TP
- Comment
First, let me say that my business revolves entirely around this machine. Ive used Silhouette cutters before with great success, so I was really excited about this model. However, it broke after only TWO WEEKS of use. It started by only registering about half the time, with the other half resulting in an error. When it did cut, it would suddenly skip to an inch above where it should have been. Other times it would pause mid-cut and either shut off or stall out. Sometimes the screen would flash colors randomly. In short, it was an absolute mess. Heres a breakdown of the customer service responses from Silhouette: -Called to report issue and was placed on hold for an hour. Then the call was ended by Silhouette (they hung up). -Called to report the issue and managed to speak to a human being. I requested a new machine based on the fact that I am very experienced with Silhouette software and firmware, but could find no solution to the problem and suspected it may be a wiring issue. -She "reassured" me that she could fix it and asked me questions over a thirty minute period. She then suggested I "take it back for a refund", which is outrageous because EVERY Silhouette retailer has a "no open box" return policy. The fact that I had to notify her of that makes me wonder how many people have wasted time trying to return their items. -I confirmed my firmware and software were up to date. She suggested I use the Silhouette design program to "check for updates" using the feature on the toolbar. When I tried to do so, it said no updates could be found. She "reassured" me that there were probably updates and that I wouldnt be able to search for them through the program because there was a huge glitch in that feature. Then why have me do it? -When I asked if any recent updates were having problems, she admitted that an update in January had caused "a ton of bugs". Not what any customer wants to hear. -After telling me that a replacement machine would be the most likely route after checking my firmware and software options, she had me re-install them both, but not before she promptly ended the call stating that she needed to stop for the day because her "shift ended in a couple hours". Well, how about the hours I wasted on the phone? By this time, the count was well into four hours. -I answered all her questions, ran all the system checks she asked for, updated/re-installed all the firmware and software, and took pictures of all the error screens she asked for, with the understanding she would call me back the next day. She didnt. -I waited on hold another hour the next day until Silhouette hung up on me. -I emailed support, asking for an immediate replacement for my machine that was TWO WEEKS OLD and included all the information and pictures I had previously sent to the first rep. -I received an email back stating that in order to even be considered for a product replacement, I would now have to send in video of the malfunctions to "prove" my machine was doing what I claimed. I cant deal with this anymore. Its outrageous that I spent close to $300.00 for two weeks of ownership, half of which was full of frustration and malfunction. My business revolves around my need for a precision cutter, and Ive lost out on a ton of sales because of this disaster of a machine. Not to mention the time and supplies Ive wasted having to "prove" my machine is really malfunctioning. My first call was in early February and this has still not been resolved. My guess is their waiting for me to go away. READ ALL THE ONE STAR REVIEWS AND YOU WILL SEE MORE OF THE SAME!