Back in November (2009), they came out with a limited edition holiday set called Santa's workshop. It was a "to die for" set of 3 mini album's, different page inserts, an alphabet, different shapes...just everything you need to make 3 different sizes of mini books. I did not even have to think twice. I justified the purchase and ordered it immediately. Also, never a regret. Until I got it out to use it. Unbeknownst to me at the time, there was a die stuck to the bottom of the magnetized plate and when I tried to cut another die, it got stuck because of the die underneath that I did not realize was there, until it was too late. So, I broke the machine.
I emailed QK because they have the reputation of great customer service and I told them what happened and they said it is probably the gears, which could be replaced for free. Wow, what luck! I had Ty open it up and he determined that yes, it was the gears. They said no problem, they could replace them. I waited..and waited, and the gears never came. I emailed again and they said "oh, those are on back order...it will be 3 weeks. So I waited some more. 4 weeks later, I emailed again. This time, they said, "oh, those are not manufactured anymore...we can't get them. But we will offer you our new Epic machine for half price." I was not happy. Why on earth did you tell me you would replace for free something that is not even made anymore? On the 1 hand, we are watching every penny and I can't justify another $45 on top of what I had already spent on the new dies. And Christmas and Pat' birthday are right around the corner. On the other hand, if I don't buy it, then I cant use ANY of the dies I have...old or new. I find it very frustrating that they have a machine that has a lifetime warranty and now they can't get the parts for it. NOT happy!!
Fast forward to January. I wait until after CHA and nothing newer and better comes out, so I decide to bite the bullet and get it. They tell me I have to send in the old machine to get the new one. WHY? The old machine is HEAVY. and it's broken and they don't have the parts to fix it...so why? They said they would send me the die of my choice since I am paying to ship it. Okay. So, I ship it...and wait a week or so and hear nothing, so I email again to see if they received it. Oh yes, they have it...but they don't have any Epic's in the warehouse. WHAT? how does that happen? So, I wait some more...weeks and weeks...but finally, THIS WEEK..Tuesday, to be exact, it arrived! my EPIC is FINALLY here. and look what I made already!
STill not happy with QK customer service, but like they say at McDonald's...I'm lovin' it!! :)
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