SO i complained on their facebook page which yielded quicker results. I posted the same info as my original post and heres the following dialouge. Apparently I discovered some process error between the warehouse and customer service. Now just waiting on that credit haha, and the cutter Warning: Wall of text USCutter: "Good afternoon! I'm sorry your new cutter didn't get out to you faster, but the issue was that we were not informed when the cutter was sent back to us. Our RMA instructions state that a customer who is returning an item must contact us and let us know when the item has been shipped by FedEx, and we can get a return shipment sent out. When a package shows up at our warehouse from a customer, we're not always able to figure out who it came from or what order number it's tied to.
I do apologize for the difficulty you've had with your machine. As I'm sure the tech mentioned, this is a very odd issue. We have never seen a machine with your symptoms not be fixed by installing a new power supply. This does not reflect the standard that USCutter holds its systems to. As always, you still have a lifetime tech support agreement with us. If at any point in the future you're experiencing trouble with your cutter, please give us a call and we will be happy to provide assistance. Thank you!" My response:
"No where in the email containing my RMA did it state to contact you after I shipped the unit back. I just checked again. Also from a logistical standpoint, your return method doesn't make sense. How do you not have a system in place at the warehouse to communicate when a customer returns their order so they can be refunded or resent a new unit ? How did the tech check and see that my unit was returned but a replacement wasnt sent? I also packaged my rma number and order form copy with the returned unit. This is just unacceptable on your part and youre trying to flip the blame on me." USCutter: "Hi *****, you're actually 100% right. I had to take a deeper look into this situation and we absolutely are responsible for the mistake here. From our records it didn't appear that the package was properly labeled for the return, but checking the warehouse logs show that you did in fact have the RMA number on there. What I had read the situation as was an unlabeled box showing up to us, and I could only verify that the item was yours by checking the FedEx tracking number attached to it. Additionally, it appears our new RMA emails do not actually include the memo reminding customers to call into us and let us know when their items have been shipped back so we can start tracking them through FedEx. This is definitely our fault, and has exposed a process error that we are going to correct immediately. What I'd like to do is apply a customer credit to your account for some free supplies in the future. I again want to apologize, and would like a chance to provide you with the service our customers appreciate us for."
