Thursday, February 25, 2021

Who is right?........

If you have been reading my blog for a long time you might remember in 2011 I bought the Accuquilt Studio die cutter.  Here is the blog post where I showed it and talked about it.  

I have purchased many dies over the 9 1/2 years I have owned it and I USE them all the time.  


When visiting a friend's quilt shop I purchased this half rectangle die.  It is a GO die which I can cut on my Studio cutter using an adaptor under the dies.

Like I do with all of my GO dies I took the die out of the package and put it on my GO die rack and hung the packaging (which contains some info about the die and sometimes a pattern) on a hook with the rest of the packages.  It was a few months before I tried the die and I couldn't figure out how to line up the ends.  I tried it many more times thinking I was doing something wrong but couldn't figure out what it was.


Then on January 25 this year KatyQuilts showed this die and how nicely it lines up.  What?  I looked at her pieces, looked at my die and the corners are nipped off differently.  Mine are nipped like they would be on a half SQUARE triangle and hers were nipped at an angle.  I checked my package and it shows the corners like hers. The die I got in the package does not match the illustration on the package.  Click on the photo to enlarge and see the orange piece is nipped at an angle and the blue is nipped at 2 angles and they even have an arrow pointing to the nipped corners bragging about them.

I finally got up the nerve to contact them and sent them 2 photos showing the problem.  Answer back: tell us your order number.  I told them I had purchased it at a store Answer backmy warranty would be through the store (which has gone out of business) so we are unable to issue a replacement in this case.  Warranty?  What does the wrong die in a package have to do with a warranty?  But they will offer me 10% off if I want to order the same die again.  In other words I would end up paying twice to get the correct die that was pictured on my package, the die I thought I was getting the first time.  (By the way this is the only half rectangle die they sell so it isn't a matter of picking up a die off the wrong pile and putting it in the package.  It is a case of them making a correction to a die and still shipping out the bad one to a store.)

I think they owe me the correct die that is pictured on my package.

Any thoughts?

Update, 3/2/21-1:30 p.m.  The "fixer" at Accuquilt called me and was very apologetic and took care of the problem.  I will be getting a new die. 



And to end on a happier note, I pieced the back for the next in line to be quilted.  It is 3 strips of cutaways from previous quilt backs.  I have it pressed and loaded on the longarm and hope to quilt it today.  Here is the post with the quilt top.  I'm thinking meandering over all of the rectangles and then ditch quilting on my straight stitch machine around the "daisy" blocks.

62 comments:

justmakeitfit@gmail.com said...

Wanda I believe they absolutely owe you a correct fabric die. You did nothing wrong here, you did not alter or mistreat your die. The mistake is theirs. As much as you use and speak about their products, they should actually provide you the correct die at no cost AND sponsor you!

Your quilts are magnificent and you inspire me all the time.

Cheryl said...

That's not right. They owe you the correct die. I have purchased a number of dies based on your quilts.

Gene Black said...

Yes they owe you a correct die. I think I would contact someone about the legality of it. Perhaps think "consumer law" and "Class Action Lawsuit"
One of my other friends had a die that the blades started coming out of. She got the die as part of a promotion - so of course they offered her the same thing they offered you.

Karen - Quilts...etc. said...

good luck in getting this resolved - sometimes companies work really well with you and other times they don't - they should have contacted the stores to pull the die off the shelves to keep them from being sold but most likely a lot were sold before they were aware of the problem - I would think to keep people happy with their products they would replace it. Thanks for mentioning it though as I will try to always remember to check the dies that I get when I get them

suzanne, dutchess county NY said...

I hate businesses with policies like this. No bending room to accommodate the customer which is obviously correct. Me, I would purchase the new die. When I get it, put the faulty one in the package and send it back for the refund. I know it seems shady but really they have left you no choice. You cant use the one you have.

Mary said...

I think the company should give you the correct die despite whatever loophole they have come up with in their rules. A faulty product is a faulty product.

patty a. said...

This is not right. I would let them know that you posted about their lack of response on your blog which has thousands of followers and readers aka quilting consumers. I would again point out the problem and ask them again to resolve the issue. Those dies cost a lot of money and they need to stand behind their product. Shoot, they probably give away a lot of those for promotion so they ought to replace yours. Then then need to check their manufacturing source to track down the problem and fix it.
You could always report them to the BBB too.

Beth@IHaveANotion.com said...

I think AccuQuilt is making a huge mistake regarding customer satisfaction. I would escalate this issue via letter to the Operations Manager or the President/CEO.

Anonymous said...

Call them back and ask for the answering person’s supervisor. Explain the situation again and let them know how many dies you have bought over the years. Let them know you like to support local stores so that is where you shop. Their going out of business does not change the fact that the product you bought from store came from the company. Casually mentioned that you posted this situation on your blog today if they would like to see the pictures and read about the problem. Knowing that the poorly handled situation is going public might make a difference. You are a consumer and you have to rights. Do not dread trying to make this right. Miriam in thawed out West Texas.

JustGail said...

Well, that stinks. Especially after you've been a long time user and supporter of their products! How the heck can they shove a manufacturing defect off on a store warranty?!?! Especially on something not found for months. And most stores have a limit on how long you have to return items. Crud - I have dies not used for months too, and I have no idea which dies I bought from them vs. a store...

If they continue to be uncooperative, I'd do just what Suzanne said.

After reading another blogger's woes on dealing with Accuquilt, I'm not sure how much I'll buy from them any more. You can bet next time I get a survey from them, I'm going to add this to my list of things they need to pay attention to.

Juliana said...

I read your blog every day, but I rarely comment. Just know that I enjoy your quilts and your writing very much. Today, I wanted to respond because of all the obvious reasons that the other commentors have stated. I think I would call and ask to speak to a manager. I doubt the company is trying to be deliberately antagonistic, but the person that you were in contact with is not paid to be imaginative or to make decisions outside the very narrow confines of general instructions on returns, etc. The manager will be more flexible and will understand that this is a very bad PR decision. Good luck. I bet you are going to have a very satisfactory ending to this company error.

Chase Klop said...

I just read in another blog about a quilter who had their system and also had issues with customer service. They even asked her to create patterns for them using their dies and then she had a very difficult time getting laid by them. She’s sold all of it and is done with them. Sounds like they just don’t care about their customers. Isn’t if frustrating? Those things aren’t cheap!

Anonymous said...

A very poor business practice; will this be the next company going out of business? Possibly! Certainly not building support in an important customer base.

ceci

Lisa C said...

Very poor customer service on their part. I would contact them again and ask to speak to someone higher up the food chain. The suggestion about ordering the die and returning it .... tempting!

Debby Dodds said...

Thank you so much for posting your issue with Accuquilt. As a new user, I will be following closely and hope very much they recognize that their response to your issue with the flawed die impacts their business. Your ability to influence helps all of us and similar to Juliana's comment, I believe (and certainly hope) they will see their error.

quilt for fun said...

Wanda, I just called Accuquilt to complain to them about your issue (strength in numbers?). I too believe Accuquilt owes you a new die - hope they get one to you ASAP!

Quiltdivajulie said...

I think that you need to call Accquilt today and ask for the president's contact information because you have something that you'd like to sendto him/her. If they won't give you the president's information, then ask for the head of customer relations (not service or this would have already been resolved) for the same reason. I would print a copy of this blog post and all of our responses and send it to them (hopefully by email as it is faster). You absolutely deserve a replacement die as a packaging error (wrong die in the right package) is NOT the fault of the store that sold it OR the person who purchased it. Not to mention how many times you've posted about their products on your blog and the international reach of your readership. It might take a few tries to connect with the person who has the authority to get your replacement but it is 100% worth the effort. If you need any of us to back you up, we're here!

Quiltdivajulie said...

p.s. I'm guessing some of your readers might be Accuquilt affiliates - perhaps one of them could offer you some "insider" advice.

D.L. Austin said...

Yes,this situation should be rectified. Why don't you contact the store where you bought the item and let them become involved. If your so-called warranty is with them, their so-called warranty would be with accuquilt. Perhaps they can have a bigger impact.

Julierose said...

I think they definitely "owe" you a new and corrected die--free!! That is not good customer service or relations, Wanda. Really, you have been giving them "free" advertising in your posts forever!! This is really sad to hear....
Hope this can be resolved...hugs, Julierose

Roxanne said...

ACCUquilt has a reputation for poor customer service. Not supporting the easy replacement of an inACCUrate product is always wrong people.

I predict they will make this right for you and I'll be glad about that. I'll also be angry that it takes multiple phone calls and asking for supervisors and threatening them with your readership and reminding them of the extent of your support for their product. They should change their obstructive policies and back up their expensive product with the service their customers deserve. Don't put up with it!

lmno said...

I had a similar experience with Accuquilt. Their customer service is dismal. I tried straight of grain, starching, and careful prep and their 2"x2" cuts were more like 2"x1-7/8". It is only right that they replace your die and thank you for calling it to their attention.

lmno said...

Please consider printing out this post including comments and mail it to Accuquilt customer service in order to ask for the replacement die. They may also be the type of company that ignores emails.

Deb E said...

The company DOES owe you a new die, free of charge. It was THEIR error, not yours. I would contact them again, ask for the supervisor, and mention that you have a huge following of quilters that are waiting to see what their response is, and that this issue is being followed online closely by ALL of us. I have actually thought about buying one of these, but I strongly believe in 'doing the right thing'. If they don't do the right thing I for one WON'T be buying their products, and I know I'm not the only one. Hopefully they will do what they should have in the first place & make it right, without charge to you. Deb E

Florida Farm Girl said...

It think you need to call again and try again. If no success at first, ask to speak to a supervisor and let them know you're not going to just let this slide. Dies are not cheap and you deserve to get what you paid for. And, let's face it, it wasn't the store's fault that a defective die was in the package. That's on the manufacturer. Also, keep meticulous notes on your calls just in case.

Anonymous said...

Wow. I have considered buying an Accuquilt system, but if this is their attitude, no thank you. I read your blog daily, though I had never commented.

scrapbagfran@gmail.com said...

I have read the comments and i agree. What I am going to do, and I hope others will also, is to contact the company in support of you. The fault lies with their die, not the retailer that sold it to you. Please, fellow readers join me in contacting Accu Quilt.

Linda Swanekamp said...

Wanda, don't give up. It is a manufacturing problem, not store problem. Go up higher in the rank. Call them. Have your daughter call them. I own an Accuquilt system because of you. You have been a spokesperson for them, unpaid. If it takes all of us to contact them, we will. You are not the only person with the wrong die.

Unknown said...

Most companies these days will not respond to a single call or letter. Please post your blog on any of the quilting groups within Facebook or Instagram and add their corresponding site within the social media of choice so it receives a wider audience. I guarantee that someone from AccuQuilt will contact you as these companies don't like negative comments. It's sad that the only way to gain their attention is to publicly complain.....

Elle said...

Yes. They owe you the correct die. Problem is, their service stinks. I hear nothing good from anyone who has a problem with Accuquilt. They take no responsibility at all. And then they file a lawsuit to block a competitor? I buy what I want from that competitor.

A Left-Handed Quilter said...

I have an Accuquilt Studio die cutter, a GO! cutter and quite a few dies that I have bought over the years - and had a similar problem when they came out with the "Chimney Sweep" die. I noticed that ALL of the outside edge triangles are cut as HST not QST. Even the video has the "cutting expert" placing/using HST in the side setting triangles. If she is an "expert" - she should have noticed that they should be QST.

I called customer service - and the representative insisted that the die was correct as designed - and my complaint went nowhere. Comments/reviews of that die suggest that we can solve the problem by re-arranging the grain of the fabric - but why should we? The die SHOULD be correct - that's what they supposedly sell. Needless to say - I did NOT buy that die - but I did leave a ONE star review stating my complaint - ;))

pbj fiber marietta said...

Wow! Everyone has said it all! I have both the Go machine and Sizzix and like many others I have dies I have not tried yet.
I'd say go higher up the chain.

Kristin said...

I don't have any of these cutters and don't quite see what the problem is, but I believe you. It is horrible customer service to treat you like this. Since it was manufactured wrong, they should replace it for free. Maybe you should write them a letter, and mention your blog and how popular it is and how many times you have mentioned the cutter and how people follow your advice. If they still won't replace it, shame on them. It is wrong. I once bought a book from amazon on bag making that contained patterns in the back. I didn't actually look at the patterns for a number of years, and when I finally looked at them, they were garment patterns! I can't remember the details, but I know amazon refunded my money for the book. Good luck with resolving this.

Kristin said...

P.S. If they don't make this right, give them bad press on their facebook, IG and youtube pages, and maybe their blog as well. And anywhere you can give a review of their products.

Nancy said...

I have read comments from others about the poor customer service of AccQuilt. I know the store I bought my cutter from stopped carrying their product because of the terrible service. I have since bought no new specialty dies. I have only bought additional ones to cut strips. I very much doubt that they will replace your die. They should since it was their error but they will not because they are greedy. They just don’t seem to realize that they are killing the goose that laid the golden egg by screwing over the consumer. They charge a premium for their product so they should provide premium service in return.

Unknown said...

Wanda, They certainly owe you the correct die. I bet they aren't aware of your following on this blog. Bad publicity is not good for them. I would certainly followup with them again.

Sue said...

I think you should probably re-contact them and speak to them about your media reach and the power that can be wielded by those who are unhappy about something. Basically the "power of the pen" still exists but is in a different format now. They definitely need to make you a happy customer. You are in the right here. Good Luck!

Linda Garcia said...

My DIL is like a dog with a bone when this kind of thing happens to her. She once found the CEOs name and email address for a company like this who was giving her a run around. She sent emails, snail mails, phoned him repeatedly. Finally the CEO contacted her directly and the company made right on her complaint. My advice-go directly to the top!

Anonymous said...

Wanda,

I am sorry to hear this. I would contact Accuquilt and ask to speak to a manager to give them another opportunity to correct this situation. If they are still unwilling to replace your cutting die (which I believe should be at no cost to you), then I would suggest you file a complaint with Attorney General’s office in Nebraska where the company is based. My experience has been that companies respond quickly to the Attorney General’s office. Good luck!

Lynn said...

You are right. I hope you send them all the comments on your website....and that they do the right thing.
Clearly, Accuquilt's customer service is terrible and their reaction to your very legitimate concern will definitely make me think twice about buying any more of their product..

JJM said...

Whew ~ ready to read another comment on today's post ? You've received a lot of support today. I agree with all commenters, especially "Suzanne dutchess county,NY." Plus print out all these comments and slip it in with the faulty die.

Theres too many companies with that attitude today. 😡

JJM

Becky said...

With your following they should be quick to replace it at no charge. I had a similar problem with their 6 1/2" HST die. Even with a 1/8th inch seam it wouldn't make one. They should care more about customer satisfaction and test the dies more often for quality assurance.

sue s said...

I've had problems with their dies and thought it was my problem. Even using a scant 1/4" I had trouble with a flying geese die. So frustrating! I'm behind you all the way Wanda.

catarina said...

It looks like neither you or the quilt shop did anything wrong. The problem lies with the manufacturer. That is very sad that the company refuses to back its product. The onus is with them to correct it.

Cindy F said...

Over the years I've heard some complaints about the company. Companies that don't do right by their customers don't do themselves any favors. I don't know how many times I've seen people ask about buying one and then say they won't when they hear these kinds of stories. They probably lose more sales than they realize from the stories people share.

Mary McG said...

I am sorry to hear that Accuquilt has chosen not to replace your die. It should have been quickly replaced with the correct die at no cost to you. Penny wise and pound foolish, in my humble opinion.

I very nearly bought an Accuquilt machine earlier this week at the promotional price good through today. However, based on this particular case and the similar comments from other readers, I have decided not to purchase one. I do not need the headache/stress of worrying about product inaccuracy from a company whose entire premise is to provide ease and accuracy for the quilter. The expense of their products only adds to the risk to me as a consumer.

Thank you for sharing this story. Mary in Kansas

Barbara said...

In addition to going up the chain of command at Accuquilt, file a complaint with the Better Business Bureau and the consumer affairs division of the states attorney's office for their state.

Mary Bolton said...

Get in touch again to let them know of all the negative impressions listed here! Shame on them for not offering an immediate correction!

O'Quilts said...

Go to the chain of command...eg a note to the CEO of Accuquilt. Tell them that you have a blog with over 2000 followers and that you love accuquilt. Tell them that not only you, but all of your followers have expressed dismay with how you are being treated now. Tell them that you would like a response right from the top. And, that you expect a great company like Accuquilt to do right by its customers. xoxo

O'Quilts said...

Go to the chain of command...eg a note to the CEO of Accuquilt. Tell them that you have a blog with over 2000 followers and that you love accuquilt. Tell them that not only you, but all of your followers have expressed dismay with how you are being treated now. Tell them that you would like a response right from the top. And, that you expect a great company like Accuquilt to do right by its customers. xoxo

LSpin said...

Wanda - I am one of your loyal followers who don't usually comment, but this issue with Accuquilt tripped my trigger. I have contacted the company and added my complaint on your behalf about their lack of customer service. Their denial of an easy fix for their wrongly tooled die is apalling. Until they make this right for you, I am no longer an Accuquilt customer. There are other cutters on the market!

Sylvie said...

It is obviously a manufacturing fault and their responsibility. The shop was selling goods provided by the company and would have had to have broken the seal to check the die which they cannot be expected to do. Not sure if you have Trades Description Law where you live but would certainly tell them the die 'is not fit for purpose' ask for complaints form and the Managing Director and proceed from there, good luck

Kerry said...

Wow! I have only in the last couple of years owned an Accuquilt and I don't have many dies. I did hear that some aren't accurate, so I tend to check with a ruler on scraps. Certainly puts me off getting more if that's their attitude.
My husband runs a carpet company and he said the customers must be kept happy if you want them to come back to you. If you upset them, they go elsewhere and you lose business! Accuquilt ethics should be like that - or perhaps they feel they are too big to bother.
I agree with everyone - it is a faulty manufacturing issue. I'd go further up the chain with the complaint. You have only dealt with the lowest rung on the ladder. Don those boxing gloves and go for it! Pom poms and cheerleading outfit at the ready for you - virtual of course)!

momto1 said...

Wanda, your post and these comments have certainly opened my eyes to Accuquilt’s business. I also didn’t realize there is a competitor whose dies I could purchase, so I will definitely look elsewhere for future purchases!

Accuquilt seems to have forgotten that customer service is a product as well. If they supply a bad product, as they did in your case, and apparently plenty of others as well, they should replace it free of charge. Their customer service product appears to be defective as well, and the people higher up need to know that and fix it. Unfortunately, people who man the customer service desk are often not knowledgeable, and shutting the noise down is usually their goal. Some companies do the right thing, and actually train their customer service employees to provide a response that makes the customer happy while not bleeding the company dry. I believe Accuquilt provides plenty of good products, and that replacing a bad one here and there would not leave them destitute. Their customer service did them a disservice this time, and it needs to be fixed.

I do hope everyone who reads your post can help effect some sort of change with Accuquilt, and good luck with your pursuit of a remedy.

judith lockhart said...

I had a similar incident a few years ago with Accuquilt. I had purchased a 3 1/2" HST die and after cutting and not realizing it, it was a 2 1/2" HST die. I took pictures and sent emails and it took a while before they would admit they had packaged the wrong die, even with the wrong number on it. Finally they did send me the correct die but not immediately. Sorry you are having this problem - I am inspired all the time by your blog even though I don't comment so often!!

Mary Howland said...

You are right. The company erred and needs to correct the error. Already you have given them much more negative press than the cost of the die. In customer service there’s a saying something like it costs five times as much to get a new customer than to keep an old one. Send a letter with all these comments - pertinent verbiage highlighted. Let them know how many readers you have, too. Keep us posted.

Darlene B said...

I agree with the rest of the commenters. They owe you a new die. I also read another blogger who said the company would not follow through on their promises. I also agree that you should tell a supervisor that you wrote about the issue on your blog which could affect the image of their company if they don't make it right.
Sidenote...I've wanted to make a cross quilt for a long time and I'm halfway there. I sent a picture to my friend and she made one, too! Love your blog and read it every day!

Lorie said...

I agree also that Accuquilt owes you a new die. Take it to the top Wanda. Whatever happened to customer service? I have been looking a purchasing a cutter, your post and all the comments have definitely made my mind up to which product I will purchase. GO WANDA GO!

Elaine Adair said...

I can't imagine they have not corrected that obvious error - of course they owe you a correct die.

Marti M said...

I too was think of purchasing an accuquilt machine. However, on someone else blog they too had problems with customer service. After read this there is no way that I will be purchasing anything accuquilt.

liz said...

I purchased a Go cutter because of you.
You need to contact them again.
Absolutely they owe you a new dye.
And do what a reader above said "post
it everywhere"
I think all you readers should contact them
I'm going to

Ellee said...

Recently I have been seriously considering buying an Accuquilt. Thank you for helping me make up my mind and for saving me a chunk of money and potential aggravation.