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Message Board > Sewing Spaces > Koala airlift broke ( Moderated by Deepika)

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Koala airlift broke
SandiMacD
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SandiMacD  Friend of PR
Intermediate
FL USA
Member since 2/8/09
Posts: 2221
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Date: 2/13/13 12:08 PM

Last week I was lowering my serger when awful racket. I stopped, reversed upwards, more racket so I stopped it and tried to go down. I am talking like 3-4 seconds pushing the button and an inch of movement.
So next I got down and looked. From what I can see, one side of the airlift has a loose cable but where it inserts isn't visible or accessible.
I went to their website and did a webmail to Customer Support.

Then got sick. I am still wandering between a high fever and chills (flu) but showing some improvement today at least to visit PR and email. No response from Koala yet and has been 6 days since my webmail. As soon as I am recovered will try calling them.

Meanwhile wondered if this is something I should let DH touch? He has offered. It got it barely 9 mo ago and don't know if they even offer repairs or service or what the warranty might cover.

------
sewing brings joy and meaning to my life...

Melinda In Tulsa
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Melinda In Tulsa  Friend of PR
Intermediate
OK USA
Member since 9/15/03
Posts: 505
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Date: 2/13/13 1:13 PM

Oh no! And it's not like you can just take it in to be fixed. Let us know how it all turns out. When I bought my Unique cabinet, I chose to not have a lift put in it.

------
Melinda

We had to get rid of the kids, the dogs are allergic

Babylock Serenade, BL Symphony, Juki TL2010Q, Pfaff 7570, Kenmore 385.1915, Kenmore 158.1914, Kenmore 158.1430, 1938 Singer Featherweight, BL Imagine Wave, BL Coverstitch, BL Emore, Brother PE 150 BL Embellisher, 1896 Singer 27 Treadle...Member of SMAD

lgrande
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lgrande  Friend of PR
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MT USA
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In reply to Melinda In Tulsa <<


Date: 2/13/13 1:57 PM

I gather that some of the lifts are trouble-prone especially for the super heavy machines.
I chose not to have the lift in my Unique as well although I really wanted one. I was afraid that there'd be wobbling with it as my machine is one of the very heavy ones. Also, I'm only an occasional embroiderer so I can live with moving the machine once in a while. If the lift had been really important in my application I'd probably have bought a Gristmill cabinet for it, I think they can put heavy duty lifts in theirs.

------
Linda

Bernina 830LE
Brother Dreamweaver VQ3000
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1975Jumby
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1975Jumby
Intermediate
CA USA
Member since 8/19/08
Posts: 616
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thumbsup 1 member likes this.
Date: 2/13/13 2:10 PM

That's horrible! It sounds like you're just not having any luck with your Koala cabinets. The warranty will definitely cover this and Koala's customer service is excellent. You can also call them and they will take care of the issue for you. True, it's not something that someone can come over and just fix, but if your husband is handy, he'll be able to fix it I'm sure. The cabinets came with an instruction manual and there are guidelines on how to adjust the electric lift. If needed, they will walk you through the entire process. I have had to contact them a couple of times for some minor issues (missing hardware on one cabinet, adjusting doors) and they were so pleasant to deal with.

This doesn't have to do with the machine being too heavy for your cabinet. You have a G2 Electric Lift which is completely different than an airlift or any other electric lift. It is rated to hold 80 pounds and I've seen them test this at quilt shows. In fact, I just embroidered for the first time with my Ellisimo in the Koala cabinet and had it running at top speed. I literally was amazed at how sturdy the cabinet held with not an ounce of vibration at all.

------
Babylock Ellisimo Gold
Babylock Enlighten
Kenmore 1914
Kenmore 1814

SandiMacD
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SandiMacD  Friend of PR
Intermediate
FL USA
Member since 2/8/09
Posts: 2221
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Date: 2/19/13 12:06 PM

I took it apart hoping for a simple tightening but the cable had snapped so I called them. The cable is an integrated part of the entire airlift so I can't just get a cable to replace it.

Another good word for Koala. The airlift is under warranty and fully covered as a part. They are shipping the new one to my house. They are calling the dealer but can offer no guarantee on service. She told me that dealers are not obligated to install replacement parts so I may be charged but it sounds like, if a tech is on staff, that most Dealers work with their customers to replace it.

And the airlift should come with full instructions so any person that is handy should be able to replace it if I want to go that route (either myself or husband). Keeping my fingers crossed.

I am quite impressed with them so far. Koala never seems to have any barriers to getting things corrected and they are very honest about communicating their limitations.

-- Edited on 2/19/13 12:11 PM --

------
sewing brings joy and meaning to my life...

1975Jumby
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1975Jumby
Intermediate
CA USA
Member since 8/19/08
Posts: 616
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In reply to SandiMacD <<


Date: 2/19/13 2:05 PM

SandiMac - You couldn't be any more correct about Koala's customer service. I just received my chair on Friday (after a backlog for my color selection) and the color of the base was wrong. I called them up and they are sending new wood slats to replace the ones I have now. How nice that it's as simple as slipping the wood slats off to replace and I didn't have to ship back!.

Their customer service is great and they really work hard to make sure everything is right. Keeping my fingers crossed for you!

------
Babylock Ellisimo Gold
Babylock Enlighten
Kenmore 1914
Kenmore 1814

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