A few months ago, Marika broke the Sidekick machine that I passed on to her. This was a shock for a couple of reasons - (1) she usually is pretty good about NOT breaking things, unlike her infamous big sister and (2) we could not, for the life of us, unjam the die and cutting plates that were firmly stuck in there.

Since I knew the machine was past the limited 3-year warranty (and I was pretty sure the warranty wouldn't have covered this anyway), I didn't even blink when B. (Holly's hubby) asked if he could take it apart. He's an amazing mechanic who used to work in a print shop so hey, who better? One quick glance and he knew what was wrong - the large plastic gear (bottom right) was supposed to be D-shaped, but had been stripped. Apparently, my 5-year old is stronger and more persistent than anybody ever imagined. I'm sure panic and desperation were key ingredients there!
I contacted Sizzix.com customer service, asking if I could purchase the large gear to repair my machine. They responded right away, but said Sidekicks weren't considered "fixable", that even their repair guys had difficulty re-assembling the machines and would I like a discount on purchasing an upgrade? They offered me the Big Shot for $59.99.
I responded that regrettably, I couldn't afford a $60 machine right now and that my 5-year old probably couldn't even power the Big Shot - the Sidekick was perfect for her size. I asked if it was possible for her to dig up an extra large gear so that we could try to repair it? I offered to pay for shipping.
The customer service rep was great - she found a gear and mailed it the next day. Since Sizzix is only an hour away, it arrived within a couple of days - but my elation turned to despair when I saw that the gear was square-cut, not D-shaped. I think Sizzix must have changed their machines within the last 3-4 years - which really sucked for us.
I was afraid I was trying the patience of the customer service rep (who seemed so nice and sweet), but I tried one last plea for help - was there any possible way she could scrounge up a D-shaped gear? Once again, I offered to pay for the shipping. She said she would try, but I didn't hear from her for a few days, so I figured we were completely out of luck. I wasn't surprised, but figured I had tried everything I could to get the machine fixed and Marika would just have to learn her lesson the hard way. I thought the matter was over.
And then... I heard back from the customer rep. She said she hadn't heard back about the right gear, so she was going to send A BRAND-NEW MACHINE RIGHT AWAY so neither of us would have to worry about this anymore. I was completely flabberghasted. I felt bad and emailed back that I was totally willing to wait for the gear, that I didn't want her to get into trouble, and was she really serious?

Apparently, she was! This adorable new machine showed up on our doorstep Saturday. Marika saw it and timidly asked, "who is this for?" When we said it was hers, she was ecstatic! Her sister, of course, was totally green with envy, because it was PINK and with a FLOWER. I'm thankful it wasn't the Hello Kitty version or there might have been some major problems!

So here's Marika, trying out her new Sidekick. Check out her look of intensity (middle picture!).

And here she is, happy again. I told her if she ever jams another die, to immediately seek help. I hope this thing lasts a really long time, because I am *NOT* sharing my Cuttlebug...
So I'm going to have to add Sizzix to my list of "top 3" companies with awesome customer service. The other two are Quickutz and Making Memories. I will buy almost anything from a company who stands behind their product 100% and is willing to back it with outstanding customer service. Sizzix was amazingly generous in this situation, since I fully acknowledged that my 5-year old had broken the machine. AMAZING. They have definitely earned my customer loyalty.
I think I just might have to go to their warehouse sale to give them some money in return. Anybody want to go with me? =)