Customer Service Scoreboard
I want to say that I love your product. BUT To write a support ticket is a bit complicate. There is too much boxes to fill. Sure, it help you redirecting your issue report, but it definitely made me abandon the process. Less job for you but less chance I buy this product again.
Very rude, ignorant, not willing to help. When I solved my problem without them they told me that this was a known issue, but instead of telling me that in the first place they told me my system was corrupted so I should create a new user account or reinstall the system.
After I told them I solved the problem easily and it was nothing wrong with my user account, lazy idiots then told me they are not telepaths but technicians, and they could not know about my system.
Well, they acted just as telepaths, not asking anything about my system but offered me the easiest solution for them, reinstall the system or create a new user account.
Ignorants...
By far Wacom has the worst customer service I ever had, literally no solution what so ever. Every time I give a solution I get "oh no we can't, sorry, the system not letting us, we don't ship" . They are very very limited. They can't reach the shipping department, I had to wait couple days day for the manager to show up to finally says oh sorry we can't. My item got off of stock while waiting. I end up buying it from Wacom official eBay store. They can't reach that either. I tried very hard to have my item ship to my APO address through UPS sure where the website literally state that it possible. The guy from eBay says oh no since u bought it from eBay we can't do nothing. Me as a customer I should not have to go through this. I called 100 times with no solution. This is a bad business.
I bought a Wacom Pro in September 2016 - it is in impeccable condition. Somehow the Usb port on board broke - it must be so weak - I found hundreds of people online with the same problem - and you cannot charge the battery to go wireless as the battery charges through the tablet. I am a year out of guarantee.The only solution is to buy a Universal mobile battery charger and I can't get hold of one in my country - and have to ship at great expense. The Wacom representative I spoke to online was supposed to contact me so that I could send a letter of complaint to them - he never came back to me - and I gave him tit to us at the very least. This is a KNOWN design flaw. They have fixed it in subsequent tablets - I read that online.
I spent a ridiculous amount of money on a wacom cinq pro and it has never worked...800 dollars for a paper weight...ive looked everywhere for better instructions...nada...you tube from some users helped but every time i try to use this i end up diverting back to my mouse to get my design work done in time for my client....i have spent so much time screwing around with this and with aggravating results....no palm rejection, sporadic pen calibration, so many issues....i would never recommend any of their products to anyone nor will i ever purchase a wacom product again...if you know anyone that wants this brand new piece of crap I can give it to them with the box and all the original stuff..
I can't be the only Wacom customer who has bought a 'Wacom Color Manager' to use with a Cintiq 27 QHD & Apple iMac 27. Since upgrading to OS 10.15.2 Catalina, the Wacom Color Manager Software (32bit) will not work on the iMac as it needs to be upgraded by Wacom to 64 bit.
After emails and chats with Wacom customer service :( it seems that I now have a device that is of no use at all.
In effect, I was just fobbed off and told to check the website for updates. I will give it until the end of January 2020 and then try and sell my Wacom equipment to someone who doesn't use Apple iMac.
Highly unimpressed with Wacom as a whole.
Having a horrible experience with the Wacom India team! I got my new cintiq pro with a defective screen and so i filed a case for it to be replaced. It took around 2 weeks for my cintiq to be picked up back for replacement. And ever since i have been waiting now and still i only get a response like "please wait for a couple more days till we ship a new unit". Its been a whole MONTH !
Everyone at support have their lines rehearsed and they all repeat the same thing. Like they are apologizing instead of solving my issue ! Recently the support also said that they cant do anything, I will just have to wait! Like, no responsibility whatsoever !
3 years ago, I bought a Cintiq 22HD. At the time, this machine cost me just under $2,000. When it arrived, the stand that came with it was defective. Anyone who uses a Cintiq knows that the stand is a VERY important component, and without it, the Cintiq is essentially unusable. I contacted Wacom customer service and they suggested that I send the stand to a 3rd party repair company to have it repaired. WHAT? I complained and complained. I wanted a NEW stand and I wanted it NOW. At some point I was told that they did not have any additional stands in stock so they could not send me a new one. I told them, "Fine, send me a whole new 22HD then." They responded that they did not have any more of those in stock. I said, "Fine, send me a whole new 22HD touch then." Their response, "Oh! We do have a 22HD. We will ship it to you as soon as you return the original." I had to press RUTHLESSLY to get them to cover and expedite the shipping. All in all, almost a weeks time wasted. I use the Cintiq daily for my job as a professional designer, so this was a huge loss of revenue for me.
It's now 2.5 years later and the lamp has gone out in the Cintiq. I reached out again to customer service. Since their warranty is only 2 years, (which is ridiculous compared to the warranty that other electronics companies give), my only options are to pay for shipping and the $900 dollar flat fee for Wacom to repair it (after which the warranty is only 90 days), to buy a brand new machine which is again around $2,000, or to find a 3rd party repair place to try and get it fixed. After struggling through days of back and forth with Wacom, I was leaning towards just getting a new machine altogether (which is clearly what they want based on how ridiculously expensive it is to get it repaired). I asked for some kind of discount in buying a new machine. 15%? 10%? No. I asked for free expedited shipping. Also no. It's insulting. I hate giving this company my money. Seriously guys, no other company that sells electronics at such a high price point has such horrible customer service. You treat your customers like trash. Get it together.
I cannot agree more with all negative comments - the only thing right about this company is its products but let down so badly by it's shockingly useless Customer Services, its useless website, its total ignorance supplying programmes with invalid licences, its inability to properly identify particulat models (Intuos CTH-490k) when buying spare nibs, or supplying a manual (to view only which tells you zero?) - having call centres that are so busy they're closed most of the time or too busy to take calls 24/7 - all in all a perfect example of how NOT to run a service for loyal long term clients - yours, Disgusted of Chelsea SW3 London, UK (and look at their record 42 out of 48 bad reviews... which no doubt they are very proud of - or GREAT as one of their better known representatives might put it!
I am absolutely baffled by the customer service, I don't know if I am talking to Human or a programmed robot. I have never come across such a worst customer service/support from a corporate companies. It puts to shame all the fly by night operators and the shady photo equipment companies customer service.
I have multiple Wacom products and my BT enabled intuos pro failed and there started my customer support nightmare. All the paper sent and everything smooth to the point it felt too good to be true and it ended up being that, the worst nightmare and completely put the fault on the customer.
When Wacom customer support was proven to be wrong, completely switched track and never owned up to their mistake.
Having not learned from my first experience ordered directly from Wacom, it couldn't get any better. I had to request UPS to send it back to sender as Wacom absolutely refused to allow picking up the package from UPS facility. The package will only be delivered at the shipping address and nowhere else for security reason according to Wacom logic. If I cannot be at my residence to receive the shipment, I shouldn't order the product from Wacom.
This is seriously unbelievable!!! I guess I am spoiled by Amazon customer service.
I wish competition puts Wacom out of business and it's sad to say.
Well, I was a fool for buying it in the first place because in the few months I left for it to be out before I bought it, the reviews were amazing. No issues, everything the first one had as an issue had been fixed, no worries right?
Wrong.
I bought my Cintiq Companion 2 in 2015, and when I called today to get help with the fact that the screen died this week (No backlight, no nothing), they informed me that my warranty ran out just the start of this month and that it would be 1,050$ for me to get it fixed.
Now I'm sorry, but I spent 2,500 euro at the time I got it and didn't even use it much or use heavier programs on it (Though it was advertised it could handle things like Zbrush). And a quick search online told me that there were MANY, MANY people who got the same product, that had the EXACT same issue.
So for me, this is a known issue with the model. And it is their responsibility that they are selling a sub-par product at that insane cost. I thought I was making an investment at the time, that it would last, be worth the money. But no. All I have now, is a useless machine, and no help from the company that sold it to me.
Their customer service told me there was nothing that could be done. Other than me spend another 1,000 for it. And my warranty ran out just a few days ago. How convenient.
For me, there is no guarantee anymore that a wacom product will be a lasting one. And I would advise anyone and everyone to not even think about wasting their money on one of Wacom's tablet pc's specifically, because they don't know what they're doing.
This companies customer service is shocking at best, I tried to order a replacement Cintiq 3 in 1 cable and was told I would have to look else where as the EU store don't have it in stock. I contacted the US store as they have them in stock and was told that they don't ship outside of the US how is it possible an item as expensive as a wacom tablet but are then unable to order any replacements for the poor quality cables they come with. I feel this s a ploy to take more money from me as a customer by making it impossible to rectify the fault by ordering spares and having to order a complete new tablet. I will not be leaving this issue here and will be contacting the trading standards and ombudsman service to gain more advice. I feel that the customer service is at such a basic level the advisors don't know what they are telling you or and information about the products they are charging so much for. I can see why Apple are by far the better company and also the reason companies like this one will become on existent.
I've owned 5 wacom products before, been a loyal user for years. i bought an intuos pro small, not a cheap piece of equipment but the wireless function stopped working about 6 months or more ago (seems to be when el capitan was released). I tried using it wired since then and kept searching and trying to find a fix. I tried everything suggested and nothing worked. I eventually just used it wired because I couldn't be bothered to try to get it to work. FInally I called today and spoke with a man who was very hard to understand and who was whispering. He 'fixed' it for about one minute and then it stopped working. After that he said that it was out of warranty and nothing could be done. After being a loyal customer to Wacom for 10 years and owning about 5 different wacom products, I couldn't believe he wasn't willing to send me the wireless kit to fix the issue. I will be complaining about this at any and all platforms available for their poor customer service. When I asked him if he could send me the kit to try to fix it (valued at $40) he said it was their procedure and not his decision. nevermind that getting help from them is almost impossible. He laughed when I asked him if he could ask whomever's decision it was and he laughed at me. I hung up as he spent about 5 minutes laughing and telling me it was impossible to help me. Apparently the warranty expired a few months ago but I really have been trying to get it to work for a very long time. I am not the only one who has this issue, if you search on forums many many people complain that their tablet stops connecting wirelessly. It has become a very expensive Bamboo and for the size and the price, it's been a waste of money. I will look for other solutions in the future and not give my business to this company.
I recently went through two months of the most frustrating and anger inducing process of trying to get a straight answer, or at the very least, an answer in general, from wacom regarding issues I was having with my tablet. Not only did it take days to even get a response after sending a clear email describing the problems I was having, but they started actually ignoring my emails and then email address in its entirety after a while. I had to use three email addresses. One of the people literally just told me to get a new computer. Thinking about this experience gives me physical pain. They don't know what they're talking about.
Bought a wireless accessory kit which stopped functioning four months later.
After my initial support claim was answered with a suggestion to buy a new kit for 40USD, i reminded my support contact that, as a Canadian, I cannot buy direct from Wacom (really? it's 2016 and you can't ship to Canada?)and would need to pay close to double out-of-pocket to replace a kit.
Their reply was simply to tell me that they had no idea how I managed to buy a new kit in January, when they hadn't sold that particular kit for "3 or 4 years" (a little suspicious considering their previous email told me to buy the same kit from their active website) I mentioned that there was a 1-year limited warranty on the unit that I purchased, and sent them my purchase receipt and other details. They then replied to say that a replacement kit was on the way.
That was over 6 months ago, and no unit was sent.
I continued to use the tablet hard-wired into my machine, but now I am having software incompatibility issues that are causing me to delve back in to the nightmare that is trying to work out issues with Wacom.
I have been a loyal wacom user for over 12 years now, but you can guarantee that my next tablet will be from a competitor - Apple and Microsoft are now producing high quality work surfaces, and I can't see how their customer service could be any worse than Wacom's.
First, the customer support people are like robots, they keep saying "We're sorry" and "We understand" but they're like a rubber wall that bounces off everything I need from them. MY Cintiq (a $2000 piece of hardware) isn't working properly, basically it works fine for a month and then suddenly it disconnects while I'm working without any reason (I update the drivers, changed the cables etc..) causing me financial distress and a lot of personal stress. I use different Cintiq at work and they all work fine with my computer so it's something specific to the hone that I have at home. So I sent it back twice (and I had to pay for the shipping) and both times they said, after 2 days of test, that the Cintiq was fine and they sent it back to me with the same intermittent issue. This is enough annoying but the second time I sent it back they sent me a picture of the glass of my Cintiq damaged saying that, despite the box arrived in mint conditions, the glass had this hole in the top right corner and they blamed the shipping company, asking me for $600 to repair the glass. Also, when I said that it was very strange to damage the glass that way without a single bump on the box, they said that the shipping companies change the damaged box with a new one to conceal the damage. Since the box that I sent was the official Wacom one, I wonder how UPS managed to find a new Wacom box in such a short time! So right now, not only they're sending back a Cintiq that still doesn't work, but also with the glass damaged! I don't know why, given the intermittent nature of my issue, they don't keep the tablet for more than a couple of days and send me a temporary replacement in order to identify the issue. It is obvious that, being Wacom the market leader, they don't absolutely acre about their customers and that they ignore the basic customer service protocols. I filed a report to UPS but I doubt that with the box in perfect conditions they will ever pay for the glass damage. At this point I will send the Cintiq back a third time in order to be eligible for a replacement but the whole situation stressed me a lot and made me lose any respect for Wacom.
Horrible, I bought the original cintiq android (what was I thinking) hybrid. It kept getting delayed shipment because they claimed that they were relocating thier factory. After about 3 weeks And alot of back and forth emails and calls it finally came in the mail.
I ended up trading it for a surface pro, since that I've upgraded to the surface book. I will never buy another Wacom product again.
Horrible customer service.
Received the Wacom Inkling Pen as a gift a year and a half ago. Went to use it the other day and discovered that the battery had exploded. I contacted Wacom to find out if I should replace just the battery or the whole pen, only to learn that it has been discontinued. This was fine, HOWEVER, the pen uses a small battery that is, for some bizarre reason, made only by Wacom, and they had also discontinued making the battery! It is absurd to discontinue making a battery for a recent product they've sold that requires said battery to function. This is clearly a greedy tactic to make their customers buy new Wacom products instead of being able to continue using the product they already spent their hard earned money on. Upon telling me the battery was discontinued and my 1.5 year old Inkling Pen in perfect condition was therefore rendered useless, Wacom offered a highly insincere apology and then proceeded to attempt to sell me on new products without offering any sort of discount for screwing me, and others, over. Luckily I found some replacement batteries on Ebay, but I will never give another cent to Wacom. They do not care about their customers, they only care about money.
The people are nice but literally nothing gets done when you call. They assure you changes or things will get fixed, but it won't. I have called 4 times and gone back and forth with 5 different customer service reps through email to correct my address in their system and they still haven't made the changes.
Worst customer service. When spoke to they guy on the phone regarding the free software that comes with the tablet he was really nice, but then he asked me to provide some information via email. I sent at 3 emails with all the information he requested and never got any answer.
I paid 2,000 dollars for a tablet, and I can't get the free software that comes with it? unbelievable!
unfortunately my cintiq 13hd stopped working.
i called the italian line and a really nice agent helped me to find out what was the problem.
i waited a bit for the swap unit to arrive but I was really happy to be able to start to work again!!
thank you to the wacom team for the service and the kindness
I bought my Intuous Pro in December 2013, and had trouble with it, but customer service walked me through the set up, and it seemed to work okay.
Off and on for the next nine months it worked for a while, then a day or two later it didn't, or I'd get an error message the tablet driver wasn't installed.
Now the tablet doesn't recognize the pen, but it does respond using my finger. So now I'm going to invoke the two-year warranty and get a new unit.
Remember folks, if you have complaints that the company doesn't respond to, just contact the Attorney General in your state to file a consumer complaint.
Had problems with connection and buggy responce with my "bamboo pen and touch" tablet, went trough a conversation where I described the problem and the Wacom costumer service helped me out with several approaches for installment of drivers, emtining of system folders for the tablet ect . (everything step for step, when the normal installment didn't fix it they gave some extra options)
In the end it was the tablet itself that was broken, sent it in to the site I bouht it from (an electronic onlinestore, not wacom in my case)and the warranty still applied so I got it refunded to buy myself a new tablet.
I am very pleased with the follow up of my email, and they're responses was customer and "beginner" friendly and had a tidy approach,
I was replied to after about a day ,and after the process had started the frequency of their responce were faster!
All in all pleased customer :))
I recently purchased a Tablet for our business, When we got home Wacom customer care had called and wanted to vertify the purchase, We do appreciate you doing that, Make us realize you care, I have and older large Wacom tablet, it doesn't have a driver for a 64 bit so decided to get a new one, From looking at your info on line, looks like I will be a happy camper. Thanks for calling to be sure it was us, John & joyce Griffin
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