POINTandCUTsux.com

This simple web site is simply to inform potential customers of the reliability, and more importantly, the customer service issues that plague this otherwise cool and innovative device.

If you're like me, you saw this product highlighted on HGTV. Believe me, this is a super cool product. The one design complaint is that on the wall mount unit, it is impossible to fully hide the power cord, and it takes great effort to hide the external power brick.

But this is beside the point. I know three people who had this product, and none of them had it working for more than 8 months. Mine lasted about 7 months after I installed it. Its annoying by itself to have to return a somewhat bulky appliance, but the real issue is the INCREDIBLY bad customer service of Mary Johnson, apparently the main person over at Point And Cut who deals with customers.

In initial email to Point And Cut, I explained that the motor was making a loud noise when plugged in, but was not loading the paper. I had the device for about two years, but it had only been installed for 7 months. No problem according to their web site. "The Point And Cut is Warrantied for 3 years" it said. Click HERE for a pdf of their web site if you want. They may have changed it by now.

To her credit, Mary Johnson replied promptly, saying that I would have to pay return shipping charges of $66.30 (ridiculous). When I pointed out that the warranty was for 3 years, as clearly stated on their web site, she said it was actually a 1-year warranty with a 3-year parts warranty. She copied a bunch of stuff from their site showing this. I have no doubt it says it somewhere, but the law states that if it is a LIMITED warranty, it must state that everywhere the warranty is mentioned.

I didn't want to haggle on and on, so I told her "Fine". I'll pay the return shipping, but please bill it to my FEDEX account so I can pay $22 instead of $66.30 (ridiculous). At that point, she started asking for the product serial number, and other information, ALTHOUGH SHE HAD ALREADY SENT ME DETAILED RETURN INSTRUCTIONS. In my opinion, she clearly wasn't happy about not being able to keep the extra return postage money. At this point the unit was already boxed up and on it's way to her. Somehow I knew this fiasco wouldn't be over.

Sure enough, a few days later I get an email stating that the unit was damaged so badly in transit that it could not be repaired. I knew she'd pull something like this, so I had taken photos of the boxed unit prior to sending, and even had my FEDEX driver check out the packing. See one of the photos below showing tons of packing material and sturdy box.

In order to file a claim, FEDEX recommended getting a signed letter on company letterhead from Point And Cut stating that the box appeared to be excessively handled and was damaged beyond repair. I emailed Mary Johnson requesting this, and she simply resent her previous email stating that it couldn't be fixed. I emailed her again, even typing out the letter so all she would have to do is put it on letterhead and sign it, and never heard back.

My advice: If you're lusting after one of these devices, save yourself $300 and a lot of headache. Put the $300 into your kid's college fund or something. This is definitely a cool gadget, and I'd buy one in a second, if the company selling it were honest, and stood behind their product. My personal opinion is that the company, and Mary Johnson in particular, does not stand behind its product, doesn't care about its customers, and uses deceitful tactics to avoid supporting its product in accordance with its stated warranty obligations.

Please be advised that the above are my opinions only. I am simply describing my own personal experiences. Take it for what it is worth. I have no doubt there are many happy customers of this company. If you wish to contact me, you can write me at deelirious (at) hotmail (dot) com. Put "POINTANDCUTSUX" in all caps in the subject, or it will probably get lost in a sea of spam.