Silhouette America, Inc.

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 is continuing to correspond with the complainant in this matter, as they have on the original Revdex.com complaint issued on this same topicIn addition to the email exchange noted by the complainant, the complainant was informed on February that additional troubleshooting
protocols were needing to be implemented by our Software Development team to troubleshoot this issueSpecifically:Unfortunately, as our software development team cannot replicate this issue, more data must be gathered, which means additional debugging protocols to search for this issueAt your leisure, we would recommend pursuing the “in the mean-time” steps suggested by our software developers [listed in the body of the email]This will aid in ruling out certain issues that are oriented around your computerWe appreciate your patience.Silhouette America is confident that the noted issues are isolated to the users computer and are unrelated to the users Silhouette hardwareThese debugging protocols that are being implemented require the development of a new iteration of the Silhouette Studio software, which can take some timeThough this issue is isolated to a single user computer, we are committed to developing those tools to assist in the resolution of this matterA time-frame cannot be guaranteed in the development of these tools

At the time of original complaint, Silhouette America determined that all materials were in usable conditionOccasionally, such as in this situation, items will be loosely curled in during shipment, which does not affect the usefulness of the product or the end result.In this matter, Silhouette
America has opted to replace the ordered materials

Given the technical nature of the Silhouette cutting machine, and associated materials, troubleshooting processes can at times seem exhaustiveWhile Silhouette America does its best to avoid unnecessary steps, occasionally matters take a bit longer than desired. Silhouette America has reached
out to the complainant in this matter to confirm their address and replace the failed materials

Silhouette America has been in contact with the complainantA miscommunication, on the part of Silhouette America, was corrected with regard to the complainant's machineAfter further diagnostics, a replacement machine has been issued to the complainantSilhouette America considers this matter
closed

Silhouette America has reached out to the complainant to establish an outbound, escalated technical support appointmentWe expect that resolution should be achieved as a result of prior troubleshooting, in tandem with this escalated call.Silhouette America recognizes that response times, both by
email and LiveChat, have been extended during our yearly Black Friday sale periodOur typical LiveChat wait times are under minutes and email response times less than hours

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 correspondence with the complainant, and will continue correspondence until the resolution of the matters discussed by the complainantSilhouette America considers this complaint closed

Silhouette America has been in contact with the complainant in this matterIt was determined that an unexpected auto-renewal was to blame for the unexpected paymentAll noted monies have been refundedSilhouette America considers this matter to be 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
*** complaint # Please remove this complaint I filled by mistake… oops my daughter away at college made
the purchase without telling me…*** ***
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: [redacted]
I am rejecting this response because:. There was not a fundamental issue. I piece broke off the machine.....for no reason. It won't even power on. I am well aware of how to use this machine,  it is just poorly made. I will not be able to make this machine function, a piece broke of!
Sincerely,
[redacted]

Upon investigation of this matter, it appears that the complainant contacted Silhouette America on the same day of complaint and a refund has been issued for the unused credits. As the Silhouette Design Store subscription is a subscription service, any credits that remain unused, upon expiration or...

cancellation of a Silhouette Design Store subscription, are no longer available for use by the customer, as per the terms and conditions of said subscription. The terms and conditions associated with this subscription can be found at https://www.silhouettedesignstore.com/terms-of-service.

Complaint: [redacted]
I am rejecting this response because:   Nothing has been finalized. The company has told me they will replace the machine but have yet to do so. 
Sincerely,
[redacted]

Silhouette America has taken steps to correct the download issues that were responsible for the complainant's difficulties. We have confirmed with the complainant that all issues have been resolved. Silhouette America considers this matter closed.

Silhouette America has been in close communication with the complainant and can confirm resolution of these concerns. Silhouette America has determined that there is a non-reproducible incompatibility between the complainant's computer and Silhouette servers. We have established a workaround to...

allow for access.

Silhouette America has been in contact with the complainant in this matter. An understanding was reached concerning the nature of the situation and the customer accepted the option to cancel their order, receive a full refund, and pursue purchase via another mechanism. Our interaction with the...

complainant was enjoyable and we look forward to serving them in the future.

During our recent Black Friday promotion, Silhouette America encountered significant logistical issues with a limited number of orders, including the complainants. Silhouette America is working to revise its communication protocols to ensure that proper communication is achieved and action...

taken. Silhouette America had achieved resolution of the issues related to this order in parallel with the complaint received. The complainant's order is en route and Silhouette America has achieved amicable resolution in this matter.

All indications based off the complainants report indicate a failure in proper use of the device. However, Silhouette America has been unable to pursue troubleshooting as the complainant has indicated that the unit has been disassembled without authorization, and is now non-functional as reassembly was not done properly. As per the machine warranty, any unit disassembly voids the Silhouette America warranty and absolves Silhouette America of any obligation to restore functioning. Silhouette America has elected to explore free repair of this unit, despite the user voiding the warranty in pursuing disassembly.

Silhouette America has been in communication with the complainant, has ensured that all products were properly tendered, and has confirmed that a satisfactory resolution has been achieved.