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JenniferPierce7 Offline
#1 Posted : Tuesday, November 23, 2010 4:23:03 AM(UTC)
JenniferPierce7

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I HAVE BEEN EMAILING CRICUT SUPPORT FOR A WHOLE MONTH NOW AND HAVE YET TO BE ACKNOWLEDGED OR RESPONDED TO. MY HUSBAND BOUGHT THE CRICUT EXPRESSION FOR ME IN JANUARY AND IT NO LONGER WORKS. I FEEL I AM BEING DISCRIMINATED AGAINST FOR BEING A MILITARY SPOUSE LIVING ABROAD. THE ONLY WAY I CAN COMMUNICATE AT THIS POINT IN TIME IS VIA EMAIL AS I LIVE IN SOUTH KOREA, WHEN IT'S DAY HERE, YOU ARE SLEEPING. WHEN I AM SLEEPING, YOU ALL ARE WORKING. I CANNOT FATHOM WHY NO ONE HAS ATTEMPTED TO EVEN ACKNOWLEDGE MY COUNTLESS EMAILS I HAVE SENT FOR THE PAST MONTH. IS THE EMAIL ADDRESS NOT SUPPORT@CRICUT.COM? WHY DOES CRICUT POST THIS AS A METHOD OF CONTACT OF NO ONE WILL RESPOND. THIS IS THE WORST CUSTOMER SERVICE O HAVE EVER EXPERIENCED AND I ABSOLUTELY LOVED THIS PRODUCT AND NOW I SEE IT AS A WASTE OF MY SOLDIER'S HARD EARNED 300 DOLLARS. BECAUSE I AM LIVING ON AMERICAN HOUSING IN SOUTH KOREA IS NO EXCUSE TO BE TREATED THIS WAY. CRICUT CAN STILL ASSIST ME WITH TECH EMAIL SUPPORT OR CAN SEND ME A REFURBISHED MACHINE THROUGH THE UNITED STATES POSTAL SERVICE AS WE HAVE AN APO ADDRESS THAT WILL NOT COST THEM ANYMORE IN SHIPPING THAN IT WOULD ANY RANDOM PERSON IN THE UNITED STATES. SO, THERE IS NO EXCUSE. I AM PREGNANT WITH MY FIRST CHILD AND REFUSE TO STAY UP PAST 10 PM TO TALK TO A TECH SUPPORT PERSON FOR ANOTHER HOUR WHEN MY ISSUES CAN BE HANDLES VIA REGULAR EMAIL CONTACT OR MAIL.

HERE IS THE ORIGINAL EMAIL I HAVE SENT SEVERAL TIMES. I WILL CONTINUE TO REPOST AND REPOST TO THE FACEBOOK CRICUT PAGE, THE DISCUSSION BOARD, AND EMAIL HERE UNTIL I GET AT LEAST ONE RESPONSE

Dear Sir or Madam,

I regret to express to you that I am having problems turning on my
Cricut Expressions machine. My husband purchased this machine for me
in January of this year and lets just say, I FELL IN LOVE WITH THIS
PRODUCT! It opened a world of creativity for me and lets just say I
lost many nights of sleep creating things with my Cricut. It has
worked beautifully for me, however, my husband is a captain in the
Infantry and we PCS-ed to South Korea 4 months ago. I was very careful
to take care of this machine. I refused to have movers pack it for me
to be shipped overseas. I hand carried it on my carry on roller
suitcase for the duration of the plane ride.

We also live in on base housing, which utilizes traditional American
voltage (as does all the Army offices and buildings on post so that
they can use their military equipment, computers, printers, etc.) so I
do not think it has anything to do with moving it or with the outlets.
My adapter green light is on, but the cricut itself does not power on.
I have not used the Cricut for about a total of 4 months. So, I
assumed maybe because it hasn't been used for a while?

I am really looking forward to any trouble shooting tips you might
have. I am emailing because it is very difficult to call because of
the horrible time zone difference. I have read that several other
people are having similar problems, only a few months after purchase,
at times. However, they were very happy with the solution that
customer service provided. I am very confident in this product and
will continue to purchase ProvoCraft products because I understand
that some machines may have small problems.

I still have my warranty if you all require a scanned image, I can
provide that for you if need be. If you see fit that I should receive
a new or refurbished expressions, you should not have to pay any
difference in cost for shipping if you are sending USPS as we have an
APO military address. If you cannot accommodate such a thing, I would
be more than willing to absorb the extra costs in shipping for any
other shipping provider that you may use.

--
Jennifer R. Pierce, M.S.
Psychometrist, LAPC eligible
Mobile: 706.442.1644
http://www.linkedin.com/in/jenniferpiercems
gcmcevoy Offline
#2 Posted : Tuesday, November 23, 2010 4:35:21 AM(UTC)
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Have you tried P M ing adminbecky? Maybe she could help you. Sorry you are having a hard time.hope this helps.BigGrin
JenniferPierce7 Offline
#3 Posted : Tuesday, November 23, 2010 5:50:28 AM(UTC)
JenniferPierce7

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Thank you so much! I just tried that too.
scrapalette Offline
#4 Posted : Tuesday, November 23, 2010 6:23:05 AM(UTC)
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Caligirl58 Offline
#5 Posted : Tuesday, November 23, 2010 7:51:26 AM(UTC)
Caligirl58

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PC admin should be ashamed for not replying to you. I have always found them to be very helpful. I don't think they are discriminating against you though, that's very harsh. Maybe, if you post the problem directly, someone on the MB could help. Did you have to plug your Cricut into a transformer? Maybe electicity in South Korea is 110 and not 220 as it is in Germany. Did you try the reset button? God Bless you and your soldier.

Respectfully,

Janet
CraftyAFWife Offline
#6 Posted : Tuesday, November 23, 2010 3:22:01 PM(UTC)
CraftyAFWife

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I think a lot of it was that PC was and is very overwhelmed with all the problems with the Gypsy and Mac update. I know I personally sent them an email about not getting the temporary password email and in response.... like 3 or 4 days later I got an automated email telling me to call customer service. I do sympathize with you. My husband is also military and when you are over seas it is a whole different story/world. Even though the addresses are US addresses not many people will ship to them. All I can say is I am sorry this is happening to you and I hope that it all gets worked out. Don't give up. Good Luck and a thank you goes out to both you and your husband for your services. Being a military spouse is one of the hardest jobs in the world.
RobynMcKeague Offline
#7 Posted : Tuesday, November 23, 2010 3:49:28 PM(UTC)
RobynMcKeague

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I am so sorry you are having such a hard time contacting them. Have you tried re-setting your machine? WHen you look at your machine, slide the blade houseing to the left. Look inside the machine on the right hand side. There is a small red button there. Push it. I always hold the button like a few seconds. I hope this helps.
Robyn
Protter Offline
#8 Posted : Tuesday, November 23, 2010 4:51:28 PM(UTC)
Protter

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I am so sorry that you are being treated this way and hope that they respond to you after reading this thread. I know how you feel as I had an issue a few months back that went on and on and no one ever acknowledged me either (and that was difficult enoough from the UK). I am not a US resident but I am still a paying customer.

Now I have a faulty Imagine Cartridge from my Imagine bundle and although it was from their UK launch and preferred retail partner and I am dealing with the Provocraft Europe office they are just as bad. Actually they tell me their excuse is they are waiting for a response from the US office Angry

I really do not understand why their customer service is so awful.

Good luck.
LindaScott7 Offline
#9 Posted : Tuesday, November 23, 2010 5:42:32 PM(UTC)
LindaScott7

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I called and the mess was they sent all home early due to a storm?? where they located anyway. also i was trying to place an order and page did not get past place order. i sure hope so cause before i knew it i click button 2 times but it stayed so i think it is froze up.

linda
AussieAlli Offline
#10 Posted : Tuesday, November 23, 2010 5:43:24 PM(UTC)
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I know it's inconvienient, but I think the best way is to phone them. I live outside the US as well, and set my alarm to get up to call them at a time that they were working, and had a fantastic experience, whereas i've never had a response to any email i've ever sent them.
Camille Offline
#11 Posted : Friday, November 26, 2010 12:11:20 AM(UTC)
Camille

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AussieAlli wrote:
whereas i've never had a response to any email i've ever sent them.


This is really sad though, don't you think????
AussieAlli Offline
#12 Posted : Friday, November 26, 2010 1:13:03 AM(UTC)
AussieAlli

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Camille wrote:
This is really sad though, don't you think????



I think it's terrible! At the moment, i have enough rewards points for a create, yet i can't get the shipping options to come up in checkout. Australia has recently been added to the rewards system, so i was so excited to finally be able to redeem. I can put carts, or CB folders or even a Gypsy in my shopping cart and go to checkout, but if i put the create in i get an "invalid address or shipping method" message. I know shipping will be high, and that i will be paying, and i'm happy to, I just need help as what to do next..I've sent two emails and so far no responseBored I know I should just take my own advice and call CS, but I just haven't gotten around to it yetMellow
JenniferPierce7 Offline
#13 Posted : Friday, November 26, 2010 4:59:38 AM(UTC)
JenniferPierce7

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Hey!!! Thanks for responses. I posted a new thread in the Cricut Chat section to tell you how it was resolved but I believe it took creating a better business bureau complaint. I used this as a last option after I could not get help after 3.5 weeks. As soon as I got a confirmation of my complaint, I got an email instantly from a customer service manager...please private message me if you want more info on how to contact...

Thanks for everyone's help...if no one complains, then they will not try to improve their customer service!
iluv2scrap206 Offline
#14 Posted : Friday, November 26, 2010 7:12:32 AM(UTC)
iluv2scrap206

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I tried calling them today... I was going to read them your email as I am not working today.... but they are closed for the holiday and their hours are different than on their website. The message says 8 PST while online it says 7............hmmmm but when I have called I have always been happy. Maybe they need a way to know emails are from people who can not call.....I hope you get this straightened out.....
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