Loud scream heard. I remember your hassles with this machine of yours. You have been 'great' (not) PR for the company. We have had 2 great stories here in the past weeks of duff machines being replaced. What would I do get back to them as soon as possible and COMPLAIN, long loud and clear. We have various sources in the UK to make complaints to shops that have really not done what they say they will and there will be similar in Aus. Look them up and get them involved or do you have TV programmes that do this? - we do. Meg apologies if you have already done all of this. Good Luck and keep us posted

I'd want to scream too if I were in your shoes.This is so frustrating. I cannot understand why this is happening to you. So scream away if it helps.

scream loud and scream hard !!
don't companies understand that word of mouth is their best advertisement?
after everything I've read on this site, I would NEVER buy an Elna - ever

I'm sending you a big hug and a back rub to ease your stress

Lois W.

If you don't have a local newscaster who does loud complaining for those who have tried on their own without results, perhaps you can persuade one! We have 2 in our local area and when that camera shows up at a business, it gets attention! Once I went to a business to try and get something resolved after months of trying everything else and I told them that I was resolved not to work until I got what was fairly due me. I would be at their place of business every morning when they opened up and stay there all day telling their customers how they poorly did business. I sort of got 1/2 results that day. I hope you get good results!

Oh you poor thing. What a shame thta they call theirself repair shop! Would it help to inform Elna about this shop and the way they treat their customers? This also give a bad reputation to the company that choose this kind of "partner"...
Sometimes the only way is really go there on a day with much traffic in the shop and be very loud and demanding... ;o)
Hugs to you, Bettina

Sounds like this has been going on way toooooooooo long. Something needs to be done to your satisfaction. Keep complaining long and loud. Someone has got to be responsible . My feeling is it should be replaced or refunded.
Bev

Oh Meganne I am so sorry. Was this machine shipped?

Do you have an Ombudsman in your area? Their job is to help the little guy resolve these kind of disputes, whether on Tv, in the newspaper or otherwise. They should be able to give you advice also. Good luck and try again....

Why in the world is it taking so long to fix it? If it was your business you would need it up an running immediately. I would be on the phone with a manager.

What on earth is your dealer thinking? They obviously don't care one whit about their customers. I would most certainly contact Elna immediately as they are an old reputable firm thy certainly don't want their company or product represented like this. Good luck. ps Don't they know how grouchy we get when our machines go down!!??

Very disturbing to say the least.
I would get all that anger out first, garden or some exercise to eat up the energy. Then something else that is calming and then approach the problem again insisting that your problem has not been resolved and ask to speak to senior management. Also, get the address of a specific person in higher management and write a letter to them, the business bureau and whoever else gets involved with consumer affairs.
It will take time but eventually hopefully something gets done.
I have to go deal with our idiotic health insurance company not paying bills-oh yeah for me too.

Oh poor you, after having spent almost 6 months with machine problems I was very lucky and blessed that they replaced my viking Ruby and even upgraded me to the deluxe model, hope you are as lucky.
So frustrating when our machines act up.
Good Luck Meganne,
hugs
Michelle

Meg, does your country have a consumer affairs that could look into this for you? Maybe if you could contact the manufacturer directly it would help. I do not blame you for wanting to scream. They need to hear you loud and clear!! It sounds as though your distributor is not ethical at all.

So sorry for you, I know how you feel. Could they replace it????

Thank you all so much for responding, in the light of day I feel more rational and am thinking more clearly.

So to answer everyone's suggestions and queries in one.

The previous distributor in Australia, of the fabulous, Juki made, Elna Xquisite machines, was WMC Jackson's of Melbourne.

Then Janome merged with Elna and they stopped making the Xquisite line of machines, Janome took over and released all new (Janome made) Elna models and Jackson's was out of a job.

I insisted on having an Elna Xquisite 2 machine, so I purchased the very last one available here in Australia, from Jackson's, who obviously no longer distribute any Elna machines, so there is no threat to be made to them of reprisals from Elna(Janome). They just don't care!

When I email or phone them, I deal directly with Loris Jackson herself, her husband is a pig, so I refuse to speak to him.

I'm afraid with everything going on here, and with my total mistrust of Jackson's, I kept putting off sending the machine back to them, because I quickly discovered they just don't listen to their customers.

I had written, in a detailed letter, that the problem was with the SCREEN going out of calibration.....

She wrote back and said their mechanic adjusted the embroidery unit calibration and everything is now working perfectly.

My reply was, "If adjusting the embroidery unit fixed the screen calibration then I would walk naked through Sydney!!!!!"

She even told me two of my Smart cards were corrupt. DOH!!!!
They worked perfectly in my laptop and the machine, when I loaded them up last night. (they will corrupt if you put them in the machine upside down, which is what they did, twice before.)

So I think you might have an inkling of the stupidity I am trying to deal with, but they have me over a barrel because the warranty expired on Dec 5th, and it wasn't even extended to cover the 11 months they had it in their work shop, before.

Worse luck, in Australia our consumer protection bodies are a joke, paper tigers, and not worth the payment to make a complaint.

I bought a great machine, and had it ruined by the incompetence of the people who, instead of fixing the one "original" problem, caused other damage to it. AND they never even supplied any paper work to say what they had supposedly fixed.
What a lousy two bit company they are!!!!

I curse them with every fibre of my being, I hope their shop burns down and they go bankrupt!!!! (Of course I don't mean it but it felt good saying it :-)))

Did I ever tell you all that we bought a refurbished Xquisite 2 from the States?
(Originally we thought it could be good to use for parts for my Aussie machine.)
But no, I use it with an electrical, step down transformer and it never misses a beat, it hums to me and it is everything I expected the Xquisite to be.
I guess it's time to shelve the Aussie one and use IT for parts. LOL!!!

OK, well I'm off to have a cuppa with my neighbour, then maybe I will get the repair manual out and see if I can fix it myself.
Thanks again for all your suggestions, maybe I will phone the radio station, there is one chap who goes to battle for people getting a raw deal. It might be worth a shot. Hugs and love to you all, Meg

I agree with putting this info in the newspaper... Loud and clear.... My heart goes out to you.

Meg from reading your further comments is it worth contacting the HQ of Elna to say how .... off you are with the machine and inform them that as you have another of the machine you have a background to compare it with. The fact that the guarentee has expired is a pain but as they had the machine so long they should have a shred of decency. I am not in the market for a new machine BUT I hear you clearly and will not buy a machine from Jacksons in Austrailia. I will try and find a clip of a UK machine dealer who was exposed on a TV programme and post it for you

This is just so frustrating for you Meg. Hope you get the problem sorted out soon. Hugs Sarah.

Meg - how did you get the machine from the state?. Did you buy it online and have it shipped to you? Is there another dealer in Australia that you could contact and talk to them about the problems you have had?

I am sure it has cost you a pretty penny so far, in having this ship shod repair work. Did you get any type of paperwork from Jacksons's when they worked on your machine? If you did I would make a copy of them, your letters detailing the problem with the machine and send them off with a front letter to the Janome and let them know of your frustration and all the problems you have had. It is very possible that they will help you resolve the situation in some way. Especially if you can let them know that you are part of an embroidery group with members from all over the world and that you will NOT be giving a good recommendation when anyone asks what kind of a machine they should get - you will be telling them to stay away from Janome. That might get them to sit up and listen to your problems.

Good luck - let us know how things turn out. Oh YES-- please don't let your blood pressure or your blood sugars get out of wack over this. Stress can cause both of these to be elevated. Your health is most important thing.

Megs under the statutory warranty my machine was replaced. I kept complaining to the Janome outlet,till they hated me walking though the door. Good luck Heather

Well, I bit the bullet last night, grabbed my repair manual and tool kit and proceeded to open the embroidery unit!
OK, so I have a very suspicious mind and nothing but loathing and bad thoughts for the people at WMC Jackson's.
BUT I WAS RIGHT!!!

When I looked into the embroidery unit and checked (and double checked) the repair manual, I could clearly see that the belt (controlling the movement of the hoop) had been disengaged from the clamp attached to the hoop attachment slider.
And before you all ask......
it was NOT an accident!!!
because the belt is SCREWED into place inside the clamp, which has cogs inside it that align with the grooves in the belt,
so the ONLY way the belt could come out of it's guiding clamp is to undo the screws holding the unit together!!!!!

It was done deliberately! I can say this with certainty because the holding clamp was still screwed up tightly and the belt was left underneath it.
BUT, before that they had SUPPOSEDLY had it working faultlessly.

Yes Jackson's are lovely people, NOT!!!!
The kind of people you NEVER want to deal with!
They are nasty people and every encounter I have had with them has been nasty.
OK, probably some blame lies with me because I have NEVER trusted them, but only since they proved they couldn't/wouldn't do the right thing.
SO BLAST them to Hell.
I WILL fix it myself and let KARMA take care of Jackson's.
I have no doubt it will!!