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Thread: Poor Customer Service?

  1. #1
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    I recently bought a new Janome sewing machine from a local quilt shop. I paid $5,000 for the machine but it was on sale at the time. $5,000 was the sale price. I was told at the time that the shop would "help" me sell the Elna machine I had. This machine was in excellent condition, has an embroidery function and many decorative stitches, etc. It was a high end machine 10 yrs ago. I took my "old" machine into the shop, spoke to the owner and was told that I should ask a certain price for it. I agreed with her on this price. She said she would have to "run" the machine to evaluate it but didn't have time right then. I left the machine with her, along with embroidery cards, attachments, etc. with the understanding that she would get back to me. To date, I have called twice and my husband has called once and all three times we've gotten the same answer. "I haven't gotten to it, hopefully today". It has now been eleven (11) days and still no answer. I am angry at the poor customer service. She got $5,000 out of this along with much fabric business over the years. In my opinion, I don't think she's interested in my business. She will take 10% from the sale of the Elna, which isn't much but the loss of my other business is much more. I would like your opinions on whether I am just being prideful (?) or if this is, in fact, poor customer service.

  2. #2
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    I recently bought a Janome 11000 from a local quilt shop. I got the machine on sale and $5000 was the sale price. I was told at the time that I could bring my Elna in and they would help me sell it since they wouldn't take it as trade. I took in the machine 11 days ago. The owner gave me a receipt for the machine, attachments and all the extras I brought in. She told me $799 was a good price for it but she would "run" the machine and see the shape it was in and get back to me. To date....after two phone calls from me and one from hubby, we have no answer. She says each time, "I haven't had time, hopefully today". I think 11 days is too long and that this is POOR CUSTOMER SERVICE. Am I being picky or do you agree with me. Please be honest. I have given this shop a lot of fabric business but am angry at being shuffled around after spending alot of money on a machine, plus case for it, plus all the fabric I've bought there over the years. Please advise. Thanks

  3. #3
    Power Poster Mariposa's Avatar
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    Perhaps you need to go back and visit with her again, reminding her of your previous conversation. Tell her you are not pleased. Maybe you two can work out a solution.
    If it gets really bad, maybe return the machine you just bought, and go elsewhere. Tell her why.
    Hopefully, this will have a successful ending! :)

  4. #4
    Super Member raptureready's Avatar
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    Sounds to me like she just wanted to make a sale---promise anything to get the money. I'd call her one more time and ask if she had kept her word yet. If she hadn't had time I'd tell her that I was so very disappointed in her dishonesty that I was going to contact Janome headquarters and see if they could do anything to help or perhaps even pull her dealership. If they've gotten other complaints about her they just might do that. No company wants their name tarnished by irreputable dealers. Too bad you're in hiding, if we knew where you were we'd make sure we didn't shop at your local dealers.

  5. #5
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    this is where a better bussness burea is handy

  6. #6
    Super Member Candace's Avatar
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    I hate to be the opposite here, but many dealers have a 2 week turn around time for servicing a machine. If parts are needed even longer. Some folks are lucky to get their machines back in a quicker time frame, but your mileage will vary. What I'm saying is...11 days is not a long time to test, clean and service a machine especially if others were in front of you. There may be 10 people in front of you who've brought their machines in. If this is a reputable dealer, those folks are serviced first no matter if you bought a new machine or not. I would check in over the next week but I wouldn't start getting testy about it....yet.

  7. #7
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    You would probably do better if you just got your machine back and listed it on eBay. The older Elnas are quite sought after and fetch good prices.

  8. #8
    Power Poster cjomomma's Avatar
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    Go down and talk to her, it is always better to do it in person. Give her a time limit to get it done, if she doesn't then take it else where.

  9. #9
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    It doesn't seem like real good service for sure. In 11 days she should have gotten a "chance" to run it. I agree with Mariposa about returning the new machine, since she doesn't seem to be able to "find the time" for customer service and this is probably what she'll be like when it comes time to help you with your new machine. My opinion.

  10. #10
    Super Member Candace's Avatar
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    You've posted this twice and I put my comments in the other one. Personally, after 11 days only I think you're making a mountain of a molehill. You wanted honestly, there it is! Many dealers can take up to 2 weeks to properly service an test a machine. Some are lucky theirs are quicker. But there may be 10 people in front of you in line with their machines for service. You get more with honey than vinegar and I think you have no reason to be upset....yet.

  11. #11
    Senior Member ljsunflower's Avatar
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    Quote Originally Posted by Candace
    You've posted this twice and I put my comments in the other one. Personally, after 11 days only I think you're making a mountain of a molehill. You wanted honestly, there it is! Many dealers can take up to 2 weeks to properly service an test a machine. Some are lucky theirs are quicker. But there may be 10 people in front of you in line with their machines for service. You get more with honey than vinegar and I think you have no reason to be upset....yet.
    It may take up to 2 weeks to properly service & test a machine but this machine isn't in there to be serviced. It's in there cuz this goofus woman told the customer she would help to sell this machine in order to get her to buy a $5000 new machine. Nah, I'd go in & tell her I wanted my machine back & she could have the $5000 machine back. And I would never give her any more business again.

  12. #12
    Super Member Candace's Avatar
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    Quote Originally Posted by ljsunflower
    Quote Originally Posted by Candace
    You've posted this twice and I put my comments in the other one. Personally, after 11 days only I think you're making a mountain of a molehill. You wanted honestly, there it is! Many dealers can take up to 2 weeks to properly service an test a machine. Some are lucky theirs are quicker. But there may be 10 people in front of you in line with their machines for service. You get more with honey than vinegar and I think you have no reason to be upset....yet.
    It may take up to 2 weeks to properly service & test a machine but this machine isn't in there to be serviced. It's in there cuz this goofus woman told the customer she would help to sell this machine in order to get her to buy a $5000 new machine. Nah, I'd go in & tell her I wanted my machine back & she could have the $5000 machine back. And I would never give her any more business again.
    Any machine a dealer sells used, must be tested and fully serviced, and yes this takes time. It shouldn't push you to the front of the line if there are others waiting.

  13. #13
    Senior Member Bubblegum0077's Avatar
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    You got stuck with a person who is only interested in the sales. Customer service is always expected when you walk into a machine shop and anything less than having her attention is unacceptable. I would return the new machine, explain why, and go to another Jamome dealer who will be more than happy to help you learn about your machine with some lessons and possibly sell your older machine.

    It is sad that people take advantage of others. Little does this sales person know, but word of mouth goes a long way and if you express your concerns to others, her business will likely suffer.

    Don't give up getting a new Janome even if you need to travel a longer distance for it. The machine is worth every penny and the service is worth more. You will be happier with a sales person who wants your business and is willing to spend some time in order to get it.

    If the new dealer doesn't sell older machines, take it on ebay. Include pics and all the info and list shipping as "additional." You can also post to sell locally; no shipping.

    Good luck. Nothing like a rude sales person to rub you the wrong way!

  14. #14
    Senior Member ljsunflower's Avatar
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    Regardless, if I buy a $5000 machine & she tells me she will help me to sell my old one, I expect her to get it done. Heck, how long can it take for that? If I'm spending $5000, I think it should push me a few notches up that line anyway. How slow you gotta be for it to take that long?

  15. #15
    Super Member Deb watkins's Avatar
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    Quote Originally Posted by Candace
    I hate to be the opposite here, but many dealers have a 2 week turn around time for servicing a machine. If parts are needed even longer. Some folks are lucky to get their machines back in a quicker time frame, but your mileage will vary. What I'm saying is...11 days is not a long time to test, clean and service a machine especially if others were in front of you. There may be 10 people in front of you who've brought their machines in. If this is a reputable dealer, those folks are serviced first no matter if you bought a new machine or not. I would check in over the next week but I wouldn't start getting testy about it....yet.
    I have to agree here. If the store has a good reputation, there may be several items they need to attend to. I would wait a bit longer as well.

  16. #16
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    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.

  17. #17
    Super Member Candace's Avatar
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    O.K. not to belabor the point. But you're talking 9 work days. That's simply not that long. You should have asked her when you purchased the machine how long it would take to get your used one serviced and out on the floor. And perhaps had it written in the contract. Everyone commenting this dealer is a poor dealer and poor in customer service has no idea what a busy dealership entails. I would state the opposite and it's very possible she's got lots of customers and lots of machines to service because she's really great or is the only dealership in a large radius. Again, it sort of falls in your lap as to what the expectation of service should be.

    My machine just went into service and it cost a LOT more than your new one. I'm on the "list" like everyone else. Because I spent a lot of $$ doesn't push me ahead of someone who paid $5,000. What's fair is fair. My tech told me as I was leaving that he was going on vacation. I'm expecting at least a 2 week turn-around possibly more!!

    I would suggest in the future you get everything in writing.

  18. #18
    Super Member ghostrider's Avatar
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    Can't you just go and collect your Elna and sell it on your own? Selling on consignment at a shop will probably cost you more than the 10% you were quoted anyway. If the question you were asked was "what will you take for it?", odds are that they will sell it for as much as they can and pay you only what you told them you wanted less the 10%. They may, in fact, be making much more than that in the end. It's standard parctice and is why they ask the question in that way. And do you have to pay them for the evaluation of the machine on top of that? None of that, nor the time it has taken thus far, is out of line for the shop owner.

  19. #19
    Super Member JoanneS's Avatar
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    I think several of the respondents to this thread have missed the point. She's talking about the OWNER of the store, NOT a salesperson. While 2 weeks may be appropriate in some places for service, it isn't in others. In both CT and AZ, my dealers tell me in advance how long a servicing of my machine will take. The OWNER is making a big mistake and alienating her customer by not responding in good faith to the phone calls.

    I also agree that honey is better than vinegar in dealing with this woman, because you're going to have a long relationship with her if you keep your 'new' machine! Acknowledge that you know she's very busy, so you think you can find a buyer for your 'old' machine yourself.

    I would be worried about future help with the 'new' machine, too. Did she provide a warranty that allows you to return it? Does she give free lessons? Most sewing machine dealers include them as part of the deal when you buy a machine. My dealers in BOTH AZ and CT do that with used as well as new machines. If she doesn't, you have a lot of learning on your own. I suggest that you ask sweetly if she will give you a few lessons, but do it in person, not by phone. If you have a warranty and can return the machine AND she won't give lessons, I'd be inclined to return the machine - unless you've figured out how to use it already by yourself!

  20. #20
    Super Member Chasing Hawk's Avatar
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    Quote Originally Posted by ljsunflower
    Regardless, if I buy a $5000 machine & she tells me she will help me to sell my old one, I expect her to get it done. Heck, how long can it take for that? If I'm spending $5000, I think it should push me a few notches up that line anyway. How slow you gotta be for it to take that long?
    I agree, If I spend that kind of money in a shop, I expect a little bit more service than smoke blown up my...........well you know.

  21. #21
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    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.

  22. #22
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    I don't think you understand....I'm not having the machine serviced. I bought a machine there and the offer was made to "help" me sell my Elna and the owner had to run the machine to evaluate how it ran and what shape it is in. I wasn't having service done to the machine.

  23. #23
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    I guess I'm missing your point...she also still has my old machine!! I'm not trying to be difficult. I'm asking for timely response to the offer the shop made when I purchased the new machine. Thanks for your opinion even tho I'm not the brightest star out there and didn't quite make the connection.

  24. #24
    Power Poster nativetexan's Avatar
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    she's a Janome dealer, report her to JANOME.

  25. #25
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    I feel when you bought your new machine the lady you got it from should have told you how long it would take for her to get to your machine.
    She could have made an appointment with you to bring it in so that she could have her look it over. It shouldn't take her more then 5 min to know if the machine was running right .
    if her service dept is that far behind then I would take her the new one back and pick up your Elna.
    Find a store that has a better service record. The shop I have dealt with always had parts on hand and it was only a couple day for him to fix the machine. The age of the machine and the different thing you had going with it. She could have had an idea how much she would get for your Elna. If Im selling machine for my living I'm going to know the information I need to sell and resale machine its just like a car sales man

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