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Message Board > Sewing Machines > Customer Service nightmare ( Moderated by Sharon1952, EleanorSews)

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Customer Service nightmare
I find myself completely stymied trying to buy serger
Dawnabbey
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Dawnabbey  Friend of PR
Expert/Couture
Member since 12/18/10
Posts: 343
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Date: 4/16/13 2:48 PM

I, as many of you know from a previous thread, am in the market for a new serger. Originally I had looked at the Juki MO 735 and the Singer Pro 5. Both have a built in coverstitch. After much (thank you all!) consideration I actually wound up at the Juki MO 655 which has a great 5 thread safety stitch and chain stitch but no coverstitch. A nice machine without having to endure what seems to be a nightmare of threading and switching plates etc. The idea was to get a really great serger then get the coverstitch machine later.

It was then brought to my attention that Pfaff makes a 5 thread machine that has a coverstitch BUT the new version of the Coverlock 3.0 does NOT require switching out of plates etc. I was really excited, checked out the website and there is was. A beautiful companion for Pfyodor, my PCP. I carefully read the information and the website confirmed that the Pfaff does not require changing of plates etc although it still has manual threading. More research gave me a price of $899 Australian so I figured a little less here in the US, and within, but stretching my budget since it does not include extra feet or binding attachments. I was very happy because I really like my Pfaff dealer and wanted to give them the business even if the price was higher than the Juki MO655 that I had settled on. I feel that a good dealer is worth the extra money.

So I called. And I now feel like I have turned into Alice in Wonderland. The conversation went something like this.

Hello, I purchased a PCP from you last fall and am looking to upgrade my serger! I am interested in the Pfaff 3.0 Coverlock.

We don't carry that machine cuz it's made by Singer.

Singer?

Yeah, all the Pfaff, Viking and Singer sergers are now made at the same factory so we don't carry them anymore. I have a nice Brother in stock and we can get you one of their coverstitch machines separate.

Silence. Thud.

Hello?

Yes? I replied weakly.

I can find out the details for you when they get back from Pfaff training on Friday but you might like to try another dealer.

But....? We then briefly discuss the machine but he seems pretty unsure and now, so am I.

Wow. Ouch. So that's how loyalty repays these days.

Called the next dealer. A bit better. He doesn't carry them either. I can get an appointment on the 30th to look at one but someone else who has already bought something from them might get my appointment because the lady who should help me gives lessons so my appointment can be given away. He quotes me the 899.00$ price with no additional feet, and only a 1-2-10 warrantee. The Juki comes with 10-10.

I carefully explain to this dealer that I am driving nearly an hour so I would really like to sit down with someone. Then I realize that it doesn't matter because although he can get one, he doesn't stock them so I would be booking an appointment to sit down and discuss whatever machines they actually carry. This dealer also sells BabyLock. I inquire about the Diana. They don't carry that either. My budget is limited. I can't afford the air threading or jet threading machines and don't want to spend an hour each way to look at something I can't buy. I am not interested in another 4 thread machine (his idea so I can get something in my budget) I already have one.

I wanted to give my business to a dealer. I really did. If I could avoid it, I did not want to spend hundreds of dollars on a machine that had only 30 days warrantee from Amazon or some online Sew Vac place. I was willing to pay more to have dealer support. But where's the customer support that I am supposedly paying for? Ugh.

How sad that customer service seems to be drying up. And my Pfaff dealer didn't even seem to remember that I had asked about the Passport last week. I need a new class machine and a serger. I would have thought that that chance to sell a second and third machine would have been a good thing. Apparently not so much. And we wonder why the economy isn't what it was.

If I have to buy a machine sight unseen then it is back to the Juki. At least it has a good warrantee. So frustrating!

Doesn't anybody care about the regular customer anymore? Okay, I can't swing a TOL serger but I gave them the business for a TOL machine less than six months ago! And honestly, one would think, with the state of the economy people would be happy to get the hard earned dollars I have. Sigh. Is it just me? Or has anyone else found it harder to get good service these days?

------
Stitching, sharing every day, makes life sweet in every way, just add a friend and a family and the days drift by so merrily!

mkhpaintsew
mkhpaintsew  Friend of PR
Intermediate
IN USA
Member since 4/5/06
Posts: 198
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thumbsup 5 members like this.
Date: 4/16/13 3:06 PM

If the dealer does not stock these machines he would have to buy one himself so you could look at it. What if you decide not to purchase it? He might be stuck with it. I can see his point, and also understand your frustration.

Dawnabbey
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Dawnabbey  Friend of PR
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Member since 12/18/10
Posts: 343
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In reply to mkhpaintsew <<
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Date: 4/16/13 4:18 PM

I can totally understand that too but I think I was hoping for something more along the lines of:

Providing as much information as possible
Offering to look online or call Pfaff for more
Sharing some comparisons with me against the Juki that I mentioned I was looking at.

When I was in sales I had no problems saying I didn't know. But I always backed it up with

Let me find out for you and get back to you.

I wasn't asking for the moon. Just something better than "take your business elsewhere" which is how I interpret "call another dealer". Just my take on it. Also, as a dealer he may have access to information like where Pfaff will be next in terms of shows so I could try the machine without him having to stock it. That's how I handled when I was in sales. If I didn't know, I asked. I called my customers back. I tried to get as much information as I could so my customers felt that I was trying my best for them even if we didn't have the item in stock.

I guess I just feel that there was no effort made.

------
Stitching, sharing every day, makes life sweet in every way, just add a friend and a family and the days drift by so merrily!

Renee' S
Renee' S
Intermediate
ID USA
Member since 8/24/02
Posts: 477
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In reply to Dawnabbey <<
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Date: 4/16/13 4:23 PM

I have an older Pfaff 4862 serger, it's 4 thread serger with 2 thread coverstitch. No changing plates, a little different thread path for the looper but no big deal. I've thought about that Brother coverstitch machine, it seems to be a good machine based on the reviews here at PR. It has 3 thread coverstitch and you'd have a local dealer, might be worth considering. My closest Brother dealer is 100+ miles away so I was looking on line. It sells for about $350.00 on Amazon, just FYI.

------
Bernina 560, Pfaff 7550, Pfaff 1171, Babylock Imagine, Singer 221 & the big girl Gammill Classic

NM gal
NM gal
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Date: 4/16/13 4:30 PM

I went to my Pfaff dealer to inquire about the new Passport coming out & he shrugged & said the same thing as your dealer... that they're all made in the same factory. He will get a couple in but he's not excited.

Told my husband if something goes wrong it's hard for even the dealer to make it right cause the parent company of Singer/Pfaff/Viking doesn't give the dealer much support.

This is a very nice, very knowledgable dealer who I trust. So I'm assuming moving Singer/Pfaff/Viking all to the same factory is something very recent.

Dawnabbey
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Dawnabbey  Friend of PR
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Posts: 343
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In reply to NM gal <<
thumbsup 1 member likes this.


Date: 4/16/13 6:27 PM

Wow. I did not know that the parent company wasn't giving much dealer support. That's too bad because the machines are really lovely. Offline a friend suggested that I try the local JoAnn and see if the Huskylock s21 is on display because it is basically the same machine. Then I can try before I buy. I have to go there tomorrow anyways to pick up some needles so it may be worth a try

------
Stitching, sharing every day, makes life sweet in every way, just add a friend and a family and the days drift by so merrily!

karen149
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karen149  Friend of PR
Intermediate
CA USA
Member since 3/4/05
Posts: 2973
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In reply to Dawnabbey <<


Date: 4/16/13 7:31 PM

FYI There's a special until the end of the month for the Huskylocks that includes a free rolling serger bag

Serger Spectacular Promotion

NM gal
NM gal
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Member since 5/27/09
Posts: 1175
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In reply to Dawnabbey <<


Date: 4/16/13 10:31 PM

Thanks, I'd love to look at that Huskylock (shopping for a serger) but no Viking dealers in JoAnn's here.

Maia B
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Maia B  Friend of PR
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IL USA
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In reply to Dawnabbey <<
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Date: 4/16/13 11:38 PM

What a disappointing, disgusting experience. If the dealer doesn't have any faith in that model of serger, for whatever reason, doesn't sell it, fine, but there's got to be a way to explain that to you while conveying some appreciation for you as a customer.

But maybe it's better than if they sell machines they have no interest in, no enthusiasm for, no real intention of supporting...

------
🌸 Plenty of machines, mostly Berninas 🌸

diane s
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diane s  Friend of PR
Intermediate
OR USA
Member since 8/24/02
Posts: 4527
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Date: 4/17/13 0:07 AM

Over the years there's only been a couple of factories that make sergers, they contracted with all the major sewing machine companies.
I remember a few years ago I went into a sewing machine shop to look at the Janome coverstitch on display. No one knew the price, or how it worked. Couldn't buy it if I wanted too, lol

------
My grandmother taught me to sew when I was 10, and I've been sewing ever since.

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