Ok, so I contacted Roland after this post and they let me know that my main board was good, but the USB port was bad, (changed their story). they gave me 2 options:
Option 1 - They said I could use my serial port and the unit would work just fine. They would inspect it to make sure it would work and send it back no charge.
Option 2 - I could buy the extended warranty (while its still under warranty, makes no sense) for 400+ dollars and they would fix the USB port and it would be under warranty for another year or so. (cant remember the warranty length).
I chose option 1. First off, tech support should have told me to try that before i spent 60.00 to ship the cutter to texas. But anyway, i figured option 1 would be our best option.
So, I received the cutter yesterday, 6/15, back from Splash of Color in texas. I opened the box up i sat the cutter on the stand. As i started to try to put the screws back in to mount the cutter, the holes wernt lining up, so I started looking harder at the unit. First I noticed the blade holder and blade were missing, and then i noticed all the dents, bends, mis-aligning panels, and sticky residue all over the cutter. At this point I'm starting to wonder, is this even my cutter? Check out the pics.
So I called Splash of Color and this is what they told me:
"When we received the cutter, it was damaged. We didnt make a claim because we know that UPS wouldnt cover it. (keep in mind, i insured the cutter) So we beat the dents out and tried to fix it as good as we could."
Are you kidding me? So now, here I sit, with a POS cutter. Who knows, it probably wont even cut correctly now. And who's to say that Splash of Color didnt damage the cutter. I think any person in their right mind would have at least let us know that the cutter was screwed up when they got it. But no, they didnt say anything. Why? Go figure.
Here is an email I am about to send to Roland / Splash of color.
"Being that Splash of Color chose not to notify us or UPS that the machine was damaged upon receipt, you chose to take responsibilty of the machine. To resolve the issue here are your choices:
#1. We will send the machine back, at Roland / Splash of Color expense, for Splash of Color to repair the machine back to the condition it was in when we initially shipped the machine. This includes fixing all bends, dents, and re-aligning all panels. Also, remove all dirt and residue from the exterior of the machine. We will also need a GX 300 to use in the meantime to get us by. We cant afford to be without our machine any longer. We will ship our machine to be fixed when we recieve a "loner" GX300. We would also like a 180 day warranty
On the cutter.
#2. Send us a new GX 300."
Thoughts?
