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My QE4 is on its Way Back To Pfaff ..you might want to know this!
Canadian Jane Advanced Beginner AB CANADA Member since 2010 Posts: 584	Login to reply to this post Like this post Date: 2/4/12 12:18 PM My QE4 seems to have thread feeding problems for lack of better description. I will be sewing along and then the upper thread gets tighter and my stitches much smaller. I notice that the fabric doesn't want to feed through and I have to kind of push it. AND the cutter starts acting up by making this certain chattering noise and well - eventually it stops cutting. Then I get the "clear thread jam in bobbin area" error message. I have to stop, rethread upper and lower bobbin (because I check to make sure there is no jam) and the machine works fine again for a while. Naturally there is the fun of ripping out the teeny tiny stitches, if need be, and re-sewing. Anyway... I made a comment on Pfaff's facebook page about my "disapointment" with my QE4 and I expected no response. Low and behold next thing I know I got a message from Pfaff asking me to e-mail them with my issues. I did - expecting them to tell me to go to my dealer. Then, I got a reply from a technician in Vancouver asking me to take my machine to the dealer where they will ship it (free of charge to me) so they can look at it. It is being shipped about 1500 km ( a 15+ hour drive my my home.) Wow. I am impressed that Pfaff is willing to do this. I really hope they can fix the machine because when it works, it is quite lovely to sew with. But... when I took it into the dealer, I could tell they were not too happy with the situation. Perhaps because I bypassed them?? Well, when I was having all these problems a few months ago the tech there just kind of blew me off and they all made me feel like I just need to learn how to thread it properly... The tech really wasn't interested in looking at it. If I couldn't make it act up on the spot he wasn't really interested in looking at it. So I am not sure why the dealer is miffed. The manager there said they - the dealer - will have to pay the shipping and they have never had this happen before where Pfaff asks the customer directly to send their machine. My thought on this - "Not my problem. Deal with it. And I just hope they can fix it." Then....this is the interesting part. He told me how "lucky" I was because Janome would make me pay for the shipping if this were a Janome machine. He even implied / asked did I really understand how much this was going to cost? I said nothing but mentally again "This machine cost me nearly $2K. This is the least you can do." Anyway... the thing is if Pfaff can't fix it and it continues to be this prima donna then I am buying another machine. After the dealers comment about Janome it won't be a Janome. I thought I would pass this story along because sometimes going to the manufacturer directly (on Facebook) apparently can help. AND, one question I will be asking on my next buying venture is "who pays for shipping if it needs to go back to the manufacturer?" I was shocked that if this machine was a Horizon, for example, I would be shelling out for shipping while the machine is still on warranty. When I fork out a good chunk of change for a machine I expect better than this. Perhaps I am "mistaken" though??? -- Edited on 2/4/12 12:21 PM --
dfsews   Intermediate NE USA Member since 2006 Posts: 541	Login to reply to this post Like this post Date: 2/4/12 12:34 PM I hope you are able to get this resolved by the manufacturer. It certainly appears that your local dealer is not willing to help you! Perhaps if they had dealt with your complaint properly at the time the machine trouble began, they wouldn't be paying to ship it back to Pfaff. This should be a message to them that Pfaff expects them to provide proper customer service. Why on earth would anyone drop $2K on a machine, and then put up with it not working? Sew Busy had a similar kind of experience that she has related before on the boards. Her's was a Janome, though I suspect a lemon could occur with any brand. Good luck. I hope that your machine returns perfect, and if not, that you find another that you love.
SewBusy63 Advanced IA USA Member since 2007 Posts: 1510	Login to reply to this post Like this post Date: 2/4/12 12:38 PM I can certainly understand what you are going through. I bypassed my dealer when I was having issues with the Horizon. I bought it on launch day. For 5 months, I tried to get issues resolved.When it worked, it sewed beautifully. Finally, I wrote to Janomes Customer Support and they called me the same day they received my 6 page letter detailing the problems. They replaced my machine with a brand new in the box 7700. I had to take the defective one to the dealer and pick up the new one. I don't know who paid for the shipping but it wasn't me. My dealer wasn't thrilled that I bypassed him either. I had no other choice, he was not helping. He had me sign a paper stating if there were any issues with the new machine I had to contact Janome directly. I thought this was odd, but since I was selling the replacement machine that same day, I signed it and have never been back. I hope they can fix your machine to your satisfaction. Edited to add: the replacement machine works perfectly for the lady who bought it. She knew all the issues I had and still wanted to buy the new in the box machine. I lost $500 on that machine, but in the end I am very happy with my Bernina ♥. -- Edited on 2/4/12 12:41 PM -- ------ ~Diana~ ♥ Bernina 830E ♥ Bernina 1150MDA serger ✝The Lord is my Light and my Salvation: whom shall I fear? The Lord is the strength of my life; of whom shall I be afraid? Psalm 27:1✝
SheBear0320   Advanced MB CANADA Member since 2008 Posts: 2083	Login to reply to this post Like this post Date: 2/4/12 12:42 PM Your dealer is making an inaccurate statement about Janome -- when I had problems with my local Janome dealer, I contacted Janome Canada and they had me send my machine to them and Janome Canada paid all shipping costs. I no longer deal with my local Janome dealer (much longer story here) and am so disgusted with them that I purchased a Juki when I needed another serger for my studio. I love my Janome machines (all 4 of them) but until we get a second authorized dealer or at least the current one is replaced, I will be purchasing a different brand. I know the local Janome dealer was not happy that I went over their head to the head office (they also didn't like that they got a visit from the Consumer's Bureau). ------ Sheila 2012 Stash Sewn: 32.25 yards (as of 05/04/12) 2012 Fabric Purchased: 12 yards (as of 05/04/12)
qtip Member since 2010 Posts: 42	Login to reply to this post Like this post Date: 2/4/12 1:06 PM Glad to hear Pfaff is doing something about your problems with this machine. I know your frustration as I have been having a lot of problems with my QE4 also. Your dealer's attitude is pretty typical of the kind of service you receive from them. It's never the machine that doesn't work properly but that the user is just expecting too much and/or user error! There must be terrific profit in not only the original price but in the repairs that follow. The cost of servicing a sewing machine is becoming obscene!
Sonoma33   Intermediate CA USA Member since 2009 Posts: 473	Login to reply to this post In reply to Canadian Jane Like this post Date: 2/4/12 4:13 PM I am sooooo glad to hear that they want to make things right. I've heard Bernina is like this as well. I hope they fix your machine or replace it. I'm lucky to have really good dealers. My one QE4 issue was fixed by the owner/tech while I waited. The interesting thing is his employee was not as helpful and was making it sound like I was using bad thread. I was using prescencia thread that I purchased at their shop. But when the owner came to look he quickly realized I had a real issue and was so nice and helpful. So far I've been very lucky with my machine. I hope that continues. I need to make sure and use it enough to find any issues. Please keep us posted on this situation. Susan -- Edited on 2/4/12 4:19 PM -- ------ Berninas 830LE ♥ Artista 630PQE ♥ Aurora 440QEE ♥ Juki TL2010Q ♥ Pfaff QE 4.0 ♥ Singer 221 ♥ Kenmore 1040 ♥ Elna 'Grasshopper' ♥ Singer 500a 'Rocketeer' ♥ Babylock Evolution
Mufffet   Intermediate VT USA Member since 2005 Posts: 7081	Login to reply to this post In reply to Canadian Jane Like this post Date: 2/4/12 4:36 PM Let the dealer know that you are a paying consumer and if he/she could not or would not deal with the issue professionally you did what you had to do. Period. Good grief. the things sewing machines dealers try on people, and by people I mean usually women. Those days are gone, or I thought they were. Next purchase goes to another dealer, no matter what brand. ALL that guilting - phooey. Here's hoping your machine comes back in excellent shape!Facebook - good to know. ------ "Be kind whenever possible. It is always possible." --Dalai Lama ~*~*~*~*~*~*~*~*~*~ Blogging at http://eyeletsintheseams.blogspot.com/
Maia B Advanced Beginner IL USA Member since 2010 Posts: 1864	Login to reply to this post Like this post Date: 2/4/12 4:50 PM That's why I didn't buy a QE4. I asked the dealer how they would handle any problems (like the ones I had read about), and the NONanswer I got was that most problems were user error, but I could always trade-up. ------ Berninas 820 QE, Artista 630 PQE, Aurora 440 QE, Activa 240, 930 Record, and 731 Baby Lock Quest Plus, Featherweight 221s...
Maia B Advanced Beginner IL USA Member since 2010 Posts: 1864	Login to reply to this post Like this post Date: 2/4/12 4:58 PM CanJane, good for you that you took matters into your own hands. You gave your local dealer the chance to resolve it, and they didn't. Shame on them for giving you the hassle. ------ Berninas 820 QE, Artista 630 PQE, Aurora 440 QE, Activa 240, 930 Record, and 731 Baby Lock Quest Plus, Featherweight 221s...
Artsewer   Intermediate NY USA Member since 2011 Posts: 599	Login to reply to this post Like this post Date: 2/4/12 9:36 PM Canadian Jane, Im so happy that you are finally getting the attention you have needed for months regarding your Pfaff. I had mine in the shop more then not during the five months that I had it. The fourth time I brought it in, I told them I dont want it back, its a lemon. I can't get through one project without something going wrong. I paid a lot of money for a big headache. They talked to Pfaff, told them everything (the history of the machine) they sent a brand new one. Most likely they will send you a new one. But since your dealer seems a bit shady ask Pfaff to deal with you directly.(I wouldn't put it past them keeping the new one and saying they fixed yours.) Think of it this way, Part of the high cost of machines is that they come with a warranty. You paid for it when you bought the machine. From my experience Pfaff acted approprietly, lucky for me so did my dealer, so I wasn't insulted or made to feel badly (shame on them).

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