Is this unreasonable? update in original post About This Page:

[graygables]

I bought an $850 cutting machine for my business. Got it December 1st and have yet to be able to cut a thing. Loaded the software on my laptop, but it only came with a serial port (who has a serial port on a laptop anymore, which portability was a selling point). Tried an adapter, nada. Company sent everyone new software with a "dongle", so I loaded it on my old desk top. Still doesn't work. Finally used a network to load it on my old laptop (has a serial, but the disk drive doesn't work, hence the network thing) and guess what? Still nothing. [img]/ubb/images/graemlins/mad.gif[/img] I've gone through all the settings and it just randomly freezes up and stops. Oh, and it arrived with the cutting head off the track, but absolutely NO documentation, so it took DH and I *hours* to figure out what was wrong. I've been with their CS and they walk me through settings, but it still doesn't work. They were supposed to send me a USB adapter on the 19th (fedex), but it's not here and they closed down the last week of December for the holidays. 3 computers and they swear it's not their machine. I finally had to go today to buy a longer phone cord so I can call them tomorrow and talk from the table where it's set up. How lame is that??? There are several people on the machine's MB who think I'm being unreasonable and that I should have expected problems. [img]/ubb/images/graemlins/ukid.gif[/img] For $850, I'd think the problems should have already been fixed, but maybe that's just me.

Do you think it's a reasonable assumption that the product you purchase works, comes with all the right cables, and is well-documented out of the box? or, do you automatically assume that if it's new, it's flawed and you should have no assumptions about performance? (maybe I'm just old-fashioned...)

UPDATE: OK, so an hour and a half with their help desk and there was still no progress. The guy had me send the file and he said there were problems within it, but didn't know what [img]/ubb/images/graemlins/ukid.gif[/img] I redesigned the whole thing within THEIR software (which I had to re-load on my laptop b/c it quit recognizing the dongle) while I waited for FedEx to show up with my USB converter they sent at no charge. Plugged it in and we had *some* motion. It was still freezing up and after playing with it, I had to "build" each file, adding in the shapes one by one (rather than a copy paste), but I did finally get it to work! [img]/ubb/images/graemlins/woot.gif[/img] Their help desk speaks standard English (unlike HP's [img]/ubb/images/graemlins/rolleyes.gif[/img]), although they are techies and there are times that I have to say, "would you please repeat that in scrapbooker language???" They were very apologetic about my having difficulties, but still are blaming the computers. Seems to me, it's a software issue if it doesn't work in a standard, relatively new computer, but I can't convince them of that. Whatever, it's working now...just hope it STAYS that way!

[dejavu]

I'm surprised something that expensive has so many problems. Can you send it back? I know you really wanted it, but gee whiz, it sounds like more trouble than it's worth!

[HiddenMickey]

Your machine problems sound like our new computer problems. We called HP tech support 17 times in the course of December. Last straw was the dead hard drive....the replacement was sent to Ontario instead of NC!. Finally had a working computer (knock on wood) 41 days after we bought it!

If I were you, I'd return in now (which is what we should have done right away...we waited too long and were told we couldn't). Find something else to do your cutting jobs with. Talk to people that do the same things as you and get ideas on what might work for you.

Good luck with whatever you do!

[my2girls]

I personally think for $850.00 it better darn well be working right off the bat!!! I would most definitely be returning it for a full refund if it continues to give you problems and not work. I know you really wanted and needed it, but it's not worth your trouble and time for all the hassle.

[Mouseketeer]

I think you should see about returning it. That's a lot of money for something to have so much trouble right out of the box. I'd be worried about what would happen a few months down the road when you can't return it.

Good luck with the customer service people!

Lynda

[MELLAMOUSE]

I would return it and demand a full refund. That's too much money to fool around with.

[ariel14]

I would return it. For all you know, they (cutting machine company) may be dragging their heels on purpose--just until their return policy expires and you are forced to keep the machine. For $850, I would expect it to work perfectly.

[Luvsun]

[ QUOTE ]
I would return it. For all you know, they (cutting machine company) may be dragging their heels on purpose--just until their return policy expires and you are forced to keep the machine. For $850, I would expect it to work perfectly.

[/ QUOTE ]

That is what I think too!
[img]/ubb/images/graemlins/luck.gif[/img] [img]/ubb/images/graemlins/fairy2.gif[/img] [img]/ubb/images/graemlins/fairy2.gif[/img] [img]/ubb/images/graemlins/fairy2.gif[/img]

[DrDolphin]

If you have the receipt, and can not get it to work - send the whole thing back and get a refund!!!

[Disneydiana]

Return it! i hope they dont give you too much trouble about returning it. You'll feel like a load has been lifted off your shoulders once it is out of the house (and the refund is in your pocket). Get rid of it, you'll feel so much better! [img]/ubb/images/graemlins/flowerred.gif[/img]

[NanaTink]

[ QUOTE ]
I would return it. For all you know, they (cutting machine company) may be dragging their heels on purpose--just until their return policy expires and you are forced to keep the machine. For $850, I would expect it to work perfectly.

[/ QUOTE ] [img]/ubb/images/graemlins/yeahthat.gif[/img] I'd just call, tell them it's on it's way, and ship it off. If you paid by Credit card, let them know you are returning it for a refund

[joyjoy]

I'd return the POS. $850??? [img]/ubb/images/graemlins/shocked.gif[/img] They ought to be showing up at your house fixing it for you. What a bunch of MB snobs, telling you you should expect problems.