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.

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

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! :)

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.

this is where a better bussness burea is handy

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.

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.

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.

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.

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.