Morning folks...I've thought long and hard about publishing this post...but hey you know me I am the first to be hooting and tooting about great customer service so why not shout from the rooftops about the opposite end of the spectrum.....would suggest you go make a cuppa....get comfy and it may be a good idea to duck as I am spitting fire after A RUN-IN with one of the world's crafty giants.
As you all know the fabulous VAGABOND recently took up residence in the cubbyhole...oh yes I was waxing lyrical about this machine and let me assure you that although I have been tearing my hair out over the last few week....I haven't changed my mind about it. The reason for me flipping my lid is the absolutely atrocious and non-existent level of customer service from the manufacturer......yes....
SIZZIX
it's you and
I am awarding you a great big fat Razzie...
0 out 10 for customer service
on Saturday afternoon I decided to have a little play with Texture Fades and Acetate but the fun didn't last long....the rollers made a strange noise as I fed the sandwich through and then stopped dead...the sandwich was well and truly jammed and no amount of persuasion would budge it and of course the Sizzix Customer Service Department is closed over the weekend After quite a lot of huffing and puffing...I e-mailed the one person who could help this desperate crafter on a Saturday afternoon....yes the one and only TIM HOLTZ and although it was silly early morning o'clock in Arizona he came right back to say that there was no release button to unjam the sandwich and that the best thing to do was contact Sizzix first Monday morning and they would be able to help.
Sorry Tim but I fear you are under the illusion that these folks care about their customers...sadly that is not the case..they were at great pains to fob me off with one idiotic suggestion after another.....
1. "Press the Reset Button on the bottom....wait 30 minutes and it will release"
one slight but very important problem...there is no Reset Button...
2.Second phone call.... "OK..we gave you the wrong information...
but the machine will automatically reset within 30 minutes"
considering the jam happened on Saturday...that must be the longest 30 minutes in the history of time and you will not believe the next suggestion...
3. Break the plates and then you will be able to remove the sandwich
perhaps they should have suggested that first I need to look out safety glasses and thick gloves...could there possibly be shards of thick acrylic flying everywhere and a high risk of me losing an eye or lacerating my hands
Not known for my patience with numpties I completely lost the plot at their arrogance which met with a sudden about turn...could I return the machine for inspection....not a problem if I could get the blighter back in the box with the platform jammed open......strangely enough they couldn't come up an idiotic solution to this one. I'm not easily fobbed off but even I know when I am banging my head against a brick wall so I hung up in disgust. A huge huge thank you to Tim who rode out of the sunset in true John Wayne fashion contacting Sizzix on my behalf asking for an explanation for my bad customer service experience and came back to let me know they would investigate and contact me to sort it out. Well excuse me but I am not holding my breath on this one....4 days down the line I am still waiting for their magic e-mail. Not so long ago I would have been like a dog with a bone but to be honest I just can't be bothered with it all....if the Lord Of All Things Holtziness can't make this Company sit up...take notice and address their crap customer service...what chance do I have. I've done what I should have done in the first place...contacted the store where I bought it and thankfully there are companies out there who do care.....the lovely Charlotte from
The Papeterie addressed the problem as it should have been dealt with...contacting her distributor and a replacement should arrive in the cubbyhole soon.
But if you are contemplating buying the Vagabond....PLEASE don't be put off by my experience....with thousands manufactured there is always going to be one naughty boy who will slip through the net and for some strange reason IT always seems to have my name on it.....but it's not the end of the world...no-one's died and I feel so much better getting that off my chest...so I am off to look out The Big Shot and get kitting....gotta keep busy just in case I feel that WHY ME...nervous breakdown coming on.
Catch up with you all tomorrow for another fabby challenge over at
Penny Black Saturday
Happy Easter Everyone....
Hugs Kath xxx