Originally Posted by: jmessmer158a24e5 
So does that really work? Link it to CCR first then you will have it on CCR and Gypsy? Doesn't help me with the cartridges on my gypsy only but it would in the future....
Forgive the length ...
I love my Cricut(s) but there are issues
A couple of weeks ago I sent the following e-mail to PC customer service. I
did cc it to more than one rep. I did this because in the past I have
received NO response so I thought if I sent it to more than one person,
maybe it would get to the right person.
Well, PC took offence to this and I was sent an email from the legal
department - demanding that I no longer contact customer service. My first
thought was what??? it must be a joke...
As a customer I am extremely offended and as mad as he** -
I've covered my thoughts so I won't repeat all that - I will just post what
has happened to date...
I posted this:
About once a month, for the past 14 months I've contacted PC about when the
CCR and the Gypsy will be able to be linked together, every time it's the
same BS " we're very close"
What company releases products that don't work together, then takes FOREVER
to get a fix for the problem, and basically ignores customers frustration
and complaints? ProvoCraft ....
From what I've been lead to believe, it's not that it can't be done, it's
that they don't want people to "share" carts...
Well folks, I've bought all of your machines, carts, supplies, software,
tools, etc. and I'm damn tired of the same old response!
Anyone else out there irritated?
I sent this to customer service
On Apr 3, 2013, at 11:50 AM,
Before I begin I want to say that PC customer service REPS are wonderful.
They are always friendly, polite, and customer focused.. They do what they
can within the constraints of not having answers to many of the most
important questions
Provocraft (the company) NOT so much....
Time and again they disappoint, not because the product isn't wonderful but
when you release a product it should work correctly (or be fixed
immediately) I spoke with a supervisor 3 months ago and was told that with
the new CEO they are focused on getting things right. I have not seen any
indication of this happening yet.
Some examples.....
Imagine problems - If you bought one, you know what they are so I won't beat
the dead horse
Cutting Mats the do not stick OR have a death grip - I know you've addressed
this with the "new mats" but I did notice that they no longer have the
registration marks for the Imagine machine....
No more support/upgrades for Design Studio
Every time a new cart is released you can buy it, but you can't register it
with PC, or link it to your Gypsy or enter the rewards number for sometimes
months
Cricut Circle - Many of the "perks" have been discontinued
Rewards program - No new products have been added to the rewards program for
a long time. And those that are there cost more to have shipped than it
would cost to buy them at a local store.
CCR/Gypsy sync - for at least 15 months I have been being told that this
feature would be released "very soon" well, 15 months is NOT soon! And this
answer is not acceptable. I am not the programmer, but this is not rocket
science. We put a man on the moon sooner. (okay I exaggerate, but come on!
Customers are sick and tired of this answer!
IGNORING CUSTOMER COMMENTS/COMPLAINTS - if an e-mail is sent I never
(rarely) get a response... here is a clue - ignoring complaints does NOT
make them go away, it just makes the customer even more angry/frustrated.
Check the FB message boards!
I've copied a few of the message board comments here:
Make the CCR available off line. not all of us have internet access on our
laptop at all times....
I would love fior Cricut to finally let us use our cartridges downloaded to
our gypsy to be used in ccr. Like they ppromised foorever ago
Just saw the Cricut homepage and I will pass! I would THRILLED though if
Cricut FINALLY got the Gypsy Sync working so those of with our carts linked
to a Gypsy could link them to CCR. I'm not interested in an iron on product!
I want app for android tab
Hey Cricut glad you are coming up with new product but first why don't you
1. Get the CCR/Gypsy issue resolved 15-16 months and counting. 2. Make sure
that when you release carts they are ready and able to be linked, registered
to the gypsy and rewards. 3. Update software before you release new carts.
4. Service Design Studio with updates etc. or refund the people who bought
it - or make the CCR work offline to replace it.
iPad app for CCR !
Oh I'm all for gypsy working with CCR and an iPad Ap. oohhh
What about making Gypsy compatible with Craft Room? Been waiting a long time
for that one!
Please stop peddling new products and make current ones work right. WHEN are
you going to let us link our carts on our gypsy to CCR? Come on.
I was told last week on a post that they are working on it and it should be
ready "soon".
Won't use no iron- ons, either. I agree with all of the above. Get our Gypsy
working with CCR, make an APP for CCR. Come out with a more advanced Gyspy,
bigger screen etc. Forget the new gypsy, because we probably won't be able
to connect our carts.
I'm hearing sounds of very upset patrons. Listen to us provoCraft
Read the message board -
Here is the response I got from PC and what I sent to them.....
Only changes I made were to change my name to Me and PC employee names to
PC ...
Terri
1.
On Apr 3, 2013, at 1:15 PM, wrote:
Dear Ms.,
I was notified that you have contacted various employees at Provo Craft
numerous times throughout the past year regarding your frustrations with
Provo Craft's products and policies. Going forward, I am kindly asking you,
to reach out to me only with your questions or concerns.
When Provo Craft makes any major changes to our products or policies that
affect our customers, the information should be available to the general
public.
Sincerely,
Paralegal
@provocraft.com <mailto:pmudaliar@provocraft.com>
Provo Craft & Novelty, Inc. | 10876 South River Front Parkway, Suite 500 |
South Jordan, UT 84095
2.
From: Me
Sent: Thursday, April 04, 2013 10:07 AM
To: PC
Subject: Re: Notice to Cease Correspondence
In complete shock, I responded:
So, PC's policy is now, as a customer I am not allowed to contact customer
service? after reading and re-reading this demand - I would like an
explanation as to why, as a loyal customer I am being told not to contact
customer service? I have voiced concerns and asked questions nothing more!
Me
3.
From: PC
Sent: Thursday, April 04, 2013 3:57 PM
To: Me
Subject: RE: Notice to Cease Correspondence
Ms.
Our employees are feeling harassed by your emails and calls. As mentioned,
you may reach out to me with your concerns. I will do my best to address the
issues.
4.
From: Me
Sent: Friday, April 05, 2013 10:01 AM
To:
Subject: Notice to Cease Correspondence
PC,
I am a loyal customer who has purchased and promoted your product to
family, friends and total strangers at crops, blogs and craft stores.
The correspondence I received on 4/3 from Provocraft is completely
unacceptable. It is rude, inappropriate, unnecessary and shows a total lack
of concern and respect for customers. It is an attempt to intimidate, and
scare me.
If this were simply an attempt to give me ONE point of contact in customer
service, (which I would have welcomed) the message should have been from a
customer service supervisor, not the legal department, and would not have
been a "demand to cease correspondence". I am appalled that PC would treat
me, or any customer in this manner.
I have purchased virtually every Cricut Machine, Cricut Circle Membership,
3 Jukebox machines, Ultimate Creative Series, 200+ cartridges, Digital
Content, Yudu, Your Story, magazine subscriptions, Cuttlebug, Gypsy, &
Design Studio including most PC branded supply products you sell. (The list
is long, check my registered products). In addition I have purchased
machines and accessories for family and friends.(Specifically an Expression
machine, Cricut Cake machine, Gypsy and multiple cartridges for my sisters
and the Baby Bug, Cuttlebug and accessories for my best friend.) A very
rough estimate of what I have spent is in excess of $10,000.
After reviewing all correspondence I've sent to PC and searching my memory
for anything I may have said that could have made anyone to "feel harassed"
There is nothing. Nowhere, in any email, or on any phone call have I
threatened, harassed, cursed, used hostile language or even raised my voice.
I have NEVER used rude or abusive language to anyone and in fact, in most of
my correspondence (verbally or online) I have made it clear that I have the
highest respect and appreciation for the customer service representatives.
I have simply asked questions and stated my frustration that Provo Craft
(as a company) does not seem to feel a sense of urgency to correct issues
that affect customers.
While I did send a number of e-mails, and yes, I did copy more than one
rep. This was done because in the past, when I sent an email to the general
customer service area or to one rep I usually received NO response
whatsoever. My thought process was that if I copied 3 reps, I might get to
the correct rep, who would take the time to respond. My intent was to be a
"squeaky wheel". (I did notice a typo, my actual contact with PC was on
average once a month, not once a week). In any case, I fail to see how this
constitutes "harassment"
If you check the FB or other message boards, you will see that I am not the
only customer that is frustrated. Many are so angry that they are selling
the product they have, and telling the online community why.
I expect an apology, a retraction of this "demand to cease correspondence"
and the name of one point of contact with the appropriate department
(customer support). Please forward this email to who I am told is the
manager of the customer service department.
Me
To date - I have received no response from PC....