How does your sewing center handle repairs? I got a call from the sewing machine shop - they opened Lucy and now have to ORDER parts! I waited two weeks and they just now found out they have to "order parts." Is this the way your service center handles repairs? It seems like they should have a faster track where they at least look at the machine, so they could get the parts ordered. It's not like I have any choices, though. I have my service contract with them, and I just have to accept their lousy service. How do other businesses work their service centers? Thanks in advance, Jan

I am reasonably lucky. If I take my machines on a Monday (65 Kms away) the service guy is there at the Bernina shop. I drop it off, go shopping and go back to collect it. If it is for a service he takes a week.
This sounds like really bad service Jan. Sarah.

I am lucky and have all the Brand shops locally.
I have noticed that All the repair shops do have a lot of machines in at one time.
They seem to be be hardworking and are always helpful.
Hope you get yours fixed soon.
Hugs from Bev

I am really lucky, I bought my machines from echidna and I don't live far from there main store, so usually they send the repair guy to me, my machines are to big for me to put in the car by myself. when they need the regular service I take them to the shop, but my husband has to help load them in the car.

Guess I'm a lucky one, for routine maintenance I have my machine back in two days, the one time a part needed ordering I had it back in a week. I love that shop! The owner told me once that she embroiders/sews and she knows how it is to be without your machine.

Last time my Galaxie3000 went for a repair the bits had to be ordered specially from Germany. I am in the UK. yes it took a while and I had the usual problem of getting the machine there and back (its 2 hours each way by road and much longer by rail) BUT I know that the service I get is brilliant. Our machines are highly technical and I am happy to go where the shop is trained to deal with the servicing and not somewhere that hasnot got a clue. The shop has a certificate that says exactly the machines that xxxx has received training on repairing. I also know that when I want to ask questions I just need to phone up and ask. Every time I have taken a machine to be looked at it is returned with a little plastic bag with the bits that have been replaced.

Looks like I have a good dealer. I take my machine in and they call in less than a week that it is ready. I think they must keep a big inventory of parts on hand. My machines in the past 5 years have only been in for cleaning and general service.

A few years back when I was having my old Singer repaired they would call usually in 1 or 2 days to tell me the cost of what it needed so I could make the decision as to whether I wanted them to proceed with the repair.

It may have a lot to do with location of your dealer. I know that in the Shoals area of NW Alabama where I am they have told me that they can get parts and machines overnight when necessary. I think it may be from either Memphis or Nashville, TN. I don't remember a service contract being available for my sewing machines. It is available for my commercial machine but I don't have one.

I can see from this discussion that I am a very lucky with service on my machines. Even though my service is pretty fast I still get anxious when my machine is gone.

Marcelle

2-3 weeks for repair or cleaning. One time I talked to them about what was wrong when I dropped it off and they figured out it needed a part so they ordered it then. But if they don't find the problem until they get around to my machine then it would make sense that I would have to wait.

working in a similar situation where people bring their item for repair it could depend of how many jobs are in front of yours...then to find out what the problem with your machine befofre he can order parts.....the quickest part is to replace the part and then test it.... hope this helps...soozie

Could you ask for a loaner? When they have it over 1 week they should offer you a loaner. When you renew your contract ask for that language in it. We always seem to be at the mercy of repairmen. I would love to take a class on sewing/embroidery machine repair...could be a whole new "career"! LOL
Ellen in Las Vegas

1 comment

by hightechgrammy 13 Mar 2012

I'VE thought about that too, Ellen. There are some on-line classes - he he

Mine says two weeks minimum wait before they look at it. And if the repair goes over $100 they will call with an estimate. You can be assured the bill is always just over $90 no matter what the problem was. If it needs parts add two more weeks. So bought a used identical machine so I'm never totally without (but I don't have one of the high end machines). That would drive me to distraction!

I got my machines from Blaine's in RI . They have service tech on all the time and spare parts. I never wait for my machine to be fixed. They also discount the things I get there. Last time I needed a threader on my 10 needle and they charged me 35 dollars.They had my machine for 3 days. Not bad! They are wonderful! Suzanne

Forgot to add that I take the machine where I bought it and their customer's machines get fixed first..... Not sure how long it takes if you are not a customer.

BTW.... no service contract AND I get 20% off everything else in the store.

MJ

1 comment

by asterixsew 13 Mar 2012

me too

Jan, it is frustrating, especially when there are not alot of choices of where to take a machine for repairs....my closest is 40 miles away and here lately he has been shipping mine to the factory another 30 miles beyond that for repairs as these newer machines are more difficult & tempermental for the general repairmen to work on..mine is usually tied up 2-4 weeks....and hopefully comes back better than when I left it.....Vicki

3 comments

by gerryb 13 Mar 2012

Vicki, do you have a Viking? Friend had to have her Diamond repaired & they had to ship it to middle TN for repair.

by basketkase 13 Mar 2012

No, Gerry, I have the Series 8 Bernina..

by ssampsel 13 Mar 2012

i feel you 830 pain. seems like mine has terminal PMS. i've never seen anything so moody & frail.

I had to mail mine to another state and the shop said it was behind 3 weeks so I figured it would take even longer if I needed parts but luckily I got it back in 3.5 weeks with no parts needed. I think its probably preety common with a few good exeptions here and there.

I take my machines in. The repairman calls me within 4-5 days and tells me what is wrong, how much to fix it - then calls again in about 4-5 days to say it is ready to pick up... The turnaround is about a week and a half or 2 weeks at most.

MJDG

That is so frustrating. I know that the dealer I use gives priority to machines bought from them, but it is still annoying having to make the journey twice and be without the machine. I want a while you wait service! They can do that for cars, why not sewing machines?

Mine normally is collected from the shop and I get a call a few days later with a price of what it is going to cost, Then in general it takes another week before I can collect it.
Sorry to hear it takes so long with you, must be so frustrating!