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Cutterpros.com / Fraud and cheating

1 United States Review updated:
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I purchased a vinyl lettering machine from the website cutterpros.com back in November of 2007. When I received my cutter, there were no instructions and I would call the number listed for technical support and either it would just ring and ring or be transferred to a voice mailbox that was full, so you couldn't even leave a message.

After months, I finally got a hold of someone and they had sent me a defective key (USB cable) which was the reason my system was not working. I had to spend countless hours talking to their tech support people trying to get the system up and running.

I finally was able to get the system up and running however there have been significant bumps along the way. And every time I would contact their tech support, I would just get the run around. I ended up having to teach myself how to fix the issues because they were no help.

Recently, my entire system has crashed. I tried calling their tech support people again and all they did was try to get me off the phone or tell me they were going to do something (which they wouldn't end up doing it). Kendall is supposedly the Tech Support manager buts seems to lack any type of technical support skill whatsoever. She would tell me one thing while another employee would tell me something different. She would put the blame on the software company and pass me off to them.

Today, I had to keep calling them just to get some answers to my questions. Kendall became agitated when I would tell her that her 'suggestions' were not working. She would send me links and downloads and tell me that they would fix the problem, but she cant even identify what the problem is! Then she actually tells me that I will probably just have to get a new system and upgrade everything because my machine is over a year old. No where on their website does it state that you have to continually upgrade or buy new machines, in fact, its states quite the opposite. They say on their site that they have these packages where you get everything you need to run your cutter, while most people cant even install the software to even begin.

Their way of doing business seems a little shady. If they are going to be in an industry where they are selling things, they need to the ins and outs of each product and be able to assist callers when they need help, not waste their time.

I told Kendall today that I would be reporting her and writing a rip-off and her response was, 'then I will do a report about your website.' Real professional. And why would you write a report about my website or business when you HAVE NEVER bought anything from me or used my website? These are the type of people they have working for their company.

Do not buy anything from this company because they have poor products, horrible customer service and no tech support.

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Comments

  • Ke
      29th of Jan, 2009
    0 Votes

    I am replying to the false report posted on this website regarding the company cutterpros.com. As explained to this particular individual over the phone numerous times she bought this machine over a year ago and is way out of our 6 month warranty. I personally (Kendall) tried to assist her for 2 days at no charge to her. She repeatedly pushed buttons on her machine and would not follow the steps so that we could assist her. I gave her a program to use until we figured out what the issue was, as you can see from her website and the "success” she has had with her company is due to the quality and speed of our machines. http://sign-to-sign-wall-lettering.com. During the two days that I assisted her (which I am not the tech manager I am the general manager here at cutterpros.com) She insulted myself, my staff and any one who answered our phones. She continually harassed us for over an hour by calling into our toll free line and screaming insults over the phone, to such an extent I had to call the local police in her area to get her to stop. I tried to offer her any part she needed at 50% of what we charged our normal customers out of warranty to Pease her, and she stated "that I was a ### and didn't know what was wrong with her cutter" which I did know because of her continuously pushing the buttons on her LCD screen she damaged it! As for our machines having to constantly be upgraded as she's stated is completely false, as anyone who knows how to work a computer and is familiar with any windows products that it is a continuous up hill battle to keep up with all the driver updates and program upgrades and we are working with Microsoft and our software companies to make sure all of our machines and customers have the latest drivers for their machines to run in top performance! Hers being over a year old and working I advised her that she most likely has had her windows program due and an update to her computer and the incorrect drivers were not installed properly. She wouldn't hear of it, of course. This customer is just an unhappy person looking for something for nothing from our company, which unfortunately she did get two days of my time, a free program to run her machine and the satisfaction of hurting a company that has done none of the things that she has stated. We here at cutterpros.com have a full time tech support, sales and will be happy to assist our customers above and beyond what is required from us. I hope any consumer reading this will not let one bad apple spoil the bunch and not want to purchase from us. If you feel that you need to find out for your self feel free to contact us and we will be happy to prove to you how great our customer service, tech skills are.

  • Lo
      2nd of Jun, 2009
    0 Votes

    I've had terrible experience with customer support as well.
    They don't return e-mail requests for assistance, very bad at returning calls.
    I own a CR630FB I won on eBay for $170 a couple of years back and though it's a loud machine I've done well with it.
    But I've always asked for assistance on the US Cutter forum or figured it out for myself because it's much less frustrating this way; buy their machines only if you can win one on eBay for less than $180.
    BTW, ton's of parts are interchangeable with other machines out there... just ask US Cutter.

  • Po
      2nd of Sep, 2009
    -1 Votes

    I was also ripped-off by USCutter. I purchased a Copam 2500 cutter and it was a dog. Nothing but problems. After I was promised a full refund on the purchase price if I upgraded my cutter, I agreed to the purchase. I have no receipt for my purchase of the new cutter. No email from them or anything. I have no credit for the first cutter. US Cutter will not answer my emails.

    This is a rip-off.

    Jim Robertson
    jirobert@surewest.net

  • To
      3rd of Mar, 2010
    0 Votes

    I purchased a plotter from someone we knew who said it worked great and was essentially brand new, but it took me over a year to get the thing to work with my computer. It was originally from cutterpros.com, and they were sort of helpful when I did get through to tech support. I had no paperwork, so I didn't have any warranty guarantees, but they still helped point me in the right direction. The software and hardware was pretty glitchy...actually very glitchy. I have a pretty decent understanding of computers, and I had a horrible time with it. However, I did finally get the hardware to work properly and I think the support information up on the website has improved. My biggest caution is that it is a real challenge to get the thing running properly with your computer, but once that is set, should be fine.

  • Ar
      8th of Jun, 2010
    0 Votes

    I was ripped off from Cutter Pros too. I bought a piece of junk off of them and got the run-around from Kendall. I finally put the machine in my back alley with a sign that said FREE. Those people at cutterPros really suck!

  • Br
      4th of Oct, 2010
    0 Votes

    I am very sorry for your experiences at Cutterpros and US Cutter. If there is anything I can do to right these past wrongs please call me at Cutterpros.com

    Regards,
    Brian Hahn

  • Br
      4th of Oct, 2010
    0 Votes

    Hi Angeline,

    If there is anything I can do to make amends please contact me at Cutterpros.com

    Regards,
    Brian

  • Mi
      7th of Jan, 2011
    0 Votes

    The last thing you need to do with your water is to remove all the mineral. Zero Water is a deionizer filter and is nothing new. It is the most inefficient way to purify water and is totally needless for drinking water where you want mineral to be. This is the same at the spot free car wash filters that come and go and it is far cheaper to just buy an aquarium deionizer filter. I found this article that explains it well.

    http://www.labwater.com/article.asp?id=303&title=ZeroWater_-_Much_Ado_About_Nothing?_

  • Sh
      6th of Jun, 2011
    0 Votes

    After reading this one bad review I almost did not purchase from CutterPros. I called, got Jessica, and discussed with her my apprehension. She assured me that Kendal was not there anymore, that this is an old complaint but it's one that has stuck with them. After not being able to find ANY other bad review I ordered. About $1800 worth... new cutter, heat press and vinyl. The package is fantastic. They were very flexible! Like, the package came with Adobe Illustrator but I already have it so they subtracted it and the $500 cost of it.

    Please don't be put off by one bad review. The sales people are great (and they are working on the attitude of the tech support people LOL) Consider this my glowing review of the company and the people.

  • Wi
      30th of Aug, 2012
    0 Votes

    MY NAME IS WILLIS AND I HAVE HAD BOT GOOD AND BAD EXPERIENCES WITH CUTTER PROS. FIRST OF ALL MY FIRST CONTACT WAS WITH BARBARA WHICH IS NO LONGER WITH THE COMPANY. SHE WAS EXCELLENT AND HELPED ME A GREAT DEAL GETTING STARTED AND SELECTING THE RIGHT MACHINE AND PRODUCTS FOR ME TO GET STARTED. I HAVE THE CR630, IT WAS A RETURN THAT HAD BEEN CHECKED OUT FOR RESALE. BARBARA GAVE ME A GREAT DEAL ALONG WITH MY SIGNCUT WHICH WAS ALSO A RETURN. SHE WAS VERY KNOWLEDGABLE AND POLITE AND VERY PATIENT, ESPECIALLY WITH MYSELF WHOM HAD NO EXPERIENCE WHAT SOEVER DOING GRAPHICS. MY LAST COUPLE OF EXPERIENCES THIS YEAR 2012 HAVE NOT BEEN SO GREAT, HOWEVER NEW KID ON THE BLOCK JENNIFER IS ALSO FANTASTIC. THIS YOUNG LADY HAS DONE MOR THAN I COULD HAVE EXPECTED TO MAKE SURE I WAS SATISIFIED WITH MY PRODUCT, EVEN OFFERING TO CHANGE MY PROGRAM IF WE COULD NOT GET IT FIXED. YES I WAS TOLD A COUPLE OF TIMES THAT SIGNCUT WAS HAVING ISSUES AND THAT THEY WOULD BE FIXED, AND SHE TOLD THE TRUTH. I CAN USUALLY CALL HER FOR SUPPORT AND I WILL ALLOW HER TO TAKE OVER MY COMPUTER AND SHE HAS ACTUALLY WALKED ME THROUGH THINGS TO HELP ME UNDERSTAND HOW TO DO IT RIGHT. ONLY PROBLEM I REALLY HAVE IS 24/7 TECH SUPPORT, I JUST DON'T SEE THAT AT ALL. I HAD A PROBLEM WITH SIGNCUT NOT RESPONDING AND I NEEDED TO GET SOME VINYL GRAPHICS DONE FOR A CUSTOMER. SEE I RACE DIRT TRACK CARS AND DO NUMBERS, SPONSORS, AND WHAT EVER ELSE THESE BOYS WANT ON THEIR CARS. YEP I WAS REALLY TICKED OFF BECAUSE I COULDN'T REACH ANYONE. I TOLD JENNIFER IF THIS PROGRAM WAS NOT WORKING BY A CERTAIN TIME THAT I WANTED A FULL REFUND. WELL WEEKEND CAME AND WENT AND THE FIRST THING AFTER THE WEEKEND JENNIFER CALLS ME ON MONDAY MORNING BRIGHT AND EARLY. SHE EXPLAINED HOW SORRY SHE WAS ABOUT WHAT HAD HAPPENED, NO REMEMBER THIS IS NOT HER FAULT IN ANY WAY, "FACT". AFTER A COUPLE OF DAYS AND NUMEROUS PHONE CONVERSATIONS AND HER TAKING OVE MY COMPUTER SHE GOT THE PROBLEM RESOLVED AND WAS POLITE AS HELL AND KEPT APOLOGIZING FOR WHAT HAD HAPPENED. NOW MIND YOU ME, I MAY HAVE CREATED SOME OF THE PROBLEMS OVER THE YEARS BUT MY EXPERIENCES WITH BARBARA AND JENNIFER HAVE BEEN NOTHING BUT FANTASTIC. THIS MACHINE IS ALMOST FIVE YEARS OLD AND WORKS GREAT STILL TO THIS DAY. SO THANKS CUTTERPROS AND JENNIFER AND ALSO BARBARA EVEN THOUGH SHE IS GONE. I WILL INCLUDE A PIC OF ONE OF MY RACE CARS DONE WITH CUTTERPROS CR630.

  • Tl
      25th of Mar, 2013
    0 Votes

    I need help with my cr730!! Anyone? it says it is sending the cut to the cutter and goes through the motions only to sit there and not cut! I get frustrated with it...any help is appreciated! thanks, T

  • Su
      4th of Jun, 2014
    0 Votes

    I have had nothing but excellent support from cutter pros. I purchased a CR630 years ago on EBay. Than my wife would not let me set it up as it took up too much room. Years later, when one of my wife's friends could use vinyl signs, my wife volunteered me. Though it had been years, and the Operating Systems on my computer were not compatible with the software, they took me by the hand and got my computer to talk to the cutter and how to work with the software.
    Each time I would start the cutter, it would not recognize or communicate with the cutter. But each time I contacted tech support, they were patient with me and fixed the problem each time. I tried to understand how to do it myself, but it was elusive how the COM ports would connect. Each time I have had them assist without any complaint or restrictions. They have LIFETIME SUPPORT and are always courteous with me and patient to get my system working when I need it. It works more consistently now. It is nice to know they are there when I need their help and not at $60/hr like Microsoft or some other computer support company.
    I will pay more to get this support alone. I will always come back to them until their competitors do the same, but I doubt they will.

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