It is sad that one has to be explicit when ones
wants something "fixed"! Common sense would deem
that they do what is necessary to have the machine
up to par to go again, when they have finished, and if servicing, cleaning, and tune-up was needed, it should have been done the first time it was brought in!!! You are right to be angry and annoyed!! Next time speak with the owner, or take it to another shop for repairs! I would rather pay for the extra charges than the inconvenience of having to take it a second for servicing that should have been done the first time!
Angel

I have taped just what I wanted fixed with my name and phone to the machine so if their shop slip goes missing they know whats needs to be done and I can be reached. Us cuties could use a check sheet of what to ask when taking a machine in for repair. This is just an annoyance the customer should not have to keep dealing with. So hard to get good service these days plus trust.

I tell them if i can't fix it and write it down but because i have big drive they fix it in front of me 98% of the time so i learn what to do myself, but i start with a phone call and ask when they have time for me!! carolyn

This is a global problem!!! Where have the repair it in no time firsttime and the rightway people gone?

Think that most of the good technicians must be working for Bernina. Have paid a lot for service over the years but it has always been done, done well and on time. I know that their machines are expensive but they work well also and you do get what you pay for. My Bernina 830 only needs servicing every three million stitches !!

Sorry to hear this. I am not surprised you are angry. When I take a machine in I have phoned in advance so they know I am coming. I also write out a label saying what is needed or is happening with the machine. I am given a numbered ticket and the rest of the ticket is attatched to the machine. When it comes back there are written comments as to what has been done (if there was a problem) and if anything is replaced the old bit is there for me. I usually have a chat too and get further details. I have a 2plus hour journey each way and it is well worth the journey. I have had machines checked before warranty expires

Hello... I think these persons in the shop should get a real and good SERVICE. LOL Marie

i don't blame you - everything was included when mine was in the two year period - after purchase. I am so sorry to hear this has happened.

You are right to be angry. I would find another place to have mine fixed that has factory certified techs. That makes a difference. My cleanings were included with the warranty. I have babylocks. With over a million stitches you need oil and cleanning. I know that and I am not a service person. Find somewhere else to service you. You will be much happier. Now there is doubt in your mind when ever they touch your machine., Not good. Good luck Suzanne

Same thing in some repair shops here. If you don't ask for it you would not get it :o(
The first time my janome was at the shop where I bought after 6 month and the hoop should be controlled they told me that everything is allright. When the machine comes back (send it with parcel-service, that's incl. here) there was a test-stich as proof: A fabric that you can use as slat for breakfast and same as stabilizer. Who do stitch with something like that? If I would use something hard like that for my redwork-angels I would disrupt my fabric inl. the embroidery while removing the stailizer...
Now I have tested my 3rd repair-shop and it is near (around 40km; the other were 120 and 400!). My brother750E came from the last repairshop and they did fix the problem but they didn't click the needle-threader on the machine in the right possition so it fall down when I wanna start for the first time. I don't wanna send it back and wait another 2 weeks cause they tried to explain me on the phone how to bring it back to the machine and it sounds so simple (but looks like a diffcult puzzle to me and even to my husband).
3rd shop does it in 5minuts without any charge and so I give them my janome-diva for servicing, cleaning etc. I'm curious on what they do their final test after service...
Greetings, Bettina

Same as everything else nowadays. There is NO PRIDE in anyone doing their work.The old-If you're going to do something do it right the first time-seems to be extinct.Sorry to hear this happened to you.

Thanks for all your answers..... I don't feel as though I am over reacting, now!
This is a certified Brother tech! In fact the only one in this area, and the one recommended by Brother! I would have to drive over 2 hours to the next one. I just don't have time to make that trip twice - then take a chance it is still not right.
I told him this time do whatever it needs for it to sew like it did when it was new, and call me first to let me know how much it will cost! I would think that 1 yr. service in the warranty would mean a tune-up and cleaning! (I suppose that is my fault for not asking all the right questions)
I also know what you mean by the test they sew out. It looks like thick, stiff flannel and the stablizier is really heavy. I've never sewn on anything like that!
I probably will never buy another emb. machine but if I did it would sure not be from them!
MJDG

Your problems make me even more appreciative of the fact that I have to travel 1 1/2 hours over the border into Victoria (Aust.) to have my HVDII serviced. The alternative is to take/send it to Adelaide (S.Aust.), 6 hours' drive each way or $100 freight, for servicing.

Why on earth would you need to tell a qualified mechanical all the problems that need fixing? Surely if he is servicing the machine he should know if and where there were any unseen problems and fix them as well as any that you might tell him.

The last service my machine had revealed that it had a cutter missing completely. I had no idea that it was gone because I guess it was never there and I had never used that facility!!! Among other things, the bobbin cover was replaced and the bobbin winder checked - both needed attention but I didn't know that. My machine was secondhand and in excellent condition in the first place and apparently thoroughly checked by a qualified mechanic with a highly respected reputation. It looked brand new. I still wonder how he didn't find out that a cutter was missing or that the bobbin winder didn't work properly.

I feel so sorry for you that you are having this ridiculous set of problems. It surely would put me off wanting a similar machine. I know that I'd be inclined to contact the Brother Company and tell them everything that has happened and let them know that problems like this put other people off buying Brother machines whether Brother machines are good or not.

AlmaG.

I had the same experience with a "FACTORY TRAINED CERTIFIED BROTHER" repairMAN. The 780D came back WORSE than when I took it in. I needed a new bobbin case (SUPPOSEDLY), then I didn't, ETC.

I took it back to the dealer to LEARN how to run the machine ( I had 2 other Brother machines so I was NOT a beginner), and the machine PERFORMED BEAUTIFULLY---it ATE THE BUILT IN DESIGN, jammed the needle down in the bobbin case!!!!!!!!!--needed a new bobbin case, DIDN'T NEED A NEW BOBBIN CASE, needed to be checked by the repairman who came in once a week from another state and I was not allowed to even talk to him, etc. Again it came home unfixed and worse than before.

I finally took it to another shop where the owner fixes the machines herself!!!!! Also she is factory certified, trained, etc. She took it apart in front of me, told me what she needed to do, fixed it, (DID NOT NEED A NEW BOBBIN CASE!!! "That's why it has an adjustment for tension." I've had NO MORE PROBLEMS. I will drive the 2 hours to have her fix and service the machine.

Some things you just have to drive for if you want the service.

Now if Brother would just wake up and get rid of their financing through GE MONEY Bank, I would be much happier. That outfit >(>)>)>)

I just read your post after posting some frustration of my own. What machine do you have? I am beginning to think that I made a mistake by buying Brother. Mine has spent more time in the shop since I bought it than it has at my house. I don't think we should have to purchase frustration when we buy machines that cost as much, if not more, than our cars!!! Or even if they don't, we should get something more than a headache and a pain in the wallet.

Latest update on the 780D.... The owner/repairman --not his assistant worked on my machine this time. Cleaned, tuned it up, new thread guide (said it was crooked?) polished the hook and DID NOT CHARGE ANYTHING..... but he did tell me that some of my problem was using Sulky rayon thread. He also said that thread 2 yrs old or older is not good to use because it looses its moisture, dries out, shreds, and causes a lot of trouble in machines.

He told me to put it in a shoe box -- poke holes in the shoe box and put it in the fridge for 2-3 days, to get some moisture back in it. If it continues to shread -- throw it out!

I bought new Poly thread, but have not tried the machine yet..... I THINK I'M AFRAID TO!

MJDG

I have the same problem. If My guy didn't fiddle with things that he knows nothing about maybe I would not be having the same problems as you are having.