Need some advice on how to handle sewing machine service problem
 

A month ago I was sewing on my Janome 6600 when I got an E1 error. I called the dealer and she didn't know what that was but would call Janome and let me know. She called me back and said it was a fuse and if I brought it in that day she would have it the next day. 4 days later I had not heard anything so I called and she said she was just getting to it. She called me the next day and said it wasn't the fuse but the motherboard and she would order one. About a week later I called to see what was going on and she said Janome sent the wrong motherboard and she would reorder. I called her last Thursday and she said it came in the day before and she would have it for me yesterday. I did not hear from her so I called today. She was not in and the lady that answered the phone said she would call her and get back with me. I still have not heard a word.

I live in a small town and don't understand why it is taking so long and now she has my machine and won't return my calls.

I emailed Janome and they sent an email that said there wasn't anything they could do.


I called another dealer and talked to them. They said it shouldn't take that long and she knows the lady and is a new dealer and is wondering if she is not capable of fixing it. They said they don't like to take a machine that someone else has taken apart which I can understand. They said give her another call and if she still doesn't have it done ask her if she doesn't think she can fix it. If that is the case they would take it. The problem is that dealer is a 2 hour drive from where we live.

What would be my next step. I don't want to upset this woman when she has my machine, but I want my machine.

It's easy to ignore the phone. It's not so easy to ignore somebody standing in front of you. Go there. Above all else be polite but very firm.

I agree with Scissor Queen. After this long, I would go to the store to see what the issue is.

This is what I would do also, though, to be honest, it would be very hard for me. I say this because I am shy and don't like to "rock the boat." BUT, ft it was my sewing machine, I would do it. I would also have to write out what I was going to say before I went. This would give me confidence. (Not that I would read from my script or anything...:) )

More than likely, you are not as shy as I am, and you can do this easily! You do need to explain that you don't understand what is going on and see what she has to say.

Good luck. My thoughts will be with you.

Dina

It's a brand new machine I got last August. Parts and Labor are free

It's also a LQS that I have spent alot of money at on material.

She is not the owner and only works on Thursday.

I may send my husband in. I am usually a very easy going person, because I worked in customer service for over 40 years. But I am just so upset.

I love my Janome machine but the dealers are terrible about servicing them. I wonder why? I have heard nothing but bad about them.

I would go in person and tell her to let you know NOW if she can fix it. If she stalls, ask for it back and tell her you will take it else where who can fix it. She might get the lead out then.

I wouldn't give her another chance. She's had plenty. The machine is yours and she has no right to hold it with no word. Go get the machine and all the parts and take it to someone else. This is why I bought a Viking.

I would march myself right in the store and demand my fixed machine. If you stir enough ruckus, she will be glad to fix and return it. I think I'd tell her that I'd just wait there until she finished with my machine. One more day until Thursday, then all bets would be off! I have a Janome 10001 and have never had a problem with my dealer.