Thursday, April 16, 2009

RE: 5 rows, 6 rows or 7?

Click HERE for the issue and then return and read the solution.

In a statement issued on the Cricut message board, Provocraft CEO Jim Thornton posted the following:

Provo Craft hears you!

I am fully aware that some of you are upset that the artwork on our new “Life Is A Beach” cartridge appears to be ‘missing’ artwork that had been previously used to promote the cartridge. I want to thank all of you that have posted responses and for those of you that have contacted me directly regarding this issue. Please know that I have read every message and am taking your feedback to heart. I have put the entire leadership team here at Provo Craft on notice that resolving this issue is our top priority.

As some of you know, we released preliminary artwork for “Life Is A Beach” last October to some of our online retail partners to promote the launch of the cartridge. That artwork was described at the time as “subject to change” but it appears that that may not have been well understood. When the final cartridge was released, a very small number of images from the preliminary sheet were not included. As you might imagine, we make artistic decisions like this everyday. It is quite common to have more content than we can fit on the cartridge and our team of talented artists, designers and programmers have to frequently decide what to eliminate. They make these decisions carefully with the full intention of giving you the very best cartridge possible.

I completely understand why some of you are so frustrated. The excitement for this cartridge has been huge and nothing is more disappointing than not getting what you think you paid for. It is true that it was communicated that the artwork some of you initially saw was ‘preliminary’. However, I want to make it right with those of you that did not understand this clearly.

If you ordered your cartridge between February 25th and today (April 14th) and you wish to return it, we will give you a full refund of your purchase. Just send us back the cartridge and a copy of your receipt and we will refund you for 100% of your purchase.

Our number one priority at Provo Craft is to make sure that our customers are thoroughly delighted with the experience of using our products. We frankly recognize that we have some work to do in this area. As you might imagine, the customer service complexity of running a technology company is a little different that when we use to sell products like paper and stickers. The demands of training customers on how to use our products and fielding a wide range of questions have stretched our customer service capabilities in ways we have never experienced here at Provo Craft. This, however, is not an excuse to be slow to respond or to become arrogant in our approach. Please know that we will do a better job of listening to you and responding to your needs.

This is critical to us because we know how loyal our customer base is to Cricut and our other brands. It has been great innovation that has earned your loyalty, and we know that it will be great products and a commitment to excellent service that keeps that loyalty.


In another post from Provocraft, a return address and instructions were provided for those wishing a refund and here it is:

Send your cartridge to us at:

Life Is A Beach Cartridge Refund
C/O: Lori Dkhissi
151 E. 3450 N.
Spanish Fork, Ut 84660

Please include your name, address, phone number, and a copy of your receipt.

Ok, so if you are dissatisfied with your purchase of Life's A Beach, purchased it between February 25 and today, you may return it for a full refund.

NOT ME Bud, I'm KEEPIN' MINE but for those of you that it matters to, well then here's your chance to resolve the issue...now can we move on....

4 comments:

  1. I don't want a refund! I want the last rows!
    The booklet you get with the cartridge also had the pictures of what is not there! Glad I had been reading this blog, or I would not have know what was going on. Guess we will just have to wait for another cartridge, and not buy it before we find out for sure what is on it. Not good business practice if you ask me.

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  2. I think it means we all need to read the fine print a little more often, in addition to the company being a little less trigger-happy in putting out the images before the final cartridges are ready. A lot of companies do this, though, not just Provo Craft.

    I have the cartridge, I love it, and honestly, it has a TON of great stuff on it. As much as I would like to have had the "missing" designs, I think I'll survive without them. I'm just very grateful I don't have to cut this stuff out by hand!

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  3. I'm afraid I don't see the need to release the information that much in advance that it is likely to be changed before production. Why not hold the release until everything is set in concrete. I am sure that cricuteers would still get excited whether they had 6 months or 1 month to wait!

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