Elsabelle
Pearl Clutcher
Posts: 3,688 
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Post by Elsabelle on Jul 22, 2024 22:56:38 GMT
How long has this been going on? And just today things got even worse at least for me. The majority of my cut files are not showing up and when I try to download them it fails. How is everyone else doing with this Silhouette mess?
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Elsabelle
Pearl Clutcher
Posts: 3,688
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Post by Elsabelle on Jul 22, 2024 23:37:30 GMT
I installed the most recent update. In the bright side, I am able to download the files. On the not so bright side, I have to download almost every cut file. What a fiasco.
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Post by lilacgal on Jul 23, 2024 1:14:24 GMT
I got the email that my account was enabled so I updated. I went from 21,522 files to 58 files and no longer have the free files that came with my machine. 😡
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Elsabelle
Pearl Clutcher
Posts: 3,688
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Post by Elsabelle on Jul 23, 2024 5:05:31 GMT
I got the email that my account was enabled so I updated. I went from 21,522 files to 58 files and no longer have the free files that came with my machine. 😡 That’s terrible! I hope it’s something that can be fixed for you. This has been so frustrating. |
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Jul 23, 2024 6:52:41 GMT
lilacgal, is there any chance that you backed up/exported your library at some point before the update? If so, you can get your files back. If not, contact Silhouette. Their support is crappy, but they did help me get my purchased Silhouette files back when I lost them during an update. Now I back up/export my library before I do any update. And currently, I think I am still working offline. I’m not willing to update my software at this point. Maybe eventually, but not yet. It’s annoying that each download has to be downloaded individually, and added to the software individually. That is such a pain. I hope they fix that next. The site itself is still slow. It isn’t as bad as it was, but it’s slow enough that it’s more than a little aggravating. It’s also harder to find what I want. I love my machine, but I am probably going to cancel my subscription when it comes time to renew it. They have a ton of new designers from the looks of it, but I’m finding very few files that I want to buy, and having to download each design individually is ridiculous and obnoxious. I think it’s been at least 6 weeks since the fiasco began, possibly closer to two months. I’m a fairly patient person, and I have been a Silhouette enthusiast for a long time. I love my machine, but their server switch was handled poorly, and the new server doesn’t seem able to do as good a job as the old one did.
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Post by mom on Jul 23, 2024 14:31:09 GMT
How long has this been going on? And just today things got even worse at least for me. The majority of my cut files are not showing up and when I try to download them it fails. How is everyone else doing with this Silhouette mess? I commented on their Facebook on May 22 - as did over 60 other people -- and our comments were deleted. So it was happening before then. |
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Post by scrapcat on Jul 23, 2024 15:27:29 GMT
I don't know where I read it, but I remember seeing someone say don't do the updates. I have not, it keeps prompting me to and I don't have some newer features because of not updating, but I am fine with the older version I have working. I would imagine it won't be supported/work forever, but I honestly don't use it that much due to frustrations with cut lines and finding the right settings. I do better with manual diecuts and fussy cutting.
Maybe see if there is a way to revert to an older version?
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Post by giatocj on Jul 23, 2024 16:27:44 GMT
I don't even try anymore with my machine...I can't for the life of me get it to even cut through a piece of cardstock these days. New blade, same settings as usual and nothing   |
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Elsabelle
Pearl Clutcher
Posts: 3,688
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Post by Elsabelle on Jul 23, 2024 16:37:59 GMT
I don't know where I read it, but I remember seeing someone say don't do the updates. I have not, it keeps prompting me to and I don't have some newer features because of not updating, but I am fine with the older version I have working. I would imagine it won't be supported/work forever, but I honestly don't use it that much due to frustrations with cut lines and finding the right settings. I do better with manual diecuts and fussy cutting. Maybe see if there is a way to revert to an older version? I had avoided doing the updates until now. I was especially hesitant because I hadn't backed up my files in a while. But with all the files showing as download failed and retry wasn't working I went ahead and updated. It worked out fine for me. Still a pain in the backside but it worked. And I backed up my files. |
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Post by mom on Jul 23, 2024 22:02:26 GMT
I seriously need someone to hold my hand and walk me thru what I need to do (backup now? Update now?). I am seriously scared to mess things up and so I haven't done anything.
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lindas
Pearl Clutcher
Posts: 4,305
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Post by lindas on Jul 23, 2024 22:47:08 GMT
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Elsabelle
Pearl Clutcher
Posts: 3,688
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Post by Elsabelle on Jul 24, 2024 15:42:32 GMT
I seriously need someone to hold my hand and walk me thru what I need to do (backup now? Update now?). I am seriously scared to mess things up and so I haven't done anything. When I saw that most of my cut files were not showing up I remembered that I had recently gotten an email about an update. I reread the email and it advised getting the update to correct this issue. Part of the update was backing up the files. It’s just that it’s at the end of the process so there may be some risk. I’m not sure. I felt like I was forced into getting the update and half expected everything to be gone after. But it turned out ok. |
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nylene
Drama Llama
Posts: 6,780
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Post by nylene on Jul 24, 2024 21:20:13 GMT
Elsabelle, I am so sorry you are having problems with Silhouette. It is really maddening that you can't use the files that you bought. I finally got all of mine, but not without getting angry enough to go pound on their locked doors until someone came to help me. I think they have turned things over to others,(the IT dept is now in England) and they just don't know how to fix their mess. They are not doing their business any favors by not really communicating with their clients. Someone needs to teach them about customer service! Best wishes for getting it straightened out for you.
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breetheflea
Drama Llama
Posts: 6,584
Location: PNW
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Post by breetheflea on Jul 29, 2024 15:20:47 GMT
My cut files are all there, but the actual website will not 'load more' when I'm searching for something and trying to narrow down the search using 'category' all the options are in Chinese  I am not 'updating' when prompted and will wait until I'm forced to update, I've had problems with that before (update not compatible with whatever version of Windows I was using.) Until this update I was pretty happy with my Silhouette. I guess it's a sign I should use the cut files I already own and not buy more since the store is a mess. |
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Jul 29, 2024 22:47:47 GMT
My cut files are all there, but the actual website will not 'load more' when I'm searching for something and trying to narrow down the search using 'category' all the options are in Chinese I am not 'updating' when prompted and will wait until I'm forced to update, I've had problems with that before (update not compatible with whatever version of Windows I was using.) Until this update I was pretty happy with my Silhouette. I guess it's a sign I should use the cut files I already own and not buy more since the store is a mess. Until this update, I loved Silhouette. I still love my machine, but the Design Store is still having some obnoxious issues. I had to change the language from Chinese to English. What gives with that? If the tech support are now located in England, why would the primary, assumed language be Chinese? According to their website, Silhouette is still supposedly in Lindon, Utah. I tried to sync my library yesterday. After more than half an hour, it still would not sync. I am guessing they will force me to update my software. I don’t want to update my software. After the problems they have been having, I’m not sure that I trust the latest version, and I am quite used to the slightly older version that I have been using with zero problems, other than having to bring in newly purchased files one by one. It’s been over two months. It’s easy to alienate and lose a lot of customers in that amount of time. It’s not like they don’t have serious competition with other cutters, either. This was a supremely stupid move on their part. |
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Jul 30, 2024 4:25:59 GMT
What just happened to me is the worst that has happened yet. The new site can’t do basic math!
I placed an order tonight that came to approximately $103, but I had $312 in credits before placing my order. Instead of my balance dropping to $209, it dropped to $112! I was overcharged $96!
So watch your before and after balances if you make any purchases, because their web site can’t do math!
I’ll be emailing Silhouette Customer Service tonight, but I’m sure it will take weeks to get a response.
Edited to add: I realized after writing the above that although I made my purchase on July 29 in the evening, that the date shows as July 30. I would lose unused credits on the 30th, which is why I was trying to use up my credits last night on purchases. However, if the credits were lost due to a different time zone than used previously, it should have also shown additional credits, since I am supposed to receive my new credits on the 30th. No new credits, however, were shown, and if they delete your credits several hours before adding the new ones, that seems unfair to the customer. I did email them last night, but I am not holding my breath as to whether or not they will return my lost credits. I never lost credits in the past, because I used them up well ahead of time. Their site has been so obnoxious, though, that it has been difficult to find files to purchase.
Anyway, if you have a subscription, be aware. If you buy any files, watch to see if you are deducted more credits than you expect. And don’t wait till the last of the month to use them, because now I don’t know if they have just changed what time zone affects the deletion of unused credits, or if their site can’t do math.
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beatrix
Junior Member
What does your heart tell you?
Posts: 66
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Post by beatrix on Aug 3, 2024 19:21:42 GMT
What just happened to me is the worst that has happened yet. The new site can’t do basic math! I placed an order tonight that came to approximately $103, but I had $312 in credits before placing my order. Instead of my balance dropping to $209, it dropped to $112! I was overcharged $96! So watch your before and after balances if you make any purchases, because their web site can’t do math! I’ll be emailing Silhouette Customer Service tonight, but I’m sure it will take weeks to get a response. Edited to add: I realized after writing the above that although I made my purchase on July 29 in the evening, that the date shows as July 30. I would lose unused credits on the 30th, which is why I was trying to use up my credits last night on purchases. However, if the credits were lost due to a different time zone than used previously, it should have also shown additional credits, since I am supposed to receive my new credits on the 30th. No new credits, however, were shown, and if they delete your credits several hours before adding the new ones, that seems unfair to the customer. I did email them last night, but I am not holding my breath as to whether or not they will return my lost credits. I never lost credits in the past, because I used them up well ahead of time. Their site has been so obnoxious, though, that it has been difficult to find files to purchase. Anyway, if you have a subscription, be aware. If you buy any files, watch to see if you are deducted more credits than you expect. And don’t wait till the last of the month to use them, because now I don’t know if they have just changed what time zone affects the deletion of unused credits, or if their site can’t do math. This has been happening to me as well. I had 258.45 worth of credits and used 34.66. My balance went down to 117.85 instead of 223.79. Needless to say, I won't be renewing my subscription again. |
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Aug 4, 2024 23:43:00 GMT
beatrix, thank you for letting me know that happened to you, too. I emailed them about it and sent a screenshot, but I haven’t heard back yet. Their site is still incredibly slow, too, so it’s hard to spend my credits. I never used to have that problem.
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Post by refugeepea on Aug 5, 2024 16:25:44 GMT
How long has this been going on? And just today things got even worse at least for me. The majority of my cut files are not showing up and when I try to download them it fails. How is everyone else doing with this Silhouette mess? I commented on their Facebook on May 22 - as did over 60 other people -- and our comments were deleted. So it was happening before then. That is just plain shitty. A lot of people switched to Silhouette because their customer service was much better at one time. |
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beatrix
Junior Member
What does your heart tell you?
Posts: 66
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Post by beatrix on Aug 8, 2024 2:03:16 GMT
scrapnnana I don't think you'll be hearing from them anytime soon. Based on the comments I've been seeing on their FB page, it looks like customer service is in complete silence mode. Beware of the credit cards on file being charged multiple times, please keep an eye on it. I've tried to delete mine and it won't let me because it is attached to a subscription. I, like you, have had the Premium sub for a few years. I own a Cricut but was always more attracted to the Silhouette files because the ones from Design Space were not to my liking. I'll be good for a while because my library is big and, except for the files I got after this fiasco started, everything else is downloaded and secured on my computer. Anyway, come November there will be no renewing for me and I'll be freezing my card so it doesn't get charged by mistake.
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nicolep
Drama Llama
Posts: 7,200
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Post by nicolep on Aug 8, 2024 3:18:26 GMT
Omgosh this is INCREDIBLY disappointing!! What is it with people in this industry just leaving people in the dust!? I'm talking to you too Kelly Purkey!
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Aug 8, 2024 18:59:45 GMT
I think they have turned things over to others,(the IT dept is now in England) and they just don't know how to fix their mess. They are not doing their business any favors by not really communicating with their clients. Someone needs to teach them about customer service! I agree that their customer service needs an overhaul. It used to be decent, back when you at least could do a chat session, and before that, you used to be able to talk to a live person. I haven’t seen anything to indicate that their IT moved to England. Where/how did you learn that? Why would they? Did they sell the company? |
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nicolep
Drama Llama
Posts: 7,200
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Post by nicolep on Aug 8, 2024 19:45:21 GMT
They are on IG live right now and I came right out and asked what is going on with them and why there is no customer service among other issues and this is the reply that I got...🫤 I commented several times about many issues and even posted a link to this thread.  |
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Aug 9, 2024 1:10:13 GMT
They are on IG live right now and I came right out and asked what is going on with them and why there is no customer service among other issues and this is the reply that I got...🫤 I commented several times about many issues and even posted a link to this thread. What a pathetic and obvious avoidance of what is going on. |
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nicolep
Drama Llama
Posts: 7,200
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Post by nicolep on Aug 9, 2024 1:46:51 GMT
100%! They ignored everything I said after that reply of theirs. 😡
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Aug 10, 2024 14:23:26 GMT
The Silhouette Design Store was down yesterday, and the message indicated that they are making changes. I haven’t checked today. Maybe they will actually get the issues fixed. I can hope.
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nicolep
Drama Llama
Posts: 7,200
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Post by nicolep on Aug 10, 2024 14:26:04 GMT
The Silhouette Design Store was down yesterday, and the message indicated that they are making changes. I haven’t checked today. Maybe they will actually get the issues fixed. I can hope. Fingers crossed! |
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scrappymeg
Full Member
Posts: 317
Sept 18, 2020 22:59:35 GMT
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Post by scrappymeg on Aug 10, 2024 18:37:42 GMT
I had to install Silhouette on a new laptop today and was able to log-in to get my upgraded license and my library synched up, though a few downloads apparently failed so I'll have to look into that.
Hopefully they are finally getting everything together. I've been wanting to sell off a couple of my older machines, but I've been holding off until this got resolved.
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scrapnnana
Drama Llama
Posts: 6,449
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Post by scrapnnana on Aug 11, 2024 3:09:00 GMT
While I have relied on the Silhouette Design Store for years, the Design Store issues have helped me to realize that I don’t really need to buy files from the Design Store anymore. Yes, they are a great deal with my particular subscription, but there are also great digital files on Etsy and other sites.
The short time the Silhouette Design Store was offline yesterday made me hope the issues would be fixed once they came back online. Nope. It still takes forever for every page to load, etc. It takes far too long to find files to buy. I tried again today. LaLaShiba’s designs are 20% off, and she has a nice file for free. I like her designs, but to browse through just 10 pages of her designs (she has more than that) took so long and had so many issues (not her fault, the site’s fault), that I finally gave up.
SILHOUETTE, ARE YOU PAYING ATTENTION TO YOUR CUSTOMERS’ CONCERNS? IF LONG TIME SUBSCRIBERS LIKE ME ARE GETTING FED UP AND PLANNING TO QUIT BUYING YOUR DESIGNS, YOU HAVE A MAJOR PROBLEM! YOU DON’T ANSWER EMAILS. CUSTOMER SERVICE APPEARS TO BE NON-EXISTENT NOW.
The Silhouette machines and Silhouette software are great. IMO, they are the best. I am using my Silhouette Cameo 4 more than ever. I’m just using it to cut digital files from other companies, instead of Silhouette. I can’t afford to waste hours trying to find the files that I need.
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nylene
Drama Llama
Posts: 6,780
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Post by nylene on Aug 11, 2024 22:45:13 GMT
I think they have turned things over to others,(the IT dept is now in England) and they just don't know how to fix their mess. They are not doing their business any favors by not really communicating with their clients. Someone needs to teach them about customer service! I haven’t seen anything to indicate that their IT moved to England. Where/how did you learn that? Why would they? Did they sell the company? The young man who came to help me after I banged on their locked doors at the Lindon office told me. He said that not much happens there right now and that the IT department has been sent to England. |
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I am not 'updating' when prompted and will wait until I'm forced to update, I've had problems with that before (update not compatible with whatever version of Windows I was using.) 
