Resz 2 Posted May 19, 2015 So i'm new to the whole vinyl cutting business and all, but after doing a lot of research and determining my budget for a hobby buy I decided on the US cutter SC series. I was told not to buy a bottom of the line MH series. Anyways I receive the cutter DOA, call customer support who has me check a few external things, then open it up to see if the power supply is getting any power. Turns out it wasn't, so they overnight me a new power supply. I put that in and it doesn't solve the problem. Cutter hasn't even turned on from the start. I get back on the line with customer support and get a RMA and shipping label, and ship the whole unit back to USCutters. That was 2 weeks ago. They received the cutter last Wednesday. I havent received any type of update or anything.Call them up today, "Yeah we received your cutter, but haven't shipped out a new one yet, we'll ship it today"Yes the customer service was nice through it all BUT I must've spent 2+ hours on hold in total. Not to mention how i received a unit that didn't even turn on from the get go, and they had my returned unit but haven't ship out a replacement in almost a week?Where is quality control? If I ran a business and depended on this cutter I would be postal. All that down time.Hope this next unit works and will probably never buy anything from UScutters againThumbs down US Cutter 1 Share this post Link to post Share on other sites
Primal Decals 621 Posted May 19, 2015 That sucks. but thats why they say dont go with the bottom line quality.. i started with the titan 2 24" cutter and have no complaints on it... does what i need it to.. Share this post Link to post Share on other sites
Resz 2 Posted May 19, 2015 The unit should have at least turned on.Plus the $400 i paid for the 34inch SC is an acceptable hobby cost for me, the $1k+ titan 2 is not.Anyways thanks for the response, i just need to vent . 1 Share this post Link to post Share on other sites
Primal Decals 621 Posted May 19, 2015 lol.. completely understandable and ya it should of turned on and worked.. its not the first one ive heard about happening like that... Share this post Link to post Share on other sites
Dakotagrafx 7,297 Posted May 19, 2015 I had a hard start with my first cutter - a p cut with a capacitor installed backwards at the factory - it blew up at 2:30am in a quiet basement scaring the crap out of me. fact is they come over in containers from china and things get jostled and some things happen. it isn't fun for the person getting it and dealing with it but with thousands of cutters sold yearly some klinkers will get in there. hoping for a quick resolution and I understand the need to ventnow for the "If I ran a business and depended on this cutter I would be postal. All that down time." one of my pet peeves is we get newbies all the time complaining (which you didn't- thank you) that they are losing money because they bought a value cutter and have hundreds of orders waiting losing them money before they have a cutter in hand, hooked up, working properly and know how to use it. thank you for not being one of those 6 Share this post Link to post Share on other sites
Macon Innovations 228 Posted May 19, 2015 I took the forum guru's advice and picked the Laser Point 2....And so far it has been a great machine for my starter...But the US cutter customer service that I have received has been to notch Share this post Link to post Share on other sites
joker 618 Posted May 20, 2015 I ordered the Sc model over a year ago and have not had any problems. it is a great machine for the price. 1 Share this post Link to post Share on other sites
Resz 2 Posted May 20, 2015 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 cutterWarning: Wall of textUSCutter: "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." Share this post Link to post Share on other sites
rpmrpm 32 Posted May 20, 2015 Once again, in all my dealings with (and as frustrated as I might or might not have been) USCutter has ALWAYS taken care of me in the end. I wish more companies could resolve product issues like they do. Good luck with your replacement and happy cutting. PS hats off for posting the follow up. 3 Share this post Link to post Share on other sites
Wildgoose 4,200 Posted May 20, 2015 I agree with rpm. While I never had an issue of the nature yours was the few I have had were immediately dealt with in as reasonable a fashion as could be expected of anyone and they have NEVER let me down. It's part of the reason i am as loyal a customer as I am, they have earned it. Share this post Link to post Share on other sites
jaybyrd 3,770 Posted May 20, 2015 Just for a future reference looking for uscutter help on here isn't normally going to happen. We go through techs on a regular basis on here and the never seem to last very long and the moderators and members do not work for uscutter so there isn't much we can do to help in these situations but I am glad you got it sorted out with them. 1 Share this post Link to post Share on other sites
maxcat128 28 Posted May 20, 2015 US Cutter shipped a refurbished Roland GX - 24, when my client paid for a new unit. No other problems so far! 1 Share this post Link to post Share on other sites
Resz 2 Posted August 25, 2015 ******UPDATEStill highly upset.They never gave me a credit when I placed my last order so I called to cancel it and they wouldn't.Complained on their facebook page and they gave me a $20 credit......... more like a slap in the face, and only 3 months later too! Share this post Link to post Share on other sites