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.

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.

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!

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 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.

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.

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.

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.

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!

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.

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 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.

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.

she's a Janome dealer, report her to JANOME.

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

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.

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.

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! :!:

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!!

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.

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!

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.

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.

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!

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.

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.

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