willferg

I have (and love) the Martelli ergonomic rotary cutter. It started to develop some problems, though, and it wouldn't turn smoothly -- kept jamming and stopping.

After reading on this board how helpful and responsive the company is, I shot them an email explaining the problem and asking for advice. I wasn't holding my breath because I've had the thing a few years and wasn't at all sure it wasn't my fault somehow.

Imagine my surprise this morning when my phone rang and the company called asking for my address so they can send me a replacement bolt -- seems that's the problem. I will be so thrilled to have the cutter working again and I'm am very impressed that they called me to get my address so they could mail the bolt promptly.

Very good customer service!

tessagin

Have never purchased anything from them but have only heard and seen good reviews about their products and customer service. Congrats!!

gale

Good to know. Mine have consistently been skipping while cutting after just a few cuts. I use a martelli mat too, so I know that's not the problem. I can't imagine I've gotten several lemon blades. My 60mm one is harder to roll than it used to be but I can still use it.

ManiacQuilter2

Good to know who gives excellent customer service and back the products they make.

QuiltnLady1

Sound like great service -- so hard to find in companies today.

willferg

Huh, an update to this. The bolt never came in the mail, and I replied back to the email from them twice but got no response. Finally I went back to the website and put in a new request, but haven't heard back from that, either. I'm not sure if something is going on with the company or what. Guess I'll have to call...