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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?!?

  11. #11
    Super Member scowlkat's Avatar
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    Write to the CEO and include a copy of the letter you are sending to the local newspaper, the newspaper where the CEO is located and the names of the tv reporters in your area who investigate consumer problems! Bet you get a more positive response!

  12. #12
    Super Member lovelyl's Avatar
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    Quote Originally Posted by scowlkat
    Write to the CEO and include a copy of the letter you are sending to the local newspaper, the newspaper where the CEO is located and the names of the tv reporters in your area who investigate consumer problems! Bet you get a more positive response!
    :thumbup: :thumbup: :thumbup:

  13. #13
    Senior Member CarrieC's Avatar
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    I like the idea of going "public" it seems to me that some sewing shows are sponsored by SINGER (I can't think of any but I bet others can) maybe you should copy your letter(s) to Singer and their CEO and then send a copy to the sewing shows and ask for help too.

    BBB - is here in America too - contact them with copies of everything.

    I am so sorry for you. The saddest thing is they are treating you like you've no clue.

    I know as I begin looking for an affordable (not a professional level) long arm I won't consider this model.

  14. #14
    Super Member Annie68's Avatar
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    So, does it work well with polyester thread? Just curious.

  15. #15
    Super Member DonnaC's Avatar
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    Actually, there's no rhyme or reason to when it works and when it doesn't. Mostly I've had problems with cotton (quilting) thread, but sometimes with poly as well. It's a very finicky machine.

  16. #16
    Power Poster sueisallaboutquilts's Avatar
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    I feel so bad at how you're being treated :(
    They're the lunatics, not you!!!

  17. #17
    Super Member Lori S's Avatar
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    It is mind bogeling that any company would sell a machine so Picky about the thread , when they advertize all of the versatily of the machine.
    This is horrible how you have been treated , I certainly would not go quietly into the shadows.

  18. #18
    Power Poster dunster's Avatar
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    When you say cotton (quilting) thread, do they realize that you're not talking about the coated cotton thread that is meant for hand quilting, and should not be used in any sewing machine? Sometimes that thread just says cotton quilting thread, so it is confusing.

  19. #19
    Senior Member QuilterGary's Avatar
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    I had trouble with the first Pfaff I bought. No questions ask they gave me a new machine and I have had no problems with it. It is not the sale that makes you money it is how you treat the customer after the sale.

  20. #20
    tmg
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    Senior Member tmg's Avatar
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    So sorry you are having so many problems dealing with these people. I hope it gets resolved soon.

  21. #21
    Super Member DonnaC's Avatar
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    Yes, I do know the difference between cotton hand-quilting thread and cotton machine-quilting thread. I've never put hand-quilting thread in the machine... I wonder if that's what they are thinking also? Well, I doubt they would believe me anyway.

  22. #22
    Senior Member Jennie and Me's Avatar
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    Doesn't put the new Singer machines in a very good light, does it? However, I haven't heard/read very many good reviews about the quality of their machines for quite a while. :thumbdown: But I love my vintage Singers! :thumbup:

  23. #23
    Super Member athomenow's Avatar
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    Contact Better Business Bureau, Attorney General and if you have a news station that goes after this kind of thing you might want to contact them. I would also tell the company that you belong to quilt quilds, forums and numerous other places where quilters gather and discuss machines. It's not in their best interest to piss off thousands of women looking for machines to buy. We are the largest age group of consumers and you'll have to get very vocal in lots of places to grab their attention. If you have friends who would write emails they could also say they were interested in the Singer name until they saw your problems with no resolution from them.

  24. #24
    Senior Member Yellow Bird's Avatar
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    Don't forget to post on Facebook, Twitter, and any other social network you can think of.

    Also write letters to quilting magazines, post reviews wherever you can.

    If you have a reference number on your correspondence with them - use it so people know you aren't blowing smoke.

  25. #25
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    I am so sorry to hear your troubles. I personally wouldn't have a Singer machine if they gave it to me. There is no excuse for their condesending attitude, and I feel really bad for you. There is also no excuse for their attitude and the fact that you have had to send your machine back so many times. I have had my machine for over 10 years and she had to go to the hospital once, and that was user error. She is not a Singer. For the expensive price tag, the machine should work for many years.
    Sue

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