I sent this letter to the president of US Cutter and still got no response from him or the company.
I ordered a 15X15 Digital Swing arm heat press from your company. It was delivered to my home 7/26. I had to wait for my husband to help me get it out of the box and on a table to use it. When it was taken out of the box, it was not the same as the one pictured on your web site. I was told the outside changes from time to time. When we tried to use the heat press following the provided instructions we could not get the timer to work. Also could not get the iron on to adhere to the garment following the instruction on the iron on with regards to temperature settings and time to apply heat. This date was 7/28. It was too late in the evening to call your support team so I called them on 7/29 when I got home from work. I live in South Carolina and I called around 5:30 Eastern time. I talked with Tom Lockhart. He did troubleshooting on the phone and had me do different things to the press. Nothing worked. He then told me he would have to make my call a tier 3 call and pass it off to someone else to troubleshoot and make a decision about my press. We set up an appointment for someone to call me on Monday 8/1 at 5:30pm eastern time. No one called! I called support back again at 6:00 eastern time and was on hold long distance for 45 minutes. I was told by the person that answered that I would not be able to talk to anyone, someone would call me the next day. I told him that was not acceptable, I had appointments the next day after work. He said he was sorry but it would be the next day. I asked to speak to a supervisor and was passed to Benjamin Freeman. He then transferred me to Brandon Davis, Brandon told me he was the one who would make the decision about my press after troubleshooting the issue. I also told Brandon it was scratched and had rust on the bracket that holds the control box, the control box bracket was warped and the bolts on top were rusty. I was told that it was from sitting in a warehouse somewhere. That was not a concern to him. He worked with me and had me do several things to the press. Nothing worked. He admitted it was defective and said he would call me back Tuesday 8/2 at 9am with several options. I told him I was willing to move to a higher priced press, was not sure I wanted to same one again since it was defective and not sure I wanted to try it again. On Tuesday 8/2, I sat at my phone from 7:30am Eastern time until noon. I then called Brandon and left him a voice mail with my cell phone number because I was going to be in a meeting. I did not get a call. I called again and left another voice mail telling him I was back at my desk and he could call either number. He never called me back. I called again when I got off work and was told he was not available and his notes said he called and left me a voice mail. I did not get a call from Brandon, I checked all my calls and voice mails. I left a message for him to call me. Mike Northman called me back at 5pm eastern time and I was at an appointment and asked him to give me 30 minutes and call me back. He never called me back. Today, Wednesday 8/3 I called and Mike answered the phone, I said you were suppose to call me back yesterday, he said...oh yea, I forgot! What a way to run a business!!! He then told me that "they" wanted me to take a picture of the press and send it to them so they could send me a magnet that they thought might fix my machine. I am sorry, I did not send your company my money for a NEW heat press that does not heat properly or that the timer does not work. I do not feel that I should have to do anything to the heat press except use it for my business. -I called back this afternoon when I got home from work and talked to Tom again, he told me Brandon was not available and could not take my call. I am beyond frustrated with your company for their lack of support. I ordered this press, paid you my money and now I have lost customers because I can not fill the orders that I promised them. I am trying to run a business and build it up and your lack of support is ruining it before I can get started. My request of you is that I be sent a shipping label to send this back to your company at your expense and a that you give me a full refund. I do not expect to pay for shipping or a restocking fee. This machine is defective therefore it should not be restocked. If I had ordered this off of eBay, I could understand. I decided to go with what I thought was a good business to be safe. Mike added my call this afternoon to the support ticket
Called them back again riday 8/5 and was told they would send me another heat press (same one I have that does not work) for no charge. I asked if I could send this one back and pay the difference for a higer priced one that I felt would be better quality. They said I could but I would have to pay shipping on the one I was going to return to them plus a 15% retocking fee for something decective that they can not restock.
Finally grew tired of fighting with them and told them to send me another and I will send this one back to them and be finished with them....if they ever send the shipping label it will be a miracle!!
In the end I WILL NEVER ORDER ANOTHER THING FROM US CUTTER AND WOULD ADVISE THAT IF YOU READ THIS YOU DO NOT EITHER!!!!! They do not stand behind what they sale!
