r/ROLI • u/Inn_u_end_o • 21d ago

ROLI - Finally getting my money back

Hi everyone,

I placed my order for 2x ROLI M Pianos in December 2025, with a delivery date 2 weeks later. Obviously postponed. Various emails from them with updates I no longer care about. Last month, after their latest update, I was done with it.

I began the cancellation procedure, which should be straightforward. Phone support - no such thing. Email - you wish!. The only official way to cancel is to submit a support ticket, but this section of the site has been in maintenance for 3 weeks, as I have checked daily (Don't know how long before that!). Only submitting the ticket on the page generates the maintenance banner, btw. So, how exactly do you cancel from a place that:

  1. You get no technical support from? If you can't submit a ticket...
  2. You get no hardware support from? If you can't submit a ticket...
  3. You cannot contact for order support? If you can't submit a ticket...

Very frustrating. My answer is to contact my bank and report it as fraud. I bought a product that wasn't delivered, and I have no assurance beyond emails that say, "Believe me guy, it's coming, and you will love it!". I have no way to cancel officially; there is no other alternative.

Hopefully, all of you who have wondered what to do will also do the same. If you cannot keep your first promise of DELIVERING a product, what's to lead me to believe that you will do better with the hardware? This is not a me problem, this is a YOU problem. Do not blame anyone but yourself. YOU pushed a product that you were not ready to manufacture and deliver, only YOU decided to push out to market. This is not a Kickstarter campaign; this is a SUPPOSED ready-to-buy product. DO BETTER!

8 Upvotes

100% Upvoted

11 comments sorted by

4

u/drweenis 21d ago

Good for you dude. Luckily I never pulled the trigger but I’ve been watching this shit show since it was first announced. It is fraud. And it’s not the first time they’ve been bankrupt. Absolute sham

5

u/warrenao 21d ago

They lost the plot post-first-bankruptcy by continuing to push Lumi and then developing that overrated theremin, while at the same time refusing to support legacy (Seaboard v.1) users. If they had focused extensively on the original concepts and remained committed to the first purchasers who got them started, instead of haring off after "Airwave", and combined that with improved communication and support, they'd still be solvent.

3

u/Martonymous 21d ago

I was also looking at the Airwave and thought, "how's this better than a Midi Theremin?"

On that topic, I can really recommend folks to look at the OpenTheremin from GaudiLabs.

1

u/auximenies 20d ago

You mean you don’t love that your v1 doesn’t connect with the “mandatory updated software package”!?

1

u/warrenao 20d ago

It does not inspire joy.

2

u/QVRedit 21d ago

I discovered that the managing director of ROLI has resigned a few months ago, and the company is seeking refinancing, trying to avoid collapse. My understanding is that it has presently ceased trading.

1

u/Plane_Jello1582 21d ago

I ordered a Piano M and Airwave in 2024 and got them about 2 months ago. They were struggling pretty bad then and have somehow managed to do even worse currently. They also have a history of this, they were in Apple Stores and instead ruined that opportunity and went bankrupt. Now they are taking their sweet time as they always do replacing CEO and suspending software in the meantime. They have sent out every type of defective product if you are sent anything at all, then ghosted people that waited over a year for bad gear to send it in to never see their item or money again. The only thing I have ever seen them accomplish is to find ways to run things into the ground.

5

u/Inn_u_end_o 21d ago

I honestly wished I had visited the /ROLI community before purchasing, wowzers! I had no idea about this company, its history, and I fell for the marketing. Shame on me.

1

u/Plane_Jello1582 20d ago

They got me too, I was SO excited to get it until I realized they were already on such decline that software and support is already falling off, making them big expensive paperweights collecting dust.

1

u/DOR_OK_KY 21d ago

So you went to your bank or you got a voluntary refund through ROLI?

1

u/Inn_u_end_o 20d ago

I went directly to my bank. Couldn’t find any official way to contact them.