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Post by chaosisapony on Mar 29, 2024 1:45:14 GMT
I love their products but the customer support is just... terrible.
Somehow, when I bought my Cameo 5 I wound up with a subscription to the Design store. Prior to renewal, I realized what had happened and I canceled the subscription. They tried to bill me for it anyway and billed an expired card I didn't realize was still connected to the design store. I got a message about it and went into my account and deleted the card and input new card info. Here we are almost 2 months later and I still get a message that my account is on hold due to an expired card. I can't purchase anything from the design store because my account is on hold.
I reached out to customer service and they told me I had 2 options. I could update my card info (which I did weeks ago) or cancel the subscription. I asked the rep to please cancel the subscription. She writes back today that the subscription had already been cancelled and offers no other solutions or help. I have written back again but it's usually 1 day between responses so I don't expect to hear back any time soon.
They're having a 50 cent sale and I'm going to miss it all. I'm so annoyed.
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scrapnnana
Drama Llama
Posts: 6,449 
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Post by scrapnnana on Mar 29, 2024 15:10:05 GMT
Are you doing this via chat or email? It sounds like you contacted them via email.
Their email support is absolutely horrible. You can wait sometimes for days to get a response, and they give you some copied and pasted answer from their website that isn’t applicable, and you have to go back and forth, and it takes forever. I have never gotten decent help via email. I have even been ignored and gotten no additional responses if I tell them that I already tried their “solution.” And for the record, I did remain polite every time. I wasn’t rude. I don’t swear. But whoever handles their email seems to be incompetent, so I no longer bother with emailing their customer service.
To do chat, you may have to wait, sitting by your computer for awhile, but I just have a project handy to work on during the wait, and I keep glancing at my screen to see if I am still in the queue or have gotten a response. There is a chime when they come on, I think, but I don’t always hear it because my hearing isn’t the best.
Even when the Chat wait looks like 45 minutes or more, I don’t think it has ever taken as long as the expected time. People get tired of waiting and quit, which gets me in sooner than later. One time the chat wait was supposedly two hours. I didn’t have to be anywhere, so I worked on a project while waiting. I think that I actually got help in about 30 minutes. It was much shorter than the posted wait time.
I always get decent support via chat. Always. And even if my chat conversation with them takes awhile, they wait while I try their suggestions, and pay attention to what results that I report. In every case, my issue has been resolved right away, with the chat support help sometimes going higher up to someone more knowledgeable if necessary.
I have never had a good experience with their email support, and I have never had a bad experience with Chat. It’s been awhile, so that may have changed, but hopefully Chat can help.
Before you even try that, though, I would go back and make sure that you didn’t make a typo when you updated your card. One wrong character or number in any part of it might give you that message, and a mistake might not be super obvious.
Or their website may just have issues. In which case, I encourage you to try their Chat.
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jediannie
Pearl Clutcher
Posts: 3,091
Jun 30, 2014 3:19:06 GMT
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Post by jediannie on Mar 29, 2024 16:15:18 GMT
I agree with scrapnnana, their chat is way better than email. If you haven't tried that, give it a go. Hopefully they'll be able to help you out because this is ridiculous. |
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Post by chaosisapony on Mar 29, 2024 19:49:59 GMT
I didn't try the chat option because the website just says it's a chatbot, not that you speak to a live person. That's good to know that the chat can be helpful.
I heard back again by email this morning and was told to log out and back in. I did that and I am able to buy designs, yay! No idea why that was so freaking hard but hopefully I'll never need to reach out again.
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Post by karinec on Apr 2, 2024 6:02:52 GMT
It’s sad because their customer service used to be great. If you were having an issue with your machine you could call them and they would walk you through the process to fix it. I guess it wasn’t profitable for them to keep offering that kind of service. I’m sure they have been sold and bought by private equity, lol.
Before I purchased my Cameo 5 and ES mat I sent a question via email, to be sure the mat was compatible with their new foil pen.
It took over 2 weeks to get a reply, and they said no, it’s not compatible. The funny thing is, I had also reached out to them on Instagram and they told me yes. After that, they posted a story showing the ES mat and foil pen.
Anyway, when I replied to customer service I mentioned the above. I got a laugh when they replied back saying basically the person who answered had no clue. Btw, the two are compatible.
If you’re ever in a pinch when something goes wrong with any Silhouette machine, I highly recommend the Silhouette Secrets with Elly Mae Facebook group. She is super helpful in detecting problems and finding solutions. I’m always amazed at the speedy responses posted.
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