Customer service?

Another reason why I am happy I replaced my dead Cricut electronic cutter with a Silhouette SD:

When my Cricut died, I tried everything I could to see if there was something wrong that needed to be changed so I could get the power button to actually work. I then went to the Cricut website and found their knowledge base and tried each of those steps. I sent an e-mail to Cricut support, and even included the steps below my e-mail so they knew what knowledge base article I was referring to:

———————————————————–

to: support@cricut.com

date: Wed, Jan 5, 2011 at 7:06 PM

subject: My Cricut does not power on

Hello,

My Cricut does not power on. I found an article in your knowledge base and I still can’t turn it on. My power button does not glow green. Nothing is displayed in the LCD. I pushed the power button several times, making sure I pressed it hard enough. The power adapter is plugged in to a live outlet. I tried other outlets as well. Both parts of the adapter are plugged together, and the adapter end is completely plugged in to the machine. There is a green light glowing on the face of the power adapter, so I know it is plugged in. I checked all of these things more than once, and my Cricut still does not power on. Do you have any other suggestions or is my Cricut dead now?

Thanks,

Karin Tungseth

Possible Solution 1 – Does the power button itself glow green? And are there just squares displayed in the LCD if so? If this is the case, the Cricut machine will need to be serviced.

Possible Solution 2 – Make sure the power switch has been firmly press.

Possible Solution 3 – Make sure the power adapter is plugged into a live outlet, both parts of the adapter are plugged together, and the adapter end is completely plugged into Cricut machine.

Possible Solution 4 – Check the power adapter is plugged in. There should be a green light glowing on the face. If not, it may be defective and needs to be replaced.

———————————————————–

After I received no response for a couple of days, I finally just called their customer support number and talked to someone. I told her I had sent them an e-mail and had not received a reply. She had me check ONE thing, that there was a green light glowing on the power adapter, and then told me the only solution was to buy a replacement machine.

TODAY, 15 days later, I got the following e-mail:

__________________________________

date: Thu, Jan 20, 2011 at 3:40 PM

subject: RE: My Cricut does not power on

Hello,

Thank you for contacting Customer Support.

Due to the technical nature of your inquiry, we would recommend that you contact our Customer Service Department at: 1-877-727-4288.  Our hours are Monday through Friday 7am to 6pm MST.  We do apologize for any inconvenience that this may cause and look forward to hearing from you soon.

Thank you for your patience.

Have a wonderful day!

Customer Support

—————————————————————–

Thanks! And I’ll have a wonderful day using my Silhouette SD. Yes, I actually did send them a reply because I thought they should know what I think about their customer service. Here’s to hoping Silhouette’s customer service is better!

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1 Comment

Filed under Scrapbooking, Uncategorized

One response to “Customer service?

  1. Jen

    That is so dumb. Im glad you got the Silhouette – it seems so much better in so many ways….hopefully it will last longer also!

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