Reviews

Review Details

• Review fromBrenna L

  Date: 06/23/2023

  1 star
  I bought a new muse printer as well as the new updated LXi program. I informed my saleswoman that I would also be purchasing a new laptop. The only file we use would be on the old laptop and she assured me that we would be able to export from the old one to get it imported to the new laptop. This file is also in LXi just a previous version. After a week of trying to get someone to help me - ******* tells me I was misinformed and they will not help me -they dont provide that kind of support. I call again and ask to speak with a manager- apparently ***** - who refuses to get on the phone and tells the girl answering phones he had helped me the day before. Completely untrue-I never had any interaction with this individual. I wrote a review on my purchase letting them know the customer service was horrendous. This is the response I received:Transferring your files from one PC to another is not, and has never been, a service available from technical support. We assist with setup, configuration, driver issues and related problems. But managing your files is not our responsibility.Never once said they were even sorry for the confusion..remember the error was made by their sales person. That is not what i was told when i made my purchase. It is 1 (ONE) file and I was assured it would be transferred and someone would help me do it. Therefore-that is on them not me. They should stand behind what they say. In the future they should also be sure their employees are aware of their practices and policies. It was a terrible customer service experience and they did nothing to try and correct it. The message from The Signwarehouse company was received loud and clearnobody cares. We get it now. ****** L

• Review fromKim S

  Date: 09/01/2022

  1 star

  Kim S

  Date: 09/01/2022

  Purchased a 24" Rogue plotter from the Clearance items. I mentioned to the salesperson that we have FlexiPro 10, and he never informed me that the cutter would not work with that program. Also, tech support and customer service sucks! I spent two weeks (over 40 emails) going back and forth with a tech since you have to be a GOLD Member to have someone call you. Needless to say, I am not happy with my purchase as well as the after sale support, or lack of it. I will never again buy anything from this company or recommend them to any other sign companies we work with. I finally got my plotter to work without their help, after losing two weeks of work. When I emailed a negative reply, I got this email from the Director of Product: "If the product is returned without a valid authorization, it may be declined at our receiving dock and sent back. Any shipping cost will be your responsibility. If a chargeback or other action is initiated through Paypal, your account will be put on hold and all future requests for assistance to product support or customer service will be declined as well."
  

  SignWarehouse, Inc.

  Date: 09/02/2022

  The customer purchased a clearance item. Our longstanding policy is that all sales on clearance items are final. Nevertheless, we worked with the customer to address their concerns in a reasonable manner.
  The item was bundled with supported software, but the customer insists on using outdated software which was never compatible with the purchased item.
  The customer was given instructions that would facilitate using the purchased product with the current software provided with the item, including access to complete and easy-to-follow setup videos, but is unwilling to follow those instructions.
  
  The company policies regarding unauthorized returns are standard business practices.
  All valid issues have been addressed within the parameters of the support level afforded to clearance products.
  

  Kim S

  Date: 09/06/2022

  1st What SignWarehouse doesn't tell you is that their new software is a low level program that doesn't have all the features that our existing software has. I guess they want you to purchase the upgrade. 2nd I did watch the setup and instructional videos, but they did not address the problem I was having. 3rd A lot of issues would have been able to be solved if the seller provided a manual for easy setup as well as settings, such as how much force to use on different materials and if you are required to use a different blade. Again, they want to sell you the GOLD membership to speak to customer support...and NO, all valid issues have not been addressed within the parameters of support level afforded to clearance products...It states that you would supply 90 days and you didn't!