The day Silhouette Support died.

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Thank you to my Facebook readers for allowing me to rant on my page today. I love y'all so much! I did not explain why I was so mad and I hope that y'all will understand after reading my story.

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I had a most interesting day today. It is only the third time that I've played with my New Cameo and already it has shown me how messed up the Silhouette Support is.

It is no secret that the level of customer service at Silhouette America has gone downhill drastically. A peek on the Silhouette Facebook page will show that many are disappointed with Silhouette Support. It all seemed to have started after they had introduced Silhouette Studio version 3. The software update had stunned many users with its numerous bugs so that Silhouette Support was inundated with calls of complaints. (You can find my reviews of the software update by clicking HERE and HERE). Since then, Silhouette Support is no longer the same.

I used to rave about the customer service over at Silhouette because they were really good at what they did. Calls were picked up fast and emails replied quickly. Nowadays, you have to leave a message on their answering machine if you want to talk to a human being. If you happened to be away from your phone when they call, tough luck! You have to do it all over again.

Emails are no better- sometimes they don't answer your question(s) at all. Back on Aug 6, I had sent them a request for an updated list of shortcuts for version 3.1. They pointed me to an outdated list that they had last updated on April 2 (For example, Ctrl+U no longer works for Ungroup in version 3.1.417). After several emails going back-and-forth, I ended up being told on Sept 11--more than 1 month after my initial inquiry--that the April 2 (outdated) list was the most up-to-date list that they have.

However, today's incident takes the cake.

While setting up my New Cameo, I was confused about a couple of things. Since I had so many questions, I thought I would call Silhouette Support instead of sending a long email. I left a message on their answering machine on Monday afternoon and was excited when a customer support representative returned my call at exactly 9am the next morning (i.e. today).

I asked if I was supposed to get 100 free digital designs with my New Cameo because only 50 was automatically added to my library when I plugged in the machine. I was told that the existing Cameo or Portrait users only get 50 free designs because we had previously received 50 when we bought the machines.

I was surprised.

screenshot from the Silhouette America website

On the Silhouette website, it is advertised that the machine comes with 100 free digital designs. It is also printed in 2 places on the box that the cutter came in that 100 free designs are included. No where did it mention that the 100 free designs are only for brand new Silhouette machine users.

The customer service rep was taken aback when I likened it to a bait-and-switch. "100 free designs" should mean exactly that and not "100 free designs to some users, and 50 to others". After checking with his supervisor, the rep offered to add 50 additional designs to my account. I asked if this was something that they would do for all existing customers who had bought the New Cameo. I had mentioned on my blog that the machine came with 100 free designs (as advertised on the Silhouette website) and if there was a process in which the existing customers need to follow, I would like to know so that they (i.e. you all, my readers!) can also get the additional 50 designs.

The rep was irate. He told me that if any users had any problems with getting only 50 designs, they should call Silhouette themselves. He angrily added that Silhouette does not need bloggers to talk on their behalf unless they are Silhouette affiliates.

Wow.

I couldn't believe my ears! Was I really getting chided for trying to share information and help my readers? I love my Silhouette machines. I am always happy to share my tutorials and show folks what they can make with their cutters. I never thought that the company whose machine I have been promoting (with no commission or credit) would be mad that I am telling everyone how much I enjoy using their product. It has never crossed my mind to talk on their behalf and if this is the way the company treats their most loyal customers, I certainly have no intention of becoming an affiliate either. In fact, I don't think I have felt prouder to be a NON-affiliate to their brand.

I was so disgusted by the rep's attitude that I requested for a callback from his supervisor. I did get that call a few hours later and had all my other questions answered. I will share what I have learned from the supervisor in a separate post.

I am sad that the Silhouette Support we once knew and loved is no longer the same. Even though I still love making stuff with my Silhouette machines, if I should ever find another machine that I enjoy even more, I would not feel bad at all if I toss my Silhouettes into the same bin as those other cutters.


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UPDATE (Nov 6) : Click HERE to see what I asked the supervisor and his response.


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This post was edited on Nov 5 for further accuracy.

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