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Cricut

Posted:    

Repairs

Complaint Rating:  87 % with 39 votes
87% 39
4.35
Contact information:
Provo Craft
United States
I have a Cricut Expressions Die Cutting Machine that is out of warranty. This machine retails for around $400.00. A plastic part that holds the cutting blade in place broke and, when I phoned Provo Craft to purchase a replacement part, I was told that they don't sell the parts because it would be too complicated to repair. They offered to send me a refurbished machine for $200.00 plus shipping and handling after I sent them my broken machine. Shipping costs to send and receive would be estimated at $70.00 so, bottom line is, my $400.00 machine would cost me $270.00 to repair! My husband happens to be very talented so he machined a new part out of aluminum (this one won't break) and repaired my machine with a little bit of his time and a few pennies (well, maybe the aluminum he used cost a little more). If I didn't have so much money tied up in cartridges and supplies for this machine, I probably would have tossed it rather than pay $270.00 for repairs. If it breaks down again, and my husband is not able to repair it, I will probably sell the accessories and do exactly that (junk the machine).
Complaint comments Comments (25) Complaint country United States Complaint category Other

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A  2nd of Jan, 2010 by    0 Votes
Hello -

I just tried replacing my blade this morning and had the exact same thing happen! How discouraging!!! My husband is going to try to do the same thing as he works at a machine shop and is hoping to recreate the cradle on the CNC machine. Does your husband happen to have a print from his replacement? It would be very helpful if he could share this information.
A  23rd of Sep, 2010 by    0 Votes
The USB port on my Expression came loose and now I can no longer use a USB cord to connect Design Studio.
Although I've only used my machine a dozen or so times, I have had it for 18 months so Provo Craft told me I am SOL.
I do not recommend buying a Cricut. They are made horribly and after one year, Provo Craft won't give you the time of day.
N  26th of Apr, 2011 by    0 Votes
I have the Smaller Circuit, used it a few dozen times and the on off switch does not work. I have tried everything to get Provo Craft to help either guide me to someone who could fix it to even paying the repairs through them. I recieved the same customer service. NONE. Basically these units are disposable as their CM is in China mfg these for them. I have checked locally to see if any TV repair shops would be interested in working on it, but have been turned down. Someone could make a fortune if they would go into the repair business for these units. I have now reluctantyly purchased the larger unit, knowing fair well that it's a matter of time before something breaks on it. You would think a large corporation as Provo Craft would consider an inhouse repair department.
I have turned so many people off from the unit. I do hope that people consider these coments before purchasing. I'm not saying that the unit will breakdown right away, but at some point it will. Think twice before investing this kind of money.
A  2nd of Aug, 2011 by    0 Votes
RustyBrowning if you are out there HELP!!! The plastic part that holds the blade housing also broke on my Cricut. I emailed Provo craft trying to get a replacement and of course there are no parts available. Would your husband be willing to make the part for me and if so how much would it be? This is the reply I got from Customer Service:

Thank you for emailing Customer Support.

Unfortunately we do not sell replacement parts for our machines separately nor do we have a repair service that we offer at this time. We apologize for any inconvenience this might cause. If your machine is still under warranty we would be happy to replace it for you. Unfortunately we are unable to place the order for you over email. You can call the number below and one of our representatives will be happy to assist you. If your machine is out of warranty, we will be happy to discuss other options for which we may be able to assist. I apologize for any inconvenience this may cause. As always, don’t hesitate to call should you have any further questions and one of our representatives will be more than happy to assist you or you are welcome to reply to this email.

If you have any further questions please feel free to call the number below where one of our representatives will be more than happy to assist you or you are welcome to reply to this email.

Have a wonderful day!
A  21st of Nov, 2011 by    0 Votes
Provo Craft has the worse customer service as experienced above proves. It is all about making rushing to market and making money. My mother bought an Imagine. She could not get it working ( the screen would not go past the opening
screen.) Provo Craft told her they would send her out a mailing label and she could ship it to them and they would "upgrade" it. She is 78 and doesn't drive. I drove 125 miles to see if I could sync and upgrade the brand new firmware with my Gypsy.
I could not get it to do anything either. I too spoke with Provo Craft who pulled up their records and stated they had already told my mother to ship it back. I know from all the reviews I have read online how notoriously slow Provo Craft is about getting back to customers once they have your money. My mom said she was so disappointed in the Imagine - which I than
pointed out to her they had shipped her a E2. We returned it to the place it was purchased ( HSN who although they sent the wrong item gracious offered to give her a $5 gift certificate - on a $300 machine and would not refund the s/h. ) We
returned it. I found an Imagine online for $150 LESS than HSN had it for ( at Adorama Photography - Great company BTW) and no s/h or taxes. When it arrived it was heavy and big she had to have a neighbor place it on her table ( my mom is a pretty tough cookie, and even I could not lift it). Again the machine would not operate. Again Provo Craft told us to shipped it to them as the firmware probably needed updating ( this in a brand new machine!). I refused for the above reasons and brought it home to see if I could update the firmware ( like Provo Craft states can be done on a website) by computer. It did nothing. I shipped it back to Adorama @ a cost of $74 dollars ( I told you it was heavy & it had to be insured). Adorama gladly refunded all our money. A month later my mother received the shipping label from Provo Craft well over a month from the original contact. I am looking to purchase her a new die cutting machine that is NOT made by Provo Craft.
N  6th of Jan, 2012 by    0 Votes
Buy a Silhouette Camoe, Silhouette America is a great company. I was very disappointed that the machine could not be fixed. Mine broke less than a year out of warranty and I had only used it 2 times. The size dial failed to work.
N  6th of Jan, 2012 by    0 Votes
I should clarify that it was my Cricut that broke, not my silhouette.
N  4th of Feb, 2012 by    0 Votes
My small cricut has just developed the on/off button fault. I have looked everywhere for a replacement with no luck and then came across this thread to find that Provocraft wont help customers in their own country so I have no chance in the UK. So feeling really down as I'm on a limited budget so cant possibly afford to buy another machine my son in law has taken it apart and has found the offending switch and is currently on a mission to source a replacement via electrical wholesalers. If this is successful I will let you know and rent him out to you all at mates rates...
Thanks Provocraft for nothing, if you'd have sold the replacement part we would have bought it from you. Maybe you should consider it as a sideline...
N  24th of Jan, 2013 by    0 Votes
I have usb problem too and when it failed mid cut is corrupted my pc software for all my drivers and Cricut don't care as out of waranty. Had to spend £70 just getting pc fixed and all because of Cricut. Like others had only used the Usb connection a few times infact not used the cricut more than a dozen times till has original blade and cutting mat. Not at all impressed took Cricut three months just to call me to basically say tough we don't care it's out of warranty.Tried leaving comments on forums and facebook but the deleted the comments and only left the good comments so very biased forums too.
A  8th of Mar, 2013 by    0 Votes
I have an Expression. The screen will not work. I called customer service and was told the same thing. If in warranty they would help. Mine is out of warranty and they suggest I buy a new one! They also stated that the screens eventually fail. Why haven't they fixed this problem?. Now I have a imagine and used it three times. The last time I used it was about three weeks ago. Just two days ago I went on to CCR. naturally there is some error message. My daughter reinstalled the program for CCR and now my imagine doesn't work. It turns on and that is all. The warranty on this one expired in Oct, 2012. I know what they will say. Why don't they offer an extended warranty or yearly warranty? I have spent $1000.00s of dollars on cartridges, machines and accessories before I retired, knowing I would not be able to buy as frequently as I would like, now. What am I supposed to do with all these cartridges? I will never get my money back. Why make a machine you cannot back up its quality? They need to establish a repair department and/or extended warranties. If I knew this, I would have spent my money on punches and die. I too, will be telling people not to buy a cricut until things change; including CCR accessability.
N  9th of Aug, 2013 by    +1 Votes
I have a Cricut Expression 2, it is roughly 2 years old and has only been used 5 times and it no longer cuts out anything! The cutting mechanism will not move just sits there and makes loud strange sounds, if it does move and tries to cut things out it goes all crazy
zig zag all over the place not even cutting out a shape close to what i wanted!
N  9th of Dec, 2013 by    0 Votes
I have a Cricut Personal Cutter, mine got stuck in update mode then caught on fire, called Provo and guess what?? No help! i was told that it looked like I needed to buy a new machine and that it was probably something that I did that made it catch fire! The agent said he had heard of them smoking before but never catching fire...hmmmmmm WHERE THERE IS SMOKE THERE IS FIRE! Those people need to get it together! I am done with that company!
N  25th of Jan, 2014 by    0 Votes
My wife just opened up a machine that she purchased as a spare...just in case.
Now with the warranty expired and in need of the machine the size dial does not work.
I opened the side and removed the dial (which was rather easy to do) and found that the circuit board that the dial is attached too is broken.
I believe that I already know the answer to this question but it is worth a shot.
Does anyone know where a replacement size dial can be purchased?
I looked online with no luck.
Thank you for any information that you can provide.
N  6th of Jul, 2014 by    +1 Votes
Does anyone know where we can get a replacement siz dial?
Thanks
N  25th of Aug, 2014 by    0 Votes
This guy is helping people repair machines. He tried to help me and I have decided I am not going to go through all that but maybe some of you will be able to solve your problems:
http://everhack.blog.atxhackerspace.org/2012/02/08/cricut-repair-info/
N  25th of Aug, 2014 by    0 Votes
Does anyone know where to get the USB port for the expression, the little white prongs broke and I can not use it anymore.
N  4th of Oct, 2014 by    +1 Votes
My cricut worked great until the on off switch gave out and looking at the posts nothing can be done to fix it. Considering the machine is fairly new but of course out of warranty I'm pretty much out of luck. Since there are alot of complaints you would think the company would do something to sell replacement parts.
N  19th of Nov, 2014 by    0 Votes
I had a problem with USB as well. PC sold me a replacement cable for my gypsy and after two uses it is not working again. Tried cord and gypsy on friends machine and it works perfectly. PC said sorry nothing can be done so moral is...God forbid anything ever goes wrong with your cricut after warranty expires because there is no place...even cricut themselves that can fix a broken part even if the customer is willing to pay. So basically you would now own a very expensive door stopper with a bunch of $30 paper weights. Cricut you have a bad business plan if supporting your customers is not what your about.
N  15th of Jul, 2015 by    0 Votes
I have a Cricut Expression and am seeking some advice. There is a strip of plastic adhered along the front of the machine just in front of the roller that takes in the cutting mat. It appears to be where the knife blade runs along. This strip of plastic has come loose from its position and makes it difficult to load the cutting mat. Does anyone have any idea whether it can be replaced, re-glued, or whether it is even necessary?
N  12th of Jun, 2017 by    0 Votes
@windstorms Did you ever find a solution? My wife's strip is also coming off.
N  6th of Jan, 2016 by    0 Votes
I bought one of these used at a garage sale. It was expensive (for a garage sale) but looked unused so took a risk and gave to my girls from Santa. But we got it set up, put in girls names to cut out as a test and realized then that the whole cutting cylinder/blade/mechanism is missing. Seeing that you can't buy replacement parts...anyone have this mechanism to sell?? I'm desperate to find one!! My girls are 9, 11, 11 and at perfect age to learn to make cards, scrapbook etc. (and they still believe in Santa!!! but don't understand how he could bring a broken gift!!!) Thanks so much! Susan Fisher

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