Poor Customer Service?
#11
Originally Posted by Candace
You've posted this twice and I put my comments in the other one. Personally, after 11 days only I think you're making a mountain of a molehill. You wanted honestly, there it is! Many dealers can take up to 2 weeks to properly service an test a machine. Some are lucky theirs are quicker. But there may be 10 people in front of you in line with their machines for service. You get more with honey than vinegar and I think you have no reason to be upset....yet.
#12
Super Member
Join Date: Jan 2010
Location: Outer Space
Posts: 9,319
Originally Posted by ljsunflower
Originally Posted by Candace
You've posted this twice and I put my comments in the other one. Personally, after 11 days only I think you're making a mountain of a molehill. You wanted honestly, there it is! Many dealers can take up to 2 weeks to properly service an test a machine. Some are lucky theirs are quicker. But there may be 10 people in front of you in line with their machines for service. You get more with honey than vinegar and I think you have no reason to be upset....yet.
#13
You got stuck with a person who is only interested in the sales. Customer service is always expected when you walk into a machine shop and anything less than having her attention is unacceptable. I would return the new machine, explain why, and go to another Jamome dealer who will be more than happy to help you learn about your machine with some lessons and possibly sell your older machine.
It is sad that people take advantage of others. Little does this sales person know, but word of mouth goes a long way and if you express your concerns to others, her business will likely suffer.
Don't give up getting a new Janome even if you need to travel a longer distance for it. The machine is worth every penny and the service is worth more. You will be happier with a sales person who wants your business and is willing to spend some time in order to get it.
If the new dealer doesn't sell older machines, take it on ebay. Include pics and all the info and list shipping as "additional." You can also post to sell locally; no shipping.
Good luck. Nothing like a rude sales person to rub you the wrong way!
It is sad that people take advantage of others. Little does this sales person know, but word of mouth goes a long way and if you express your concerns to others, her business will likely suffer.
Don't give up getting a new Janome even if you need to travel a longer distance for it. The machine is worth every penny and the service is worth more. You will be happier with a sales person who wants your business and is willing to spend some time in order to get it.
If the new dealer doesn't sell older machines, take it on ebay. Include pics and all the info and list shipping as "additional." You can also post to sell locally; no shipping.
Good luck. Nothing like a rude sales person to rub you the wrong way!
#14
Regardless, if I buy a $5000 machine & she tells me she will help me to sell my old one, I expect her to get it done. Heck, how long can it take for that? If I'm spending $5000, I think it should push me a few notches up that line anyway. How slow you gotta be for it to take that long?
#15
Originally Posted by Candace
I hate to be the opposite here, but many dealers have a 2 week turn around time for servicing a machine. If parts are needed even longer. Some folks are lucky to get their machines back in a quicker time frame, but your mileage will vary. What I'm saying is...11 days is not a long time to test, clean and service a machine especially if others were in front of you. There may be 10 people in front of you who've brought their machines in. If this is a reputable dealer, those folks are serviced first no matter if you bought a new machine or not. I would check in over the next week but I wouldn't start getting testy about it....yet.
#16
i have to admit that my Janome dealer has me spoiled. i haven't waited more than a week for anything - not even when i turned in 3 machines at once.
still, the general impression i've gotten from reading posts here at the board is that a two-week wait isn't out of the ordinary. so that would be my beginning point.
second, i don't think the dealer would take back the new machine for anything other than a warranty issue. even in cases of warranty issues, they won't normally take it back and refund the $$$. if all attempts to fix whatever is wrong fail, they will only exchange it.
none of that means i wouldn't be irritated if i was in your shoes. i just thought you should know it wasn't likely that returning the new machine is an option.
still, the general impression i've gotten from reading posts here at the board is that a two-week wait isn't out of the ordinary. so that would be my beginning point.
second, i don't think the dealer would take back the new machine for anything other than a warranty issue. even in cases of warranty issues, they won't normally take it back and refund the $$$. if all attempts to fix whatever is wrong fail, they will only exchange it.
none of that means i wouldn't be irritated if i was in your shoes. i just thought you should know it wasn't likely that returning the new machine is an option.
#17
Super Member
Join Date: Jan 2010
Location: Outer Space
Posts: 9,319
O.K. not to belabor the point. But you're talking 9 work days. That's simply not that long. You should have asked her when you purchased the machine how long it would take to get your used one serviced and out on the floor. And perhaps had it written in the contract. Everyone commenting this dealer is a poor dealer and poor in customer service has no idea what a busy dealership entails. I would state the opposite and it's very possible she's got lots of customers and lots of machines to service because she's really great or is the only dealership in a large radius. Again, it sort of falls in your lap as to what the expectation of service should be.
My machine just went into service and it cost a LOT more than your new one. I'm on the "list" like everyone else. Because I spent a lot of $$ doesn't push me ahead of someone who paid $5,000. What's fair is fair. My tech told me as I was leaving that he was going on vacation. I'm expecting at least a 2 week turn-around possibly more!!
I would suggest in the future you get everything in writing.
My machine just went into service and it cost a LOT more than your new one. I'm on the "list" like everyone else. Because I spent a lot of $$ doesn't push me ahead of someone who paid $5,000. What's fair is fair. My tech told me as I was leaving that he was going on vacation. I'm expecting at least a 2 week turn-around possibly more!!
I would suggest in the future you get everything in writing.
#18
Can't you just go and collect your Elna and sell it on your own? Selling on consignment at a shop will probably cost you more than the 10% you were quoted anyway. If the question you were asked was "what will you take for it?", odds are that they will sell it for as much as they can and pay you only what you told them you wanted less the 10%. They may, in fact, be making much more than that in the end. It's standard parctice and is why they ask the question in that way. And do you have to pay them for the evaluation of the machine on top of that? None of that, nor the time it has taken thus far, is out of line for the shop owner.
#19
Super Member
Join Date: Mar 2008
Location: AZ and CT
Posts: 4,898
I think several of the respondents to this thread have missed the point. She's talking about the OWNER of the store, NOT a salesperson. While 2 weeks may be appropriate in some places for service, it isn't in others. In both CT and AZ, my dealers tell me in advance how long a servicing of my machine will take. The OWNER is making a big mistake and alienating her customer by not responding in good faith to the phone calls.
I also agree that honey is better than vinegar in dealing with this woman, because you're going to have a long relationship with her if you keep your 'new' machine! Acknowledge that you know she's very busy, so you think you can find a buyer for your 'old' machine yourself.
I would be worried about future help with the 'new' machine, too. Did she provide a warranty that allows you to return it? Does she give free lessons? Most sewing machine dealers include them as part of the deal when you buy a machine. My dealers in BOTH AZ and CT do that with used as well as new machines. If she doesn't, you have a lot of learning on your own. I suggest that you ask sweetly if she will give you a few lessons, but do it in person, not by phone. If you have a warranty and can return the machine AND she won't give lessons, I'd be inclined to return the machine - unless you've figured out how to use it already by yourself!
I also agree that honey is better than vinegar in dealing with this woman, because you're going to have a long relationship with her if you keep your 'new' machine! Acknowledge that you know she's very busy, so you think you can find a buyer for your 'old' machine yourself.
I would be worried about future help with the 'new' machine, too. Did she provide a warranty that allows you to return it? Does she give free lessons? Most sewing machine dealers include them as part of the deal when you buy a machine. My dealers in BOTH AZ and CT do that with used as well as new machines. If she doesn't, you have a lot of learning on your own. I suggest that you ask sweetly if she will give you a few lessons, but do it in person, not by phone. If you have a warranty and can return the machine AND she won't give lessons, I'd be inclined to return the machine - unless you've figured out how to use it already by yourself!
#20
Originally Posted by ljsunflower
Regardless, if I buy a $5000 machine & she tells me she will help me to sell my old one, I expect her to get it done. Heck, how long can it take for that? If I'm spending $5000, I think it should push me a few notches up that line anyway. How slow you gotta be for it to take that long?
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