I received my CW directly from the company as a birthday gift from my wife and kids. I personally couldn’t have brought myself to spend that much money on me but they did and I was grateful as I had been very excited about the TV commercials and the on line demos.
It was opened and set in my garage workshop when we got home from an evening out and they had gotten rid of the box.
Since setting it up I have been able to run two projects (both of which did not look anything like what the demos looked like but I figured that I just needed practice, needed to try different graphics in the software, etc.)
I was never able to complete a single keepable project because I started getting the issue of the swing arm that checks the bit not going out far enough, then a multitude of z axis and y axis errors and the machine randomly shutting down when it wanted to. Sometimes I could fire it back up immediately and try to restart the project and sometimes it would not even recognize it had power going to it (sometimes this lasted for minutes, sometimes hours). So I first tried contacting the support desk through their "Contact Us" page on the website. No response after a few days and to this day I still have not received a response via email. Then I called a few time (read 3 - 5) when it was approximately 2 - 3 pm Texas time, and it rang but no answer, On or about the 7th day of trying to get contact a lady answered that told me there was no one that could help me there right now but she would leave a message. I called back again the next day and she said she thinks the woman that could help may be out sick. On the third day I was told by a different lady that she would get someone to call me back. I finally received a call from the Support desk from Chris. He recommended a couple things for the swing arm problem and sent me a PDF as well as sending a power supply for the axis errors. Because of this long wait period I looked into the warranty for the machine and was shocked to find that a $2000.00 piece of equipment only had a 30 day warranty and even if NEVER OPENED or used collected a 10% restocking fee. If used and found to be defective was still subject to a 20% restocking fee. Most power tools of significant cost or major appliances like stoves and refrigerators have a 1 year warranty and usually no restocking fee. Yester day after exhausting all attempts to fix the issues nothing got resolved and I called Chris to be transferred to Mary in the finance office who said she will have to get back to me on how I should ship it since the box is gone, I haven’t received the RMA to return it, and it looks as though I foot the bill to return something (approx $90.00) as well as approximately $400.00 for restocking fees.
For something that appeared so easy and fun this has been a nightmare. It is costing me about $500.00 for something that I will not even have and my wife feels terrible like it is her fault
I had read the comments from other of how great their support was, how responsive, and how the machine was out of BETA. This is obviously not the case. I don’t mean for this to sound like a complaint letter but do notice that there are no others like this that I can find on the forum and I cannot be the only one that just wanted a reliable machine from a company that stood behind their merchandise and was disappointed.
I really want to know what recourse I have in this matter rather than contacting my credit card company and doing a chargeback against the company. I have received parts from them and completed my own service work, I have spent countless hours on phone at home and work trying to get in contact with someone as well as waiting so long that I had to get Chris to extend my warranty 1 week so I could get the parts through the mail and install and test them, as well as now waiting on information for me to ship it back that never came as I was promised yesterday.
Please help.