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Old 06-29-2019, 03:00 PM   #1
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Join Date: Aug 2007
Location: California
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Default Gemini Jr issues

Hello,

I was so excited to receive a Gemini cutting die machine a month ago and used it about 50 times so far. Today while using it, I noticed black ink on my hands. I washed them thinking I got ink from somewhere else on my craft table. After putting a few die cuts through, my hands were black again and I noticed the bottom plastic plate had black ink on it but upon further inspection, it was actually grease. Has anyone had this issue of grease oozing out from the bearings of the machine? I have contacted Crafters Companion via their website and waiting for their reply but not feeling optimistic they will respond. Any help would be great. I’m afraid to continue using it
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Old 07-01-2019, 12:09 PM   #2
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How disappointing. My experience is they will respond though they’re slow - and you might have to complete the form again. But from what I’ve gathered they should stand behind the machine. If you bought it from HSN or another website you might want to contact them too.
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Old 07-02-2019, 05:25 AM   #3
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Thank you Bjeans. The company did respond today and below is their response.

"Sorry for the delay in the reply- please could i kindly ask where you purchased your machine from so i can ensure the correct team deal with this issue for you?"
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Old 07-02-2019, 06:35 AM   #4
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glad you had a response. I bought my Gemini Jr at the launch on HSN two years ago, and haven't had any issues other than the plates seem to warp really fast (even flipping and rotating after every cut) - but I also use it almost daily. Crafters Companion stands behind their products - keep us posted as to how they resolved this. I imagine they will just replace the machine itself since they have a years warranty - although it might depend on where it was purchased.
Thanks
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Old 07-03-2019, 07:31 AM   #5
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Good luck with their customer service. I haven't had much success with them. I had to contact them about some dies I bought on HSN. They weren't defective. I just had a question about how to use them to make the samples shown on the show. The representative wasn't very helpful at all. She just said that she'd pass along the questions/comments, and I never heard back from them again. My big complaint is that there aren't any real directions, and all the videos show the exact same thing, not explaining how to achieve the results they do. I hope you get your issue resolved.
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Old 07-03-2019, 07:42 AM   #6
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I had a similar experience as Scrapjanny when wanting some information, though not about dies/stamps/etc. The rep who responded didn’t have a good grasp of English and didn’t directly respond to the question. I had to write back and ask for a supervisor. One did respond - and sent me free plates for the trouble. Calling was an exercise in futility.

But when it comes to exchanges or fixes, I think they do come through. Perseverance just might be needed if they’re slow to respond - they may be understaffed. But the Gemini Junior is so good and saves my not-great hand so is worth it to me.
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