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Old 10-12-2004, 12:33 PM   #1
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Default Fiskars Customer Service

I just want to give a huge thanks to the SCS'rs who shared their experiences with faulty Fiskars cutters, and dealing with the company. Based on your experiences, and using the number that was provided here last month, I called today regarding the problems I am having with both of my cutters.
The lady on the phone asked for descriptions of the specific problems, and promised to ship me a brand new replacement for my big cutter and new clear thingy to fix my smaller one.
YAY to SCR'rs for sharing that, and YAY to Fiskars for having such great customer service. That's rare these days!
Alicia
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Old 10-12-2004, 12:50 PM   #2
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I agree!! I called a couple of weeks ago...they agreed to send me a replacement ruler (clear thingy!) which I rec'd within one week. I knew this wasn't going to work based on other posts, but I figured you never know! Well, it didnt work! I called again today and right away Angie said she would send me a replacement trimmer...she was very pleasant but you could tell this was nothing new!!! I should receive within another week! At least now I know I am not completely crazy!!!
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Old 10-12-2004, 01:00 PM   #3
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Could someone post the phone # for Fiskars customer service dept. I am having the same problem . I cut 2 full packs of card stock for my daughters wedding invitations and they are crooked. I should have checked to see if they were even before we cut both packages. At least I didn't cut all of them yet. We are trying to do them assembely line style. We are make 230 invitations and I just want to get them done. When I agreed to make them there were only 100 invitations to make. I would appreciate it if someone would post the phone number.

Thanks, Deb
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Old 10-12-2004, 01:03 PM   #4
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Hi Deb!
WOW, you do have a big project! What a great Mom you are to do this for your daughter!
Anyway, here's the number: 800-500-4849.
Good luck, and let us know what happens!

Alicia
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Old 10-12-2004, 01:03 PM   #5
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When they replace your trimmer, do you have to send the other one back? If so, do they pay the postage?
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Old 10-12-2004, 01:05 PM   #6
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They didn't ask for anything other than my address. From all the previous posts, I don't think anyone has had to return their cutter.
Hope that helps,
Alicia
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Old 10-12-2004, 01:28 PM   #7
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they did not ask me to return anything or show proof of purchase either...
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Old 10-12-2004, 01:41 PM   #8
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Woo Hoo!!! I'm getting a new one shipped to me. My triple track's ruler alignment is off - when I cut an 8.5 x 11 paper in half (at 5.5) the 2 halves are not equal - it drives me crazy!! Customer service was so nice. They said they had been getting alot of call lately - hmmmm . They're getting a new one out to me right away!


Thanks for the info ladies!

Niki
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Old 10-12-2004, 01:45 PM   #9
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love6kids-

Thanks alot. Yes this project turned out to be bigger than I thought it would be. I hope the invitations turn out the way she has them visioned.
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Old 10-12-2004, 01:46 PM   #10
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OOPS
Niki! Thanks for the correction!! I edited my above post to show the change, in case anybody sees that one first!!
Congratulations on getting your cutter problem resolved, and thanks again for the correction!
Alicia
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Old 10-12-2004, 01:48 PM   #11
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1luckyfool...
I'm sure they will be beautiful. Can you post one to the gallery so we can all see?
Have fun with your project!
Alicia
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Old 10-12-2004, 01:49 PM   #12
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Default Fiskar Cutters

This happened to me too and they express posted two new cutters to me that were better than the ones I had. They are a great company to deal with and I promote them whenever I can!
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Old 10-12-2004, 01:51 PM   #13
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I had the same experience with my 12" paper cutter. I saw the posts about this last month, and called about it. They very quickly sent me a replacement paper cutter. They sent me the exact same one, which has the same problem. So now i have two of the exact same cutters, with the exact same problems. I am not sure if i should call them again...
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Old 10-12-2004, 01:53 PM   #14
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Sqeek...

FYI - They told me they were going to do "extra" quality control on my new one to make sure it didn't have the same problem...might be worth another call for you



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Old 10-12-2004, 02:24 PM   #15
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I am having the same problem with my Triple Track cutter - it doesn't cut straight and the ruler must be off because if I cut a piece of paper in half, the two sides aren't even.

I just called Fiskars and got the customer service mailbox rather than a live person. I hung up and called back again and got the same thing. I left a message relaying the problem. Hopefully someone will call me back.
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Old 10-12-2004, 02:36 PM   #16
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Jessica,
Is it possible that Fiskars is on East coast time and they are closed for the day?
Hope you get it taken care of!
Alicia
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Old 10-12-2004, 02:41 PM   #17
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Default Trimmers

Are you all talking about the newest trimmer available in our catalog, because I have noticed severe discrepencies in the measurements and wasn't sure what to do about it. Thanks for your answer.
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Old 10-12-2004, 02:59 PM   #18
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The ones that I am referring to, I purchased at Costco and Michaels. As long as it's a Fiskars brand, though, I am sure Fiskars will stand behind it. It doesn't hurt to ask!
However, since SU also guarantees their products, why don't you call DS and tell them about it. They just replaced the rubber cutting scissors that I got from Great Rewards because they were defective! They came in about 3 days!!
Good luck!
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Old 10-12-2004, 03:01 PM   #19
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I did get my trimmer from Michael's, but was using the one in our catalog as a reference as to what it looked like. We're these trimmers also available from Costco or Sam's???
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Old 10-12-2004, 03:04 PM   #20
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I went to their website and emailed them off of there, got a reply within 24 hours each time I emailed them. I have 2 of the old cutters now that both cut crooked! I figured I might just sell the new one they sent me and buy the one in the catalog I wouldn't expect them to replace it again, unless I sent the new one back. I would feel to guilty since had the big cutter now for almost 3 years
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Old 10-12-2004, 03:42 PM   #21
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I was going to go buy a new cutter tonight or tomorrow. Can you tell me which one NOT to buy. I want it to work not have these problems.

Thanks,
Marcy
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Old 10-12-2004, 04:36 PM   #22
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Quote:

Originally Posted by love6kids
Jessica,
Is it possible that Fiskars is on East coast time and they are closed for the day?
Hope you get it taken care of!
Alicia
No, I think they're on Mountain time. I can't remember, but they should have been open for about another two hours from when I called. I haven't heard back from them. Maybe I'll try emailing from the website like Kar did.
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Old 10-12-2004, 05:09 PM   #23
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Quote:

Originally Posted by ReindeerTrout
When they replace your trimmer, do you have to send the other one back? If so, do they pay the postage?
I had to send mine back... and pay for the postage. The replacement also cuts crooked.... so now I'm not sure what to do. If I have to pay to send it back in order to get *another* replacement, I'll have paid more in postage than I paid for the original cutter... aarrrgggghhhh. But to keep it? that doesn't seem to make sense either....
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Old 10-12-2004, 06:14 PM   #24
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Fiskars is central standard time right here in good old Wausau WI. I called a couple of weeks ago about my cutter & they sent me the clear ruler. It still didn't cut straight & now my blade doesn't stay in either. I called back yesterday & a new cutter is on it's way. No questions asked & I do not have to send them the old one. The new one will probably be here tomorrow. Hope it is better than my old one.

Sheryl
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Old 10-12-2004, 06:55 PM   #25
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They sent me the ruler first, that didn't work so they send me a new one just like the old one that didn't work I don't know what to do now!! Did anyone get a new one that worked better?? I don't want to open the package if it isn't going to cut right yet.
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Old 10-14-2004, 08:01 AM   #26
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I must say that I'm really impressed.... I finally decided yesterday to simply send an email explaining that the replacement that they sent also cut crooked. Just this morning they have replied, first with an apology, then a promise to take care of a different product to be sent asap. I don't think it can get much better than that... I'm doing the happy dance, for sure
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Old 10-14-2004, 08:08 AM   #27
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Quote:

Just this morning they have replied, first with an apology, then a promise to take care of a different product to be sent asap.
that is what they told me and sent me a new one same thing I didn't open the package though, might see if I send it back heck I will send my old one back too if they want and give me one of their new ones! I can't cut more than 1 sheet in my 12 x12 cutter otherwise it will cut crooked, and even sometimes that 1 piece I cut does get crooked. The problem is the ruler, it has to much "give" in it when you are pulling it across the ruler.
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Old 10-14-2004, 08:17 AM   #28
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Kar, that was the problem with the very first one that I purchased.... well, my balloon is somewhat deflated oh well, if I can't do the happy dance, maybe I'll just have to settle for patience as I wait to see what they send me.

In the meantime, I've already gone & purchased a different one - and at least it seems to be cutting straight - it's one of the rotary paper trimmers. Got it just this past weekend at Michael's and used their 50% coupon. If Fiskar's send me something that works, I'll let my girls use it as they find it easier than the rotary.
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Old 10-14-2004, 08:24 AM   #29
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It's not going quite so well for me, customer service-wise. I live in the UK so contacted them here by email - they asked me to send my trimmer in. I posted both my trimmers (small and 12") to them on 21st September. I'm still waiting for a response. Now that you've all jogged my memory, I'll get in touch with them again.
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Old 10-16-2004, 12:12 PM   #30
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It took two days to get a return phone call from the customer service department but the woman who called back was very friendly and helpful. She asked me to describe the problem again and to describe the cutter. Then she said they would send me a new cutter. I asked about returning the old one and she said to just through it out. Yippee! I hope the new one works better than the old one.

-Jessica
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Old 10-16-2004, 12:19 PM   #31
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I called a few weeks ago and they replaced both of the cutters I had. They were the old ones. They sent of the same ones. I opened one and it seems to be cutting better. The ruler is really tight, so maybe that helps it. I'm not going to open the second one yet, in case the problem arises again. I was hoping for the new cutter (that SU is now selling).

I didn't have to mail either of them back.
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