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Thread: Poor Customer Service?

  1. #26
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    Quote Originally Posted by PatriceJ
    i have to admit that my Janome dealer has me spoiled. i haven't waited more than a week for anything - not even when i turned in 3 machines at once.

    still, the general impression i've gotten from reading posts here at the board is that a two-week wait isn't out of the ordinary. so that would be my beginning point.

    second, i don't think the dealer would take back the new machine for anything other than a warranty issue. even in cases of warranty issues, they won't normally take it back and refund the $$$. if all attempts to fix whatever is wrong fail, they will only exchange it.

    none of that means i wouldn't be irritated if i was in your shoes. i just thought you should know it wasn't likely that returning the new machine is an option.
    Thanks for your opinions. I don't think it is understood that I was not getting service on a machine. I wasn't looking for preferential treatment bec I spent a lot of money in the shop. I was looking for fair treatment and if it was going to be two weeks, tell me and I know what to expect. It was the stringing along that got on my nerves. Thanks to you all.

  2. #27
    np3
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    Power Poster np3's Avatar
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    I agree. They don't have to take the new machine back. This is another case of not getting all the information before we proceed. (Quilters are usually great people, but this is a business for her) She should be able to give you a timeline and I would call and ask for it. Sugar works better than flypaper.

  3. #28
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    You are so correct. Go as fast as you can and your machine and everything else (check to make sure ) and NEVER go in there again! :!:

  4. #29
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    Quote Originally Posted by mytwopals
    Since the shop does not take trade-ins, she has offered to attempt to sell your old machine as a favor to you (Her loyal customer). If you don't feel she is working hard enough on your behalf in selling your old machine, ask for it back and sell it on your own. You should be able to find the prices of recently sold machines like yours on eBay or craigslist. But I see no reason to be upset with her in this matter, as she is only doing it as a favor.
    I think you can sell your Elan on you own and not have to give her 10% she just got 5 big ones from you.

  5. #30
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    Quote Originally Posted by texas granny
    Quote Originally Posted by mytwopals
    Since the shop does not take trade-ins, she has offered to attempt to sell your old machine as a favor to you (Her loyal customer). If you don't feel she is working hard enough on your behalf in selling your old machine, ask for it back and sell it on your own. You should be able to find the prices of recently sold machines like yours on eBay or craigslist. But I see no reason to be upset with her in this matter, as she is only doing it as a favor.
    I think you can sell your Elan on you own and not have to give her 10% she just got 5 big ones from you.
    Thanks so much for your help. I was REALLY mad when I wrote that post but have cooled down. AND GUESS WHAT?? Hubby called to inquire (sweetly) and the machine was being checked out right at that moment!!?? Hopefully,, resolution is in sight. I really like this shop and chose it specifically bec I like the people there, it is close to home and I like to support local business. I learned a lot and hope I never have to learn any more lessons on buying sewing machines. The comments were interesting and it was interesting to sort thru and see the weighing in on the subject. Hope it helped others too. Thanks again!!

  6. #31
    Power Poster BellaBoo's Avatar
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    I agree the owner should at least given you some positive feed back when you called. She could have given you a time when she thought she could check your machine and apologized for not getting back to you to let you know what is going on. That is good customer service and plain good business sense. I am amazed at the small business owners that have no clue how to treat customers.

  7. #32
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    I read the other replies you got, but I still think you are not unreasonable on this point-- at least a phone call from her to explain her being busy or whatever. It is poor business practice to treat customers this way,once they have your money, they don't know who you are. Get your machine back and keep your new one. Be happy using it. Good Luck!

  8. #33
    Super Member jayelee's Avatar
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    I agree with Candace only I do believe that they should have given you a time frame in which they would have information for you In a perfect world we all want everything today but in the real world things take time.

  9. #34
    Super Member JoanneS's Avatar
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    The reason I compared the owner's response to how she might handle service on a machine is that I think they actually related. She expects to be paid for BOTH, so she should have been businesslike toward you from the beginning and treated the valuing of your used machine the SAME as she would the servicing of another machine.

  10. #35
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    Quote Originally Posted by JoanneS
    The reason I compared the owner's response to how she might handle service on a machine is that I think they actually related. She expects to be paid for BOTH, so she should have been businesslike toward you from the beginning and treated the valuing of your used machine the SAME as she would the servicing of another machine.
    Thanks Ladies...your replies were very helpful and appreciated. Hubby did make a call again today and she finally called back and left a message. She is now saying that she overestimated the asking price bec she found the machine to be a lesser valued machine than she originally thought....this, even tho I have the original receipt for the machine, the instruction book with the serial number, etc. and that she would only ask $300-$400 for the machine and she would have to have her service person look at the machine and charge me $65 for that plus any repairs needed. So, after all was said and done...her service persons fee, her 10%...I just told her I would come pick up the machine tomorrow and I will have my new machine and my less new machine!! I think I can sell the Elna on my own, not for the $799 she originally quoted me but for a reasonable price, to someone who wants an embroidery functioning machine and a good machine to quilt and sew. All in all, a very disappointing experience for me, especially since I chose this shop to make my purchase bec I have done business there for seven years, it is local and I wanted the convenience of location for the lessons I am expecting to get. Someone said earlier, not a perfect world...oh!! so true and I guess I'm finding that out up close and personal. Too bad and very disappointing to see the tarnish left from such fall out. Thanks again, Ladies. I'm smarter than I was. A little late, but.....

  11. #36
    Super Member Chasing Hawk's Avatar
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    Quote Originally Posted by Nancy11442
    Quote Originally Posted by JoanneS
    The reason I compared the owner's response to how she might handle service on a machine is that I think they actually related. She expects to be paid for BOTH, so she should have been businesslike toward you from the beginning and treated the valuing of your used machine the SAME as she would the servicing of another machine.
    Thanks Ladies...your replies were very helpful and appreciated. Hubby did make a call again today and she finally called back and left a message. She is now saying that she overestimated the asking price bec she found the machine to be a lesser valued machine than she originally thought....this, even tho I have the original receipt for the machine, the instruction book with the serial number, etc. and that she would only ask $300-$400 for the machine and she would have to have her service person look at the machine and charge me $65 for that plus any repairs needed. So, after all was said and done...her service persons fee, her 10%...I just told her I would come pick up the machine tomorrow and I will have my new machine and my less new machine!! I think I can sell the Elna on my own, not for the $799 she originally quoted me but for a reasonable price, to someone who wants an embroidery functioning machine and a good machine to quilt and sew. All in all, a very disappointing experience for me, especially since I chose this shop to make my purchase bec I have done business there for seven years, it is local and I wanted the convenience of location for the lessons I am expecting to get. Someone said earlier, not a perfect world...oh!! so true and I guess I'm finding that out up close and personal. Too bad and very disappointing to see the tarnish left from such fall out. Thanks again, Ladies. I'm smarter than I was. A little late, but.....
    I am glad the issue is resolved. At least you can get your asking price and not shell out her commission.

  12. #37
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    Do you mean that the store owner didn't have time during the sale to explain the 'time' factor involved in selling your used machine?? Then she didn't have time when you brought the used machine in to explain this to you????? I am sure when a non-business quilter on this forum knows about the turn around time,( I am aware of it) that the owner must be aware of it!!!!
    After 3 phone calls, she STILL hasn't found the time to explain the 'time factor' involved.
    Sorry, but if this store owner is that busy, I would shop elsewhere, she will probably be too busy when you need her for Free lessons and service of your $5000.00 machine. Sounds like the same old tune to be.. buy buy buy, but I'm not responsible for anything. I would call and ask for an appointment when she can sit down and answer some questions. I would let her know that one question might be how to return your machine. (good luck on that one, sewing machines dealers seem to be immune to common business courtesy)
    I read many forums and doubt a day goes by that someone doesn't bring up a problem dealer. I really believe that until we the consumers start demanding better business practices from the sewing machine industry, things will just continue to go downhill.
    There is a thread on Patternreview.com about Bernina. Bernina Corp is quoted telling a customer that they have no say over their independent dealers business practices. Leaves the customer out to dry, doesn't it?
    Just my little opinion.
    brenda in MI
    I am still waiting after almost 3 years for my FREE lessons. When I went to have them, the instructor was late, then she didn't know the machine or the software. She was going the NEXT week for training and calling me right away to reschedule. I've been back to the store several times, but still no lesson. This was after I had to go to Janome headquarters for a new machine. The Brand new one they sold me had already been threaded and had red stains on the throat. First, they had tested it, Then they had used it as a demo. The final story was someone bought it, but changed their mind for the TOL and it really was still, brand new. It had a brand new price!

  13. #38
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    Before buying any new expensive machine we all have to do our research not just on the machine we want but the dealer we buy it from.

  14. #39
    Super Member JoanneS's Avatar
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    Not ALL dealers are bad apples! The Pfaff/Brother/Viking dealer in Tucson is GREAT. Plenty of free lessons, and they bend over backwards to make sure you're happy. I'm sure that's why they've been in business for more than 25 years, and they're still growing.

    Ditto the Pfaff dealer I use in CT. Her business is growing, too, in spite of the recession.

  15. #40
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    I agree, there are some wonderful dealers out there. It's a shame the bad apples spoil it for so many. No surprise that the 'good' ones are doing well even with the recession. What really amazes me is how many of the manufactures tell the customer they have nothing to do with their independent dealer. You can buy a low end Brother machine at Walmart and get better suppost from Brother headquarters than from some of the more pricey lines. Wouldn't you think that this being a recession time and all, the manufacturers would try harder???
    What's beyond me is that the dealer doesn't tell the customer how long it may take, Gee, it only took me a couple seconds to type that. how long could it take the dealer to explain it to the customer?
    Oh well. We can make lots of excuses for the dealer, myself, the time frame seems reasonble to me. But I see no excuse for her not to communicate with the customer.
    brenda in MI

  16. #41
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    the issue between customer and dealer has been settled.

    we all wish her years of fun with her new Janome, and that she gets a really good price for her old machine.

    case closed. :-)

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