Yesterday our titan 2 carriage house belt broke so I called customer support for help. After going through steps with the support person (removing side of machine tightening belt etc.) I was told it could not be fixed and they would be shipping us a new MACHINE. I asked multiple times and verified that I did not need to ship back the old broken model and was told no and that they would just ship us a new MACHINE. We paid extra for overnight shipping as we need the cutter for our business. Today a MACHINE did not show up a motherboard did?! When we called back customer support we were told basically not their problem, I must be an idiot and repeatedly misunderstood the support person from yesterday. Which I did not. I was told a replacement machine was being sent. Never once was I told they were sending a motherboard I would have to install myself, I would have questioned that immediately. I again reiterated that I do not need a motherboard, the belt is broken and furthermore I am not qualified to tear apart a vinyl cutter and install a new motherboard. I was then told well there are youtube videos watch them. I was also told that since I did not have the box to the broken plotter my warranty is void (nothing about this was said in my previous conversation yesterday) mind you, the box is huge and we have had the machine for almost a year and do not have the space to store a huge box. So now I am left with an expensive piece of garbage with a broken belt and a motherboard that apparently youtube will teach me how to install. The support person was extremely rude and condescending and told us to never call back and our warranty was voided forever. I am not exaggerating or being biased this has been an extremely disappointing experience and we will no longer be customers .
