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Post by pas2 on Jul 8, 2018 11:48:28 GMT
I bought the tool set to use with my old trusty glass mat. I like how the media edge hooks over the edge of the glass mat, but it seems to be bent. I have tried it on all sides of the glass mat an on my cutting mat I use for sewing (which is new). Lo and behold at the 2" mark the whole ruler starts to veer to the right and by 13" it is off by 1/8"! So much for drawing or cutting a straight line. Guess I will be shooting a note off to Tonics customer service since I no longer have the packaging to return to the store I bought it from.
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camcas
Pearl Clutcher
Posts: 4,130
Jun 26, 2014 3:41:19 GMT
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Post by camcas on Jul 8, 2018 13:37:46 GMT
I have this and mine is straight You def got a dud Good luck getting a replacement
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Post by streetscrapper on Jul 8, 2018 14:05:40 GMT
Geese... I'm still waiting for the glass media mat that I pre-ordered in January! I'm jealous that you've got the tool set AND the glass mat!!
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Post by Skellinton on Jul 8, 2018 14:46:26 GMT
I have had 3 crooked rulers and no response from Tonic about it. They are all crooked the same way too, they all veer up quite drastically. The first I thought was a fluke so I just exchanged it without checking, second one was still crooked so I checked the one I had gotten for a gift and it is crooked too.
I am mostly disappointed that it has been over a week with no response from Tonic other then the standard email saying they got my email. .
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GiantsFan
Prolific Pea
Posts: 8,486
Site Supporter
Jun 27, 2014 14:44:56 GMT
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Post by GiantsFan on Jul 8, 2018 15:14:51 GMT
Geese... I'm still waiting for the glass media mat that I pre-ordered in January! I'm jealous that you've got the tool set AND the glass mat!! What!?! That's crazy. Can you cancel your pre-order? Or make sure they still have record of it? I pre-ordered both the mat and tool set in January and received the mat at the end of March. Then the tool set came at the beginning of June. pas2 - I had to contact Tonic regarding the removable craft mat. It was stuck to the glass and the non-stick backing ripped when I removed it. They e-mailed me back almost immediately, but it took several emails back and forth for a few days. My advice is to send photos, what the problem is, name, address, and phone number and tell them you want a replacement. I had to send the same info several times (I just kept forwarding my already sent e-mails). I did get a replacement but it took about a week after the final email exchange. ETA: I just looked at the e-mail exchange. I sent the original email 3/30, last email exchanged was 4/10 and I received the new mat 4/16.
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Post by anniefb on Jul 8, 2018 17:36:21 GMT
Ugh that's bad. I would definitely contact Tonic and try and get a replacement.
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Post by pas2 on Jul 8, 2018 17:36:33 GMT
I have had 3 crooked rulers and no response from Tonic about it. They are all crooked the same way too, they all veer up quite drastically. The first I thought was a fluke so I just exchanged it without checking, second one was still crooked so I checked the one I had gotten for a gift and it is crooked too. I am mostly disappointed that it has been over a week with no response from Tonic other then the standard email saying they got my email. . Oh no! I was hoping that they had good customer service like I got from Ranger. I did not buy their glass mat, I’m using my old EK Success mat. I tested the media edge tool on 2 glass mats and a brand new self healing sewing mat. It should work on any mat. Even if its laid on a grid line it veers off at a slight angle.
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Post by pas2 on Jul 8, 2018 17:38:58 GMT
Geese... I'm still waiting for the glass media mat that I pre-ordered in January! I'm jealous that you've got the tool set AND the glass mat!! What!?! That's crazy. Can you cancel your pre-order? Or make sure they still have record of it? I pre-ordered both the mat and tool set in January and received the mat at the end of March. Then the tool set came at the beginning of June. pas2 - I had to contact Tonic regarding the removable craft mat. It was stuck to the glass and the non-stick backing ripped when I removed it. They e-mailed me back almost immediately, but it took several emails back and forth for a few days. My advice is to send photos, what the problem is, name, address, and phone number and tell them you want a replacement. I had to send the same info several times (I just kept forwarding my already sent e-mails). I did get a replacement but it took about a week after the final email exchange. ETA: I just looked at the e-mail exchange. I sent the original email 3/30, last email exchanged was 4/10 and I received the new mat 4/16. I wonder what would happen if I told them I would post about it on Tim Holtz’s facebook page? I had a problem with one of Tonic’s products being dried out before I even opened the package and they fixed the problem right away.
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Post by artisticscrapper on Jul 9, 2018 0:28:33 GMT
Nothing worse than waiting for something you want and then end up,getting a defective one. I hope Tonic makes this right.
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FurryP
Drama Llama
To pea or not to pea...
Posts: 7,249
Site Supporter
Jun 26, 2014 19:58:26 GMT
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Post by FurryP on Jul 9, 2018 2:42:27 GMT
I wonder what would happen if I told them I would post about it on Tim Holtz’s facebook page? I had a problem with one of Tonic’s products being dried out before I even opened the package and they fixed the problem right away. I would at least give them a chance to screw up before you threaten to do that.
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Post by 50offscrapper on Jul 9, 2018 6:12:34 GMT
Wonder if they are rushing out product beyond quality control due to the demand?
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Post by streetscrapper on Jul 9, 2018 10:51:39 GMT
Geese... I'm still waiting for the glass media mat that I pre-ordered in January! I'm jealous that you've got the tool set AND the glass mat!! What!?! That's crazy. Can you cancel your pre-order? Or make sure they still have record of it? Well, I pre-ordered it, but I haven't paid for it yet. It is a cash on delivery type of thing. Delivery time was expected in February, then March, the June, then mid-July... which we are now at and I still have no idea. To top things off, the LSS I order it from closed their brick and mortar store. They only sell on-line now. You could pre-order and then pay when the things came in, which I would do because it would give me a chance to go to the store and see all the new stuff in person. She definitely has a record of it. I guess I should email her to find out the status of the pre-order. ETA: got an email that the first 20 should be arriving shortly and mine is in that first order. Hopefully I’ll have it before the end of the month!
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Post by pas2 on Jul 9, 2018 14:19:36 GMT
I wonder what would happen if I told them I would post about it on Tim Holtz’s facebook page? I had a problem with one of Tonic’s products being dried out before I even opened the package and they fixed the problem right away. I would at least give them a chance to screw up before you threaten to do that. It’s my plan B.
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yeppers
Junior Member
Posts: 57
Sept 20, 2017 13:29:34 GMT
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Post by yeppers on Jul 9, 2018 16:13:13 GMT
I just received my glass mat and tool kit and my glass mat has an edge by a corner that is sanded funny - kind of like the edge was cut ragged when the rounded it and then they sanded it smooth. Hard to explain but I noticed it because I can see the white underside where the rest of the edge is black. It is on the underside edge so it is fully functional, but I'd consider it an "imperfect" mat. My tool set ruler is also angled a bit - not quite 1/8" - but enough that you can see it veer off when it's on the glass mat. I got them both from scrapbook.com so it's not an easy or quick return. I can use them, but I am disappointed.
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Post by anniefb on Jul 9, 2018 17:50:35 GMT
Really disappointing to hear about the quality control issues.
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FurryP
Drama Llama
To pea or not to pea...
Posts: 7,249
Site Supporter
Jun 26, 2014 19:58:26 GMT
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Post by FurryP on Jul 9, 2018 23:05:28 GMT
I just received my glass mat and tool kit and my glass mat has an edge by a corner that is sanded funny - kind of like the edge was cut ragged when the rounded it and then they sanded it smooth. Hard to explain but I noticed it because I can see the white underside where the rest of the edge is black. It is on the underside edge so it is fully functional, but I'd consider it an "imperfect" mat. My tool set ruler is also angled a bit - not quite 1/8" - but enough that you can see it veer off when it's on the glass mat. I got them both from scrapbook.com so it's not an easy or quick return. I can use them, but I am disappointed. I would be too. Little things like that bother me. I can't help it. If I ruin it, well what can I do? If it comes with things like this brand new, that is not acceptable. I would write to Tonic about both. That ruler is for the specific purpose of straight lines. And it is not even straight? And the mat, well it's not like it's a $5 throw away item.
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Post by Skellinton on Jul 12, 2018 0:11:16 GMT
I sent them another email because I figured over a week to get a response was pretty damn slow, it took 2 days to get a response from that, but basically they want me to send a picture to see if there is anything they can do. I sent a picture and I hope they don’t take another 2 weeks to respond. It is pretty bad, I can’t imagine they can deny replacing it. It is almost a 1/2 inch off from one end to the other.
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Post by streetscrapper on Jul 12, 2018 14:40:07 GMT
I just heard that mine will be shipping today! YAY! I pre-ordered it in January!!! But now that I see there are some issues, I'm hoping that after waiting to long I don't have a problem. I have dealt with Tonic's customer service in the past and they are awesome so hopefully they'll come through for anyone having issues with this!
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Post by sjwoody1167 on Jul 12, 2018 17:58:09 GMT
I was really excited about the mat tools but I guess I will wait until they get the issues straightened out.
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FurryP
Drama Llama
To pea or not to pea...
Posts: 7,249
Site Supporter
Jun 26, 2014 19:58:26 GMT
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Post by FurryP on Jul 13, 2018 6:00:29 GMT
I was really excited about the mat tools but I guess I will wait until they get the issues straightened out. No pun intended, right?
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Post by pas2 on Jul 13, 2018 19:53:12 GMT
They just asked me to send pictures.
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Post by Skellinton on Jul 22, 2018 15:18:08 GMT
I sent pictures too, then received a reply that it would take 2 weeks for an engineer to look at them to “see if anything could be done.” If they write back too bad, so sad, after a freaking month I am going to be pea livid! First off, their response time sucks eggs. Two weeks and several emails from me before they even respond, then I get another two week delay when it is grossly apparent from the pictures there is a problem. I am not an engineer, but I can see that the ruler varies by one .25 inches from one end of the ruler to the other. Not impressed with their handling of this at all.
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Post by pas2 on Jul 23, 2018 12:20:15 GMT
I sent pictures too, then received a reply that it would take 2 weeks for an engineer to look at them to “see if anything could be done.” If they write back too bad, so sad, after a freaking month I am going to be pea livid! First off, their response time sucks eggs. Two weeks and several emails from me before they even respond, then I get another two week delay when it is grossly apparent from the pictures there is a problem. I am not an engineer, but I can see that the ruler varies by one .25 inches from one end of the ruler to the other. Not impressed with their handling of this at all. Their initial response was prompt but after I sent the photos I got the “ please wait 2 weeks while our engineers look at the problem” response.
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Post by Skellinton on Jul 23, 2018 12:38:41 GMT
I sent pictures too, then received a reply that it would take 2 weeks for an engineer to look at them to “see if anything could be done.” If they write back too bad, so sad, after a freaking month I am going to be pea livid! First off, their response time sucks eggs. Two weeks and several emails from me before they even respond, then I get another two week delay when it is grossly apparent from the pictures there is a problem. I am not an engineer, but I can see that the ruler varies by one .25 inches from one end of the ruler to the other. Not impressed with their handling of this at all. Their initial response was prompt but after I sent the photos I got the “ please wait 2 weeks while our engineers look at the problem” response. What do you suppose the engineers are looking at that they can’t see, and exactly how are they going to solve the problem? Seems to me anyone who has clear vision can see their is a problem, and the best way to fix it is have someone from their warehouse unbox a new ruler, check for themselves that it works then drop it in the mail. Don’t understand the 2 week engineer situation at all. Will you post when you hear back since so far you have had better luck then me?
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Post by streetscrapper on Jul 23, 2018 13:06:35 GMT
I'm really surprised to hear the response you received from Tonic! I had an issue with my first TH Stamp platform and they shipped out a new one. I had to ship the first one back, but they sent all the paperwork necessary to do it.
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Post by mom on Jul 23, 2018 13:30:19 GMT
I sent pictures too, then received a reply that it would take 2 weeks for an engineer to look at them to “see if anything could be done.” If they write back too bad, so sad, after a freaking month I am going to be pea livid! First off, their response time sucks eggs. Two weeks and several emails from me before they even respond, then I get another two week delay when it is grossly apparent from the pictures there is a problem. I am not an engineer, but I can see that the ruler varies by one .25 inches from one end of the ruler to the other. Not impressed with their handling of this at all. I wonder why they are dragging their feet about correcting this? Kinda makes me wonder if they suspect this could be a way bigger issue than one just being messed up. If it were a big issue, I could see where they would worry about having to replace thousands of them. But all this hassle for just one? SaveSave
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Post by cbet on Jul 23, 2018 14:29:18 GMT
Mine is off by about 1/8" over the length of the ruler. I'm not an engineer, but I can see exactly what the problem is. The ruler itself is straight, but at the end where the lip is formed by a second layer of acrylic and the two layers are screwed together, the two layers are not perfectly aligned. On mine, you wouldn't really notice it by looking, but you can feel that at one point the bottom layer sticks out further than the top and as you go around the edge, it changes and the top layer sticks out further. It's a tiny, tiny misalignment, but over the length of the ruler it magnifies.
It's frustrating to hear that a company that has always had great customer service in the past seems to be handling this so badly. Hopefully they aren't taking a page out of the book by their new partner (the MISTI woman).
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Post by pas2 on Jul 24, 2018 16:28:47 GMT
Their initial response was prompt but after I sent the photos I got the “ please wait 2 weeks while our engineers look at the problem” response. What do you suppose the engineers are looking at that they can’t see, and exactly how are they going to solve the problem? Seems to me anyone who has clear vision can see their is a problem, and the best way to fix it is have someone from their warehouse unbox a new ruler, check for themselves that it works then drop it in the mail. Don’t understand the 2 week engineer situation at all. Will you post when you hear back since so far you have had better luck then me? Will do.
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Post by anniefb on Jul 24, 2018 17:36:20 GMT
Doesn't sound like a great CS response so far. Wonder if they're worried that it's a general widespread issue?
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Post by pas2 on Jul 25, 2018 12:01:00 GMT
Doesn't sound like a great CS response so far. Wonder if they're worried that it's a general widespread issue? Looks like quality control wasn’t doing their job.
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