Cutter Electronics

I cant answer your question as I’m in Australia. I went through there ordering process on line and got all messed up with it when I wanted to order on line and pick up from the shop. I just go to the shop now when I can and buy across the counter. Matt is very helpful and has a very quick sleeper turbo Gemini.

Hi,

Thanks, I’ve posted my question(s) to them on their website. I’m hoping that they have an option for including tracking, because I was googling, and it seems like tracking is a free option for international shipping on Aus Post.

When i did my group buy I chose postage without tracking, since it was free.

Got to NJ in 8 days. Extremely well packed.

I think that it’s free shipping if the order is > $149, but otherwise, it was $14 for “Airmail (no tracking number)”. I wouldn’t mind the $14 if it included tracking, but seems kind of high w/o tracking.

They haven’t responded to my questions yet.

My only real beef with them us they can be very slow to respond to emails. They do eventually but it can sometimes take weeks. I’m still waiting on LEDs I ordered in February that were shipped wrong bin. A month went by before Mark was convinced there was even an error. I sent them back and by the time they received them the ones I wanted were out of stock. Last email from Mark was 2 weeks ago. Good people with good products but I’m glad I’ve got IS nearby instead.

Dredging up this thread with appologies to MRsDNF but it is now July and my order of February has not arrived. Correction, the correct order has not arrived. Once in a while I get an email saying to expect them to ship in a week or ten days. The last email was a month ago(from them). Fed up, I sent them an email a week ago requesting a refund on the parts not shipped but haven’t heard from them. This is pretty abysmal. They have great stuff, often unavailable elsewhere but I can’t do business with a company that is this cavalier about customer service. My worst experience with either DX or KD pales in comparison. If any of the Aussie members here ever drop into there store, could you kindly ask them why they ignore their customer service issues. Scratch that, neither I nor I suspect anyone else cares why a company gives poor service, we only want service for payment rendered. It’s a good thing the led for my contest build came from the reliable folks at IS or there would have been no build at all. For a long time now I’ve given them the benefit of the doubt, hoping they would eventually ship my order but really now, 6 months? Really?

Hey Rufusbduck,

OP asked me if I could try to straighten things out, if you like, send me an email, matthew.rees@cutter.com.au
We have a couple guys on holidays ATM, so my time at my desk is pretty limited, I’ll get back to you as soon as i can but it might take me a day or two.

Cheers,
Matt

Sent

Hi and a big welcome to I Love Lamp. Your a brave guy coming here.
I’d like to thank I Love Lamp for jumping on board here and helping one off our members with an issue he has with Cutters where he works. I hope your broken arm heels quickly. You are one off the toughest people I have met to get to join this forum. They will let me out off hospital in a week. Thanks and Cheers. :wink:

Whistling, twiddling thumbs.

On Aug 5 they emailed me asking what to do to resolve this within the week and since they weren’t going to get the correct emitters would a refund or other emitters be ok. I said fine just fill the order with all T6 3D’s (10 instead of 5). It’s been 3 weeks since I sent that email without a peep from them. I guess it was too much to expect that they might do something for a change. They’ve always been very nice but the time between contacts is excessive to say the least. Since this all started I’ve had four IS orders, 3 Digikey orders, 2 IO orders, 1Dx order, and 1 Mouser order, ordered, confirmed, shipped, and received in full and at no time in the last 5 years of modding has any vendor been this slow to respond to each and every query about an order. It has now been almost 7 mos and response time has run from 3-5weeks. Without a doubt Cutter has some of the finest products available and I would much rather give them rave reviews for their support but they have to earn it and have not done so.

For comparison,
On the 17th I ordered 3 separate items from Kd and last night (26th) received an email notification that one of the items was no longer available and would I like a refund or some other item. I responded that a refund for the unavailable parts would be fine but to go ahead with the rest of the order. Less than 12hrs later I received notice of the correct refund both from KD and PayPal. That’s how it’s supposed to work boys and girls and at this point it would not surprise me in the least if (slow as they are) KD were able to get the rest of my order to me ahead of Cutter. What possible explaination can Cutter have for dropping the ball month after month (repeat 6 x).You’d think they’d get this done just to shut me up. They must be sick of me by now, I know I am.

Thanks for the update Rufusbduck. I find it really disappointing when this type of thing happens. If there is any update could you please let us know.

Hi Guys,

Not an attempt to cop out, because I/we have definitely let you down here, but I have replied to your emails a couple times, once on the 8th August replying to your email on the 6th, and once on 23rd August, replying to your email on 22nd.
Though i have not replied to your emails earlier this month, it seemed obvious that you were not receiving my replies and i completely didn’t think to contact you via BLF until today, (for some reason the new post notifications didn’t come through either so i guess i didn’t set that up properly or something)

I will PM you including copies of my emails, and wait for your reply, whether it be to my email, or a PM here.

There’s been nothing in my inbox or bulk mail but I’ll take your word for it so no need for copies unless they include information I should be aware of. I just want to finish this. There have been several times since February that I was hoping to use this order but had to spend more money elsewhere to get LEDs. I’m fine with pm’s as long as they get answered in a timely fashion(within 24 hrs) as befits a company seeking to maintain a good reputation. When you pm me, I will respond and hopefully we can resolve this soon. I’m sure this whole thing was not supposed to work this way but maybe some good can come of it.

Hi Matt. Do you have the 5000K MTG-2’s in stock yet?

Yes we do, I’ll stick a couple aside for you.

Matt

Thanks.

Matt and I have exchanged a few pm’s and it looks like a conclusion is at hand. I’d like to thank him for being proactive in this matter. It was very refreshing to communicate back and forth to get this done. Thank you Matt and thank you MRsDNF for your help in bringing this to their attention. Cutter is back in my suppliers list. :bigsmile: Glad because they have things available nowhere else.

Timing is everything. Today was my 54th birthday! Woohoo!