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Wizard support fee

Discussion in 'The Grumble' started by Hazany, Mar 4, 2019.

  1. Hazany

    Hazany CGF II, Certified Grumble Framer Level 2

    All day we have been struggling to make our Wizard 8000 work to no avail. The computer had to be rebooted with the original discs (took hours) and now it is asking for a "product code" for the Mat Designer 6.1.
    Wizard has decided to charge $150 per phone call or we can buy a service plan starting at $75 per month.
    I called to ask about the product code but any info will cost money now.
    I can't deal with this. Anybody else in the same boat?

    Thank you for your help.
    Bruce Hazany
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  2. alacrity8

    alacrity8 MGF, Master Grumble Framer


    That is the first I've heard of this change.
    I know that we did pay a fee, a few years ago, to set up an account on our used Wizard 8000.
    That was a one time fee.
    If their policy has changed, many people will not be happy.
  3. Hazany

    Hazany CGF II, Certified Grumble Framer Level 2

    Their policy has changed.
    Has anyone else had to reboot their software? It looks like the computer comes with Mat Designer loaded on it. We had an error message this morning we couldn't resolve. We decided to start from scratch and upload all the discs. We didn't know that without this product code we can't proceed and cut mats.
    I am very unhappy.
  4. snafu

    snafu MGF, Master Grumble Framer

    That's bull sh*t.
    It's like buying Windows 10 and having to pay to activate it.

    I've had good luck with customer service problems on twitter. The last thing they want is public complaints on there twitter feed

    post complaints here
    @WizardCutters #wizardcutters

    MATTHEW HALE CGF II, Certified Grumble Framer Level 2

    We lease our 9000; support has always been included in our lease, and usually pretty hassle free.
  6. wpfay

    wpfay Angry Badger

    As far as I know tech support at Wizard has always been pay to play if you don't have a service contract or the machine is a lease.
    I buy an annual service contract that runs $100/month that covers everything except parts that wear out from normal use (hose clamps, blades and holders, etc.). This comes in very handy when there is a part failure. The piece is replaced via second day air and they walk you through installation. I have had to replace the head 4 times and the gantry once. those are all incredibly expensive replacement parts.

    For a bit more you can have a tech come to your shop and spend up to 4 hours tuning up your machine. If they get done in less time, they will teach you whatever else you want to know in the remaining time.

    I don't know why this comes as such a surprise. The other CMC manufacturers have been charging for their support from the onset, and from what I hear, it's not nearly as good as Wizards.

    Perhaps if you were to email Wizard and explain the situation they would email you the install code. It's worth a try.
  7. Joe B

    Joe B SGF, Supreme Grumble Framer

    Wally, I'm not meaning to be disrespectful but replacing the head 4 time and the gantry once, all I have to say is I'm really glad I bought a Valiani, I haven't had to replace head, gantry, or anything else and my machine gets lots of work. I would say that Valiani's tech support has to be at least as good as Wizards so I believe that you have heard wrong. I do pay for the annual service plan which I am happy to do though I don't have to use them often and when I do it generally is asking simple questions because Valiani's User's Guide is not the best.
  8. snafu

    snafu MGF, Master Grumble Framer

    I understand a fee for tech support but NOT for activating the software. That's bull sh*t
    Joe B likes this.
  9. Pat Murphey

    Pat Murphey SPFG, Supreme Picture Framing God

    It was fixed (see the other thread) by an explanation to a supervisor...
  10. snafu

    snafu MGF, Master Grumble Framer

    Call and demand the product key. That doesn't sound like a fix to me.
  11. Pat Murphey

    Pat Murphey SPFG, Supreme Picture Framing God

    It was a fix to his problem. You can argue separately on paid product support.
    shayla likes this.
  12. MitchelC

    MitchelC MGF, Master Grumble Framer

    A customer of mine who is a lawyer is looking over the matter. I told him when I purchased my Wizard CMC there was NO charge for phone calls.... which is why I decided to buy a Wizard CMC. Now, all of a sudden, they want to stab me in the back! My lawyer's "opinion" on the situation is in my favor. Talk to a lawyer!
  13. Rick Granick

    Rick Granick SPFG, Supreme Picture Framing God

    Perhaps those who purchased a machine when the support calls were free should be "grandfathered" into that policy.
    I would certainly favor that.
    :cool: Rick
  14. shayla

    shayla WOW Framer

    Bruce, did you buy it from Wizard, or used from another source? Also wondering if you've had it for a long time, or just purchased.
  15. bobtnailer

    bobtnailer CGF, Certified Grumble Framer


    I bought a used Wizard 8000 a few years ago. The computer that came with the cutter was in horrible shape, so I bought a new PC. I called tech support, and they spent a good bit of time over the next week walking me through the software and hardware. There were a few consumable parts that had to be replaced from the start, and the tech (I think it was Mo) took care of the whole thing for me.

    I've had to call them a couple of times since then for help with software features, and they've been incredibly helpful.

    They never asked for money when I called...maybe they knew I was broke. <shrug>
    shayla likes this.
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