mobileguy 1 Posted October 7, 2010 Hello, I purchased the Zencut Black 3 weeks ago and so far have been very impressed by it's quality and speed. We have however found a defect which has caused a loss of time and alot of material. Basically, the cutter makes long diagonal 12-15" cut down the material at strange times. It's generally either A. we have more than 1 copy in the Que or B. we send the cut to Que before the cutter is ready to start. It's been VERY frustrating trying to figure this mess out. We have tested PC - USB - ZenCut Black Mac- USB Keyspan adapter to Serial Software Greatcut SignCut Called and spoke to Support and have noted a USB defect and offered to send a $39 USB signal booster cable to try and fix the problem they state is with the USB and it's connection to the Motherboard. *NOTE: this also occurs with the serial is I'm thinking it's a software or hardware issue. I hope USCUTTER can replace this or send me a comparable working model like Graphtec or Roland. I really like this cutter but it seems to have a very Major flaw. Here is a vid I just made and you can sorta makeout the big long diagonal cut it made. I have around 20 feet of material wasted with pics if anyone wants to see or would like more vids. http://tinypic.com/r/2ywha8y/7 Share this post Link to post Share on other sites
LeeHuff 0 Posted October 7, 2010 I honestly think that it is software/driver related. I have had my Zencut Black for about 6 months now and first started out using my old laptop to send jobs to the cutter. I experienced many different weird things happening and sometimes it would loose all connection to the cutter. I found that rebooting the computer would fix things temporarily. My old laptop is a 32bit Windows XP. Recently purchased a new laptop (64bit Windows 7 Home) and have had no issues since. It did take me a little bit to get it up and ruining on the new computer. Just had to change one thing with the cutter and a few things in the print driver. Now with that being said... I do not know if it is the new computer, operating system, or that its 32bit or 64bit. Your guess is as good as mine, It just seems that some combinations tend work better. Share this post Link to post Share on other sites
mobileguy 1 Posted October 7, 2010 All new computers Win 7 with 64 bit MacBook Pro OSX Serial and USB The support rep did mention this is a known defect and it doesn't effect every machine. When I asked for a exchange he said it's impossible for them to know which ones have the issue. So they sent me a $39 USB Booster Cable which of course will not fix the problem because we too are experiencing this with serial. It's not a driver or software issue. As stated in the first post the support rep did confirm a known defect. Share this post Link to post Share on other sites
mobileguy 1 Posted October 7, 2010 I should also mention a USCUTTER rep did remote desktop into the PC and confirmed all settings were correct. We have tired GreatCut & Signcut both on PC and Mac and in addition have used both Illustrator and Corel files both work fine on a Roland GX24. Share this post Link to post Share on other sites
mobileguy 1 Posted October 8, 2010 Received this yesterday from USCUTTER. I really hope this USB cable extender works. I will test and report back. We have seen this defect in some of our machines and the only fix that we have found is within the USB Extender cable. Even though you are using Serial the problem is caused by too much electric noise at the input of the data into the cutter. When ever a single bit of data is missed it will cause this exact diagnol line across the cut. If you give this a try and the cutter is still not functioning correctly we will have to look into possibly replacing the machine. ___________________________________________ Tom Lockhart - Customer Solutions Division 1.888.298.8143 Share this post Link to post Share on other sites
Rodger 527 Posted October 8, 2010 In the 3 years I have been in this site , I have read many difficulties with using a laptop . Maybe try a desktop to see if any change ? Share this post Link to post Share on other sites
mobileguy 1 Posted October 11, 2010 Got the "Cable Extender" from US CUTTER.. DID NOT WORK! This cutter is going back this week unfortunately. The sad thing is that USCUTTER did admit a HUGE defect in the machines and said they can not determine which machines had them. Thanks USCUTTER for wasting our time and money on these defective machines. However, we're not giving up we'll try another machine in an effort to see if the said machine is just a lemon. Note* It gets worse after time. Recommendations: We would NOT RECOMMEND Zencut Black and wish we would have had the money to purchase and or upgrade to a Roland or Graphtec. Uscutter does have great support but didn't seem at all concerned with the defect. Still having this problem. It seems to be getting worse. Vids Below http://tinypic.com/r/4ufdx1/7 http://tinypic.com/r/108ac11/7 http://tinypic.com/r/14w4qwj/7 Share this post Link to post Share on other sites
BannerJohn 1,324 Posted October 12, 2010 wish we would have had the money to purchase and or upgrade to a Roland or Graphtec. am I missing something here? The price difference between the Graphtec and The Zencut black is less than $100 for the 24" models. Share this post Link to post Share on other sites
mobileguy 1 Posted October 12, 2010 But not including the Media Catch Basket which is +$400 We didn't pay the retail for ZenCut. About $300 less. So about $700 here.. Share this post Link to post Share on other sites
BannerJohn 1,324 Posted October 12, 2010 Seems like $700 isn't a lot considering the prices of the products you are selling. Is the catch basket really worth the $400 you saved? I got rid of mine..it took up too much room and I kept bumping into it. Share this post Link to post Share on other sites
mobileguy 1 Posted October 12, 2010 We actually like the catch basket. It's really a catch 22 at this point. The material we cut is PVC which is very thick and thats where the 600 grams of down force helps.. We'll try another Zencut black out in hopes it will be defect free. We really want to love this machine! Share this post Link to post Share on other sites
BannerJohn 1,324 Posted October 12, 2010 You should have asked USC to unpack and TEST it before shipping. They will do that. Share this post Link to post Share on other sites
Jay2703 704 Posted October 13, 2010 You should have asked USC to unpack and TEST it before shipping. They will do that. I would never think to ask that. It is good advice though. Share this post Link to post Share on other sites
Dakotagrafx 7,297 Posted October 13, 2010 You should have asked USC to unpack and TEST it before shipping. They will do that. great idea Share this post Link to post Share on other sites
Guest Posted October 13, 2010 The "defect" in the machines is USB ONLY. This machine seems to have something else going on and I would still say the Zen Black is a great cutter. The only issue it has is the USB communication occasionally being interrupted and the factory has a change in the design that fixes it. They have already implemented it in the manufacturing process. The booster cable does fix the "defect" you mention and this is why I believe the machine has some other issue. It could be an internal problem with the cutter (I suspect it is). I would make contact with support for an RMA or WCA to either get you a replacement component or have the machine repaired. You can open a support ticket at https://support.uscutter.com/hc/en-us or cal 888-298-8143 USCutter Support Team. Share this post Link to post Share on other sites
Dakotagrafx 7,297 Posted October 13, 2010 How did you get a zen black for 700??? I am interested in this one! Share this post Link to post Share on other sites
mobileguy 1 Posted October 13, 2010 Thanks! Great Support. We look forward to having a correct working machine very soon. Dakotagrafx- We didn't pay the retail for ZenCut. About $300 less THAN RETAIL.. Please read. Share this post Link to post Share on other sites
mr300s 1,272 Posted October 13, 2010 I am just curious how thick this Pvc stuff is , that you are trying to cut? Glad it working out for you Share this post Link to post Share on other sites
mobileguy 1 Posted October 13, 2010 0.25 mm Takes a deep blade depth and around 410g of force. Our Roland GX24 can't cut it. Share this post Link to post Share on other sites
Dakotagrafx 7,297 Posted October 14, 2010 But not including the Media Catch Basket which is +$400 We didn't pay the retail for ZenCut. About $300 less. So about $700 here. so you paid 1200?Glad to hear you are getting it replaced and hopefully it will cut what you need. if the Roland won't cut it - it scares me to think a GCC will Share this post Link to post Share on other sites
mobileguy 1 Posted October 14, 2010 With 600g of Downforce it's a beast. I believe USC said someone sent them a piece of rubber it cut through. 1 Share this post Link to post Share on other sites
Dakotagrafx 7,297 Posted October 14, 2010 I'm still waiting for someone that is not a salesman to tell me how great they are compared to other cutters. you could be the first with a GX-24! Share this post Link to post Share on other sites
BannerJohn 1,324 Posted October 14, 2010 there have been positive reviews of the ZenCut. Look for them. Its just as bad to put something down that you have no experience with as it is to build it up. The sun don't shine out Roland's ass,in spite of what some people think. Go to the Roland Forums sometime if you want to see complaints about the Rolands. There are plenty. Just as there are every other cutter made. Share this post Link to post Share on other sites
Dakotagrafx 7,297 Posted October 14, 2010 I have nothing against the zens - just would like to see a review by someone with experience with the other high end cutters to compare them - an unbiased review! this could be that guy when he gets a good running machine as he has had experience with both Share this post Link to post Share on other sites
BannerJohn 1,324 Posted October 14, 2010 Let's hope so....it certainly won't come from his partner. Share this post Link to post Share on other sites