barny

SHE ONLY WORKS ON THURSDAY? She wouldn't touch my machine another time! I would go get my machine!!!!!

debquilts2

I would call the dealer of the machine and talk to customer service and tell them what is going on to so they know about this repair person. And I would go in person to because people just are so lazy they take there time however that may be. Let them know you will not bring in your machine for repairs again because it took to long.
Deb

luvstoquilt301

Janome totally sticks up for the dealer....hard to get them to admit the dealer did anything wrong. My local guy mailed my machine off to Janome without my permission. He said it was a repair that is impossible for a dealer to make. I found out when I called for an update. I then called Janome and talked to customer service.

She grudgingly admitted he should not have done that. I said FINE--just mail it back to me so I can get it fixed where I want. Said she cannot do that. WHAT?????????? She mailed it back to the dealer who then mailed it to me. Waste of time and money.

The outcome was that the dealer did not get a cent out of this and had to pay to mail me my machine. I hope he learned a lesson in all this to COMMUNICATE with the customer.

I will be writing a letter about this whole experience. My good friend refused to buy a Janome in our area because of this guy. He has a terrible reputation.

I understand supporting dealers but what about the customer?

happyquiltmom

Wow. So glad all my machines are non-computerized, so I can work on them MYSELF! Yikes!

Crqltr

My 6600 did the same thing..they had it ready for me the next day..good to know I bought from a good dealer, the sticthery in Howell. I would be ready to blow if it were me. I agree with going right to the owner, if not happy with that, drive the two hours and get it done right! They would not be getting my business again.

ArtsyOne

I am so sorry this is happening to you. Like you, I avoid confrontation wherever possible. In this case, I would send my husband, and he would speak to the owner of the shop. In any case, the repair shop should always keep you informed of the status of your repair - even if you call them every day, they should speak with you. I'm keeping my fingers crossed for you that all will be well soon.

BellaBoo

It makes me angry that the machine head company (all of them) will not step in and resolve obvious dealer problems. Customer service seems to be customer run around. If I was thinking of buying an expensive machine I would not focus on the machine but the dealer. Remember this: No dealer I know will not take back a machine once you bought it. Do your homework: How long the shop has been in business, references from past customers, who does the repair, contact info of district rep, exactly what the warranty provides, itemized repair bill provided, and I'd make an appointment to sit down and discuss this with the owner. If they seem hesitant then walk away.

Everyone needs to be vocal when it comes to their money going into someone's pocket. Believe me the dealer isn't afraid to hand you a bill.

skowron5

Here is the latest update. I called the LQS to see if the owner was in so I could go talk to her. They lady that answered said she was not in and are you the lady that keeps calling on your sewing machine. I said yes you told me yesterday you would let me know what was going on. She then said she talked to the serviceperson yesterday and that she was working on it and it will be done today. She said you don't need to keep calling we will call you when it is ready. I said if you had returned my call yesterday like you said you would I wouldn't have bothered you.

She then said you know the serviceperson had surgery and that is why it is taking so long. I said I am not a mean person and if I had been told that I would understand and not have bothered anyone. I talked to the serviceperson last Thursday and she didn't say anything about surgery. Of course it may have been an emergency, but wouldn't a phone call from someone been the right thing to do?

Hubby is going to pick it up if I get a call that it is ready because my days at that shop have ended. Like I said I worked in customers service for over 40 years and I know how important communication with the customer is.

It is almost 1:30 here and they close at 5. We will see what happens.

Raggiemom

I hope you were able to pick up your machine. I agree, just let the customer know what's going on. Most of us are pretty understanding. However, if no one tells us what the problem is, it's very frustrating.

BellaBoo

If you had surgery and said sorry, I can't pay you but I will pick up my machine. Would the owner just take that as a good excuse? I doubt it. The owner should have stepped in and taken control of what needed to be handled. Word of mouth will make every small shop owner a better one or a shopless one.