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Katie's Viking Problem
Viking Dealer in Joann's gives unsatisfactory customer service.
LuceLu
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LuceLu  Friend of PR
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Date: 1/27/13 12:27 PM

Husqavern Viking Topaz post

Katie lives in Florida. I listen to her podcast and read her blog. Even though we have not personally met, I feel like I know her-- much like my friends here. This young woman sews quite a bit, she is not primarily a garment sewer-- she makes some bags, sewing accessories , key fobs and other embroidered items for her Etsy shop and quilts mostly. Her podcast is very sweet. She loves and owns Corgi dogs. She has had the absolute worst experience with her dealer and her machine. I thought I could share this here so others can take note and inform their purchase decisions. Please read it and comment if you have had a similar experience and if there is anything you think she can do to remedy it.

karen149
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Date: 1/27/13 12:45 PM

This is a sorry thing to hear. I was considering checking out a Viking as it has some features on my "want" list. It's too bad Viking is pretty much stuck in JoAnn stores for sales. Yes, there are dealers who carry Viking but after hearing this gal's experience with trying to deal with a corporate contact, you wonder how much better the service for the product would be in a standard shop anyway since they have to deal with the same corporate representation.

A little off-topic, but I've notice Juki's Facebook page is really making a point of stating how they really want their customers to be happy...quite a different face compared to SVP.

She really needs to post this Viking's Facebook page. I'm sure it would get some attention.

As the prices climb higher for us to indulge in a craft(and for some of us, a source of income) we enjoy, customer service is becoming something we need to take a harder look at before parting with hard-earned cash..and getting the message to these companies that we really do deserve their support for keeping THEM in business. At this point, I've narrowed it BabyLock, Juki and possibly going back to a Brother model. Finding a good dealer is just as important, especially with the higher-end models.

-- Edited on 1/27/13 12:52 PM --

quantum leap
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Date: 1/27/13 1:34 PM

I read Katie's blog and the comments...just some thoughts..

I think Joann's needs to be roped into this problem...yes, I understand that Joann's just leases them space. But Vikings lack of service/EXTREMELY poor service is a reflection on THEM, too. I imagine that if Joann's picked up the ball on Katie's behalf and went after Viking she may be getting a better result. I am not talking local intervention, I am talking corporate intervention. Imagine what would happen to Vikings sales if Joann's kicked them out of their stores...just sayin'

lilymom
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Date: 1/27/13 1:43 PM

Had a similar experience several years ago trying to get a part for my 8 year old Viking. The part was on backorder indefinitely. Two years ago I finally traded the inoperable Viking toward a Brother, which has worked without any problems since.

Months later, my dealer found another inoperable machine (same model) and cannibalized it for the needed part so he could resell my machine.

I really loved my Viking and hated to give it up, but who wants a machine from a company that doesn't support it's products with replacement parts?

LuceLu
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In reply to karen149 <<


Date: 1/27/13 4:20 PM

She posted it to their Facebook page, as did others.

Debbie Cook
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Subject: Katies Viking Problem Date: 1/27/13 5:53 PM

I have a Viking (or 4) so was naturally attracted to this thread title. Imagine my surprise to learn that the dealer Katie is having a problem with is the same one I bought from, which means Katie is a "neighbor." I wish I had advice for her. I know I would be angry too.

------
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"I base my fashion sense on what doesn't itch." Gilda Radner
http://stitchesandseams.blogspot.com

LuceLu
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In reply to Debbie Cook <<


Date: 1/28/13 9:36 PM

Hi Debbie! I hope you have a better experience with this dealer. Love the dress you're making!

quiltingwolf
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In reply to LuceLu <<


Date: 1/29/13 4:51 PM

I follow her podcast she just posted a review of the Topaz here. She's been very patient. I would be screaming at this point. Lawyer time I believe.
-- Edited on 1/30/13 7:21 AM --

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GothDom
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Subject: Katies Viking Problem Date: 1/29/13 11:08 PM

Yeah, there's got to be some sort of legal recourse at this point. Patience is nice, but when people are abusing you....it's time to take action

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This one, that one, and a bunch of other ones!
(though the herd is getting more streamlined)

magnoliafly
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Date: 4/5/13 3:34 PM

Hi guys! Katie here. Thanks so much for understanding my problem - it was very frustrating to deal with.

The dealer was very unhelpful and blamed much of the problem on me. My major issue was not that they couldn't get a part to fix my machine but that it took 4 trips before they took my issue seriously and then didn't offer a loaner until AFTER Christmas when it had been sitting in the shop for a month.

Corporate dropped the ball on this one too.

So it turns out in order to fix my machine the shop took a part out of an existing machine and put it in mine. The Dealer asked if I would consider taking my blog post down when I picked up my machine and I refused. They responded quite nastily to my Better Business Bureau complaint too trying to make me look like an idiot and the bad guy.

The BBB was a waste of time BTW - so ridiculous.

Anyway, I got the machine back and sold it a few weeks later on Ebay after confirming that it was working properly again. It's out of my hair and I'll never set foot in either JoAnn stores that the dealer sells machines in.

I bought a used Pfaff and I'm much better off now.

I really hope no one else has to experience what I went through to get my machine fixed. It baffles me how dealers can get away with bad customer service.

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