ComplaintsforQuilty Pleasures

• Initial Complaint

  09/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 17 June 2024 I dropped off my Juki HZL-DX7 sewing machine to Quilty Pleasures, after two phone calls confirming that they were skilled and experienced and able to conduct a basic routine service on my sewing machine. My sewing machine was less than 1 year old at that time, and in perfect condition. Upon dropping off my machine I noted there were no issues with the machine, I simply wanted a service and cleaning as part of routine maintenance. On 18 June I collected my machine and was horrified to see the technicians notes stating many problems and damage on my machine. This damage was caused by the technician. I immediately told the staff at ** that there must be a mistake as the machine was pristine when I brought it in, and I was told the Manager was not available when I asked to speak to her, and to bring the machine home to test it out then call back if there are any problems, as they have a service guarantee. I brought my machine home and found even more damage: presser foot does not raise; buttons do not work; bottom screws so badly stripped they could not be removed; and more. I called QP right away, was told to come back to the store with my machine. On June 19 I hesitantly dropped my machine off again with explicit instructions that the tech was not to touch my machine without calling me first to discuss. A few hours later staff called me, told me that tech had already come and fiddled with the machine again, unable to resolve the issues. No call was made prior like I had asked, to discuss with the tech the plan for my machine. Upon speaking to the manager, I was accused of poor character and lying by her. She also claimed that the issues presented during the service, and must be coincidental. QP was not forthright in their capacity to review and service my machine, they caused irreparable damage to my machine. I have since been refunded the cost of the service, however I now need to replace my sewing machine. The cost of the machine is $1650 + tax.

  Business response

  30/08/2024

  I have compiled the following information through statements of the employees involved regarding case #********.

  
  We received the machine at our shop for a basic cleaning, lubrication, and bobbin case installation. When our technician first started looking at the machine he noticed that the thread cutter of the machine was turning on without pressing the thread cutter button, and the presser foot lift button was not functional each time it was pressed. This was prior to him removing any parts of the machine for cleaning. Both issues were noted on the work order. He proceeded to try to remove the bottom cover but one of the screws was stuck, so he stopped to prevent the s**** from stripping. This was relayed to the customer upon pickup of the machine. The customer admitted they had removed the cover prior and reinserted. It was suggested to the customer that maybe the s**** had been reinserted incorrectly which was why the technician couldn't remove it from the machine. We advised that the customer should take the machine to a Juki dealer if there were any further issues, but from what we could see the machine was functional (it was tested and a test strip of fabric with stitches made by the machine was included with the invoice). The machine was brought back to our shop a couple of days later, with the customer claiming the machine wasn't functioning at all, and that the Start/Stop button specifically was not working. The customer was advised that electronic failings are indicative of a board issue, something that was not touched by our technician (the board wasnt accessible without removing the bottom cover). Our technician came in to test the machine and sew a second test strip. Video was taken of the machine sewing and the Start/Stop button working as intended. Videos were sent to the customer. When the customer arrived to pick up the machine they were insistent that we had damaged the machine and wanted reimbursement. We tried to explain that only removing the covers (which is all that was done for the cleaning)would not cause the machine's electronics to function intermittently. The customer insisted they had proof of their machine working the day before dropping it off but we were never shown said proof. The customer was given a refund for the full invoice.

  Customer response

  05/09/2024

   
  Complaint: 22117613
  
  I am rejecting this response because: the events you indicated are not accurate. Upon collecting my machine, I was alarmed at the notes on the service receipt and expressed this concern immediately to staff - *** you were in the shop at that time, as the manager you should have come to speak with me and explore what had happened, rather than letting me take my damaged machine home. I returned to QP with my machine right away after testing it at home and discovering that it was now non-functional. In fact, the machine was so unrecognisable that I initially considered that you may have returned the wrong machine to me.
  I would like you to send me the videos that you say you have of the machine functioning as it should while it was in your custody (you did not send them to me, nor have you responded to any of my emails requesting further information). I would also like to know why your technician was trying to remove the bottom cover in the first place. The bottom scr ew was returned to me so badly stripped it could not be removed from the machine. Additionally I would like a written account from the technician explaining what exactly occurred during the service. I will need to relay this information to a competent repair shop so that they can attempt to repair the damages caused.
  Upon dropping off my near-new, less than 1-year old, high quality machine with you the first time, it functioned perfectly well. Upon collecting it mere days later it was non-functional and non-functional. This is the responsibility of Quilty Pleasures to rectify. I am heartbroken that you Quilty Pleasures has been unwilling to act fairly and provide compensation for the very unfortunate damage caused.
  
  Sincerely,
  
  ******** *******

  Business response

  11/09/2024

  The problems discovered during the tune-up were apparent when the technician initially started the machine. He attempted to remove the bottom cover to complete the cleaning (standard practice when cleaning a machine for tune-up since dust and lint can get trapped underneath). As noted, he was unable to remove the cover and stopped before the s**** was damaged. Because the types of problems discovered are typically caused by board issues (a component not touched by the technician during a tune-up) we had advised the customer to bring it to a Juki dealer if they persisted. A copy of the work-order, with technicians notes, was provided upon pick-up to the customer but a brief description of the work performed (as per the technician) is below:
  

  Machine was cleaned, oiled, and test sewed. The test sew went fine (no skipped stitches and tension was within normal limits). There was a s**** that was stuck so I gave up and indicated on the work order that the bottom panel was left on (and therefore not cleaned). The s**** was not damaged when in the workshop. I noticed the presser foot up lever only lifted the presser foot a few millimeters, but assumed that was how this machine was designed. It was still enough to get the fabric in. The machine was able to sew when I finished the tune-up.
  
  Two videos showing the machine functioning were emailed in mp4 format on Wednesday, June 19th at 15:56 pm to the email provided by the customer. As mp4 files are not allowed file types to attach to BBB responses we'd be happy to provide them directly to BBB for review.

  Thanks!
  ******** ******
  Quilty Pleasures

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