What would you like improved on tonebase?
What would you like improved on tonebase?
291 replies
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I am writing here, because I have already sent 6 emails with no answer.
I am writing to request a full refund for the Piano Monthly Membership charge of 41.96 USD that was billed on August 26th.
According to your refund policy, "Monthly subscription payments made within 90 days of the free trial end date can be fully refunded, and no later." I believe my request falls within this timeframe.
Thank you for your timely and early attention to this matter.
Regards, Arturo Ochoa
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I am writing here again, because I have already sent 8 emails with no answer.
I am writing to request a full refund for the Piano Monthly Membership charge of 41.96 USD that was billed on August 26th.
According to your refund policy, "Monthly subscription payments made within 90 days of the free trial end date can be fully refunded, and no later." I believe my request falls within this timeframe.
Thank you for your timely and early attention to this matter.
Regards, Arturo Ochoa.
It looks like a scammer ghost business. -
Hi Arturo, I just got your message here. I will ensure we sort everything out to your satisfaction.
You will be hearing from customer service very shortly!
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I never received a refund. This is a ghost platform. I never used and never respond to any email. I would call it scamming. My reviews will spread in all the forums to warn people about how you ghost people when requesting refunds under your policies.
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I really appreciate the Tonebase videos and use the platform regularly.
What I’m missing is a News section in the menu that would let users easily see when new videos, challenges, or other updates are available—essentially a continuous blog or announcement page for new content. -
I would love some kind of a history of what I’ve watched already. I hope I’ve not missed this feature. It’s somewhat there for courses, but gets messed up if you skip back a step or two to recap, it I think not there at all for livestreams.
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Easier UX; I purchased extras (coaching) and am still hunting for the tab.
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More Chamber Music like the Haydn trio. That was a lot of fun playing with my friends.
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A livestream (ideally a recurring one) would be helpful in which newcomers are walked around the platform: what is its structure, what can I do, where do I find what, where do I “consume” content vs. engage and contribute? That livestream would have to be super easy to find, of course, maybe in the “New to Tonebase?” section. It might help increase user engagement and decrease frustration.
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Also, I see a lot of people complaining that the musicians quotes on the home page flash across the screen too quickly. That may be so, and it should be fixed. But as someone who has used Tonebase on an almost daily basis for years, I have a different request regarding those quotes: can you please mix them up, exchange them, and show us new ones on a regular basis?
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Hi - I would love it if every video that provides a deep dive into a specific piece would also include a detailed discussion of the harmonic analysis and structure - for each movement. That would be so helpful for me. I could check my own analysis against the clinician’s, which would help me better understand where my analytical weaknesses are…
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This may difficult to implement, but it would be nice to be able to ask questions about the online lessons. For example. I am watching 's trills lessons. I have a question about trills, but don't know where to ask. I don't expect the instructors who recorded the lessons to necessarily answer the questions as they are likely no longer in the mix, but if someone was monitoring the questions, they could assign them to a suitable expert.
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As a premium member, I’ve reached out to your customer service at least five times and haven’t received a single response. Yes, I’ve checked my spam folder. This is extremely disappointing and unacceptable for a company that markets itself as a premium service.
It’s clear from other members’ experiences that I’m not the only one struggling to get support. You simply cannot run a business without a reliable way to respond to your customers.
Speaking as someone who works in product, I’d strongly suggest implementing a third-party customer support solution. For example, Zendesk, Help Scout, or even Zapier integrations can ensure that customer inquiries are tracked and responded to systematically. These tools can help your team track communication and address customer service issues.
I hope you’ll take this feedback seriously and make improving customer support a top priority.