Originally Posted by Cat18
I recently received a quilt back from a long-armer -- there is a hole in the border. It looks to me like the needle on the long-arm machine got stuck and the fabric ripped when she tried to dislodge it.
I contacted the long-armer by e-mail, saying "I received the quilt back. The quilting looks nice, but there is a hole in the border where it is quilted. Weren't you going to say anything to me about it?"
Her response was "Didn't know there was a hole in the border."
I e-mailed her back and even sent pictures of the tear/rip/hole. She has ignored the e-mail and I have not heard anything else from her.
What should I do?
This is so sad. It's so exciting to get a new quilt all finished. And to have it damaged already when it is brand new is heartbreaking. I'm so sorry.
I WONDER IF THE LONGARMER HAS ONE OF THOSE AUTOMATIC COMPUTER-DRIVEN MACHINES WHERE SHE CAN PUSH A BUTTON AND HAVE IT QUILT WHILE SHE DOES SOMETHING ELSE. THAT WOULD EXPLAIN WHY SHE DOESNT KNOW THERE WAS A PROBLEM. iT COULD HAVE HIT A SNAGE AND BEEN STITCHING I ONE PLACE WHILE SHE WAS OUT OF THE STUDIO.
I've been longarm quilting more than 5 years and this has never happened. (:::touching wood:::) But I can see how an accident could happen.
If this happened to me, I would have called you immediately and sent you a photo of the damge in an email so we could discuss how to fix the situation. No situation is ever made better by lies or half-truths.
Again, I'm sorry for this trouble.