OneMoreQuilt

I would call them on the telephone, unless you have a certain person you have been in contact with, I have had better luck contacting them by phone. I have always been very happy with their customer service and am anxious to hear how you make out. Good Luck!

nannyrick

I,m glad you posted this because I have done the same thing, putting too many layers in and struggling to turn the handle. Let us all know how you make out with the company.

auntpiggylpn

I Have always had good customer service from Accuquilt until recently. My value die became bent shortly after I purchased my Go and I called them and they sent me out another one and I got it within a couple of days, didn't even have to return the bad one. Recently, as I was making my rag quilt with the 8 1/2" rag die, it was a nightmare. The little pieces of metal that cut the "rag" part kept coming up and almost out of the foam after cutting each set of 3 blocks. I had to "carefully" push them back into the foam to continue cutting with the die. I sent them an email and after 3 days I got a response. The sent me a reference number and told me to send the rag die in to them, they would then send me a replacement. I emailed them back and asked if I had to pay postage to return the damaged die. I was told "yes, I do". Okay, I already paid almost $10 shipping when I purchased the die from THEIR website, now they want me to spend another $10 to send it back to them. With just a few dollars more, I could go buy another die from Joann's! (not the rag die though, it is $49.99!) I wrote them back and told them to forget, I would just throw the die away! Haven't heard anything more from them. Kind of peeved right now!

BellaBoo

That's not good customer service. The die was definitely flawed. I would be peeved too! DH took my Go apart to see how it worked! He knew if he messed it up I'd get a new one but it works fine, maybe better.

peggy119

I bet customer service will take care of you. They want to keep the customers happy. I was surprised when they did not take care of auntpiggylpn's rag die. I know I have sent 6 layers of cotton thru mine alot and never had any trouble. I will avoid putting 8 layers in. Hope you are able to get a replacement.

purplemem

I have to ship it back and pay $30-50 for repairs. They will pay for return shipping.

I'm thinking of just replacing with a Westminster, Overstock.com has them for $242...

auntpiggylpn

Just an FYI, I just spoke with Accuquilt on the phone and expressed my disappointment that I have to pay for return shipping for my damaged die. They are sending me a "call label" thru email, I attach it a box and send the die back, paid for my Accuquilt. Hooray!!! The lady "Renee" said they are having customers send the damaged products back now so they can examine them and try to figure out how to make them better.