When I got my Explore Air 2 I was so excited, but when I googled for settings to cut various materials, it was never even close. Then when I finally got settings that would work for my machine, a few weeks later I'd have to recalibrate. Plus, whenever the light on the buttons would blink there would be this shrill, annoying sound that beeped along with the light.
I finally contacted Cricut customer support, and the person I got was so very helpful. She asked me to send a video showing what my machine was doing and gave me specific points they wanted me to include in it. Very simple stuff, so I was able to get it out to them easily.
I shot my first video with my tablet, which didn't pick up the sound. My customer service person responded almost immediately, saying she couldn't hear the sound and asking me to send a different video if I could. I did, and she sent my video to the appropriate people and asked for my address to expedite things.
After a week I hadn't heard anything, so I contacted her again. Again, she replied almost immediately with a FedEx tracking number. I got my replacement today, and instead of sending just the machine they sent me an entirely new set- the machine and everything that comes with it. That's not a huge deal, but it's nice. It's also the color I originally bought, which isn't a huge deal but it still made me happy.
I've dealt with customer service for different items from different companies, and in comparison this experience was flat-out amazing. The person I was in contact with was not only on top of things but also very kind. I've never had such an easy time with this... it could have been a much more stressful experience, and it just wasn't.
I know people are quick to complain if things aren't good, but don't seem to talk about when things go well. I've dealt with Cricut's customer service twice now, and each time they were exceptional. I'm impressed...
Have you have any experiences with Cricut's customer service? Tell me about it... :D
