I purchased a vinyl lettering machine from the website cutterpros.com back in November. When I received my cutter, there were no instructions and I would call the number listed for technical support and either it would just ring and ring or be transferred to a voice mailbox that was full, so you couldnt even leave a message.
After months, I finally got a hold of someone and they had sent me a defective key (USB cable) which was the reason my system was not working. I had to spend countless hours talking to their tech support people trying to get the system up and running.
I finally was able to get the system up and running however there have been significant bumps along the way. And every time I would contact their tech support, I would just get the run around. I ended up having to teach myself how to fix the issues because they were no help.
Recently, my entire system has crashed. I tried calling their tech support people again and all they did was try to get me off the phone or tell me they were going to do something (which they wouldnt end up doing it). Kendall is supposedly the Tech Support manager buts seems to lack any type of technical support skill whatsoever. She would tell me one thing while another employee would tell me something different. She would put the blame on the software company and pass me off to them.
Today, I had to keep calling them just to get some answers to my questions. Kendall became agitated when I would tell her that her "suggestions" were not working. She would send me links and downloads and tell me that they would fix the problem, but she cant even identify what the problem is! Then she actually tells me that I will probably just have to get a new system and upgrade everything because my machine is over a year old. No where on their website does it state that you have to continually upgrade or buy new machines, in fact, its states quite the opposite. They say on their site that they have these packages where you get everything you need to run your cutter, while most people cant even install the software to even begin.
Their way of doing business seems a little shady. If they are going to be in an industry where they are selling things, they need to the ins and outs of each product and be able to assist callers when they need help, not waste their time.
I told Kendall today that I would be reporting her and writing a consumer complaints and her response was, "then I will do a report about your website." Real professional. And why would you write a report about my website or business when you HAVE NEVER bought anything from me or used my website? These are the type of people they have working for their company.
Do not buy anything from this company because they have poor products, horrible customer service and no tech support.
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