Silhouette America

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

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

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

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

Silhouette America has been in contact with the complainant in this matterAn 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 mechanismOur 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.

Silhouette America has been in contact with the complainant and feels that this case has been amicably resolved

Silhouette America customer support has contacted the customer to go over the charges and has cancelled all charges on our endWe consider this case resolved and closed

All indications based off the complainants report indicate a failure in proper use of the deviceHowever, 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 properlyAs per the machine warranty, any unit disassembly voids the Silhouette America warranty and absolves Silhouette America of any obligation to restore functioningSilhouette America has elected to explore free repair of this unit, despite the user voiding the warranty in pursuing disassembly

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI was able to get in touch with a support manager at Silhouette America this afternoon and by working together we have resolved my complaintThank you very much for your support Sincerely, [redacted]

While Silhouette America makes every effort to ensure prompt shipping times, occasionally logistical issues interfere with achieving this goalUnfortunately, the logistical issues encountered in this matter yielded little information during the process of research and resolutionSilhouette America confirms that in this case, failures in communication led to the escalation of this topicSilhouette America has reached out to the complainant and is working to resolve this concern

Upon research of this issue, there does appear to have been a failure in original messaging delivered to the complainantThe requested replacement part was unfortunately out of stock at the time of request, coming into stock shortly before the complainant's last interaction with Silhouette America.Silhouette America can confirm that this replacement part is en route to the complainantSilhouette America has reached out to the complainant to relay this information directly and in hopes of achieving amiable resolution of this matter.To address the complainant's request for full refund, as Silhouette America was not the original point of sale, no refund is possibleFurther, refunds are only offered on unused and unopened product purchased directly from Silhouette America within the preceding daysAs a hobby level cutting machine, Silhouette America makes no commercial use guarantee related to machine failures or interruptions

Silhouette America has been in contact with the complainant, confirmed the noted defect in the customer's hardware, and has arranged for the replacement of this itemSilhouette America considers this matter closed

Silhouette America has been in close communication with the complainant and can confirm resolution of these concernsSilhouette America has determined that there is a non-reproducible incompatibility between the complainant's computer and Silhouette serversWe have established a workaround to allow for access

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

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