Wacom Customer Service Complaints - page 2

I purchased a Intuos Pen & Touch Medium from them a year ago. I had a two year warranty, but even so they refused to do anything for me when the Pen Pressure stopped working. I tried the troubleshooting options before I even contacted them, but they kept making go through the same steps over and over, all for nothing. They did not refund me, replace, give me a discount, or anything. They basically said sorry and oh well. I am happy to say that I will never purchase from this company again, and they have the worst customer service I have ever experienced.

Wacom has the absolute worst customer support I have ever encountered. I have the first edition of the Cintiq Companion (Windows not Andriod) which many know is riddled with problems. I got the Companion about a year and a half ago, and the first one's charger port crapped out within a month or so. They had me send it back so they could give me a "new" one, and they ended up sending me a refurbished machine with a broken display and other problems. I emailed support and told them it was unacceptable, and they claimed it was a mistake that they didin't send me a new one. I sent that one back for another "new" one, the one I use today, and while it mostly works fine I know it is refurbished because it had a few dings and scratches on it when I first got it. It didn't end there. This Companion had to be sent out for repairs when its charger port crapped out, which took over a month while I still needed the computer for school work, and I received very little updates on its status, even when I requested such. This January, I had problems with my wifi adapter driver and display and it took so long to get a response I ended up spending hours fixing it myself. Today, the same Companion is starting to have charging problems again, despite the fact that it was repaired less than a year ago. It has been more than 3 weeks since I first sent in a support request, and I have only received one reply from support so far. I asked to be put in contact with someone in a higher position, aka a manager, but that request hasn't even been acknowledged. All I want is to send this practically-prototype Companion out for a Cintiq Companion 2, because it is cheaper now than what I payed for this one and I would hope it has less problems.

Wacom has got to have some of the worst customer service I've had to deal with. I'm on my third Cintiq Companion, due to the first to having the known charging port issues! My first tablet was shipped without my Windows key and it took two weeks for them to get that to me and only after I called and asked for a tier 3 rep.

Beyond that, every time I've had to return the tablet, getting my replacement has been short of pulling teeth! This most recent case started 3/16/2016 when I requested a replacement for the charging port issue on my second Companion. They sent me a UPS return label that day. I returned the tablet on 3/18/16 and was told they were making an exception and expediting my tablet and I'd have it on 3/21/16. The tablet didn't get shipped until 3/23/2016, after numerous calls and even a manager telling me I'd have it by 3/23/16! Now the manager told me I won't get it for 3-5 more days! All she could offer was her weak apology after telling me completely incorrect information. Every time you call you get misinformation, incompetence and the run around. It is the most infuriating company to work with. This is the first and the last Wacom product I will purchase.

I'd also like to know why their customer service reps continue to tell customers things that they can't do or aren't true?! In the past week and and half, I've talked to 3-4 different reps, one being a manager. Each time I spoke with them, I got different shipment information on my replacement order. What unacceptable service!

Absolutely horrible. I paid $2600 on a Wacom Cintiq 24" display, and accidentally broke the stand when my abusive partner pushed me into it a year later. I called support because I wanted to fix it. I didn't cars if I had to pay to get it fixed. They told me they would do nothing because the tablet only has a one-year warranty. A year later, I discovered there was actually a 2-year warranty on the tablet and requested assistance for repair. After a month of Wacom telling me to call back later or that they would call me back, a representative said that I will receive an email on when someone will come out and repair it. After waiting for literally a month for an email or call, I called them today and they told me, "My surpervisor approved the repair even though the warranty doesn't cover accidental damage, but since we do not sell Cintiq 24HD displays anymore I'm afraid we can not repair it for you."

My wacom product details.

Product:

I requested for a pick-up weeks ago, the issue hasn't been resolved yet. SUCH PATHETIC SERVICE,I am never ever buying this product.

I bought a cintiq companion many months ago. It had a defective battery charging unit. I returned it and received a replacement. The replacement had a defective battery charging unit. I returned it and requested a refund, which was refused. The replacement was a refurbished unit, not new, and it was missing all cords. I called and explained this. two weeks later I received the cord from the computer to the battery pack but not the cord from the battery pack to the wall. I called again. 5 days later I received the cord, only to discover that I had not been provided with the " product key" to activate Windows (the sticker was missing from the battery pack where it usually is). I called again. They said "we'll contact you in no more than 48 hours". Nothing. I call again, they say "we'll contact you in no more than 48 hours." Still waiting. Wacom is an unscrupulous company with the worst customer service I have ever encountered.

Ordered a cintiq 13HD power adapter with US plug. Received the power adapter, but the clip on US plug was not in the package. Basically a useless cord that does not plug into any wall socket. Contacted email support, was told to buy the plug at a reseller, despite it saying on the website that it comes with a US plug. I then called and was asked if I had looked on the webstore. Finally got it through to him that I needed the plug as the power adapter was sent without it. I was put on hold, then sent transfered to "cintiq specialist" who never answer the call. Still can't use my cintiq.

Absolute worst customer service I've ever had to deal with.

I purchased a Cintiq-Companion a few months ago and (despite it's horribly botched OS install) it worked fine for months. Then it suddenly stopped charging altogether. I did a single short search online to realize, surprise surprise! This has happened to literally everyone who bought one prior to the end of 2014. Now, when you offer to have something fixed graciously for free (because it's your own fault that it was shipped with such an egregious error to start) I feel it shouldn't take over ten days to respond to an email to ask all the questions I answered in said email, but maybe that's just me. I was told after 10+ days with a broken computer that I would receive an RMA and Shipping label to return it shortly after. Wacom's definition of shortly vastly differs from my own, and after multiple days of no help from either email or phone support (who was rude and almost incomprehensible) I have doubts that I'll ever get my tablet fixed.

Worst support, I never want to buy a product from Wacom again.

Seriously the worst customer service I have ever encountered. I have been through the longest processes of trial and error with the representative to no avail. The guy is literally on the phone googling how to sort out the problem. Clearly, everyone online with Mac OS Yosemite is having HUGE problems with their Wacom drivers being recognised / installed correctly, and it also seems as though Wacom have NO CLUE on what to do with the situation?? Still haven't resolved my issue. The guy on the phone told me he will email me a driver and to just email him if it works instead of calling... WHAT KIND OF HELP IS THAT? I SENT AN EMAIL TO HIM A WHILE AGO AND STILL HAVENT RECEIVED A REPLY....

Why put out products that state on the box they work with certain OS versions of Mac yet it clearly doesnt work on Yosemite for anyone despite the fact you have placed drivers on ur website for that OS version, even though they don't WORK! Thats the most bizarre thing ive ever seen a business do or try and get away with!!

I bought a tablet in the late 90's and it worked ALL THE WAY UP to WIN7 64bit, and it is now obsolete with no driver support on WIN7-64. I contacted customer support twice and twice they said there's we don't support that version, try going back to an older OS.

I told them I wasnt aware that when buying there products it would result in expiration. They didn't even offer to replace my tablet and communication stopped completely.

They basically told me to F myself politely...

Im found alternatives to Wacom and I'm in the choosing process. (lots of others to pick from)

I consider WACOM to be thieves because they got my money, but I have no product.
Nor did they have any concern for solving this issue.

Thumbs down and fingers up to WACOM.

I have had the worst customer service with this company. They took over a week to give me a damage report because I had to demand it. They told me they were going to give me a new unit..it even says so on my order sheet. However, I did not. Instead, they shipped back my old unit, almost battery dead. The main proble was fixed, but don't give tell me I am getting a new unit when it clearly did not happen. Also, my C disc was acting very funky to the point where I had to figure it out and fix it myself. I paid good money for the cintiq companion (when it was first sold,it was $2500), but the service is definitely not great. This is my second cintiq companion I have had in less than 2 YEARS! My asus laptop is still alive, never had to be taken into a repair shop..and it has been with me for 8YEARS. I paid less then half for the asus than what I spent on the cintiq.
I do not like to leave negative reviews, but I felt inclined to do so.

I had a very simple problem, namely that my wacom tablet (in the $400 range) is falling apart. The rubber sheet that covers the electronic components had come unglued. All I wanted was to find out what kind of glue to use to glue it back down. The only thing their customer service would tell me is to send it in. I repeatedly told Cherry the operator in Manila is that I am NOT going to send it in for such a simple task. I just wanted to talk to a technician about the problem. No matter how I rephrased the request, she kept reading the same script, totally insincere, totally robot-like, totally ignorant of even what I was saying. SURELY someone in a previously dedicated company has not been absorbed by the global conglomerate syndrome. I will try VERY hard NOT to buy another WACOM product since they have slid so far down this inane trough into incoherence.

Products purchased came with faulty stylus pen that malfunctioned within not more than 10 days of usage. It is disappointing to say that the customer service initially suggested me to simply purchase another stylus pen. That being said, I find it only fair for wacom to take responsibility in replacing my faulty product, which could barely last for 10 days. I paid fair money, its only natural and just to receive a product that is at least of usage value to me.

With absolute no mishandling of the stylus pen in any way on my side, the customer service simply love to ask if i have dropped the pen, almost desiring desperately to grasp any possible chance to deny me of my 1 year warranty.

After some ranting from me they referred me to a local wacom-authorised repair company. Guess what? They couldnt even be bothered to reply to my email which remarked critically but constructively on their service inefficiency. Merely a "no-reply" mail was sent to refer my case to the local repair comapany.

Sure they might produce useful goods but just dont expect your pre purchase service will be a smooth sailing one.

I feel compelled to leave a negative review because Wacom customer service simply disregarded my issue:

I was trying to purchase a bunch of items on their US store: store.wacom.com and each time I filled my cart and tried to checkout my cart would simply empty and I was back where I started. I contacted Wacom via email, twitter, and finally the phone.

1. Email: I received a reply within a few days that "there was maintenance over the weekend" which caused this issue. Why they would say that without checking themselves is beyond me. The email suggested I try their "trusted resellers", however this canned response doesn't check these resellers to know the spare parts and accessories can't be purchased anywhere else. FAIL.

2. Twitter. Reached out. No reply at all. Not unusual for companies who think setting up a Twitter account gives them another one-way advertising channel. These are your DIRECT CUSTOMERS reaching out. Talk to them. FAIL.

3. Phone: Spoke with someone over the phone, and while pleasant, was ultimately useless. He could see the issue, and his cart was also clearing upon checkout making it impossible to purchase anything.

He suggested the trusty reseller, to which I asked him to find me where I can buy the items I needed. He couldn't locate them.

Next I asked if I could buy them via credit card over the phone, but "they didn't do phone orders" and the only way to order product was online. I politely told him that the only way they allow ordering wasn't working at all,m and it was impossible to give them my money. (*side note, how could this sole method of purchasing product on a global online store be broken AND NO ONE NOTICED?)

The call ended with the rep "escalating the matter" internally as he agreed it was a serious issue. I got him to agree to somehow email me when the site was up as I needed the products ASAP. Of course, nothing.

Today (almost three weeks later) I tried again and got a little further into the process, but lo and behold, some of the items I wanted are sold out. FAIL.

End rant.
I'm hoping this somehow makes it through to Wacom. I've been a loyal customer for over a decade and it's a shame to see their support so inept.

lie lie lie. They tell you to wait till one day and call back. I call and they again tell you to wait till one day again. and again. no longer wacom. it now in the hands of the states attorney

Terrible customer service. They have solid products but wanted a refund for a product i returned and it's taken several weeks. I've gotten the run around even though they have had the product back for 2 weeks.

I placed a simple order on their website, 10 nibs for a wacom pen at $20 total. I do really need the nibs to do my illustration work though. 20 days later, no nibs and no apologies from their customer service.

I bought a Cintiq Companion Hybrid a month ago in NYC and its 3-in-1 cable was malfunctioning, the support team confirmed it doesn't work over the phone, while I was following the requested steps. I was in NYC when I called the customer team and it was told to me that I could request a new cable in Brazil(since there would not be enough time for the shipping in the US) via a retailer store, without any charges for the services and the shipping.
When I emailed the retailer, It was rudly told to me that the warranty was not applied to Brazil .
Now, this cable is not sold in Brazil, where I live. Not in regular stores, not in wacom retailers, not online, nowhere. Not only they can't replace it for free, because the warranty is not applied to other countries, but also I can't even find the cable if I want to pay for it.
Then, I requested an RMA, but my email was ignored. Soon, the 30-day return policy will expire, and I wish I didn't have to return the entire product, just get a new cable, but if I have to, I will return the product.

Wacom makes it hard to get the cable in the american online store, cause they only accept credit cards issued on the US.

Honestly, I have no idea how many emails I have sent to the support team who had made me wait over half an hour on the phone, has given me incorrect information and only ignore all my emails.

You should never mix customer tech support and sales! Nobody seemed in anyway interested in resolving my problem, more over they seemed to be rather dismissive of having to deal with something that was 'beneath them'. Two days of to of fro on the phone with them and my problem is yet to be resolved. Best of it was, there is no point of contact for complaints.

wacom customer service is a waste of time
Their defective pen fell apart in my hand
They had me photograph it, then find the original sales receipt (which entailed a trip to the store and quite some time retrieving the information,
Then they just lied about sending a replacement pen.
Wacom needs some competition

Great product, terrible customer service. Incompetent and sometimes rude. Wouldn't be a problem if they would ship you a replacement part (in my case, a battery cover) but I had to do an RMA that took over a month when I was assured it would be quick. I wish I fixed my brand new tablet with tape instead of going through the grueling process of calling them every day trying to get action taken. Each time, they would 'escalate it and let the person managing my case know.' Often would be told someone would follow up with me, and then I would hear nothing for a week. I honestly considered what I would need to do if I was not able to get the replacement from them, like contacting my bank to reverse the original charge.

Fantastic product, never going through their support again.

They also ignored my UPS instructions (leave at facility), adding another day to the wait.

Awful service. Told to restart, and reinstall, all of which are google searchable and unhelpful. Had a beachy person who tell me its non of their responsibility because all they can do is above, and they will only help you if you're using Photoshop and other "supported" programs. Told me that its my computer's fault. Rude, impatient, stinky service,

I've been using Wacom products for years and have always spoken very highly of their tablets.

I had a problem with the pen on my intuos 5 tablet back in November and they told me that I would need to return it to their store (from where it was purchased).

They told me that someone would be in contact with more information and I've heard nothing back despite following on with them on 5 different occasions.

I ended up buying a new pen on eBay so I can continue to work. Really not impressed.

It would be so nice if your product would even start start on my computer screen. Yes, the initiated know how.The white and blue light on the THING are so cute…… How it is that you do not supply either a hand-book or an easily accessed online video to explain how to get your product to register with my computer …….. and so on its screen ;this is beyond me! learning C++ was easier!
So, ...Is this a serious company or one baying for competition to open up from China or such? SURELY if you sell a technical product most rational people would realize that support would be needed and that idiots like me exist in their thousands, not knowing what you know and what you seem intent on not sharing.

Had similar problems trying to get someone who could actually help on the line. dialed the extension 105 and someone finally answered, but it was their shipping department.

was given another extension to dial. 144 is the desk of the head of customer care. had to leave a message.

why do they bother posting hours of operation if no one is at their desk?