Need some advice on how to handle sewing machine service problem
 

A month ago I was sewing on my Janome 6600 when I got an E1 error. I called the dealer and she didn't know what that was but would call Janome and let me know. She called me back and said it was a fuse and if I brought it in that day she would have it the next day. 4 days later I had not heard anything so I called and she said she was just getting to it. She called me the next day and said it wasn't the fuse but the motherboard and she would order one. About a week later I called to see what was going on and she said Janome sent the wrong motherboard and she would reorder. I called her last Thursday and she said it came in the day before and she would have it for me yesterday. I did not hear from her so I called today. She was not in and the lady that answered the phone said she would call her and get back with me. I still have not heard a word.

I live in a small town and don't understand why it is taking so long and now she has my machine and won't return my calls.

I emailed Janome and they sent an email that said there wasn't anything they could do.


I called another dealer and talked to them. They said it shouldn't take that long and she knows the lady and is a new dealer and is wondering if she is not capable of fixing it. They said they don't like to take a machine that someone else has taken apart which I can understand. They said give her another call and if she still doesn't have it done ask her if she doesn't think she can fix it. If that is the case they would take it. The problem is that dealer is a 2 hour drive from where we live.

What would be my next step. I don't want to upset this woman when she has my machine, but I want my machine.

It's easy to ignore the phone. It's not so easy to ignore somebody standing in front of you. Go there. Above all else be polite but very firm.

I agree with Scissor Queen. After this long, I would go to the store to see what the issue is.

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

It's a brand new machine I got last August. Parts and Labor are free

It's also a LQS that I have spent alot of money at on material.

She is not the owner and only works on Thursday.

I may send my husband in. I am usually a very easy going person, because I worked in customer service for over 40 years. But I am just so upset.

I love my Janome machine but the dealers are terrible about servicing them. I wonder why? I have heard nothing but bad about them.

I would go in person and tell her to let you know NOW if she can fix it. If she stalls, ask for it back and tell her you will take it else where who can fix it. She might get the lead out then.

I wouldn't give her another chance. She's had plenty. The machine is yours and she has no right to hold it with no word. Go get the machine and all the parts and take it to someone else. This is why I bought a Viking.

I would march myself right in the store and demand my fixed machine. If you stir enough ruckus, she will be glad to fix and return it. I think I'd tell her that I'd just wait there until she finished with my machine. One more day until Thursday, then all bets would be off! I have a Janome 10001 and have never had a problem with my dealer.

A key word you mentioned above is "she's not the owner". Is the owner also in the shop? If so, I would go and take your husband on a Thursday when she is suppose to be working. If possible and the owner is actually working in the business, try to make sure they both are there on the Thursday you plan to go. Don't go around lunch time either so you won't be told they are a lunch. And don't call ahead either!

I would as mentioned above, write down the sequence of events leading up to this and bring any paperwork given to you by the LQS. You can refer to this as you talk to them (w/o actually reading them verbatim). Having notes/documents in hand gives you a little more power as to the issue you're discussing.

Good Luck!

I had a horrible experience with my local Janome guy. Even called corporate and they were NOT nice.

I went and got the broken machine and mailed it to Ken's in Alabama. He was the dealer I bought from. It was an easy fix and they are VERY polite. There is also a great dealer in PA....Brubakers. I will NEVER darken the door of the local guy and just bite the bullet for postage to Ken's.

I live in Alabama and Ken's is the greatest dealer, wonderful customer service.

Excellent suggestions - if this does not get you the information that you need or their answers are not satisfactory, then contact Janome directly. The shop is actually acting on their behalf and I believe that they will be able to help you.

I agree with the others, go to the shop in person and try to go when the owner is in. That way you could talk to directly to the owner, she/he may not be aware of what's going on. Good luck and let us know how it works out.

I really hear what Tammy has written. i don't necessarily agree wtih going in and knocking heads together, but i do think stopping in and politely asking about the status of the machine will help. also, if they have not offerred you a loaner, perhaps you can ask if they have one available???

I agree I don't want to go in and be nasty, but we live in an area of about 50,000 people. They only sell Janome and she can't have that many machines to repair. If she had been honest with me and said she didn't know when it would be done but she keeps telling me she will have it on a certain day and then it is not done. It is such a small business that they don't have loaners.

Ditto on this one. You need answers and in person is the only way to get them.

I have a Janome and my dealer/repair serviceman is excellent. I would go in WITH my husband and ask what the problem is.......As others said, it's hard to ignore a human standing in front of them. If nothing else, if she says she's having problems, tell her you want a new one in exchange......that MIGHT make her get busy! Think of this when you go in --- you have HIRED her, she is an EMPLOYEE now......make her do her job!!!

I usually do better if someone explains to me what is going on. I may not like what I hear, but I get even more upset it I'm ignored.

SHE ONLY WORKS ON THURSDAY? She wouldn't touch my machine another time! I would go get my machine!!!!!

I would call the dealer of the machine and talk to customer service and tell them what is going on to so they know about this repair person. And I would go in person to because people just are so lazy they take there time however that may be. Let them know you will not bring in your machine for repairs again because it took to long.
Deb

Janome totally sticks up for the dealer....hard to get them to admit the dealer did anything wrong. My local guy mailed my machine off to Janome without my permission. He said it was a repair that is impossible for a dealer to make. I found out when I called for an update. I then called Janome and talked to customer service.

She grudgingly admitted he should not have done that. I said FINE--just mail it back to me so I can get it fixed where I want. Said she cannot do that. WHAT?????????? She mailed it back to the dealer who then mailed it to me. Waste of time and money.

The outcome was that the dealer did not get a cent out of this and had to pay to mail me my machine. I hope he learned a lesson in all this to COMMUNICATE with the customer.

I will be writing a letter about this whole experience. My good friend refused to buy a Janome in our area because of this guy. He has a terrible reputation.

I understand supporting dealers but what about the customer?

Wow. So glad all my machines are non-computerized, so I can work on them MYSELF! Yikes!

My 6600 did the same thing..they had it ready for me the next day..good to know I bought from a good dealer, the sticthery in Howell. I would be ready to blow if it were me. I agree with going right to the owner, if not happy with that, drive the two hours and get it done right! They would not be getting my business again.

I am so sorry this is happening to you. Like you, I avoid confrontation wherever possible. In this case, I would send my husband, and he would speak to the owner of the shop. In any case, the repair shop should always keep you informed of the status of your repair - even if you call them every day, they should speak with you. I'm keeping my fingers crossed for you that all will be well soon.

It makes me angry that the machine head company (all of them) will not step in and resolve obvious dealer problems. Customer service seems to be customer run around. If I was thinking of buying an expensive machine I would not focus on the machine but the dealer. Remember this: No dealer I know will not take back a machine once you bought it. Do your homework: How long the shop has been in business, references from past customers, who does the repair, contact info of district rep, exactly what the warranty provides, itemized repair bill provided, and I'd make an appointment to sit down and discuss this with the owner. If they seem hesitant then walk away.

Everyone needs to be vocal when it comes to their money going into someone's pocket. Believe me the dealer isn't afraid to hand you a bill.

Here is the latest update. I called the LQS to see if the owner was in so I could go talk to her. They lady that answered said she was not in and are you the lady that keeps calling on your sewing machine. I said yes you told me yesterday you would let me know what was going on. She then said she talked to the serviceperson yesterday and that she was working on it and it will be done today. She said you don't need to keep calling we will call you when it is ready. I said if you had returned my call yesterday like you said you would I wouldn't have bothered you.

She then said you know the serviceperson had surgery and that is why it is taking so long. I said I am not a mean person and if I had been told that I would understand and not have bothered anyone. I talked to the serviceperson last Thursday and she didn't say anything about surgery. Of course it may have been an emergency, but wouldn't a phone call from someone been the right thing to do?

Hubby is going to pick it up if I get a call that it is ready because my days at that shop have ended. Like I said I worked in customers service for over 40 years and I know how important communication with the customer is.

It is almost 1:30 here and they close at 5. We will see what happens.

I hope you were able to pick up your machine. I agree, just let the customer know what's going on. Most of us are pretty understanding. However, if no one tells us what the problem is, it's very frustrating.

If you had surgery and said sorry, I can't pay you but I will pick up my machine. Would the owner just take that as a good excuse? I doubt it. The owner should have stepped in and taken control of what needed to be handled. Word of mouth will make every small shop owner a better one or a shopless one.

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...

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.

Great news! And no blood shed, all is good. But I would sure be looking for a new place to shop!

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.......

Don't forget facebook, too. Companies don't like it when people give negative reports on facebook.

These people just don't realize how hard it is to be without your sewing machine! Good Luck!

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.

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!!!

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.

I agree that confrontation is not easy. But if it makes it easier, you can adopt a polite but inwardly righteous attitude, because the burden is now on her, not you. She's had your machine a month; she's given you several different answers about why it has taken so long; the machine is still not fixed; she hasn't returned your calls; and she still has your property. I'd go there and simply ask her if the machine is now repaired. If not, I'd ask for it back and take it to the other dealer. It's more trouble, I know, but you may feel better about their repair capabilities. You don't need an expensive doorstop instead of a sewing machine.