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Wizard now charges $150 to answer a question

Discussion in 'The Grumble' started by Hazany, Mar 5, 2019.

  1. Hazany

    Hazany CGF II, Certified Grumble Framer Level 2

    Wizard phone support has always been great but now they won’t answer a simple question without charging $150 ahead of time. I find this excessive. Service plans start at $900 per year. If you pay $900 ($75 per month), then you can get support. You can’t cancel the plan early. What do you all think?
    Our Wizard 8000 is having trouble. It’s been a terrible day trying to fix it. I posted earlier today about the problem.
    Bruce Hazany
    Vision Graphics
    Philadelphia
     
    American Picture Frame Academy 1-888-840-9605

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  2. Joe B

    Joe B SGF, Supreme Grumble Framer

    Valiani also charges a annual service charge but it is about 1/2 the price of what you say Wizard is charging. The big difference is that I have never had my Valiani break down in the 8 years I have had it.
     
    Jim Miller likes this.
  3. MitchelC

    MitchelC MGF, Master Grumble Framer

    Stab in the back! When I purchased mine, there was NO charge. Now, they are trying to catch up their lo$t. I have a Wizard CMC 8500e and "was" going to buy a Wizard 9000 before 2020, but, it just died. I called a few days to ask a "simple question" about a simple problem also. But, when they wanted to charge me $150.00 bucks, I hung up on them and figured out the problem on my own. My next purchase WILL be a Valiani. Wake up WIZARD. You just died in my book!
     
  4. Hazany

    Hazany CGF II, Certified Grumble Framer Level 2

    All the years we have had a Wizard, our average conversation with their help desk is 5 to 10 minutes. $150 per call is way too much.
    I am about to pay them though because this time we can't get the computer to work at all.
    The reason we can't get back to normal is that the original disc with Mat Designer was never given to us when we bought the machine!
     
  5. framah

    framah PFG, Picture Framing God

    Hazany... I'm sure someone on here would have that disc that hey could "lend you.

    I have an Eclipse so I can't help you but also, my Eclipse also has had no problems.

    Also check out the guy who supports this site who is an expert on CMC. I'll nose around and see if I can find his ad.
     
    Dsigr likes this.
  6. framah

    framah PFG, Picture Framing God

    shayla likes this.
  7. Hazany

    Hazany CGF II, Certified Grumble Framer Level 2

    Thanks I will call them.
     
  8. Jim Miller

    Jim Miller SPFG, Supreme Picture Framing God

    Hi Joe, It's the same story with my 2007 Valiani MatPro150ix. However, I've paid the annual fee in order to get early notifications sbout new features, accessories, stock image & cutting files, and software updates. And it's reassuring to know I'll get the best-possible service, just in case I ever need it.

    I sold my shop 4 years ago, and that 2007 Valiani is still going strong. The new owner hasn't signed up for the program (against my advice), but I trained him and kept the machine adjusted and well-maintained for him, until he was able to do it all for himself. He says he'll sign up when/if the machine needs help, but to be honest, I think getting the newest version of V studio would be worth the annual fee.
     
    Joe B likes this.
  9. Cliff Wilson

    Cliff Wilson SGF, Supreme Grumble Framer

    The $75/month plan lets you get tech support, but parts are a la carte.
    I was told at WCAF that Wizard also has a $100/month plan, but any parts are included.
    I have owned my Wizard 8000 since 2003 and haven't had any problems, but it IS getting a little "long in the tooth" as they say.
    Have been trying to decide what to do. Service Plan, or get new.
    I'm getting a bit "long in the tooth" myself, so I would be unlikely to use a new machine long enough for a clean break even point on the investment.
    So, I'm thinking either 1) I hang on with what I've got long enough to get out (retire/sell), or 2) I get on a rental program.
     
  10. Hazany

    Hazany CGF II, Certified Grumble Framer Level 2

    Framah,

    Thank you so much for helping me today. The CMC Doctor (Mark) was very helpful and knowledgeable. He said to ask for a supervisor and demand they give me the product key. I didn't need advice - I just needed the license code for the original purchase of the machine.
    First, Wizard said that the product codes change and I need more than that, etc. However, the supervisor emailed all the info we needed. We were able to make the CMC come back to life for free.

    I also learned that if something major goes wrong, my business insurance should cover equipment failure.
    Bruce
     
    Dsigr, Jim Miller and David Waldmann like this.
  11. David Waldmann

    David Waldmann SGF, Supreme Grumble Framer

    ...less your deductible.
     
    shayla and Jim Miller like this.
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