The TL company now handles the support. There was an issue with some dealers not supporting the machines after they sold them. They have been weeded out...though a few may still exist.
I've got the same machine as Theresa, and service at the start (2009) was not good. My dealer dropped the Shirley Stitcher when she couldn't get help learning to use it. She got a qbot instead (which I also got & love it).
I finally started sending the messages from disgruntled users to Ernie at TL company...and mentioned that with the internet...one unhappy user can really hurt the company. They started making changes...they still, being a family owned company, have an issue with weekends & show times (when they are doing the show). They are working on that. You register your machine online (
http://www.tinlizzie18.com), and they then have your info saved. You don't have to be under warranty to get help...you may have to pay for parts, if needed...but if they can walk you through a fix, they will. When you request help...you do need to leave them some information:
Model number from the side of the machine, and which machine.
Where you got it from (dealer, even if no longer in existence).
Your Name, email and phone number.
When you will be able to be beside your machine, with a phone on speaker, or someone to relay suggestions.
I got a call on a Friday night, I wasn't home, so told the tech I'd be home at 9 am on Saturday morning... he called the next morning at 9am.
I have had to wait over a weekend, as they were all at two different shows...but I knew that already.
I have worked in the customer service field for over 30 years...and I think that helped when I talked to Ernie and Issac about the service issues...they knew I wasn't just complaining...I was relaying what I learned worked for me and the companies I worked for. I still consider that I am in customer service...quilting for the public.
TinLizzie18 now has learning centers around the USA...You can find more info on their website. I haven't needed to take the classes...my Lizzie is not my first machine...so I had bit of knowledge from the get go.
But as far as service... the TL company has really stepped up their game.
Nope, don't work for them or with them...just a happy TL18LS owner.
Originally Posted by
Onebyone
Most all the reviews posted about Tin Lizzy customer service have been negative. Two guild members have a Tin Lizzie and they have had nothing but trouble with customer service. One was told sorry, we can't help you, call your dealer. The dealer died a year after the machine was bought.