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A message from Jim Thornton, President and CEO of Provo Craft:
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A message from Jim Thornton, President and CEO of Provo... - 4/14/2009 2:36:52 PM
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JimThornton
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Provo Craft hears you!
I am fully aware that some of you are upset that the artwork on our new “Life Is A Beach” cartridge appears to be ‘missing’ artwork that had been previously used to promote the cartridge. I want to thank all of you that have posted responses and for those of you that have contacted me directly regarding this issue. Please know that I have read every message and am taking your feedback to heart. I have put the entire leadership team here at Provo Craft on notice that resolving this issue is our top priority.
As some of you know, we released preliminary artwork for “Life Is A Beach” last October to some of our online retail partners to promote the launch of the cartridge. That artwork was described at the time as “subject to change” but it appears that that may not have been well understood. When the final cartridge was released, a very small number of images from the preliminary sheet were not included. As you might imagine, we make artistic decisions like this everyday. It is quite common to have more content than we can fit on the cartridge and our team of talented artists, designers and programmers have to frequently decide what to eliminate. They make these decisions carefully with the full intention of giving you the very best cartridge possible.
I completely understand why some of you are so frustrated. The excitement for this cartridge has been huge and nothing is more disappointing than not getting what you think you paid for. It is true that it was communicated that the artwork some of you initially saw was ‘preliminary’. However, I want to make it right with those of you that did not understand this clearly.
If you ordered your cartridge between February 25th and today (April 14th) and you wish to return it, we will give you a full refund of your purchase. Just send us back the cartridge and a copy of your receipt and we will refund you for 100% of your purchase.
Our number one priority at Provo Craft is to make sure that our customers are thoroughly delighted with the experience of using our products. We frankly recognize that we have some work to do in this area. As you might imagine, the customer service complexity of running a technology company is a little different that when we use to sell products like paper and stickers. The demands of training customers on how to use our products and fielding a wide range of questions have stretched our customer service capabilities in ways we have never experienced here at Provo Craft. This, however, is not an excuse to be slow to respond or to become arrogant in our approach. Please know that we will do a better job of listening to you and responding to your needs.
This is critical to us because we know how loyal our customer base is to Cricut and our other brands. It has been great innovation that has earned your loyalty, and we know that it will be great products and a commitment to excellent service that keeps that loyalty.
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 2:52:57 PM
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amkscrap
Posts: 3972
Joined: 12/29/2007
From: Mason City
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WOW! Thanks for posting!
I LOVE MY LAB cart - So I'm gonna keep it!
But thanks for the option for those who don't like it because of the missing 10 images
BRAVO PROVO!!
Edit to add:
Jim, do you know when plans for DS to be updated to show LAB and LL?
Thanks!!
< Message edited by amkscrap -- 4/14/2009 2:55:58 PM >
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 2:56:19 PM
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EricCHappy
Posts: 223
Joined: 2/28/2009
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Thank you! I know that is all I wanted to hear.
(puts pitchfork down)
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 2:56:22 PM
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Jaxsters8
Posts: 471
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I am not particularly impressed with this answer of sending it back. I would have like to have seen you address the issue of DS not being updated. This way we could make the cuts ourselves. I know that this can be done when it is updated but I think it is of the utmost importance that this be done along with the refund offer.
So can we get DS updated ASAP with LAB and LL? Can the DS be updated such that the cuts are available for anyone with the LAB cart? Also can you offer more ****urance that the cart information will be available prior to the carts being released?
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 2:58:31 PM
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Lori
Posts: 251
Joined: 4/21/2006
From: Utah
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Here is the information if you would like to send your cartridge back for a refund...
Send your cartridge to us at:
Life Is A Beach Cartridge Refund
C/O: Lori Dkhissi
151 E. 3450 N.
Spanish Fork, Ut 84660
Please include your name, address, phone number, and a copy of your receipt
_____________________________
Happy Cutting...
Lori
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:05:41 PM
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BirdScrap
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Thank you for addressing this. I have been disappointed that PC's response was to always check PC's website for full and accurate information regarding what is on each cartridge. That sounds great, except for the fact that it is not available on the website. Online retailers regularly have more accurate information (ie more complete) than Cricut's website, so that is where I look when I cannot find it on PC's website.
If checking PC's website is what you want us to do, then please do your part to make it THE authoritative source for your products.
I say this for the purpose of constructive criticism, hoping that PC will take this into account and provide excellent service for their customers.
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:06:41 PM
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scrapdiva23
Posts: 415
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i'm also glad you posted but i feel like you still need to resolving not keeping the DS updated before new carts come out. It helps us choose which ones to buy, and we want to play as soon as we get a new one!
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:11:02 PM
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joyfullycrafting
Posts: 3413
Joined: 2/18/2009
From: Waaay Eastern Oregon
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Thanks, but I didn't even notice those cuts when I pre-ordered my cartrige. It is a very nice offer for those who are unhappy, but I love my LAB the way it is.
I would, however, like an approximate date for the release of what I have heard is coming - Design Studio Pro.
Thank you.
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:13:53 PM
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nancer99
Posts: 769
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Thank you again for your response to the LAB problem and addressing your customers' concerns. Since your phone call, I have read some background on you and Provo Craft and tried to familiarize myself with your company. As I mentioned on the phone, I think most people love your products so much that they are hesitant to complain, especially since the board is supposed to be a happy place. But that's what makes your response so awesome, because if one suppresses their feelings, true happiness is hard to come by. I know everyone hopes we can get back to the business of crafting. I hope we can craft a relationship with PC as well and work together to keep PC and their customers both in a place where growth and creativity can blossom.
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:15:58 PM
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Munkee
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:18:26 PM
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MoniqueGriffith
Posts: 3738
Joined: 4/17/2007
From: Rocklin, CA
Status: online
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Mr. Thornton, thank you. I so appreciate hearing this issue addressed, and the fact that this is going to be PC's top priority.
Honestly, I don't think the LAB would have been such a big issue had we not already been so riled up by the other problems that PC has been having with their customer service. The Demo Army that fell off the face of the planet after people sent work in, the "free" cartridges that take 3 months to arrive, the "Rewards" system that is sadly a joke, the painfully long hold times to call customer service, and the emails that notoriously go unanswered.
I understand that PC is having trouble keeping up with the customer service end, but this has been a problem ever since Design Studio was released. And PC sure isn't having any trouble keeping up with releasing new products. It seems that PC could do the economy some good and hire some customer service staff - enough to actually make a big difference.
I teach Cricut classes for a living, and used to brag on how amazing PC's customer service was. But now I'm embarrassed when people tell me their customer service nightmares, or when I have to warn somebody that they'll practically need to take a day off work to call in about a machine that isn't working properly. I want to be able to brag on PC again!!! I love their products, and they can and should have the customer service to match - then there would be no stopping them. Cricuts will take over the world!!! 
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:18:29 PM
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TBug
Posts: 3169
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From: Wisconsin
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Thank you! I really appreciate the communication.
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:22:08 PM
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ReddyThompson
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I was planning on buying it always knowing that those cuts weren't there - too bad the stores didn't have them.
anyone have a list of the phrases - as soon as DS is updated we can do those ourself
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:24:14 PM
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BeckyK
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From: Western Washington
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Thank you for responding to the concerns voiced on the MB. I don't have LAB yet, but do have a concern about the timeliness of full product descriptions on your website and updates to DS. If the carts were provided on the website, we would have a reliable source instead of relying on retailers to provide the content to us. I would also like to see DS updated with new carts when they are released (not weeks or months later), so that we can see what is on a cart. There have been times I wasn't interested in a cart until I saw a handbook. If I could have seen it on the PC website or using DS, I would have bought it sooner.
Again, thank you for addressing our concerns. You have a great product and many loyal customers!
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Live Each Day like you Mean It!
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:25:01 PM
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*myamagoo*
Posts: 3544
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quote:
ORIGINAL: joyfullycrafting
Thanks, but I didn't even notice those cuts when I pre-ordered my cartrige. It is a very nice offer for those who are unhappy, but I love my LAB the way it is.
I would, however, like an approximate date for the release of what I have heard is coming - Design Studio Pro.
Thank you.
I too am wondering when DS pro will be released~MORE IMPORTANTLY FOR MAC USERS?? There are a great many of us who are very frustrated by this and would truly enjoy the capability of design software in conjunction with our Macs.
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:26:04 PM
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JeannieMS
Posts: 3334
Joined: 12/15/2008
From: Table Rock Lake
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We really appreciate you taking the time to address this issue. I for one was unhappy those images were missing but not enough to give my cart back. I knew with DS I would be able to have these anyway. What impresses me most is PC finally stepping up to the poduim and speaking out and not down to us. After the last response I was made to feel like I had my hands slapped and sent to the corner. We would just like to be treated respectfully as customers. I love my cricut and want to continue to receive new carts for years to come or at least as long as I can afford them. Thanks again Mr Thornton
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:30:22 PM
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flywhistle
Posts: 7800
Joined: 4/8/2007
From: Bubbaland
Status: online
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I'm thrilled with my LAB cartridge....and just about any other cartridge that Provo Craft releases! Thank you very much for your prompt personal attention to this matter and taking the concerns of your customers under such sincere consideration.
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:30:44 PM
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Saffron
Posts: 1526
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I really hope this isn't the only time we hear from him..... we do have alot of questions that need answering. PC needs to remember that we keep them in business and we should be kept informed. I too would like to know all the stuff like DS for Mac, maybe credit towards new DS for current DS owners, etc etc etc.
Maybe we should make a list and send it to him to be addressed too?
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RE: A message from Jim Thornton, President and CEO of P... - 4/14/2009 3:32:18 PM
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blaneavinger
Posts: 691
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From: Austin Texas (Avery Ranch)
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Thank you for taking the time to come forward with a resolution, I am going to keep mine now that I have some of the answers I was looking for. I am really happy you took the time to respond to some of the concerns.
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