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My family & I recently pitched in to purchase the Silver Bullet cutter for our ill mother. She LOVES to scrapbook and create. She was very excited and could not wait to receive her gift.
Buyer beware, if you are willing to throw a thousand dollars into the trash can, then by all means go ahead, but we would like to warn you of the terrible insanely rude customer service, hateful responses, ignored calls and e-mails that we have experienced since purchasing this TERRIBLE product!
The day we received the Silver Bullet we tried to install the software and get this machine up and running for her. We first realized it did not come with an instruction manual, but were told everything was online within the forums. A slight annoyance, but we figured this would not be an issue.
We tried to install the software from the silver bullet usb that came with the machine. However, it was corrupt and we could not install the necessary program.
We proceeded to contact the company and were told that this is a common occurrence. WHAT? We spent close to a thousand dollars and could not access the program. We were given the proper program via e-mail, but then was unable to activate it. Again, we contacted the company. The company admitted that sometimes the serial numbers do not work.
Me and my 5 brothers and sisters were left wondering how in the world they you able to sell such a pricey product when only half of the items worked?
A few days later we were able to activate the necessary program and try to begin to use the machine. Our next step after set up was to go to the forums and follow any instructions there.
Upon going to the forums, ALL the links are broken and we are unable to receive the necessary instructions to begin using the cutter. For the third time we called and spoke with someone. The person on the other line only said thank you for letting her know that the links were not working. We were not offered an apology or even an alternative method to access the instructions. We were not given a timeframe of when this would be fixed. I was basically given the run around with no clear solution.
Ultimately you run a business, one would think you would like to make your customers who line your pockets happy?
My ultimate question to is this, clearly this machine/forums/programs do not work 100% of the time. How do you suppose to make this right with myself and my family after spending a small fortune on this product?
I see there is NO return policy. So, what do you do if a machine that is delivered arrives broken? The only way to realize this is to open the box. But as their policy clearly states, once opened, you no longer qualify for a refund. So are those customers simply out of luck?
I have tried to call the company several more times with no response or returned call. All email correspondences were short, rude, and offered no clear cut solution. At one point we were told that the services and product were very simple, the company had no idea why we were having so much trouble. This company has made myself and my family feel utterly stupid, when we were just seeking help! I cannot even begin to tell you how much the Silver Bullet has frustrated and angered my family to the point of tears. Sherri, the owner and creator of this terrible worthless product doesn't even provide you with her last name on her website and every time we call we are put through to voicemail.
I would simply like to warn future potential customers about this product and customer service. DO NOT PURCHASE this product. We have been nothing short of unhappy and very frustrated since the moment we opened the box. We have tried to seek help numerous times and are still left sitting with an unused $1000 machine that was suppose to bring my family joy. It has been two weeks and we have yet to receive any real help from the company. We were also threatened with lawyers if we told how unhappy we were with the product. However, due to our dissatisfaction we feel it is only right to warn everyone we can about Sherri and the Silver Bullet cutter. This is the MOST unprofessional company I have ever dealt with.
The complaint has been investigated and resolved to the customer’s satisfaction.
I bought 2 machines recently and luckly I did not pay full price as I bought them from an auction. Tried to get the drivers and contacted the company several times. I ended up trying to contact them via there facebook page. I ended up getting what was one of the rudest emails I have received in some time. If she thinks my comment was bad just asking for help when there was no answer via phone or email she has no idea what she has done by sending such a rude and abrupt email. Why on earth would I pay more money until I had drivers to make sure the machines work. She obviously has no idea what customer service is. If anyone has the drivers then drop me an email at driverswanted@instruction.com so I can see if these things even work. Much appreciated. Will not deal with there company from this point on. I would of happily paid for access to learning materials and replacement parts when I knew the devices worked. But not now. Will not deal with them ever again.
All you need to do is google her and you'll find her name is Sherri Jensen of Apple Valley, CA. She no longer sells out of her home, she has had an office for quite some time.
I’ve had my SB for more than 7 years. I use it almost daily and hate it so much I’d like to beat it with a stick then stomp it until dead. It has ruined more expensive material and equipment than I can tell you. I have to add that into my cost of goods. Because of the high cost of production (because of this crappy machine) and the time it takes to handle all the daily problems in production, I have no time and money to set aside to research and purchase new equipment. I’m constantly running behind.
When I first got it the cutting mechanism was not installed correctly and a rubber gasket was a floating inside the carriage causing the blade to occasionally drag across my expensive material and slice it to pieces. It didn’t do it in the same places or with any consistency so there was no way to narrow the issue to software or a matt issue or anything like that. Sherri had me buying expensive matts, glue pads and all sorts of things saying it was basically my misuse or ignorance of the machine. When none of the expensive new products worked, Tech support required that I take movies so they can see the machine ruin more of my material.
After videotaping the issue it took weeks for them to get back to me and tell me to take apart the carriage then show them the inside. I had to remove the laser guide that was glued (not screwed) to the carriage. Because it’s a calibrated laser that is used to locate your marks and align precisely to cut your material, I have had to manually align since 2009 when I had to jerry rig my own machine that was not assembled correctly prior to shipment! Oh, and I purchased the 24” professional so it was the most expensive unit with the extra package that comes with all the possible blades and holders you can possibly ever want or need. That has been a brick in my cupboard ever since because I don’t have a laser positioner.
That was just the first problem. Each time I email or contact with an issue, I have it send my proprietary material or files (all my research and graphic design) to people that don’t sign an NDA and I’m supposed to trust them! REALLY? In the beginning when I wanted to buy, they answered my questions and gave me references of people who would answer my questions. Everyone was so nice. Once I got the machine and I said, “Enough of buying stuff. I need this thing to work!“ They told me they are not the experts. I sent a message asking for help for another technical failure issue to the tech support people and cc’d Sherri. She read me a ration of crap for contacting tech support. Said I could only contact her. I had contacted her and she didn’t respond. I can’t wait months for responses. My customers are waiting too and I won’t leave them hanging.
When I told her that the blade holder had worn a groove and I needed to purchase another holder but couldn’t find it on her site, the forward arrow button is no longer responding, the screws to tighten the blade holder in place have stripped from daily use (should be metal and not plastic) and the machine was now cutting nicks into my designs that were not there, she told me that I should buy another one for a backup.
Ok, now I’m mad! I told her I would not be purchasing another piece of equipment that is overpriced and doesn’t perform as claimed. That is ridiculous! There is no consistency with this machine that can be counted on. One day a pressure setting of, let’s say 140, will cut cleanly and the next it will go clean through the matt. Next time it won’t even cut through the material. No way to just run a job. No consistent calibration. I have built computers, designed databases, been a black box/white box software QA testor, designed vector graphics, worked in big pharma teaching quality control (lean six sigma) cross departmentally and to executives. I am not stupid. I can run a machine if it is logical. This machine is inconsistent in quality, inconsistent in how it processes and occasionally dumps information that had previously been stored. Bad design, bad build, buggy and costs too much for what it is. The decline in customer service is an indication that those supporting TSB are growing weary of trying to support this terrible product. I grow weary of using it.
Astonished at the dreadful attitude of the staff. I purchased my machine on ebay, and applied to join the forum so i could learn how to use my new $900 toy. After waiting several days for a response to my application and polite follow-up emails, was told i couldnt join because there is a geographically closer internet forum! I fail to find any logic in that reasoning... Do they know that the internet is world wide and geographic locations are somewhat meaningless in this instance?! That you have to get approval from the CEO no less, to join their online forum, leaves me thinking the CEO is running her little empire from her kitchen, and revelling in her perceived power and glory, denying access to assistance for us minions! The unhelpful Sherri, who neglects to mention her surname, (one wonders why she's so reluctant to share this info!), is the rudest, most uppity person I have encountered in a long time. I will be making all my purchases elsewhere, and am really glad i got the measure of this company before sending them any of my money!
I have had my machine for about a year & a half, and I must say I hate this machine! We got the 18", I was so thrilled... until... trying to use it, yes it cuts... intricate cuts not so much. Tried to get help on the forum and all I got were smart-a$$ remarks and no help whatsoever! AND it's true, you receive ALL kinds of accessories... (not really), but the ones you do get do NOT work! THEN you have to have a "special" tool to screw and un-screw... (allen wrench) which is NOT included, it's very tiny one, so I ordered the "tool"... what a piece of junk! And the brayer fell apart on contact! The sticky mat is almost useless because it is SO big, so then you have to invest in a smaller one! On and on it goes... I still struggle with mine on a day to day basis... I mean after spending over $1, 500 you'd think it would do everything...well, stick with the $200 or $300 because they work much better and probably do more than the Silver Bullet... conclusion: Waste of MONEY... In fact, I've bought dies just so I wouldn't have to deal with the machine.
I am in the process of navigating my consumer rights. I purchased a machine in November. I never received a confirmation email. As a matter of fact, I got nothing until I contacted the company after delivery. None of their forums were helpful in any way, Sherri has been very unprofessional and snarky with email communications. There is no notification on any page of their website about "no returns". When I mentioned this, I got an agreement from Sherri and was told it came with the machine. Yes, she said I was notified of the no returns with the delivery of my machine, after I completed my purchase. Which, there is nothing in the box to that effect.
I've had a great experience with the service and product. I've been using mine for 2 years with no significant
problems. Odd.
Well I just ordered one. I looked at them for 2 years before doing so. I have had numerous conversations with Sherri and I must say, she was more than helpful and ALWAYS answered the phone. I sent several emails that she responded with a phone call to me. She was never rude. I have spoken to several folks on the forums too.
You get phone service when you purchase the cutter. I will let you know after I get my machine. So far I have been happy with the information I have received.
This is nuts, I can't believe this happened to another family. They sent me a broken one that had clearly been used and when I complained, they said "sorry, no returns". I couldn't believe my ears! Despite their "return policy" on their website, they do not stand behind their products. BUYER BEWARE!
Do not do business with "That's Scrap Inc."! TOTAL fraud site!
I am so sorry to hear about your mother. I am sure she was just sick about it.
Thank you so much for the warning!
I was getting ready to purchase one, but will definitely not be now!
Wow! Thanks for warning us. I will share this with my friends on facebook.