Review Time
Basically a bunch of thieves. Besides having hardware that works nicely but is also not better or worse than competitors products, their subscription model is pure betrayal.Nearly everything is extra. But the best part comes when you want to cancel the subscription to their content store. They keep all your money but cancellation is executed immediately and all credits you have are deleted.Those are the kind of companies that ask themselves why they went bankrupt. Trying everything to optimize their margin on the back of their customers.Greedy folks.
I have multiple issues and they will not give me a customer support number!! If you are looking a cutting machines this companies customer support is horrible. Sadly they have lots of bad reviews on customers service and don’t seem to care. Go with Cricut
Why can’t we give zero stars?? Bought this machine and can’t even get it to work. It will never connect to the design store. Tried to go in and cancel the monthly subscription as their website says “ Yes! You can cancel or modify your subscription at any time. However, please note that any unused credits will expire at the end of your billing cycle.” but when I try to cancel it says I will be charged a 20.00 early cancellation fee. So NO, you cannot cancel at anytime. This company is a joke. Regret even wasting my money on this thing. Should’ve just bought the cricut.
I recently invested heavily in Silhouette products, purchasing a Silhouette Portrait 4, an Electrostatic Sheet, replacement protector sheets, the auto-sheet feeder, and the top-tier license for Silhouette Studio. I was excited to start creating, but I quickly discovered a major problem: the Silhouette Studio software on macOS would not allow me to select any tool except the move tool.After some research, I found that this is a common issue with the software, and there are countless articles and forum posts online discussing the problem. Unfortunately, I learned about this far too late, and by the time I realized it, I was stuck with expensive equipment and software that simply did not work as advertised.Reaching out to Silhouette’s support was a nightmare. It took well over a month to get any response, by which time the return windows had closed. I was left with no choice but to try and troubleshoot the issue myself. As an experienced software engineer, I explored various solutions, eventually finding that running Silhouette Studio on Windows 11 Pro ARM Edition in a virtual environment worked. However, this was a clunky and impractical workaround, significantly degrading my Mac’s performance and increasing power consumption. It was far from ideal. I had to purchase the Windows 11 Pro license just for this. When I informed Silhouette support about my findings, their response was shocking: they refused to provide any further assistance because I was using a virtual machine. I repeatedly stressed that my goal was to get the software working natively on macOS, but they just would not listen. They seemed more interested in proving that the problem could be reproduced on Windows – something completely irrelevant to my situation.After much frustration, I finally managed to get the software working natively on macOS. However, I soon noticed that the app was consuming over 50% of my CPU overnight while simply idling in the background. This spike in power usage translates to approximately £5 a day, forcing me to constantly close the app when not in use. The app takes several minutes to start each session. It’s unbearable and renders are very powerful machine useless. Despite repeatedly requesting to speak with management about my issues, Silhouette consistently ignored my requests. They claimed their lead developer was on leave – but given how long it’s been since they updated their Mac build environment, I’m convinced they don’t have a lead developer. The software doesn’t even run properly on Apple silicon, which has been out for five years!Silhouette’s customer support has been nothing short of appalling. They don’t listen, they don’t read, and they haven’t made any effort to resolve the issue or offer practical solutions. It’s clear they don’t care about Mac users or about their customers in general.If you’re a Mac user or value good support, save yourself the headache and choose a different brand. Go to Cricut instead – their products are more reliable, and their support actually listens.*edit*I made one final attempt at getting help and was as clear as possible this was about native macOS and the reply?‘We understand how frustrating it can be when software doesn’t work as expected. I want to point out that using Silhouette Studio in a virtual machine isn’t officially supported, which can lead to the problems you’re experiencing. For the best performance, we recommend running the software on a compatible operating system.’The woman is truly stupid and needs to learn to read.
Been with this company since 2011. The past couple of years has seen it go from fabulous to the worst imaginable. I can no longer recommend their machines because of the lack of support and the software has become a bloated mess that does not function as advertised. I am jumping ship. Not sure where my next cutting machine will be from - I am positive it will not be a Silhouette product.
I've been a customer for years. And all was well until May 2024, when they decided to completely uproot their Design shop and move it to Adobe. Ever since then the shop hasn't been working correctly. Double triple and quadruple purchases of the same design were possible, owned designs were no longer marked as owned, the download orders feature has been removed, we now have to download each purchased design individually, which wouldn't be a problem, if I didn't own more than 1000 of them by now.And now I can't "upgrade" purchases already completed to include the .svg file, which was possible until a few weeks ago. It's frustrating as they're adding new shop features all the time but not fixing their bugs!Contacting customer support is absolutely fruitless, you don't get a response for weeks, and then you get a computer generated "Hey, we've noticed there's an open ticket from 6 weeks ago, is this still an issue, please reply with code xyz if you still require assistance" and then you never hear from them again, even after replying with the code.The silhouette software broke around the same time as they moved the shop, because owned designs no longer showed up in the library, this issue may or may not be fixed (I know for some users it's still not fixed in November 2024, 6 months after the move), and a new update of the software appears to also have significant bugs introduced.I would not recommend silhouette to anyone currently, because you need a lot of luck for them to actually work for you.
I bought a cameo 4 a year ago and have had problems ever since. It doesn’t feed the mat correctly or cut correctly. I emailed several times with no response. I finally after several emails got an automated email that did not address my problem. Now after a year they said they would replace it with a refurbished one. I paid full price for one that didn’t work. Why should I have to settle for a refurbished one. I wasted so much vinyl trying to get it to work. My first cameo was great which was purchased in 2015 but was dropped when I moved. No customer service and machine is a piece of junk. Please avoid purchasing
Very expensive glasses because they should be the excellence in therms of resistence, flexibility, nothing of that: the lateral bar broke twice in a few months even if the optician confirmed that the eyeglasses were very well treated. When I reached out to the customer service they gave useless answer, this product is crap and their service worse !
Machine worked great for about 3 months. I understand issues happen, so that wasn't the big deal. The problem is Silhouettes customer service is useless/ non-existent. If your machine will consistently work well, I'm sure you'll enjoy it. But if you need any help at all you will instantly regret giving silhouette any of your money. RUN AWAY.
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