Making Memories Customer Service...

is HORRIBLE!

I have one of there 12x12 cutters and have only had it for 6 months, if that. I put off buying it because of the price. After reading MANY reviews on here about there customer service and how good it was, I figured I would buy it and if anything went wrong, they would make it right. Welp, they didnt! Since I have had it, it has made a god awful screeching noise when I would cut with it. It wasnt off it's track or rubbing on anything it shouldnt be. Today I got it out to cut with it, mind you, I used it last night and it was fine, and it was HORRIBLE! It tore my paper, kept getting caught and wouldnt cut smooth. I email the company and told them the situation. They emailed me back the instructions for putting it back on it's track. It wasnt off of it, so I told them that the blade was knicked in a few spots. I didnt even know the blade could be removed, so I didnt take it off and knick it. I asked what I could do about that and this was there response:

"At this time we do not have replacement blades available. We are very sorry for the inconvenience.

Have a great day!"

I AM LIVID! I spent 50 bucks on the ******* thing and it is broken all ready! What the Heck?! They dont offer to replace it, give me a coupon for money off another one or, in general, make it right. Guess I will be buying a new cutter, that ISNT Making Memories!

Just had to vent

I'm having the same issue with mine, it distresses EVERYTHING as it cuts.

Glad I am not the only one! That is a good way to describe it....It distresses EVERYTHING you try and cut! urgggghhhhhhhhhhh!

I thought the blade was supposed to self-sharpen? That's just terrible!

Mine doesn't cut straight. It just sits there collecting dust.

it is supose to self sharpen And the ONLY thing I cut with mine is 1 piece of CS or pp at a time.

OMG! I *almost* bought this yesterday because I found it on sale...Thank god I didnt! I had a horrible feeling the whole time I was carrying it around the store!

It is supposed to self sharpen. That is why they dont offer replacement parts.

Kim - Mine will be collecting dust real soon to...if I dont throw it out the ****** window first!

LOL I still use mine, at least for the stuff I want distressed, that way it's only 1 step instead of 2

I had the same problem... I took the blade and bar off and cleaned out the area where the blade runs through because sometimes smaller slips of paper get stuck. That helped for about, ohhhh... four sheets of cardstock, maybe until the edges started shredding again, and the screeching continued. I tried to bear with it for another week or so, but the plastic arm broke off at the top, now I cannot cut ANYTHING remotely straight. I also emailed their customer service three times and got NO response. My little green cricut portable trimmer works better than that peice of junk.

Sorry you've had such a bad experience with it, too. It is quite a disappointment for the amount of money it cost.

I have had mine for years and love it. I bought it when it first came out. I have never had a problem with it that wasn't solved by removing the track and resetting the blade housing, maybe pulling a few bits of torn paper.

For those of you whose cutters do not cut straight, you can not use the edges to line up the paper. You have to line it up with the grid on the cutter.

I am amazed that you are having problems with MM customer service. I have always had great service from them.

Thank you everyone for sharing I was going to save up to buy it to go to CKC but I guess I won't buy it since their customer service sucks!!!
Sorry you gals had a bad experience!!!!

can anyone tell me the easiest way to clean out the track? I've got the blade and plastic part off, but am having issues getting into the grove to clean it out

Makes me so glad I didn't shell out the money and bought my Cutterpede instead!!! I love my cutter!! Even the wavy blade I bought as a fun cutting tool.

Sorry about the bad experience with MM. Sounds like a company to steer clear of. I am a STICKLER for customer service and if I don't get it, I am OUT of there.

• Scrappin Kitty Said:

I just kinda blow on it...hard. I have never stuck anything into it for fear I might make it worse

I'll use another scrap piece of paper or cardstock to try and work the other pieces up.

I got it cleaned out, and it cuts a little straighter now, but still distresses everything

I am having the same problem and I was going to contact MM about it! I have taken the blade off and used a spray duster a few times to clean it out, but my blade has nicks in it so it is not making clean cuts. I heard from someone that they had the same problem and they said that MM sent them a new trimmer! I guess they have decided not to deal with it anymore, LOL.

My trimmer does the same...screaky noise, cuts rough. Actually, i was stupid enough to buy another! Now it cuts crooked even if i use the grid to line up straight. The print on the grid is wearing off as well.

How do I reset the blade? I don't have any directions to take it apart...Thanks
Scrappymo

I got mine when it first came out about a year ago, and I love it. I use it all the time. Mine cutes great. Maybe there first ones were better. Sorry for all that have had bad luck with theres....

• homesclscrapper Said:

Ditto! I love mine and have had it for about 2 years. Never had to contact service for anything so I don't know about that. So sorry you are having such problems, that has to be frustrating!

Maybe if all of you that have issues with it, complain at the same time, they'll see there's an issue and try to correct it. Or Tell them they are getting a bad name on SB.com which is one of the biggest forums, and it will impact their sales.

I bought mine a couple of years back and it still cuts pretty good and straight, but I did contact them shortly after I bought it because the magnetic ruler it came with had come unglued (the ruler from the magnetic part) and I NEVER heard back from them!

I got my first mm trimmer for Valentines day in '07. In May of '08 my trimmer broke and called cs and they were great. In fact even though it had been over a year since I purchased my trimmer at M's, they sent me replacement parts and several packages of ribbon and charms along with those parts. Excellent service. In July of 09 I had the same problem as you are having.We contacted mm cs and got the same response as you. My dh took it apart and tried everything to fix it. Nothing worked. I was not happy. And the cs said there was nothing I could do but buy another trimmer and gave me their website so I could buy one. I was so disappointed due to previous good service. In fact, my sister had purchased one about 3 months before V-day and hers broke and they sent her a brand new one after more than a year, because they said they were having defect issues. One day I was in M's and told them how unhappy I was with Making Memories because of my latest experiences. The manager offered to give me a brand new trimmer just because even though I had never even hinted it had anything to do with his store. I bought the original trimmer in another state even. I love my trimmer but if this one breaks I will choose a different brand. Sorry this is so long, but I wanted to explain previous glowing reviews of both product and customer service.

I'm sorry so many of you have having problems with this trimmer. I use my green Cricut trimmer a lot and also just bought one at Tuesday Morning that has a light so you can see where you are cutting and also came with like 6 different blades to cut wavy and different cuts.

Wow I am surprised since MM usually does have great customer service, but as a previous MM Trimmer owner, I couldn't stand mine. Never cut right, frayed the edges of my paper, grid lines faded and I finally said enough. Bought a Rotatrimmer and have never been happier. Perfect cuts, like cutting through butter even for minuscule cuts, engraved grid lines that won't fade, I can see the blade to know where I am cutting, best thing I have bought in a long time.

I had issues with the loud horrid squeeking too. When I e-mailed in they told to oil/grease it! Um...where and with what and how do you do it so it doesn't get on the paper? It eventually went away for the most part, or at least isn't as loud and ear piercing. A few months later the plastic shield part broke and I e-mailed into them again and they had one to me withing a couple weeks! I go back and forth on their customer service. Overall I have had fairly good luck with them. Although I have to say, I'll be looking for a different paper cutter soon!

i am a big big stickler for customer service. being a customer service coordinator for years, I had to refund money and make exchanges on totally bogus claims. that is because we figured it was better to bite the bullet, than to tick of a customer and lose sales. so when someone tells me that they can't repair something or send a replacement, they are full of it. I can say with certainty, that with this many people having the same issues, it is not a company I want to support. makes me angry and i don't even like the paper trimmer. love my fiskars. anywhoos i am not sure if there is a phone number you can call, but if you can i recommend calling and asking to speak to a supervisor or manager in the CS department. tell the responses u are getting via email and see if that helps any. then tell them they might want to log on to here and see how many people are ticked off. it would be great if u could take the trimmer to one of the trade shows and show it to people there. see if they would want to use it and show it to potential buyers. that would get their attention.

I have this cutter and have used it several times (with no problems yet) I do line up the paper on the lines and not on the edges (if that makes sense)

The customer service dept. consists of one person who answers email questions once a week. The first time I used the cs it took a couple of weeks to get an answer and that is what she told me when she emailed me back.

deamkutz cutter is great never no blades to buy
turn habdle and it cuts perfect i use mine all time
i hva brand new xtra one hugs lucretta

I love Making Memories' products. I've never had to deal with customer service.
I have heard other people say the customer service is great. It's too bad you're having trouble with it.

• scrapnread Said:

She must have been having a bad day and wanted some sympathy because I've been to MM and they have more than one person in the CS dept. In fact they have several.
There is an Amanda and an Andrew that I've dealt with regarding my Slice and they always call within 48 hours of any trouble ticket I submit.
Here is their customer service line
1-800-286-5263

That is one of the reasons I like my Slice so much...the few times I've called them with questions they have called me back within a day with answers.
They even mailed me a 6x6 pad of vellum paper with a free new calibration card for my Slice when I was having problems.

• timetraveler Said:

Doesnt the dreamkutz just certain sizes and that is it? What if I just want to cut 1/2 inch off? Can it do that?

I love their products and customer service. I have the trimmer and it works great! Cuts straight and exact every time. I did have a problem with my Slice. It wouldn't turn on. They gave me some trouble shooting advice and it didn't work. They had me send it in and they evaluated it. Less than a week from receiving mine, they are sending me a brand new one. It should be here on Friday and they included a bunch of new product. I know they have at least 3 people in their CS dept. and they answered my email correspondence with 24 hrs. I couldn't be happier. Sorry your experience wasn't similar!