Imakesigns
New Member
I hate to clog up the board with another rant about poor service, but after giving signwarehouse plenty of opportunity to resolve my issue I still haven't even received a call back.
I called them for tech support on my machine that is still covered by the full 3 year warranty. the receptionist told me they charged $49 for live tech support or free online. I opted for the online option even though I was sure I should be getting lifetime support free. over the next 21 days, I called back several times to see why I didn't get a response. every time I got the same answer from the receptionist, she could only transfer me to their voicemail and they handle in order of receipt. on the last day I had to call and demand a manager before finally getting a call from tech support. He confirmed to me that live tech support was free for original purchasers, for life. He couldn't explain why I had been told otherwise. they said they never received my first request for support. I forwarded him the message they had sent the same day I originally sent the request. when he gave me the email address to send it to, it was the same address used to send me the response!! the final outcome resolved my problem in 20 minutes. 21 days after my request....manager never called back, still hasn't to this day.
at the same time as my tech support fiasco began, I had an issue with my customer service rep, Katie zinck. she told me that my order would be sent the following Monday, as I ordered on Friday. it was only when I got the packing slip email that I found out one item was out of stock. when the shipment confirmation emails started coming the next Monday all was well except my missing item which I could live with. I called to ask when the last item was expected to ship and found out another item was missing from the shipment (the packing slip showed it being shipped). one of the two rolls of vinyl didn't go out. Katie actually picked up when I called that time. she couldn't have been more rude or careless. she said 'it went out today' like I was bothering her to even ask. that was the first time I asked for a manager. Regina Nation is the sales manager who still has yet to return my call. she did have a supervisor call me the next day who couldn't help me because she said she wasn't a manager. I have left 5 messages and called back a number of times asking to speak to the general manager. no response to this day.
I hope this information will be useful to those of you considering buying equipment or products from this company. my last message to the manager was that I would share my experience on social media with as many people as I could. she still decided I wasn't important enough to respond to. I have opened accounts with several other companies that I found researching this forum. now I will be doing business elsewhere and sharing my story wherever I can.
I called them for tech support on my machine that is still covered by the full 3 year warranty. the receptionist told me they charged $49 for live tech support or free online. I opted for the online option even though I was sure I should be getting lifetime support free. over the next 21 days, I called back several times to see why I didn't get a response. every time I got the same answer from the receptionist, she could only transfer me to their voicemail and they handle in order of receipt. on the last day I had to call and demand a manager before finally getting a call from tech support. He confirmed to me that live tech support was free for original purchasers, for life. He couldn't explain why I had been told otherwise. they said they never received my first request for support. I forwarded him the message they had sent the same day I originally sent the request. when he gave me the email address to send it to, it was the same address used to send me the response!! the final outcome resolved my problem in 20 minutes. 21 days after my request....manager never called back, still hasn't to this day.
at the same time as my tech support fiasco began, I had an issue with my customer service rep, Katie zinck. she told me that my order would be sent the following Monday, as I ordered on Friday. it was only when I got the packing slip email that I found out one item was out of stock. when the shipment confirmation emails started coming the next Monday all was well except my missing item which I could live with. I called to ask when the last item was expected to ship and found out another item was missing from the shipment (the packing slip showed it being shipped). one of the two rolls of vinyl didn't go out. Katie actually picked up when I called that time. she couldn't have been more rude or careless. she said 'it went out today' like I was bothering her to even ask. that was the first time I asked for a manager. Regina Nation is the sales manager who still has yet to return my call. she did have a supervisor call me the next day who couldn't help me because she said she wasn't a manager. I have left 5 messages and called back a number of times asking to speak to the general manager. no response to this day.
I hope this information will be useful to those of you considering buying equipment or products from this company. my last message to the manager was that I would share my experience on social media with as many people as I could. she still decided I wasn't important enough to respond to. I have opened accounts with several other companies that I found researching this forum. now I will be doing business elsewhere and sharing my story wherever I can.
