I’m working on a yucca-and-others armature kit. It involves hand-tearing a lot of brown paper into narrow strips. One of my best-practice recommendations will be to watch a movie (that does not require eyes glued to the screen) or better yet, listen to podcasts. As of this writing, I’m listening to S-Town, again.
My husband’s employer was hosting a TSA Pre certification opportunity, so after we enrolled, he cut work early. After a pleasant luncheon in the Presidio, we took a stroll through the Legion of Honor Museum, where this very antique clock caught my eye — hence the S-Town reference. If you’ve not listened to this brilliant piece of true life storytelling yet, I encourage you to do so. I promise it will simultaneously break and uplift whatever is left of your tender, jaded heart.
Here’s one of my latest exchanges with the wonderful customer support worker bees at Cricut:
Nancy Enge: Any progress with the SVG import capability?
Nancy Enge: My experience says no.
*** Deepak joined the chat ***
Deepak: Hello Nancy
Deepak: We are still working on it.
Nancy Enge: Hello Deepak
Deepak: Let me try from my laptop.
Nancy Enge: Try what?
Deepak: Uploading that image
Nancy Enge: Deepak, don’t waste your time
Deepak: Yay!!!
Deepak: It is uploading on my laptop
Nancy Enge: Yay what?
Nancy Enge: That is just normal technology
Nancy Enge: As you can see: a mess
Nancy Enge: All of the score line lines are thrown hither and thither
Deepak: We are continuously working to provide better user experience.
Nancy Enge: Of course you are
Nancy Enge: I did not mean to imply that any of you are slacking
Nancy Enge: Especially you customer support staff
Deepak: :)
Nancy Enge: I was just checking in on this most troublesome problem we have encountered
Nancy Enge: for the last few weeks
Deepak: You know today I got an user who is not able to upload an SVG image, I tried it on my laptop.
(04:12:36 AM) Deepak: It didn’t work.
Deepak: However I tried your image, it worked.
Nancy Enge: Welcome to my world
Deepak: So I was so happy.
Nancy Enge: Hehehehe
Deepak: :)
Nancy Enge: Simple SVGs work
Nancy Enge: It’s those with lines meant to be score lines that are problematic
Deepak: Yeah, you are right.
Nancy Enge: Why this is the case, I have no idea
Nancy Enge: I am a designer, not a software engineer
Nancy Enge: Dammit :)
Deepak: I am not sure with whom you you talked. I have your image and photo, I will show it to our product specialist
Deepak: Next 2 days is my week off.
Deepak: I will update you by Monday.
Nancy Enge: Thank you, Deepak. I have talked with three of your brethren to date
Deepak: I have already saved details.
Deepak: I will drop an email on Monday after checking with him,.
Nancy Enge: I know those of us who upload our own designs are Cricut’s minority users, outliers…
Deepak: For us everyone is important.
Nancy Enge: We would all like to believe that :)
Deepak: There are some technical bugs; we are actively working on it. We are not in the business of selling machines. However, we are in the business of winning hearts.
Deepak: I will surely get back to you on Monday.
Nancy Enge: *cough*
Nancy Enge: Sorry, I’m laughing so hard I almost spilled my drink
Deepak: :)
Nancy Enge: I appreciate your efforts on our behalf, Deepak.
Deepak: Thank you so much! :)
Nancy Enge: So, I’ll keep trying
Deepak: For your inconvenience I am adding $10 Store credit to your account.
Deepak: Using that you can purchase digital cartridges.
Nancy Enge: Ugh
Deepak: It will reflect on your account within 48 hours..
Nancy Enge: Thank you, though
Deepak: You are welcome
Deepak: Is there anything else I can assist you with today?
Nancy Enge: No.
Deepak: Have a great night
Nancy Enge: You, as well.
*** Deepak left the chat ***
nancyland.com 
I understand the poor guy can do nothing, personally, to solve your issue, and I understand that all he can do is offer you this credit — but what good does it do you, when you cannot use the machine for the ONE purpose you bought it, and when this is, in turn, affecting your business?
::frustrated scream::
One of the first things we agree to, knowingly or not, is that a manufacturer is not responsible for any loss of user revenue based on the use or loss of use of their software. All those common sense grievances fly out the window in the event of a bug. It’s like the weather or something. A whole $10 credit toward something I’ll never, ever use — !? My gripe with Cricut is the way they are/were handling their acknowledgement of the problem, and communication with those experiencing it. We’ll see what happens tomorrow!
Honestly, we all have better things to do :)
So frustrating! I’m tempted to try a similar version of that line tomorrow. “We’re not in the business of selling legal services, we’re in the business of winning hearts”. Or not. Mondays are criminal court.
I greatly admire you patience and your composure during the entire exchange, Nancy. In light of how frustrating and trouble-some all of this has been, I think that you are handling it quite graciously. :)
Elizabeth S is so right here!
And companies do this with great impunity, because it would take a class action to make it worth users’ while to sue them, not necessarily because they are legally protected by those agreements we are always forced to sign.
Sending good thoughts your way, and crossing my fingers that a bug-fix will be available soonest!
I just reached the end of chapter two. Thanks for the recommendation, I’m enjoying it.
Good luck with Cricut…hang in there!
Thanks, Keli. Glad you’re enjoying S-Town! It’s just so, so good :)