ComplaintsforParamount Sewing & Vacuum

• Initial Complaint

  03/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2/11/2023, I took by Bernina sewing machine in to have a problem of skipped stitches fixed. I picked up the machine on 3/3/2023 and was told the problem of the skipped stitches had been resolved and the machine had been serviced and put to Bernina standards. The machine continued to have the same problem when I got it home. I returned with the machine and worked with the machine for an hour at the store. When it skipped stitches again, the owner came and sat with me and told me first that it could be the thread I was using (same thread from before when stitches were not skipped), then was told it might be operator error (have been doing this for 15 years), and then was told that the machine was old and was just going to have problems as it was old. I contacted a certified Bernina repair person and was told the problem was either the hook behind the needle was out of adjustment or the needle bar frame was loose. With that repair person on the phone with me, we determined it was not the needle bar and will need the hook adjustment to be made. I contacted the original service person and requested a refund of some amount since the problem had not been fixed. I was willing to pay for the cleaning but felt the $149.99 was too high since the original problem was not fixed. The owner said I could again bring it in and if he could make it do it he would refund my money. He was the one sitting with me at the store when it skipped stitches, saw the skipped stitch and told me it was an old machine and I would just have to live with the stitching. He said if he can't make it skip stitches than he will not refund anything and will assume it is operator error or just an old machine or bad thread.

  Business response

  03/30/2023

  She did bring her sewing machine in for service. She reported loops on top with free motion and skipped stitches on zigzag. Free motion is when the person sewing bypasses the feeding mechanism (feed dogs) and moves the fabric under the needle themselves. Zigzag is a type of stitch that the machine performs that moves side to side. Our technician cleaned and serviced the machine, adjusted the timing (she called this the hook behind the needle, which is correct), and the machine was sewing properly when it left our store. She reported continuing problems and brought the machine back into our store. Three of our team members, including one of the owners, test drove the machine and did not experience skipped stitches.
  
  She called again on March 24, 2023. Since the machine did not skip stitches except when she was operating the machine, we offered to triple-check the machine to see if the problem could be replicated when someone else was operating the machine. During free motion, skipped stitches can occur if there is a mechanical problem with the machine, and can also occur if the person operating the machine is out of sync with the machines speed. The owner, who has 35+ years of experience with ******* machines and who is ******* certified, said he would re-inspect the machine again personally. You will note that our receipt clearly indicates that there are no refunds. However, if we found it was our error, we did offer to make an exception and refund her money as a courtesy to compensate her for her time. This is not something that can be diagnosed over the phone, and she declined to return to our store so that we could re-inspect the machine.
  
  She said she is willing pay for the cleaning, which is $149.99. We did not charge her extra for adjusting the hook timing. Despite this statement, she has disputed the entire amount of the cleaning service with her credit card company.

  Customer response

  03/30/2023

  Complaint: 19642813
  
  I am rejecting this response from the merchant.

  I took the machine in for a specific reason - skipped stitches. This means I took it in for a repair of a specific symptom not general maintenance. It seems the business model is to rely on a complete cleaning as a means to achieve a repair, and while I understand that is an important first step in addressing an operational problem, this approach fell short.

  When I initially picked up the machine after the repair was competed, I was charged for cleaning and adjustment with a statement on the receipt that said the skipped stitches issue was fixed. Fine - if all it needed was cleaning, then so be it. I saw no issue since they stated they had specifically solved my problem.  As far as the claim it was working fine when it left this was not demonstrated, only verbally stated by the technician and written on the work order/receipt.

  When I got home and started using it I immediately realized that it was not any different than when I took it in. When I called that afternoon to alert them, they asked for me to bring it back in so they could see me using it there.

  I took it back the very next day along with the materials I was using. It still skipped stitches while I used it there.  Three different people did NOT "test drive" the machine when I returned. They asked me reproduce the issue. When I did, I was told it was 1) my thread (the same thread I have used for many years without incident),   2) operator error - "out of sync" as they put it (even though I have used this machine the same way for over 15 years without incident),  3) it is an old machine that can't be fixed. None of this was given as criteria for the "fixed" on the work order I paid. Nor was any of this mentioned when I paid.

  As they were not able to fix the problem that I paid to have corrected, I do not feel that the amount I paid to be fair. I asked for a specific problem to be addressed.  They did not do this, nor communicate they were unable to. While the owner said to bring it in a third time and *IF* he could replicate the problem he would fix it or issue a refund.  I have already taken back and sat with the owner who told me it was thread,  myself or machine age. None of that has changed, and I explained I did not see how another trip would change their perspective on the cause of the problem - they had a chance to do so twice but decided it was not the machine. I also stated that it is quite an expense in time and fuel to travel the 65 miles each way yet again.  The owners helpful response was that it was my decision to live so far away from their store and not his issue.  I would have thought a better reply to be "we are glad you chose our store for your business - what can we do to make this right for you and keep you as a valued customer?".

  As I feel a complete refund would not be fair, I suggested that a reasonable compromise of a partial refund of a PORTION of the payment I made was in order (no amount or % was specified) - this was rejected out of hand without hesitation or consideration.
  
  Sincerely,
   
  *******************************

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