Scrapping In Style

Initial Business Response / [redacted] (1000, 5, 2015/10/20) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @centurylink.net This customer bought our Gazelle on 11-30-and did not complain until April of her issue with the machineMy tech support worked with her and cut the file without a problemThe O-ring she is referring to is used some times but not always, it is not the issueAt some point after my tech support worked with this customer she became irriatated and started making demandsOur policy is that we will take the machine back within days and I would stretch that to compensate for Christmas, but not monthsThe programs she is referring to are both 3rd party software and she chose the [redacted] A [redacted] The tech support for SCAL is done through their office and we do tech support for the [redacted] They are better equipped to handle these issuesWhen she contacted me in August or September I advised her to return the machine to me for testingMy findings were that the macine was cutting fine and I returned the pieces to her whcih she supplied me to cut on her machine, I did not alter the file or change the sizeAt that point there was nothing to fix and the machine was working fineShe since has written me several e-mails requesting we take the machine back which is not within our policy to take back a machine for not a good reasonWe have done everything we can do for this customer and lived to our policiesAfter several of the e-mails I advised her that there was nothing else I could do and I was closing the file and would not be communicating with her on this matter in the futureThe forum which she refers to is owned by Boss Kut and is a open dialogue for our customers to share ideas and problemsAs for the machine cutting vinyl it does this very well and is one of the easier medias for the machine to cutI am not sure what the customer is doing when she is trying to cut, but I could not get it to duplicate the problemI advised her to cut it on a slow speed as the file was very delicate

Initial Business Response /* (1000, 5, 2015/10/20) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@centurylink.net
This customer bought our Gazelle on 11-30-14 and did not complain until April of her issue with the machine. My tech support worked with...

her and cut the file without a problem. The O-ring she is referring to is used some times but not always, it is not the issue. At some point after my tech support worked with this customer she became irriatated and started making demands. Our policy is that we will take the machine back within 30 days and I would stretch that to compensate for Christmas, but not 4 months. The programs she is referring to are both 3rd party software and she chose the [redacted] A [redacted] The tech support for SCAL is done through their office and we do tech support for the [redacted] They are better equipped to handle these issues. When she contacted me in August or September I advised her to return the machine to me for testing. My findings were that the macine was cutting fine and I returned the pieces to her whcih she supplied me to cut on her machine, I did not alter the file or change the size. At that point there was nothing to fix and the machine was working fine. She since has written me several e-mails requesting we take the machine back which is not within our policy to take back a machine for not a good reason. We have done everything we can do for this customer and lived to our policies. After several of the e-mails I advised her that there was nothing else I could do and I was closing the file and would not be communicating with her on this matter in the future. The forum which she refers to is owned by Boss Kut and is a open dialogue for our customers to share ideas and problems. As for the machine cutting vinyl it does this very well and is one of the easier medias for the machine to cut. I am not sure what the customer is doing when she is trying to cut, but I could not get it to duplicate the problem. I advised her to cut it on a slow speed as the file was very delicate.