Need some advice on how to handle sewing machine service problem
#31
Super Member
Join Date: Oct 2009
Location: SC
Posts: 1,909
Boy, how I hope this isn't generic to all the Janome machines! Of course, I'd wring my SMG's neck if he DARED do me like that...and the beauty of it is, he knows it! She's had your baby long enough to have made twins out of her...go get her and bring her back home! And then call Janome and cuss them out as well! There had to be a nerve there that will get Janome off their high horse...they could be in a little bit of a situation if we all got tired of their attitude, couldn't they! Maybe they have to go the way of some other machine companies before they realize what they SHOULD have been doing...
#32
O.K. final update and you won't have to hear me complain. I contacted the owner and surprise I got a call an hour ago from the serviceperson that my machine was done and I could pick it up at her home.
My baby is back home I am a happy camper. Now I have to learn to use it all over again.
Thanks everyone for your support.
My baby is back home I am a happy camper. Now I have to learn to use it all over again.
Thanks everyone for your support.
#34
I've taken my Janome 9000 in to be fixed twice in the last 2 years and it's next to impossible to get it back in the condition it was in before the problem. They argue with me and I have to take it back multiple times to get it right. I get so discusted with them but finding someone to work on them is impossible. This man only comesin 3 days aweek and I have been without my machine for weeks at a time. I understand your flusteration. I would pick it up and take it the 2 hours away if they know what their doing and be sewing at no time.......
#35
Senior Member
Join Date: Jan 2012
Location: Texas
Posts: 653
Don't forget facebook, too. Companies don't like it when people give negative reports on facebook.
#37
I think there is a middle ground here. I would go in, explain nicely my issue. As I read this the issue is - my machine has been here since __date__ for what started out to be a simple repair. I've been very patient, but I bought this machine so I can use it. I understand you are only here 1 day a week and that perhaps this has turned into more than you feel comfortable tackling. __the other shop__ will take it if you feel you are in over your head on this one, if not, can you do it now and I'll come back in an hour to pick it up.
that's my thoughts - you would still be kind, not angry, offering a option, setting a deadline. Your project deserves to be pushed to the head of the list. A now statement is fair and reasonable.
I think sending your husband would be a mistake since this is also a quilt shop you apparently like. If he gets angry and causes a stink, you might hate showing your face there again. Also the fact that you can stand up for yourself in a calm and reasonable way will show them that you deserve and expect to get what is fair and you will not be walked on so don't think you will turn me into a doormat on other things as well. This event will set the tone for future transactions such as defective fabrics etc.
that's my thoughts - you would still be kind, not angry, offering a option, setting a deadline. Your project deserves to be pushed to the head of the list. A now statement is fair and reasonable.
I think sending your husband would be a mistake since this is also a quilt shop you apparently like. If he gets angry and causes a stink, you might hate showing your face there again. Also the fact that you can stand up for yourself in a calm and reasonable way will show them that you deserve and expect to get what is fair and you will not be walked on so don't think you will turn me into a doormat on other things as well. This event will set the tone for future transactions such as defective fabrics etc.
#38
I had a a similar situation at my dealer, not a Janome dealer, but a name brand. After buying 2 expensive machines over the years and many other go with its, I took the older one in for cleaning and was told 2 weeks +/-, they would call. I hadn't heard at a month, called and was told...it would soon be ready. One wk later I called and it was "just done". Upon picking it up, was told it was nearly worn out and to run it till it dies....wouldn't do any stitch but straight for them??? what? It did when it went in. Well, it is still running and doing ALL kinds of stitches 3 years later. Haven't been in that door since!!!
#39
I wouldn't send my husband. He probably wouldn't be a knowledgeable about the problem as you. Plus it's easier for her to "snow" someone that doesn't know the whole story and may not know as much about sewing machines. Confrontation isn't easy. I don't like to do it myself. But there comes a time when you just have to put on your big girl panties and do it.
#40
Super Member
Join Date: Apr 2012
Location: Texas
Posts: 2,369
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
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
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