Hello Fellow Arturia Customers,
I’m going to try and keep this concise because I’ve had a long road with trying to get assistance via Arturia Support - resulting in an incomplete solution which Arturia has deemed ‘Solved’.
In May 2025 I sent a request to get replacement brackets for the wooden legs for my PolyBrute 12. I lost the brackets by accidentally leaving them on my PolyBrute 6 when I sold it.
Arturia support requested proof of my PolyBrute 12 purchase receipt and a photo of the leg hardware that I still have. The documents were provided.
What followed were several emails with a very helpful support team member (Daniel). Daniel explained that Arturia did not have spare brackets at that time but to check back over the coming months to see if anything had changed. So, I did so.
On May 22, 2026 I reached out again regarding the brackets. Suport said they had them and could now supply them to me. (Again, relying on the previous emails including the photo of the leg hardware that I did have.)
I paid 60 Euros to ship the replacement brackets (Arturia was kind enough to not make me pay for the actual brackets.) The box arrived within a week.
But, the box contained 4 large rectangular sections that connect to the bottomof the PolyBrute 12. Anyone who has this hardware knows that only two of the large rectangular brackets are needed - one for the left and one for the right. So I was given two extras.
The more important problem was that the four smaller square parts of the brackets that the legs screw into were not provided. So after a year of support and followup, I’m still unable to use the legs, I’m 60 Euros out of pocket, and the time from both me and Arturia has resulted in this issue still being unresolved.
I emailed via my email support thread to show the missing parts and received no reply.
So, I opened a new support ticket referring to the initial support ticket number explaining the situation. About a week later that ticket was closed and marked as ‘Solved’. I did not receive any sort of reply or information via email or the support system.
I opened another new support ticket linking to the second one mentioned in the previous paragraph. That ticket has also been marked as ‘Solved’ with no reply or communication with me.
I sent another followup email via the original support ticket thread. Nothing.
I’m so dissappointed in this. I’ve been an Arturia fan for years. I own several of their software and hardware products. Being ghosted after a customer service blunder is not the way to go here.
Can someone offer me some advice on how I can escalate this in a different way? The support system ignores me and my email trail with customer service is now ignoring me too.
Thanks to anyone who is listening.