Cutterpros.com The worst customer service and no refund for the product that was returned! Phoenix Arizona

I purchased a CR-1200 ProCut vinyl cutter in December 2007. Purchase price with shipping was $593 with a 30 day money back guarantee. The cutter arrived in a timely manner. I set the cutter up but couldn't get it to recognize my computer. I called the technical support number and the mailbox was full but I could leave a call back number. No one called. I repeated the process. Again, no one called. I tried their website and their contact button I left an e-mail message that I needed assistance. Several days went by and still my cutter didn't work. I repeated the above process again. I eventually did get a phone message left on my machine from Josh from technical support and he left a number for me to call. I called and left a message to have him call me again. No one did. I again repeated the above process again and eventually I got an e-mail response from Josh asking me when a good time would be to call to work out my technical issues. I e-mailed back and left three different days and times, all during regular business hours, of times when I would be home and he could call and help me. No other communication from CutterPros was received after this. In the mean time I was able to finally get the cutter and the computer to "talk" to each other. However the program and the machine continued to perform at a very below satisfactory level. It would not cut straight or complete. I was never able to produce a workable piece of cut vinyl. I tried multiple times to call technical support, sales, e-mails etc but could not get any response from anyone for atleast 14 to 18 days. I finally called one day on a Thursday and again got Josh on the phone. I explained to him that I was still within my 30 days to return the product, I had no desire to trouble shoot the issue any longer but desired to return the product. In the mean time I had called the credit card company and put a dispute on the credit card charge. Josh informed me he would put through a Return Merchandise Authorization and would call me by the end of that day or the next day with the information I needed. I did not hear from him Thursday, Friday, Saturday or Sunday. I was very frustrated. This company had my home number, cell phone number and e-mail address but did not make an effort to provide me with the information I needed. I finally began posting comments on the technical support forum asking for help to get the cutter returned. I also posted replies to others who had questions on buying from the company and explained my frustrations with my experience and encouraged them to not purchase from this company. I probably made 6 to 8 postings giving my feedback and asking for help in getting the product returned. I made another attempt before leaving work on Monday to contact the company and ended up getting Josh on the phone again. He made no excuses or no attempt to explain why they wouldn't respond to my inquiries. He told me I was authorized to return my product. I immediately came home, loaded the product in my truck and shipped it. I am waiting today for the product to arrive in their possession and receive a refund of my purchase price minus shipping charges. The reason I purchased the product from them was because of a great price. However the product was very poorly manufactured and the service and support was non-existant. I would have gladly paid triple for a product that worked and was backed by a company that offered technical support and customer service to their customers. I talked to Mark Czebiniak once during this whole ordeal and that was to purchase the product. After that he would not return a call or assist me in anyway. I would encourage others to avoid this company and their products. Of note, on their technical support and member website forum all of my comments have been removed, as well as other comments from other members that expressed a negative experience with this company. I thought that was very wrong! To date I have still not received a refund of my money even though they have received their crappy product back.

Again, I would never do business with this company.

Rick
West Jordan, Utah
U.S.A.