Hoss 5 Posted October 15, 2012 The ruler/marker strips (or whatever they are called) were missing from my unit (an MH 721-MK2). The MH setup videos, the manuals, etc all clearly show a strip on the front and back, and are used for lining up material (I'm sure other uses, but I'm new to cutting). Anyways, per help from this forum, I contacted USCutter support. Here is the transcript about asking about the missing strips. Am I missing something here? 09:13General: A 60 degree blade will cut deeper, and as such is designed for thicker material. 09:16Chris Hostetler: Thanks! ok, last topic... I just got an MH-721 and a couple concerns I had with it... 1) The setup video says I should have gotten 2 45 degree blades, and 1 60 degree blade, however, all 3 were red 45 degree blades. 2) There are no rulers on the machine, the ones that are along the front and back side, used for lining up material. Can you send them to me? 09:19General: I am not aware of an MH that comes with those, but I'd be happy to look up the order and verify the contents that were sent vs what was supposed to be sent. 09:19General: What was your recent order number? 09:19Chris Hostetler: I'm not sure, my wife got it for me for my birthday, from amazon. 09:20Chris Hostetler: You may have changed what blades you ship with it, but I know for sure its supposed to have the rulers. 09:22General: I am not aware of any rulers on any MH models. 09:22General: Could you give me the zip code you shipped the item to? 09:23General: I can try and look up the order with that. 09:24Chris Hostetler: XXXXX 09:25Chris Hostetler: XXXXXXXXXX 09:25General: Do you know when the order was placed? 09:26Chris Hostetler: Not sure exact date, a week or two ago. It shipped fast. 09:26General: Alright, I found the order. One moment. 09:28Chris Hostetler: Here is a photo of one, you can see the front ruler... http://www.stahlsblo...efine-MH721.jpg 09:29General: That model is not the current model unfortunately. 09:29General: That is an older series 09:31Chris Hostetler: http://forum.uscutte...-721-no-rulers/ According to this guy, it shoudl have them. 09:32Chris Hostetler: All the units on this page on your site show the ruler. Also, you MH setup videos show the rulers, and even tell you to use them to line up the material. http://www.uscutter....es+Vinyl+Cutter 09:33General: Well, that is not the same thing though. The models that are currently sold have lines without numbers. 09:33Chris Hostetler: Oh, sorry, terminology might be off. Not sure about numbers vs markers, but in either case, I don't have either on mine. 09:34Chris Hostetler: Its like someone forgot to put the stickers on. 09:35Chris Hostetler: Here is an actual photo of my unit: https://www.dropbox....%2012.57.58.jpg 09:35Chris Hostetler: This is a photo I took of mine, in my house. 09:37General: Could you take a picture of the front and back of your cutter so I may see the area where the ruler would be? 09:38Chris Hostetler: I don't have a back one at the moment, I'm not at home. But that one of the front I just gave you a link too does include the area where the ruler/marker strip would be. 09:39General: Alright, if you could do that we would be happy to look into it for you. 09:39General: If it is missing those strips then we of course would be happy to help fix that. 09:41Chris Hostetler: I don't understand. That photo of the front shows clearly where there should be strips. Maybe we are talking about different strips? I'm not even sure what other photo of the front I would need to take to make it more clear. 09:42General: Well, as in the other pictures you showed me from other websites, there is a strip on the front with hash marks so you can more easily line up the material. 09:43General: I would just need a close up picture of the machine back and front so I can see if that is missing from your model. 09:43General: It is pretty hard to see from the picture you linked. 09:43Chris Hostetler: Yes, and the photo I sent you of mine is missing them. 09:44Chris Hostetler: what, no way. This photo? Its very clear and large. https://www.dropbox....%2012.57.58.jpg 09:44Chris Hostetler: at 2:47 in this video by USCutters, you can clearly see the strip and compare to my photo. 09:45General: Yes, the photo is very clear and large but does not actually help with this situation. 09:45General: We would need a close up photo of the areas I am referring to. 09:45Chris Hostetler: The strip is on the front below warnign sticker that it could cut you. 09:45General: I am trying to help you resolve this, but we just need a small piece of information. 09:45General: I am by no means trying to make this any harder for you. 09:45General: If you can help me get the information I am asking for we would be happy to get this resolved. 09:46Chris Hostetler: Here is another photo close up of the front... https://www.dropbox....ssing_ruler.jpg 09:48General: Sir, that is a zoomed in picture of the one you just submitted. 09:48General: Is it possible for you to take a close-up picture of the back and front of the machine so we can see the areas I am referring to? 09:49General: If you do not want to do this please give us a call so we can see what else can be done with your situation. 09:50General: Those strips are something that is pre-attached to the machine. So, if they are missing from yours I am sure we can help with that. 09:50General: I am just trying to get the pictures of your machine so we can verify the part that needs to be replaced. 09:50Chris Hostetler: Yes, because it is a higher rez image than the first version I shared. But it is clear the ruler is not there. It doesn't sound like you know your product very well. Anyways, I'll get new photos to "prove" myself to you and delay getting a resolution to the issue. 09:51General: No one is trying to prove anything sir. We are trying to help fix the problem you are having. 09:51General: I am very familiar with the product and just want to help you resolve the issue. 09:52General: Will you be able to take a couple of pictures of the machine's front and back where the strip is so we can verify which parts need to be replaced? 09:52Chris Hostetler: I will do so. Although you are really not making me feel comfortable about buying this product. 09:53General: Buying which product? 09:53Chris Hostetler: A USCutter product. 09:53General: And I am sorry if asking for information about a problem makes it uncomfortable for you. We are just trying to get you the correct part. 09:53General: Without knowing what needs to be replaced I have no way of replacing anything. 09:54General: We provide support to the best possible level for all of our products, and this is a fairly simple situation that has a very easy resolution. The only thing we need is a picture of the back and front of the cutter where the strip should be so we can correct the issue. 09:56Chris Hostetler: The problem is you do know. The photos are obvious they are missing (at least the front one). But I will do as you ask and delay resolving this issue. I just don't understand the need for the extra photos/delays/etc all for a couple of stickers that your company forgot to put on. 1 Share this post Link to post Share on other sites
piscespokerbrat 80 Posted October 15, 2012 I think its time someone calls you a waaaaaaaaaahhhhhhhhhmmmmbulance! If you had bought DIRECT from UScutter you wouldn't have this problem! Share this post Link to post Share on other sites
mopar691 281 Posted October 15, 2012 So the guy asks you to do something and you don't do it and get upset with him? Whats your rant again? Share this post Link to post Share on other sites
Dakotagrafx 7,297 Posted October 15, 2012 seriously - no ruler on the front is going to help you light up the material . . . . . put it in - run a little thru if it needs adjusting - adjust it - unless you have a long vertical line on the front the ruler is useless Share this post Link to post Share on other sites
Hoss 5 Posted October 15, 2012 I did provide a photo I had of the front (which is only photo I had at the time, I'm at work, so rear photo will have to wait until tomorrow). It seems pretty clear to me that the strip is missing. As for buying direct, I bought from USCutter selling on Amazon. Besides, my concern wasn't with ordering, or finding the order, etc., so not sure why that was brought up. They are helping me the same as if I had ordered from their site. It maybe a bit of a wambulance situation I agree , my post is more about is this what I should expect from USCutter? The support person doesn't seem to know the product very well and doesn't seem to have much trust in me about the issue in the first place. I mean, is the pictures not clear enough, it seems very obvious to mean that there is not a strip on the front. It just seems like a lot of run around/evidence needed for a couple of stickers. Thats all. Share this post Link to post Share on other sites
Hoss 5 Posted October 15, 2012 seriously - no ruler on the front is going to help you light up the material . . . . . put it in - run a little thru if it needs adjusting - adjust it - unless you have a long vertical line on the front the ruler is useless Thats good to know, thank you! USCutter's video said its needed and shows how to use it for loading material properly, also, this forum post (http://forum.uscutter.com/index.php?/topic/38041-mh-721-no-rulers/) I made said it was needed. But maybe a mute issue if its not even needed! Share this post Link to post Share on other sites
piscespokerbrat 80 Posted October 15, 2012 Well, how do you KNOW the cutter you got from Amazon that someone didnt remove the ruler? Thats why I said, if you order direct, they have great quality control it seems. I have ZERO issues from them, and I am feeling pretty loyal to them at this time (UScutter better send me a check for saying that!!!!!!). Share this post Link to post Share on other sites
Hoss 5 Posted October 15, 2012 Well, how do you KNOW the cutter you got from Amazon that someone didnt remove the ruler? Thats why I said, if you order direct, they have great quality control it seems. I have ZERO issues from them, and I am feeling pretty loyal to them at this time (UScutter better send me a check for saying that!!!!!!). USCutter has an account with Amazon, and sells direct through them (sold and shipped by USCutters directly, no middle Amazon or 3rd party involved). Which is good because it's how I found them and decided to buy a USCutter and not something else (because the reviews, etc). As you can see in the transcrip, I provided them info (which I XXXXXed out for the purposes of this forum) and they found the purchase in their database no problem. This did not go through some other person, the box is right from USCutter and exactly the same as in the MH setup video (same markings, labels, start.uscutter.com sticker, taped up straps, etc). Anyways, this post is not exactly about this specific issue, but as the title says, I'm trying to find out if I made a mistake in going with USCutter. I take it your opinion is 'No'. Which is good and what I'm trying to find out. Share this post Link to post Share on other sites
piscespokerbrat 80 Posted October 15, 2012 Oh, I read some of the transcript, then I glazed over.. lol I didnt know USC had an account with Amazon. USC doesnt make the cutters themselves. They are just a middle man I think and buy from China. So, someone in China sent USC a cutter without a ruler and then they sent it to you. Its not that big of a deal. I am sure USC will make it right. They seem pretty solid and reliable and from what I can tell through trolling the board is that their customer service and quality has improved significantly over the last 3 years. SliceandDice (a member here) bought a MH series cutter to start his business with, and he ran that machine every day for a couple of years. So, if thats any testimonial to what the base model cutter can do.... Share this post Link to post Share on other sites
mabscotthandyman 1,410 Posted October 15, 2012 I think the biggest question is how it cuts ? I personally don't think a ruler strip will help in tracking . I don't know if my pcut even has a ruler on it . I use the pinch roller on the right side and set it about 3/4 inch from the edge of the vinyl then run the vinyl out the length of the cut and watch that the margin between the pinch roller and the edge of the vinyl stays the same if so it is tracking good . Common logic leads to the better quality machine but if the mh series does what you want it to do then you did well with the purchase . Just my 2 pennys Dan 1 Share this post Link to post Share on other sites
MZ SKEETER 4,709 Posted October 15, 2012 I would say the ruler is useless also. You can just place a strip of tape if you want to use it that way. I have a high end Graphtec, and there sure is no ruler on it. You don't need it. 1 Share this post Link to post Share on other sites
HybridThread 14 Posted October 15, 2012 I am with Hoss on this one. It doesn't matter if you guys don't need or want the ruler on the machine. It is suppose to be there and it should be. If the transcript he posted is accurate then Hoss was very nice as was the rep, but, the rep didn't even understand what the ruler was (09:22General: I am not aware of any rulers on any MH models.) and then stated towards the end that they knew the product very well. This clearly shows that-that particular person does not know as much as they say. The way I see it from a customer service point is they should have just sent the adhesive rulers, yes rulers not hash marks (i'm looking at my MH-871-MK2 right now) with limited questions. My reasoning is that it's sticky rulers, who tries to cheat a company out of something so small? It would be different if he said the cutter didn't come with a main board and the steppers were missing. Now with all that said I still trust uscutter and while I'm sorry for your issues don't let this one rep stale your relationship with uscutter as a whole. They offer great products, and good prices with excellent shipping times and rates. Why are you guys saying the rulers don't matter? Anyone with an MH that cuts anything longer than 20" or so knows the rulers do help. The MH isn't exactly known for its superb tracking over distance. You can't compare a Graphtec to this issue either. Of course a Graphtec doesn't need the rulers like the MH. My Roland doesn't have rulers either, because it doesn't have tracking issues, same as the graphtec. The MH, ya, it needs something to help check tracking. Tape would work yes, but when the product is suppose to have something on it, it should. It's not like this Hoss guy started yelling at the rep like a lot of these whiny customers. Anyways this is my opinion on the matter. I really think you guys are being overly harsh. Share this post Link to post Share on other sites
Hoss 5 Posted October 15, 2012 USC support got back to me and informed me that they were sorry about the trouble and that they can not get the ruler stickers separately, that if I want them, I would need to exchange the unit, which they are happy to do. As an alternative to exchange, they offered a credit, of a reasonable amount, to my account (to purchase materials, etc from their site). So I have to say, I feel much better about USC now. It shows me they care about their customers and I should continue doing business with them. Thanks for everyone's opinions/comments. I'll follow-up in a new thread if not having rulers becomes an issue. 1 Share this post Link to post Share on other sites
piscespokerbrat 80 Posted October 15, 2012 Thats nice to hear.. told ya they seem like good people!! Share this post Link to post Share on other sites
MZ SKEETER 4,709 Posted October 15, 2012 I think the biggest question is how it cuts ? I personally don't think a ruler strip will help in tracking . I don't know if my pcut even has a ruler on it . I use the pinch roller on the right side and set it about 3/4 inch from the edge of the vinyl then run the vinyl out the length of the cut and watch that the margin between the pinch roller and the edge of the vinyl stays the same if so it is tracking good . Common logic leads to the better quality machine but if the mh series does what you want it to do then you did well with the purchase . Just my 2 pennys Dan I agree with Dan, It is all about how it cuts. I also own a Seiki 36" vinyl cutter.., purchased new in 2006, never used a ruler on it either...for tracking.. and I cut 8'-10' long decals. Share this post Link to post Share on other sites
Pcrat 65 Posted October 15, 2012 i use the ruler for basically my smaller scraps, a quick measurement of small squares or rectangles, so i know the media size. To me thats all its really good for lol. if ya want to line it up, just run it through a little bit 5 or 6 inchs back and forth. that will give ya atleast a good eye on it if its true straight or not... if your gonna do a job thats gonna be like 24 " or longer run... But yea i wouldnt sweat not having that "ruler" its as good as tits on a rock. Share this post Link to post Share on other sites
mabscotthandyman 1,410 Posted October 15, 2012 I just set the orgin on small pcs. I will reset the orgin ever new cut any way so it is no problem . Dan Share this post Link to post Share on other sites
CarterMarkham 18 Posted October 15, 2012 Ruler= useless. I made a mark on the white cutting strip where the sweet spot is for lining up the vinyl. Your situation is like a problem I have with my car. I have a piece of clear bra that is put on at the factory. It's starting to peel and dirt is getting under it. Unfortunately it is not a piece you can buy as a "part" because it's not a part. It's applied at the factory and not available to the public. Share this post Link to post Share on other sites
BannerJohn 1,324 Posted October 15, 2012 You can buy self-stick rulers. I have seen them at sewing supply shops. People put them on the front of their sewing machine table. Share this post Link to post Share on other sites
rdrgrafix2 30 Posted October 20, 2012 As far as should u have bought the cutter my answer is yes. I have I think four of them now and I have never had a problem with them......Scratch that one problem i ran the usb cord over with my office chair and broke it lol. Quality equipment for the price that will pay for itself over and over every week Share this post Link to post Share on other sites
Hoss 5 Posted October 20, 2012 So far I am very happy with my purchase, both in the cutter and in the service I've gotten from them (minus this one support personal). I also placed my first order for material and did will call at the redmond wa location and both people I interacted with there during the pick up were very friendly and quick. In fact, on many other generic vinyl/cutting forums, many of the links/info I found in them point to USCutter's site and its forum. So I feel very comfortable in my purchase, getting help, good supplies, etc. Share this post Link to post Share on other sites
BannerJohn 1,324 Posted October 20, 2012 If my cable and cell phone company had support as good as USC, my world would be a lot better 3 Share this post Link to post Share on other sites
