We opened zing because it was not even starting, turning on. From photos you can see that the zing was not dissembled at that time, we taken only side panels and top lid from the machine. We were looking for a loose connector that could happen during shipping.Hi Smilem,
I just want to clarify something. We always do our best to support our customers and make sure they are happy. If a customer were to receive a machine that is not working, typically, they call to let us know.
I emailed [email protected]ACCugraphics.co the photos of problem. Instead of helpful reply we wait for 13 days for our email to be forwarded to your tech department, I doubt you're multi building company with hundreds of employees if you manufacture everything in china and do not even check / inspect what you sell for quality.
Well, I did not say "give my money back" - need the cutter to work, I purchased it not to be tampered with like you say.Anyone ordering outside of the US, would bear the responsibility of shipping. That did no happen, in this situation.
I asked you to check if this is an isolated problem, or maybe a whole batch of units is effected with this problem. Instead you should say thanks if you are so shortsighted and do not inspect what you sell. We done the inspection for you without demanding any payment for doing so, we could not do the project's the zing was purchased for either.
You did not respond to my inquiry, you did not check other Zing units that you sell thousands of
"Hello I have been passed on your emails from our support department.
Please let us know what specifically is not working with the machine so we can help you get in operation. All of our machines go through vigorous testing including a 24 hour burn in test as well as a shake test (machine shook) After sales of thousands of machines we rarely get complaints. We are happy to help. We will be happy to replace for no charge if you want to return it. We will help trouble shoot and send parts for free if you prefer not going through the cost of return. I am told there are scratches all over the machine ….I assure you that we never send damaged machines out the door . Maybe customs agents took the machine out and caused the scratches. "
How can anyone speak about customs agents causing scratches when the machines are sealed in a plastic bag?
How anyone mistaken metal dust with scratches form high quality multiple angle shot photos?
How can anyone selling thousands of machines every day would not simply replace a single unit of 399$ The reputation is more important for company even if it would cost way more to replace the unit.
If you like a company are not ready to ship to whole world and take responsibility for it then don't. Why sell and then hide by not replying to emails etc.
That is not right, from photos you can see that the zing was not dissembled at that time, we taken only side panels and top lid from the machine. We were looking for a loose connector that could happen during shipping.This is honestly the first time we have received photos of a completely disassembled cutter, before communication has even begun.
We deal with way more complex electronics every day, perhaps typical users are afraid to open their PC's but in our case it was done by a qualified technician not a home type of user.
So you expect that you do not have to check / inspect what you sell, you just hope the china factory to do it for you? Well in this case the factory did not do it.This is not an issue of us trying to enforce some silly rule, or rip off our customers. There is one fundamental reason for our policy on this: We can not determine what issues have been introduced when a machine has been opened / disassembled /tampered with.
If I would ship something from china to us, then from us to europe, I would check if everything works before packing it up. Even GCC test their cutters before shipping from factory, they include test vinyl sheet to prove it.
Not the case with the Zing the machine is packed in sealed plastic bag. That means nobody in the chain of "hundreds hands before it got to my country" could tamper with it.[/quote]
I hope this is the truth.When it comes down to it, the customer should always be happy; Good business is when both the buyer AND the seller can walk away from a transaction, satisfied. We will never take advantage of our customers, just to make sure our butts are covered. We have a reputation to uphold, and we wouldn't be able to maintain that good reputation, if this is how we handled ourselves.
I hope we can get to an agreement and I can say so in this thread.Maybe we got off on the wrong foot, Smilem. I can empathize with you. I would love to come to an agreement where both you and us can walk away satisfied.
I've sent you a few emails now. Please feel free to respond at your earliest convenience.