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?