was. There is also no guarantee that this will continue to function.Review from Cyenthia W
1 star07/17/2023
I purchased a program called Studio One version 3 Professional from PreSonus ( see below transaction) Studio One 3 Professional v3.5.6 build 45910 ******************************************* Registered: Jun 25, 2016 I recently purchased a new computer and now I am not able to reinstall this program. I reached out to them and was given instructions which do not work. See below the instructions: Hello cyenthia, Please be aware that online activations of Studio One versions 1, 2, and 3 are no longer supported. To activate those older, discontinued, versions of Studio One, you will need to do an offline activation. Below is a link to an article from our knowledge base with instructions. https://support.presonus.com/hc/en-us/articles***************--4-Studio-One-5-Software-Activation-Offline-Computer- These instructions make no sense and do not work. I just want to be able to download the program I purchased, or return my original charge.Presonus Audio Electronics Response
07/19/2023
Due to changes in the cyber world and our dedication to security, Studio One 3 now requires an offline activation. Studio One 3 was also never designed to work on the Windows 11 operating system. PreSonus responded to the customer and offered to have the Technical Support Manager call them directly to remote into the system and assist with the offline activation. This offer was made before being made aware of this review as we are dedicated to our customers. Customer has not responded to this offer.Review from Robert H
1 star07/14/2023
I want to let anyone considering purchasing any Presonus Hardware product know that if you ever need repair under warranty or out of warranty, Presonus will not be able to provide the parts to their certified technical repair shops. Your mixer or anything else hardware related will sit at their shop for months and months and not get repaired. I have elevated my open ticket to their head of global services and still nothing. My Studiolive mixer went in for repair in March 2023. It is July and the shop still has not received the parts. i was given a date by the Certified Repair shop of 7/7/2023. Presonus has not even provided the shop with a update on the arrival date for the part. SO BEWARE, YOU WILL NOT GET REPAIR SERVICES IF ANY OF YOUR EQUIPMENT WERE TO GO DOWN! One of the Presonus service advisors via my open ticket said he would like to call me but never did. I paid $3K for my Studiolive mixer and yes it is out of warranty by two years, but I paid for RUSH service and shipping in advance back in March of $160. The shop should have told me that Presonus was not providing parts or schematics and not accepted my Rush money The certified repair shop in Dallas keeps telling me that Presonus was sold to Fender and that everything is backed up due to the sale. I've been hearing this for months. Its really not an excuse to service existing customers the way they should. My shop in Dallas told me that Fender did call them and tell them they would cover the repair under warranty even though its out of warranty due to the length of time its taking to get the parts. But that really doesn't matter to me, as I need my gear in order to record and publish my music! I own a lot of Fender guitars (Masterbuilds and custom shops) and amps (Vintage and new) and I've been very fond of the Fender brand for decades and I'm shocked they are treating customers like this after purchasing the Presonus. What a disaster to their brand and for their customers.Presonus Audio Electronics Response
07/19/2023
Fender is covering the cost of the repair even though it is out of warranty. The parts ordered were on backorder and should be available to the ASC very soon.Review from Joshua G
1 star07/19/2022
Hello, I'm a totally blind individual who is trying to promote music education and make it an equal opportunity of employment for blind artist and musicians alike. In doing this, with the use of assistive technology, I hope to implement better techniques in music education both through theory and recording. This brings me to the current issue at hand. Often, companies such as the one that I'm following a complaint against, make the websites accessible but not their software. As a totally blind person who uses screen reader software, such as jaws for windows, the application has to be coded so that it will be able to communicate efficiently with the screen reader. This company has failed to respond to me. I've contacted them multiple times asking if they could implement their application to where it could be fully accessible instead of partially accessible, and I have not heard anything back from them. As a totally blind person who is promoting the employment of music education through the use of accessibility and assistive technology, it is crucial that the company make the software accessible for totally blind people. The company doesn't mind taking our money, but they could care less as to whether or not we can use the software? That is injustice. As a blind person, I've had many challenges in this field. I've dealt with everything from dealing with the department of rehabilitation denied me this service to the company is not making the software accessible. Why do we listen to music every day on a daily basis but consider it a minority to where it's not good enough for employment for the blind community? If the companies would consider accessibility a top priority, blind people and sighted people alike could work together to implement change to benefit everyone. This would implement skills and reading and writing braille and print music as well as learning various recording techniques from a blind person's perspective. Sighted people could learn our terminol
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