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Thread: Finally heard back from Singer about my Quantum L-500.

  1. #1
    Super Member DonnaC's Avatar
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    For anyone who wants to bother reading the original thread, it's here:

    http://www.quiltingboard.com/t-152172-1.htm

    Please pardon the fact that I was behaving like a petulant, screeching lunatic at the time. I was pretty upset. If you don't feel like reading, here's the short version: Bought the machine in early 2010 - it was a brand-new model. After six months, sent it back for warranty repair; another six months later, back for warranty repair again. This machine has NEVER worked right since day one.

    So today I received their response via e-mail. OMG you guys, it was worth reading for the entertainment value alone! It is truly the most condescending piece of correspondence I have ever received from any company I've dealt with. They seem to assume that I am a pea-brained idiot who does not know how to operate a sewing machine, even though I have told them (repeatedly) that I have more than 40 years of sewing experience under my belt, and am familiar with MANY sewing machines.

    I won't bother posting the whole response, but suffice to say they are focusing on the following:

    (1) Each time I've sent the machine back, it was for a different issue. Yup, right first time, folks! I have had multiple problems with this machine. Because it's a LEMON, people! What the heck does having "different issues" have to do with anything?

    (2) They are fixated on thread choice. They go on and on about the fact that the machine can ONLY use 100% polyester thread, which is thin enough to not screw up the machine and its delicate parts.

    (3) Here's my favorite little gem (printed verbatim here): "The technology of this machine is much different than a Industrial machine that has a different rotation of the bobbin hook. The bobbin hook on any home sewing machines are designed to use lighter thread. Quilting thread is another thread that is not recommended because of the thickness of the thread."

    O...M...G! This machine is MARKETED by Singer to QUILTERS. Here's a little something from the machine description on their OWN website:

    "FEATURES:

    -401 Built-In Stitches including Alphanumeric Stitches
    -NEW! Integrated Dual Feed System for even fabric feeding
    -NEW! Hands-free Presser Foot Lifter for more fabric control
    -NEW! Long Arm Design for large projects like quilting and home dec."

    It does say quilting, does it not? I am not seeing things, right?!

    So this is what they've offered to do for me... they are granting me a special 30 day warranty extension. They want me to ship the machine, again at MY own expense, to Syracuse, New York for service (because there's no service center in my area).

    Not to offend anyone here, but they can take their 30-day warranty and shove it where the sun don't shine. There's no way I'm spending more money to ship this machine anywhere.

    I think it's time to do what others suggested .... compose a very nice letter to Singer's CEO. Enclose all of my correspondence to and from Singer, and ask for resolution.

    Sorry to be so long-winded, but many people asked that I repost to let them know what happens, so I've done that here.

    Good thing I have my sense of humor today.

  2. #2
    Super Member dakotamaid's Avatar
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    "I think it's time to do what others suggested .... compose a very nice letter to Singer's CEO. Enclose all of my correspondence to and from Singer, and ask for resolution."

    I agree, go to the top.

  3. #3
    Power Poster nativetexan's Avatar
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    no service center? where did you buy it? again, would ask for postage paid label if you must mail it back. get a replacement though.
    mark yours somewhere they won't see it to tell if they sent you the same one back....

  4. #4
    Super Member btiny36's Avatar
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    Yeppers I would be writing the CEO. One more thing, if no satisfaction is given, just kindly write them back and tell them you will post on all your quilting forums, blogs, maybe even youtube about your experience and tell them you will be contacting BBB...Also here in Canada we have what we call BBB(Better Business Bureau) there you can contact them and tell them everything that has happened, how unsatisfied you are with the product...It will get posted for future customers to see the reviews.

  5. #5
    Power Poster Lacelady's Avatar
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    Since when were we all supposed to only stitch with poly thread? Does it say that in your manual?

    I like to use cotton thread on mine, though I do sometimes use poly, if I didn't have the right colour I wanted.

  6. #6
    Super Member LyndaOH's Avatar
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    I'd also consider going public in such a situation. Companies hate when dissatisfied customers speak out. I'd blog about it, if I had one, and I would call my local TV news station's consumer reporter and relay your story. My goal would be to get a full refund, and then I'd go out and get a different machine. I wouldn't hesitate to mention to the CEO exactly what you expect from them. I also might mention going to your state's attorney general's office for relief and if I didn't get satisfaction, I would do it.

    I don't know anything about Singer but I know that lemons do occur in sewing machine manufacturing and they need to stand behind their products.

  7. #7
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    So sorry this has happened to you! What a hassle! The L-500 is supposedly made in the same factory as my Baby Lock Quest Plus, which has been a trouble-free dream machine for me. This isn't the first time I've heard of a lemon L-500, but I'm surprised Singer's response was so disappointing. Unacceptable.

  8. #8
    Power Poster BellaBoo's Avatar
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    I think Singer s owned by an overseas corp. ? I doubt they care. If you can find a real Singer dealer somewhere you can get their district sales manager's info and go from there.

  9. #9
    Super Member lovelyl's Avatar
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    Quote Originally Posted by btiny36
    Yeppers I would be writing the CEO. One more thing, if no satisfaction is given, just kindly write them back and tell them you will post on all your quilting forums, blogs, maybe even youtube about your experience and tell them you will be contacting BBB...Also here in Canada we have what we call BBB(Better Business Bureau) there you can contact them and tell them everything that has happened, how unsatisfied you are with the product...It will get posted for future customers to see the reviews.
    I agree! My DH has had a couple of issues with tools- as soon as he mentions putting reviews on the web, the attitude on the other end of the phone changes!! Good luck.

  10. #10
    Senior Member 1000projects's Avatar
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    How big is the throat? Just curious.

    That model is listed on Amazon.com. It does not have any reviews yet, you may want to FIX that. Also, patternreview.com

    Even my 1950s Singer can handle cotton quilting thread. (lol) surely technology is moving foreward? All those plastic gears and stuff have some benefit?!?

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