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Message Board > Sewing Machines > Interesting SVP interview on Darlene Cahill website ( Moderated by Sharon1952, EleanorSews)

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Interesting SVP interview on Darlene Cahill website
Singer does not outsource customer service
sewplenty
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Date: 11/11/12 6:21 PM

If you go to Darlene Cahill's website and scroll down and watch the August video interview. Darlene visits SVP (Singer Viking Pfaff) headquarters in Tennessee and interviews some of the people that work behind the scenes. According to the interview all the service reps are people who sew and know the machines.

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Singer Quintet
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Pj3g
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Pj3g  Friend of PR
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In reply to sewplenty <<


Date: 11/12/12 8:35 AM

I've watched Darlene demo Singer SM's on HSN for years. She has said many times that when you call the Singer help line you will get a sweet English speaking woman who will get your machine off a shelf and help you walk through whatever problem you are having. I called once and it's true, and the response time was amazingly fast!

Emailing is another story. Takes forever to hear back from Singer. That's why I tell everyone to call as they really are friendly and helpful!!!

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Thank you Lord for my Mother who taught me the joy of sewing, for my Father who encouraged my sewing, for the talent You gave me to sew, and for all the special people in my life to sew for.

quiltingwolf
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quiltingwolf  Friend of PR
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Date: 11/12/12 8:55 AM

This was quite a while ago but when I had a problem with my CXL Singer customer service was super. And because of all the run around I had been through with the dealer Singer paid to fixed my machine and I only had to pay shipping even though it was out of warranty. The dealer had sent my machine out to a non authorized Singer repair place who had it for a month and still didn't repair it. It was a mess but as soon as Singer got involved in a week I had my machine repaired. I thought my husband was going to get arrested when we picked up my machine at the dealer's when the non authorized place finally sent it back lol. He was so mad.
-- Edited on 11/12/12 8:56 AM --

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ShantiSeamstressing
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In reply to sewplenty <<
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Date: 11/12/12 4:19 PM

Thank you so much. I really enjoyed watching this video and learned a lot. (It encourages me to consider buying a Singer.)

sewplenty
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Date: 11/12/12 10:05 PM

One caveat about buying a Singer. It turns out that in my state of Washington there is only ONE warranty repair center and he is going out of business at the end of the year. He said a lot of the little guys will be going out of business because of email retailing and because they do not get paid very much to repair under warranty. He said eventually you will have to mail the Singers to Kansas or wherever. I don't mind mailing it, but I do mind paying for it. You have to pay to mail it to the center and they will pay to mail it back to you. If the machine dies under warranty, why should I have to pay anything??? When I buy a reduced price Singer from a e-retailer I will mentally add the price of mailing a machine.

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Singer Quintet
Brother 1034D
Singer Stylist II Serger
Singer Heavy Duty 5532
Singer Signature (New One)
New Home Combi DX
Singer 319
Singer Featherweight 221

ShantiSeamstressing
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Date: 11/13/12 9:25 AM

Thanks sewplenty. That's disappointing. I went ahead and checked, and sure enough, there are not too many official authorized Singer repair centers, are there? Wonder why not, because with all the effort they put into producing new machines and technology, and telephone customer service, it would seem they would not neglect this aspect. I would guess this could have a negative effect upon sales eventually. Oh well, you're right, on a pragmatic level, one just needs to mentally calculate shipping for repair into the cost of the machine.

(There's more than that possibly, though - - would they be willing to double box the machine: inside its own box, and then that box in another that's packed with foam peanuts. I say that from personal experience ordering a Janome from Sew Vac Direct, an online dealer. My box was thrown around in transit and the belt had come off. The dealer was very good about shipping me a new machine, double boxed, and giving me a UPS shipping label to get the other one sent back. But I don't know if Singer would take these steps.)

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