Silhouette America, Inc.

Silhouette America appreciates the insights and the resolutions desired by the complainantThese suggestions have been forwarded to our software and product developers to pursue simplification of this systemBased off a survey of our support ticketing system, it appears that the concern prompting
this complaint has been resolved

Despite numerous attempts at contact, Silhouette America has been unable to reach the complainant to provide resolution in this matterSilhouette America is willing to ensure that the customer is able to enjoy a functioning productUntil such time as the complainant responds, Silhouette America
considers this matter closed

In researching this complaint, it was determined that the complainant purchased the last remaining Silhouette Cameoavailable for sale at www.silhouetteamerica.comUpon purchase of this discontinued item, the listing was removed and no longer available to the publicIt appears that a single path
to purchase for the Silhouette Cameoand the Silhouette Cameowere quite similar and could lead to confusionEfforts have been made to ensure that such confusion is avoided in the future.Silhouette America has reached a resolution with the complainant that is satisfactory to both partiesSilhouette America considers this case closed

Silhouette America makes every attempt to clearly communicate its subscription policies to those engaged in its servicesOn our subscription sign up page, presented to every subscriber, it states:If you don't use your monthly credits by the end of the month, don't worry- we'll keep track of them
for youYou have days to use your credits from the time you receive them so you don't have to worry about deadlines, just downloads.Further, Silhouette America will extend up to 6-months of expired credits upon request.No cancellation fee was assessed the user in this matterSilhouette America can confirm that this case was amicably resolved

Unfortunately, the only correspondence submitted related to a design purchase made by the complainant, dated days prior to this complaintAs such, this is our first notice of this issueBased on the nature of this complaint, it would appear that the complainant has likely purchased our Cameo
cutting unit, whose full documentation can be found at https://www.silhouetteamerica.com/setup/en/cameo-All documentation related to this machine is up to date and accurateWe are more than happy to offer further assistance and would request that the complainant submit any further requests on the correspondence chain noted above

Silhouette America was made aware of this complaint less than an hour before a Revdex.com complaint was filedWe can confirm that a response was issued less than minutes after receiptThe complainant has informed us that her child made a purchase through our site that she was not aware ofThis complaint appears to be resolved

As the complainant was informed when speaking with our Support Manager, shipping labels are not issued as a part of the Silhouette America warranty replacement processThe only exception to this policy are machines that are determined to inoperable or defective out of boxThe noted products do not fall under this classification, as per our conversation with the complainant, as these machines were effectively in operation within the complainant's business

Silhouette America has reviewed this case and replaced the complainants machine.A combination of a Friday chat indicating that the cutting issue was not replicated during our chat, complicated by a 3-day weekend, resulted in a frustrating set of circumstances related to the complainants cutting
issuesOnce Silhouette America employees were in office following a long weekend, replies to inquiries were dispatched, and calls arranged within hours of returning to our offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me, assuming that the redelivery is sent in flat packaging as to not recreate bent materials or future issues.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Silhouette America has been in contact with the complainant and Silhouette America considers this matter satisfactorily closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

It has come to the attention of Silhouette America that there may have been some confusion concerning a recent promotional announcement on InstagramOur Instagram posting stated: "Have you been eyeing the CAMEO 3? Right now is the perfect time to buy because it's 51% off and it comes with bonus
gifts! Use the code JINGLE at checkoutYou may now proceed to tag your significant other with "wish list"."Please note that the Silhouette Cameo3, as a standalone cutting unit, has not been advertised as being sold at 51% off MSRPOur Instagram post was making reference to a Black Friday CameoBUNDLE, which bundle is being sold at 51% off MSRPThis bundle listing can be found at https://www.silhouetteamerica.com/blackfriday(Please note that this link will not be active after December 2016.)To avoid further confusion, the Instagram posting has been removed Though there may be some confusion as a result of this posting, Silhouette America has never offered to sell the Cameoat a discount of 51% off MSRP, and no action will be taken in this matter concerning the complainant's request for a discounted machineSilhouette America considers this matter closed

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Silhouette America has reached out to the complainant, and it appears that there were fundamental misunderstandings in the operation of the cutting machineSilhouette America has educated the complainant and are working to ensure that this individual has a fully functioning unit.Silhouette America
can confirm that contact and resolution of this concern was accomplished within hours of the initial report

This case was flagged for further review by Silhouette America management prior to receiving any complaint from the Revdex.comSilhouette America management has been in contact with the complainant and has authorized warranty actions in this matter, authorizing the return and review of the noted machines
Silhouette America will continue close contact with the customer once the machines have been received and evaluated for potential replacement

Silhouette America has been in contact with the customer, and considers this matter resolved

Complaint: ***
I am rejecting this response because:
No where in that post does the company mention a bundleHow would customers know that was a requirement if it wasn't stated on IGHowever instead of explaining that, Silhouette chose NOT to clarify thisYou could have easily edited the post or said "see the website for additional information" or state that exclusions applyYou chose to delete all comments from the post, close the post to any additional comments or questions and be rude to customers who called your customer service number to complainTo me, legitimate businesses, who care about their customers, apologize and offer to make things right.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: No return lable is provided
Sincerely,
*** ***