Complaint: [redacted] I am rejecting this response because:The machine was clearly not worked on properly on Aug8th It was still dirty, the tension was seriously messed up to the point that it would not sew correctly, the wrong bobbin case was in the machine, the burrs had not been filed off, the basting stitch was not repaired and the issue of the embroidery frames was not addressed This was a previous complaint I had and the standard answer was always "it didn't do it for us", ie, their word against mine I found this to be the case throughout the years that I had it in for repairs--"it didn't do it for us"--on several issues On the issue of the embroidery frames, when I took it elsewhere for service, the electronic board was replaced and it has worked beautifully since then I called Brother International and they assured me that the factory does not "test" the machines This machine was clearly sewn on as a demo in their Ok store, as several items were missing from the boxes and had to be "rounded up" and sent to me This makes it a used machine, not new, as I paid for I did complain about the number of stitches already on it, but it fell on deaf ears Two years ago I took it in for a repair and was told that the part was "unavailable" They kept the machine for nearly mos and only "found" the part when I told them I was going to call Brother International I feel this shop does not have good "after the sale" customer service I asked what I was supposed to do after the extended warranty ran out in several days and was told "buy a new one" I replied that there were things on this one that I still did not know how to use and the answer was that I would never learn everything about it b/c there were so many features on it that I would never use When I got the machine back last month and it didn't stitch correctly, I took it to another place for a second opinion I have a copy of everything that was done Besides being dirty and the tension all out of kilter, there were many issues with the machine that were not addressed by Quilt Sampler These issues were addressed as well as a new computer board for the embroidery unit and a new bobbin case were replaced When I bought the machine, they told me they didn't know how to use all the features and that they would be learning right along with me I had one or two "classes" and when I asked for another class on one of the features, I was told "I showed you already" Regarding the eight times I had it in for service or repair, those were a lot repairs for such an expensive purchase Sincerely, [redacted]
1/2/10:51am Mediator called CONS re: updateLeft VM. 1/3/11:04am Mediator returned a voicemail from CONSLeft VM. 1/4/10:40am Mediator called CONS"You can close the complaint, I'm not looking for anything from this business any moreI just want them to close downI did end up calling Brother Inc, they had me ship the machine back to them, paid for the shipping, and completely refurbished the machineIt works beautifully now, and doesn't make the sound it used to make anymoreThey said that from now on, I'd be responsible for any electronic and/or digital repairsI've taken all of my business to *** *** *** in SpringfieldHe used to work at the BUS and told me they don't really service or repair machines, they sell themThis business intimidates youThey come on so strongThe day I filed the complaint, I was afraid to answer my phone all day."
Complaint: ***
I am rejecting this response because:The machine was clearly not worked on properly on Aug8th It was still dirty, the tension was seriously messed up to the point that it would not sew correctly, the wrong bobbin case
was in the machine, the burrs had not been filed off, the basting stitch was not repaired and the issue of the embroidery frames was not addressed This was a previous complaint I had and the standard answer was always "it didn't do it for us", ie, their word against mine I found this to be the case throughout the years that I had it in for repairs--"it didn't do it for us"--on several issues On the issue of the embroidery frames, when I took it elsewhere for service, the electronic board was replaced and it has worked beautifully since then I called Brother International and they assured me that the factory does not "test" the machines This machine was clearly sewn on as a demo in their Ok store, as several items were missing from the boxes and had to be "rounded up" and sent to me This makes it a used machine, not new, as I paid for I did complain about the number of stitches already on it, but it fell on deaf ears Two years ago I took it in for a repair and was told that the part was "unavailable" They kept the machine for nearly mos and only "found" the part when I told them I was going to call Brother International I feel this shop does not have good "after the sale" customer service I asked what I was supposed to do after the extended warranty ran out in several days and was told "buy a new one" I replied that there were things on this one that I still did not know how to use and the answer was that I would never learn everything about it b/c there were so many features on it that I would never use When I got the machine back last month and it didn't stitch correctly, I took it to another place for a second opinion I have a copy of everything that was done Besides being dirty and the tension all out of kilter, there were many issues with the machine that were not addressed by Quilt Sampler These issues were addressed as well as a new computer board for the embroidery unit and a new bobbin case were replaced When I bought the machine, they told me they didn't know how to use all the features and that they would be learning right along with me I had one or two "classes" and when I asked for another class on one of the features, I was told "I showed you already" Regarding the eight times I had it in for service or repair, those were a lot repairs for such an expensive purchase
Sincerely,
*** ***
Complaint: [redacted] I am rejecting this response because:The machine was clearly not worked on properly on Aug8th It was still dirty, the tension was seriously messed up to the point that it would not sew correctly, the wrong bobbin case was in the machine, the burrs had not been filed off, the basting stitch was not repaired and the issue of the embroidery frames was not addressed This was a previous complaint I had and the standard answer was always "it didn't do it for us", ie, their word against mine I found this to be the case throughout the years that I had it in for repairs--"it didn't do it for us"--on several issues On the issue of the embroidery frames, when I took it elsewhere for service, the electronic board was replaced and it has worked beautifully since then I called Brother International and they assured me that the factory does not "test" the machines This machine was clearly sewn on as a demo in their Ok store, as several items were missing from the boxes and had to be "rounded up" and sent to me This makes it a used machine, not new, as I paid for I did complain about the number of stitches already on it, but it fell on deaf ears Two years ago I took it in for a repair and was told that the part was "unavailable" They kept the machine for nearly mos and only "found" the part when I told them I was going to call Brother International I feel this shop does not have good "after the sale" customer service I asked what I was supposed to do after the extended warranty ran out in several days and was told "buy a new one" I replied that there were things on this one that I still did not know how to use and the answer was that I would never learn everything about it b/c there were so many features on it that I would never use When I got the machine back last month and it didn't stitch correctly, I took it to another place for a second opinion I have a copy of everything that was done Besides being dirty and the tension all out of kilter, there were many issues with the machine that were not addressed by Quilt Sampler These issues were addressed as well as a new computer board for the embroidery unit and a new bobbin case were replaced When I bought the machine, they told me they didn't know how to use all the features and that they would be learning right along with me I had one or two "classes" and when I asked for another class on one of the features, I was told "I showed you already" Regarding the eight times I had it in for service or repair, those were a lot repairs for such an expensive purchase Sincerely, [redacted]
1/2/10:51am Mediator called CONS re: updateLeft VM. 1/3/11:04am Mediator returned a voicemail from CONSLeft VM. 1/4/10:40am Mediator called CONS"You can close the complaint, I'm not looking for anything from this business any moreI just want them to close downI did end up calling Brother Inc, they had me ship the machine back to them, paid for the shipping, and completely refurbished the machineIt works beautifully now, and doesn't make the sound it used to make anymoreThey said that from now on, I'd be responsible for any electronic and/or digital repairsI've taken all of my business to *** *** *** in SpringfieldHe used to work at the BUS and told me they don't really service or repair machines, they sell themThis business intimidates youThey come on so strongThe day I filed the complaint, I was afraid to answer my phone all day."
I have attached a statement. *** ***
Complaint: ***
I am rejecting this response because:The machine was clearly not worked on properly on Aug8th It was still dirty, the tension was seriously messed up to the point that it would not sew correctly, the wrong bobbin case
was in the machine, the burrs had not been filed off, the basting stitch was not repaired and the issue of the embroidery frames was not addressed This was a previous complaint I had and the standard answer was always "it didn't do it for us", ie, their word against mine I found this to be the case throughout the years that I had it in for repairs--"it didn't do it for us"--on several issues On the issue of the embroidery frames, when I took it elsewhere for service, the electronic board was replaced and it has worked beautifully since then I called Brother International and they assured me that the factory does not "test" the machines This machine was clearly sewn on as a demo in their Ok store, as several items were missing from the boxes and had to be "rounded up" and sent to me This makes it a used machine, not new, as I paid for I did complain about the number of stitches already on it, but it fell on deaf ears Two years ago I took it in for a repair and was told that the part was "unavailable" They kept the machine for nearly mos and only "found" the part when I told them I was going to call Brother International I feel this shop does not have good "after the sale" customer service I asked what I was supposed to do after the extended warranty ran out in several days and was told "buy a new one" I replied that there were things on this one that I still did not know how to use and the answer was that I would never learn everything about it b/c there were so many features on it that I would never use When I got the machine back last month and it didn't stitch correctly, I took it to another place for a second opinion I have a copy of everything that was done Besides being dirty and the tension all out of kilter, there were many issues with the machine that were not addressed by Quilt Sampler These issues were addressed as well as a new computer board for the embroidery unit and a new bobbin case were replaced When I bought the machine, they told me they didn't know how to use all the features and that they would be learning right along with me I had one or two "classes" and when I asked for another class on one of the features, I was told "I showed you already" Regarding the eight times I had it in for service or repair, those were a lot repairs for such an expensive purchase
Sincerely,
*** ***