Cutterpillar Pro problem....

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Posted 10/4/2012 by cardipaws in General Scrappin'
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cardipaws
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Posted: 10/4/2012 7:46:27 PM
Has anyone had a problem with the measurement strip at the top not being on the base straight? I can tell mine isn't because I can see part of the green line across the top and then it disappears the closer you get to the 1 inch mark. And my paper slightly buckles when I try to bump it up even with the guide....



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bgpa
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Posted: 10/4/2012 8:00:00 PM
yup. Mine's off too. I have to take the paper down to the first horizontal grid line to line it up straight. If I line it up with the top edge, my cuts are crooked.


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cardipaws
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Posted: 10/4/2012 8:03:40 PM
Ok, I really thought I was loosing it. (granted I have had a bad couple of weeks and this is the first I have played with it)

I think I will be making a call or sending an email tomorrow then.


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irishscrappermom8
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Posted: 10/4/2012 8:57:33 PM
Do a search about Cutterpillers on this board. This problem was mentioned before. You can unscrew the light and realign the silver ruler. Mine shifted after schleping it back and forth to crops. I did this and it's now aligned.





bgpa
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Posted: 10/4/2012 10:28:01 PM
I found the thread here: Cutterpillar alignment
...but apparently they have changed the design, because the instructions are different from the way mine is built. My son is working on it now, but it is NOT an easy fix.
Take out the drawer, take out the screws, and take off the rail that holds the drawer, take off the screws and take off the battery cover, remove the batteries, take out the screws and take off the battery compartment. There are two small screws holding down the ruler guide. loosen these, line it up, tighten them back up, then put the whole thing back together.
For as much as this cost, it should be able to cut straight without having to take the whole thing apart to fix it.


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8pril
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Posted: 10/4/2012 10:37:35 PM
Mine is not on straight either, but also the ruler doesn't line up with the grid. I did run through my 50 cuts and it's even sharper now. I'll have to fix the ruler this when I have time to unscrew everything.
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bgpa
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Posted: 10/4/2012 11:14:11 PM
...after spending an hour and a half on it, we got it close, but it's still off. We also found that the grid or cutter bar is part of the problem...because even if you don't use the bar at the top, and just line the paper up with the grid, the cut is not straight. It's not off by much, but it's enough that you can't cut the bar code strip off of a piece of 12x12 paper without leaving a white edge on part of it or cutting into the design.

oops...I spoke too soon. Once we got the ruler bar straight, my son started putting it back together. Now, the screw holes in the back of the ruler bar that hold the battery pack in place are out of alignment. The ruler bar is going to have to go back to it's original place in order for the battery pack to be attached.

I have to say that I am VERY disappointed with this cutter. If a $20 cutter was off a bit, I wouldn't be so concerned...but for $77, it should cut straight.


Barb

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paniolobrits
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Posted: 10/5/2012 6:19:03 AM
I just posted on another thread about this. My ruler appears to be square to the cutting edge, but the grid is off by more than 1/8" so if I use the grid to line up my paper, I end up with crooked cuts.

Does anyone know if there's a "fix" for this? (I haven't heard back yet from customer service.) Thx.

identicaltriplets
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Posted: 10/5/2012 7:31:54 AM
I just got one, and I thought I was going crazy. Thank you for posting because mine is not straight either. I am going to contact the company.


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bgpa
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Posted: 10/5/2012 7:41:09 AM
...funny how we all had the same thought..."I thought it was just me"

I sent the company an e-mail asking for return information. We spent over 3 hours trying to find a fix. My techie son found two areas that cause trouble, but since the grid is off, and the cutter bar does not seem be able to be adjusted to correct this, there appears to be no fix to the problem. My guess is that we got a bad batch.


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Posted: 10/5/2012 7:48:28 AM
I just went & checked both of mine (I have 2 in my hands right now because the first one I received was clearly used.....the bar was all scratched & it had a bunch of scratches in the paint finish on the grid, so I contacted the company & just received my replacement yesterday) & on both of them the rulers are off from the grid, probably only about 1/32nd of an inch, but still off. I need to return the first one they sent me & I'm tempted to just return both of them & request a full refund! But, I do love the way it cuts compared to other trimmers I've owned (and I've owned a LOT! LOL). Just wish I had the money to invest in a Genesis instead


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bgpa
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Posted: 10/5/2012 7:55:27 AM
I love the way it cuts too...but it is SO frustrating trying to get a straight cut with it.


Barb

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chrispeas
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Posted: 10/5/2012 10:02:25 AM
I'm going to have to get mine out and see. I've only used it to see how well it cuts. I just put batteries in it yesterday. I'll let you know what I find with mine.








cardipaws
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Posted: 10/5/2012 10:09:50 AM
I just sent an email:

Hello,

I was using my CutterPillar for the first time last night after receiving it since the Facebook Fan sale. I am disappointed as it it not cutting straight. My Fiskars cuts straighter than this cutter.

It seems I am not the only one having the problem, as I posted on TwoPeas and there are several of us that are having the same issue. Here is a link to the thread:

http://www.twopeasinabucket.com/mb.asp?cmd=display&forum_id=10&thread_id=3196311

Please let me know what we need to do from here. I really do not feel like I should have to disassemble the product to fix it to cut straight.


I will let you know if I hear anything.....


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chaplin65
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Posted: 10/5/2012 10:54:04 AM
I'm having the same issue. Anxiously waiting to hear what customer service has to say.

Eileen


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Posted: 10/5/2012 11:10:43 AM
Same issue here too


bonnie

identicaltriplets
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Posted: 10/5/2012 12:17:48 PM
I just heard back from them. Here is what they responded with:

I am sorry that you are having problems with your Cutterpillar making square cuts. A square cut occurs when the ruler and the cutting edge are exactly perpendicular. Because the Cutterpillar cuts with a steel rotating blade slicing across a steel stationary blade, it is nearly impossible for it to make a crooked or wavy cut. However, if the ruler or cutting edge come out of alignment, the cut will no longer be square (i.e. the paper trimmed off will not be the same size from top to bottom.) This can happen when the ruler jiggles loose during shipping. Or, rarely, the stationary blade is not on straight. Though these are infrequent, we sincerely apologize if you have received a cutter where this has occurred.

Fortunately, the fix for it is easy. Start by looking at your ruler. You need to determine which end of the ruler is in the correct spot and which end is too high or too low (creating more or less than a 90 ° angle with the stationary blade, the long metal strip that the rotating blade pushes against as you cut.) You may be able to visually see that the ruler is crooked by looking at the top line on the grid marks. If you can see a bigger gap between the ruler and top grid line from one end to the other, you’ll know which end you need to adjust up or down. If you can’t see it, get a ruler or tape measure and measure the distance from the ruler to one of the grid lines at both ends of the ruler.

Once you have determined which end of the ruler needs to be moved to make it square, get a rubber mallet or hammer. If you use a hammer, you will need to get something soft to put in between the hammer and the ruler so you don’t dent the ruler (such as a washcloth or hot pad). Or you can use a shim if you can find one (a hard, flat piece of wood or metal to hammer against the ruler so it takes the blows rather than the ruler). Then just give the ruler/shim a few firm whacks at the misaligned end. Carefully watch the ruler as you strike so you can tell when it has moved into its proper place. It is probably only off by 1/16” or less, so it will only take a few whacks (maybe 3-8, depending on how hard you hit). Once you think it’s in place, make a few trial cuts to check. After cutting off a few, say, 1” strips, fold them in half and make sure they are the same width at both ends. Then you’ll know that the blade is cutting square.

This should fix your alignment issue and your CutterPillar should now be making perfectly square, straight cuts. However, if this hasn’t worked, please contact us at cutterpillar@gmail.com and we will be happy to provide further assistance. If you prefer not to make these fixes, we would be happy to exchange your CutterPillar for a new one. This does require a couple of weeks for the exchange process, so we recommend trying the fixes first. But we stand by our product and want you to be happy with your purchase, so please don’t hesitate to contact us for further help or to make an exchange.


Seems like a lot to go through to try to get it right. I am sure I would whack it too far in the other direction and still have a problem. What to do, what to do?


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8pril
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Posted: 10/5/2012 12:26:42 PM
In regards to their reply looks like a job for my boyfriend He'll be able to figure it out. I'm afraid I will use too much force and whack it even more out of alignment.

That doesn't solve the ruler not lining up with the grid problem I also have. Guess I still need to unscrew everything.

gale w
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Posted: 10/5/2012 1:29:24 PM
Yikes-that doesn't sound like a very precise fix.


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sbartist1
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Posted: 10/5/2012 1:49:24 PM
Thanks for the reply info, will have to try this when I am at home.


bonnie

Stacy Cohen
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Posted: 10/5/2012 4:29:05 PM
Same problem here. I'll try the suggestion posted above. Thanks for sharing!!

ETA: I tried the mallet suggestion and I *think* it solved the problem. Yay!! The ruler seems to be (almost) straight now . . . or at least straight enough. I'm happy because I love everything else about this trimmer.

Thank you for sharing the email from the Cutterpillar people. I'm glad I popped on here today!!



paniolobrits
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Posted: 10/5/2012 5:21:37 PM
Anyone else have a problem with the grid not being straight? I emailed the company on Sat., and again on Wed. with no response. So yesterday I called and was told they'd get back to me after checking with someone who wasn't "on site." I haven't heard anything yet and doubt that I will over the weekend.

So Peas, WWYD? I really want to love this trimmer, but...

identicaltriplets
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Posted: 10/5/2012 5:24:10 PM

Thank you for sharing the email from the Cutterpillar people. I'm glad I popped on here today!!


You are welcome Stacy! Glad it worked for ya. I am not brave enough to try it out yet. LOL!


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Posted: 10/5/2012 5:41:28 PM
I got mine in perfect condition I'm sorry that you ladies did not. I wonder if they didn't package then right because they were trying to get the shipments out faster.


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8pril
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Posted: 10/5/2012 5:54:46 PM
I got my ruler to line up with the grid but now I'm having issues getting a straight cut. I'm hoping it's just user error.

In order to shift my ruler 1/16" to the right I had to remove the battery compartment. I then loosened the screws that holds the ruler in place. Then it was a matter of holding it in place after I lined it up with the grid. Took about 4 tries.

BUT now the cutting edge is not straight.

Update: Just checked before posting and it is user error. I was pulling the blade housing too fast and not keeping it flush and pressed to the stationary blade. Now that my ruler is lined up with my grid I'm happy. If it shifts I will know how to fix it with a screwdriver and not a rubber mallet.
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Posted: 10/5/2012 7:44:35 PM

You are welcome Stacy! Glad it worked for ya. I am not brave enough to try it out yet. LOL!


LOL, Patter! I was a little nervous to try it too. Luckily I found a mallet right away. I don't think I would have been brave enough to try it with a hammer and a shim. Thank you again for sharing your email response from Cutterpillar!

Has anyone else had any luck getting their ruler aligned?



cardipaws
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Posted: 10/5/2012 9:50:41 PM
Sorry guys, I had gotten the email, but had been to busy to get it on here.

I haven't tried yet, but I am glad that it seems to have worked for some. I think my grid is straight, but I need to check to be sure.



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bgpa
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Posted: 10/5/2012 11:29:10 PM
All of the hammer whacking in the world isn't going to fix the grid not being aligned with the cutting edge. I didn't get a response to my e-mail yet, but I'm sending mine back.


Barb

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chaplin65
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Posted: 10/6/2012 11:55:41 AM
I'm trying the "whacking" but its not moving....I'm scared to break it! I'll have DH give it a go with a stronger whack.

Is anyone else having a problem with the paper sliding UNDER the ruler? I'm finding that this is also contributing to my cuts being off. i'm sending an email about this issue but wanted to see if this is common.

Eileen


Eileen

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Posted: 10/6/2012 1:21:41 PM
No one should be having these problems with a brand new cutter. Seems like quality control is not their strong suit. Glad I didn't buy one.


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chaplin65
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Posted: 10/6/2012 7:44:49 PM
Just wanted to post an update. I got a much appreciated quick response from CutterPillar. I received a similar solution to the one posted here. But, since my paper was creeping under the ruler I got additional advise. I'm posting it here in case someone else has this same issue.

"Turn your Cutterpillar over. On the back is the white battery compartment. You'll need to remove it by unscrewing the five small screws with a phillips screw driver. Underneath are 3 larger screws. These hold the ruler on. If you loosen those (with probably a larger phillips screwdriver), you can turn your cutterpillar over, gently nudge the ruler back into alignment with the grid/cutting edge (you may need to nudge a little harder if it's not moving, but as long as you don't use a hammer directly on the ruler, feel free to give it a few firm taps), and then make a few test cuts to check that your ruler is aligned. The easiest way is to cut a narrow strip, say 1/2 to 1" wide, and fold it in half. If both ends are exactly the same width, your ruler is aligned correctly and will make perfectly square cuts. Once you've determined that the ruler is on square, carefully turn the cutter back upside down, holding the ruler in place with one hand, and tighten down the screws all the way. Do another couple of cuts to make sure the ruler didn't move, and if it's still square, put the battery case back on.

That should fix both the ruler not cutting square and the paper sliding under it. "

No, a newly purchased item shouldn't need to be fixed but, I am happy that there was a solution and it was fairly quick and easy. I'd rather be scrapping than waiting for a replacement. And, while there is obviously a quality control issue at the factory, I am very pleased with their customer service. I was offered a replacement cutter. The fix was totally up to me if I wanted to attempt it.

Eileen


Eileen

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Posted: 10/6/2012 7:57:00 PM
Good lord! What a PIA!! Maybe you ladies should check out the new Fiskars Trimmer. I don't know what it's called, but they have a very long history of making great cutting products, and it would be pretty simple to just go back to J's and exchange it!
I use a Tonic Trimmer which I paid less than $20 for....I totally love it!
Here it is: tonic trimmer

I got it on sale and picked up extra blades while i was at it. Has the option of a slide out ruler at the top AND bottom....great for lefties, or if you like to square up at the bottom! At any rate...hope you get everything worked out.


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Posted: 10/6/2012 9:06:53 PM
I cannot believe they have the same problem with the 2.0 version as they did with 1.0. I was one of the people who had to send my original one back to Utah for fixing.

So now we whack them with hammers? Good Lord. I love this cutter, but after all the time they spent in production on this thing, I am astonished (not in a good way) at their continued problems.

I'll have to check my new one when I get home later this week. Ugh. I haven't had a chance to sit down and play with it yet.

Julie



sbartist1
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Posted: 10/7/2012 1:13:06 AM
One minor tap with a rubber mallet and it now seems to be square, back in business.


bonnie

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Posted: 10/7/2012 2:38:55 AM
Include me in the group who thought it was only their trimmer.

This entire situation makes me mad/sad/frustrated. The reason I purchased this was because a lot of people said it was comparable to the Genesis, but that the price was MUCH more reasonable. I don't mind trying the tips and tricks to see if it will help cut straight, but what does bug me is that I have to do so in the first place. I knew that it was not perfect, but I was looking forward to it being far superior to anything I had.

I read a few reviews where people mentioned that they were leery of the fact that the lines going down were only every half inch (or whatever the measurement is) and that there was nothing to hold the paper down. I thought these things would not be an issue. I found out the hard way that if you are lining paper up (since the ruler is not on straight) lines going all the way down would be INCREDIBLY helpful! Something to hold the paper down would also be a great addition.


Maybe you ladies should check out the new Fiskars Trimmer. I don't know what it's called, but they have a very long history of making great cutting products, and it would be pretty simple to just go back to J's and exchange it!


For me, this is NOT an option. I have NEVER IN MY LIFE had a Fiskars trimmer that cut straight, and believe me, I have had PLENTY of Fiskars trimmers.

If the tips and tricks don't help then I don't know if I will send in for a replacement or simply return it.


Brandy

paniolobrits
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Posted: 10/7/2012 5:30:56 AM
Eileen, glad to hear that they responded so quickly to your email, but now I'm kinda peeved that it's been 8 days since I've notified them of my problem and they've yet to respond to me. I want to give customer service a chance to make it right, but at this point I'm more than a little disappointed. I'll send another email and see if there's a response this time... third time's the charm, right?

Cricutgirlg
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Posted: 10/7/2012 6:54:33 AM
I'm sorry to hear about the trouble you ladies are having with your trimmers. I do not have this trimmer I have a Roatrim Trimmer, which I love. If it was me I would return it and have my Credit Card company deal with them. You shouldn't have to be a repair person to a have brand new trimmer, there are too many good trimmers out there. Good luck.

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Posted: 10/7/2012 7:39:09 AM

Maybe you ladies should check out the new Fiskars Trimmer. I don't know what it's called, but they have a very long history of making great cutting products,


I did try a Fiskars trimmer before I bought the Cutterpillar & I immediately returned it because it didn't cut straight! I used to love my MM trimmer, but it was no longer cutting very good, so that's why I bought the Cutterpillar. I only wish I would have saved up for a Genesis or that they weren't so expensive cause I never would have bought the Cutterpillar! While I do love the way the Cutterpillar cuts, I really think they should get these problems fixed before they sell anymore of them! Maybe we should all ship ours back on the same day & bombard them with returns, lol.


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Posted: 10/7/2012 7:52:48 AM
This makes me so glad that I decided it was too big and didn't buy one.

I'm feeling bad for all of you who are having issues - how frustrating!
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Posted: 10/7/2012 9:31:05 AM
Well, I've got to say... if you can get it fixed, it is the most awesome cutter out there. I got mine in the first round and use it on almost every cut I make. I LOVE it!!!! Katrina, I know what your problem is, hehehehehe, you've been just a tad off kilter since the first day I met you! LOVE you! LIZ

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Loc: South Texas

Posted: 10/7/2012 10:15:36 AM
Paniolobrits, 8 days is ridiculous......I got my response within 3 hours! I'm pretty sure there is not going to be a fix for a crooked grid since its stamped on. I would think a replacement or your money back are the only options. I can't understand why they haven't jumped to make this right.

Eileen


Eileen

bgpa
PeaAddict

PeaNut 53,649
October 2002
Posts: 1,188
Layouts: 40
Loc: NorthCentral PA

Posted: 10/7/2012 10:23:06 AM
I e-mailed them again this morning, since I've gotten no reply. Terrbily diappointed


Barb

"Be the change that you want to see in the world"
-Mahatma Gandhi

Meet Annie: Annie the Deaf Aussie

One Million Moms 4 Gun Control

ScrappinMommy84
BucketHead

PeaNut 439,035
September 2009
Posts: 809
Layouts: 0
Loc: Austin, Texas

Posted: 10/7/2012 5:45:12 PM
I posted on their FB page AND sent them a message that they should probably check this post (included the link) if they wanted to avoid being bombarded with returns...

Now lets see if anything comes of this. From their lack of e-mail responses for some, I highly doubt it...


Brandy

cardipaws
PeaAddict

PeaNut 412,430
February 2009
Posts: 1,765
Layouts: 349
Loc: Spfld MO

Posted: 10/7/2012 6:11:46 PM
the tapping (or whacking) seemed to fix mine. Hope everyone gets it figured out.



Hugs, Katrina

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Cutterpillar
Just one more post!

PeaNut 501,784
March 2011
Posts: 10
Layouts: 0

Posted: 10/7/2012 7:21:01 PM
Hi, Everyone.

This is Arianne from CutterPillar Inc. I apologize to all of you who are dealing with frustration instead of joy at the arrival of your new CutterPillar. While we had sincerely believed that our new batch of cutters would arrive perfect, as was the prototype we received from the factory when we gave the go-ahead for production, there is a small percentage of cutters that appear to have a ruler issue, causing cuts to be angled instead of square. This is a big blow to us, a small mom and pop company, even though it is a small % of cutters overall with this issue. Because even 1 mis-aligned cutter is too many! We earnestly desire all of our customers to be happy and, in fact, to passionately love their Cutterpillar, as we do! So please know that we take every single customer's satisfaction or lack thereof to heart. We're not a big box company. So word of mouth and customer satisfaction are very important to us.

If you are experiencing any trouble, please email me at cutterpillar@gmail.com. I personally handle each and every email that comes in to this email address, generally within a couple of hours. I am happy to pass on troubleshooting tips for you if you'd like them, or I will facilitate an exchange or return, if that is what you wish.

Please be sure you email cutterpillar@gmail.com, though, because if you email simpleproductscorp, our warehouse and shipping company, they will not be able to help you with specific troubleshooting issues. They can, however, track orders, process exchanges and facilitate returns--anything having to do with shipping.

Thanks for letting me butt in. We will do everything we can to make our customers happy, so please email me and let me know if there is anything I can do.

-Arianne Thompson
CutterPillar Inc.

oh yvonne
Pea-rom Queen

PeaNut 15,036
May 2001
Posts: 18,078
Layouts: 77
Loc: Thousand Oaks, So Cal

Posted: 10/7/2012 9:51:37 PM
Arianne,

I truly admire your willingness to admit there is a problem and your candid response.

I love my Cutterpillar. I think you have an excellent product despite the growing pains. The trimmer is fantastically sharp and I love the light. Plus, the price point is much more reasonable to me than a Genesis. I don't regret my purchase one bit.

Here's to the mom and pop, and I hope you succeed! Keep at it, don't lose the faith.


******************
Yvonne, lover of old garden roses, my DH Enrique, Marissa and Dahlia Lynn!

"what is yvoone class prom queen or something of pea high? Thats gotta be the big joke here under the bleechers."
~the "great" pea~pea


bgpa
PeaAddict

PeaNut 53,649
October 2002
Posts: 1,188
Layouts: 40
Loc: NorthCentral PA

Posted: 10/7/2012 11:02:28 PM
Thank you, Arianne. I got your e-mail tonight, also.


Barb

"Be the change that you want to see in the world"
-Mahatma Gandhi

Meet Annie: Annie the Deaf Aussie

One Million Moms 4 Gun Control

chrispeas
Ancient Ancestor of Pea

PeaNut 252,090
March 2006
Posts: 9,422
Layouts: 8
Loc: Beautiful South Orange County, CA

Posted: 10/8/2012 12:56:51 PM
I did the cut test and mine is cutting fine. Sorry some of you are having problems. I love mine!








MariaS
PeaNut

PeaNut 312,073
April 2007
Posts: 393
Layouts: 0

Posted: 10/9/2012 11:05:13 AM
I will have to have hubby see if he can fix mine tonight with a mallet to line the ruler up. Hopefully it works....

AJ Pea
BucketHead

PeaNut 412,748
February 2009
Posts: 861
Layouts: 0
Loc: Central Illinois

Posted: 10/9/2012 11:37:10 AM
My only problem is the paper sliding under the ruler. My husband did a quick fix by putting clear Scotch tape on part of the ruler and part of the grid. When the paper is put on the grid, it hits the tape which prevents it from going under the ruler. It worked great at first, but now the tape is getting pushed under the ruler. I will try the fix that was mentioned earlier and see if that helps. My grid is fine so I always look at the grid to "eyeball" if the paper is straight.

Secondly, I thought these trimmers were made in America. I truly believe that is part of the production problem. Since the company was billed as a "mom and pop" place, I thought they were made here. I am disappointed in that.

Despite these concerns, I do love the way it cuts-- very sharp and clean.
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