Silhouette America

I purchased my cameo 4 in Nov of 2023. I have had problems ever since. I have sent several emails to the company only to get response 4-5 months later with automated emails that do not address the problem. My first machine was bought in 2015 but was broke when I moved. But now their customer service is horrible

I purchased 2 sets of their inkjet printable heat transfer papers, and followed the directions exactly--even setting a timer for the 2 minutes! The image didn't transfer over AT ALL. I ruined 3 tshirts in different attempts before finally giving up. I wasted 70$, and now have produced a bunch of garbage destined for the landfill. Completely useless and expensive product, an irresponsible company. When I contacted their customer service with details and proof of the heat transfer not working, they gave me a form response and accused me of not following the directions correctly. Crap product, crap company. Avoid this company.

I'm on my third cameo 4, I really like the machine, but there is no customer service to speak of. You can only email them and they DO NOT REPLY. I emailed 10 days regarding credits I purchased from their store but did not receive. They have not replied. I emailed again 2 days ago. No reply. This isn't the first time I've ever experienced this with them. I will no longer be a customer. By a Cricut instead!

I have two silhouettes use to sweat by this brand until recent, I purchased a silhouette 4 plus before 1 year it just stoped functioning no power, completely down. I sent a video and all information requested, after I sent 7 emails it was radio silence, it was clear there was a defect in the machine. I received no response, there are absolutely no contact numbers the warranty is of no use, I am out a machine and 549.00 plus dollars. Stay away from this company.

Extremely dodgy company. They claim to support Mac OS, but I've had major issues with the Silhouette Studio software for the couple of years that I've owned my Cameo 4. Worst of all is any software update since May 2022 has an extremely significant bug that prints everything extremely pixellated (regardless of resolution). There are countless complaints on forums from Mac users claiming that they have been forced to downgrade to V4.4 of the software just to be able to use it. I've written a number of e-mails to them and they ignore every one of them. Choosing Silhouette over Cricut was one of the greatest mistakes I made for my business. I would absolutely avoid purchasing anything from this company at all costs as their products are faulty and their customer service is non-existent.

I purchased a Cameo 4 and it worked perfectly for about 2 weeks. Then it stopped. I updated firmware. Replaced the needles. Moved it from a Mac to my Microsoft PC. It would not follow the lines on the design software. I watched every YouTube I could find on how to troubleshoot. I uninstalled and reinstalled all related software and spent about 14 hours total trying to get it to work over several days. I contacted Silhouette for the warranty and 12 days later, still no response. There is no phone number you can call, only email. Luckily I purchased XCover as insurance when I bought the machine. But, since I am still under warranty for Silhoutte, I may have to wait until it expires in 1 year before I can trigger coverage from XCover. Buy a Cricut!

I'm very disappointed with silhouette America customer service, they simply Don't reply, I sent 4 emails but no reply so far. I bought business version of studio 3 software n I was using on my 2 devices I sold one device( n deactivated the license key) n now want to use it on my new Mac but I'm unable to cus it keeps on saying u already been using on more thn one device. I've been asking for their support but it's been a week no reply from them I'm really DISAPPOINTED

I have had my unit for two years now. I enjoy the silhouette cameo 4 and have had very minimal issues. Customer service was on point and helpful when I had to cancel my design store subscription, I've had dealings with customer service here and there before, and overall have had minor issues sorted out just fine. I understand companies can have customer service that isn't quite up to par, but when your company BLOCKS someone's EMAIL ACCOUNTS ( that is purposely plural because silhouette design studio has blocked 2 of my email account for reaching out to support) I have a big problem with you. Now I have aachine that I have to worry if I do run into a problem I cannot contact anyone because someone decided to do this. I never sent a threat, didn't call anyone names, didn't act in any I'll intent, and did not speak out of line. I was having trouble with my library being wiped out and I was distraught - I sent 3 separate emails explaining my steps and where I was on my end to fix it at that time. No one answered after I had a gentleman named Alex Russel contact me the first time. Then boom, started to get undeliverable email messages. Tried another account, first went through then the rest - blocked. Tried to reach out on the physical site. Mentioned restarting my subscription and oh someone got back to me just about that. Asked about my email problem, blocked. As a company this is NOT ACCEPTABLE, ZERO tolerance and it is outrageous that this is happening. I am not one to stay quiet and this won't be the only place I'm posting. I hold high quality customer service, while in school and through my jobs. I have also seen bad customer service but this tops the cake as a customer was blocked for NO REASON other than not resolving my issue. It's not right, childish, and downright selfish as most their customers pay a lot for these units. I will be placing resources to see all this info on machines and products in stores too moving forward.

*****BUYER BEWARE*****BUYER BEWARE*****

In late February of this year (2020) I decided to upgrade from the Cameo 3. I purchased a Cameo 4 Plus for $399 on smile.amazon.com. (Returns/exchangs through the manufacturer.)

After a month or so, it would not provide consistent results. MANY emails to Customer Service asking for an exchange with no luck. Finally, after a complaint to the Better Business Bureau, a Supervisor reached out to set up an exchange.

Per their request, I paid to ship it back, which cost $65. In an email, in writing, they promised the new cutter would be sent out "now".

But now that they've received the defective cutter back and I've asked for a tracking number for the replacement, now they tell me due to Covid-19 they are behind on shipping and can't tell me when I'll get the replacement.

I've now spent $465 with nothing to show for it, and half my business is at a standstill during a pandemic. We use that machine for supplemental income for my terminally ill husband's medical needs.

Silhouette asked for videos of the machine not working. I sent many and in one, I even showed them my husband and pleaded for their help. In addition, I sent a direct email and a LinkedIn message to the VP fo sales, as well as others in the company, including the videos.

NO response from any of them. Here's a link to the videos that show it not working, along with a plea for help.

My first Cameo was part of a heat press bundle and it worked fine. I decided to stay brand loyal and wish I had not. Many other people online are saying they've been burned by this company as well. It's sad they are allowed to operate this way.

So disappointing. THIS COMPANY DOES NOT CARE. Do yourself a favor and BUY ANY OTHER BRAND!