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Forum > Sewing Machines > Babylock Customer Service ( Moderated by Sharon1952, EleanorSews)

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Babylock Customer Service
kimmypie123
kimmypie123
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Member since 6/12/12
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Date: 8/28/13 10:56 PM

In 6/2012 I bought a new BL Serenade. After having it about a week it started acting funny--it would keep sewing after I stopped pushing on the pedal and the only way to stop it was to turn the machine off, it would switch to zig zag when I had selected a straight stitch, etc. I took it to my dealer twice and their guy "fixed" it twice, although I wised up the second time and sewed on it at the store before I took it home because it was not fixed. My dealer sent it to BL to be fixed and gave me the option of up/down grading to the Symphony or Melody when my machine came back. I got the Symphony on loan for while my Serenade was at BL but ultimately decided to keep my Serenade when it came back.

Fast Forward, my machine acted quirky a few times over the winter but I figured it was to be expected with a computerized machine. I was quilting a quilt for my son and it started acting up again. The machine would seize where I couldn't turn the hand wheel and would do 3-4 stitches after I'd stopped because it was kind of stuck. So I took it back in on Friday to my dealer. The manager was there and was going to BL HQ over the weekend for the training on the Aria. She took my purchase invoice and all of my service request info with her and spoke to the BL techs about my machine. She got back today and had me bring my machine in to send back to BL for them to look at it. I took it in and she said that her contact at BL said she would make it right, even if she had to go to the president of the company. My hope was that even though it was more than a year past my purchase that they would give me my full trade in value so I could upgrade to the Symphony this time.

A few hours after I left the dealer I got a call from the manager--the president of Baby Lock said to give me the Symphony! I asked her if when I picked it up we could work out the payments for the difference. She stopped me and said, no, they are going to give me the Symphony straight across! BL is shipping one to the store for me and I will get it next week! I am so excited and now I will be devoted to Babylock for my future purchases. Such excellent customer service, above and beyond what I would have ever expected.

I wanted to share my excellent experience because so often people only get online to post the negative.

PattiAnnJ
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PattiAnnJ
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Date: 8/28/13 11:19 PM

Happy, happy, happy!

I've been a fan for several years. Haven't had any issues with my BL machines but on occasion have had questions that were quickly answered by their customer service reps. Once, they called me for additional information; very impressed.



------
"Improvise, adapt and overcome." - Clint Eastwood/Heartbreak Ridge

kcurtis
kcurtis  Friend of PR
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Colorado USA
Member since 12/15/12
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In reply to kimmypie123 <<
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Date: 8/28/13 11:35 PM

Thank you for sharing!

It is service like this that makes a big difference when so many machines are so much alike in the market today.

------
Just a hack that sews for a living. ;)

Maia B
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Maia B  Friend of PR
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Illinois USA
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In reply to kimmypie123 <<
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Date: 8/28/13 11:44 PM

Wow, that is really super service! Happy for you. Thanks for sharing.

Sounds like the dealer also made a big contribution to the positive resolution in this case. Kudos to them!

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

Mufffet
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Vermont USA
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Date: 8/29/13 0:09 AM

I am really happy to hear of your great dealer and the fact that Babylock, true to their usual good reputation, stands behind their products. I am also proud of a good PR member who takes the time to write something so nice about the company because as you say, usually only the complaints push people to write. My guess is you approach your dealer politely, and your dealer is a really good dealer, and since the company stands behind the deal, it works out - I am impressed again with Babylock.

Just in the last few years I live in the general vicinity of a Babylock dealer, and more and more I want to drive down for a visit! :)

------
"Be kind whenever possible. It is always possible."
--Dalai Lama

I have sewing machines

a7yrstitch
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a7yrstitch  Friend of PR
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Texas USA
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Date: 8/29/13 0:39 AM

This is fantastic news in many ways. Thank you for sharing.

------
I have no idea what Apple thought I was saying so be a Peach and credit anything bizarre to auto correct.

Sharon48
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Sharon48  Friend of PR
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Date: 8/29/13 0:58 AM

Really great news and nice to hear! Thanks for sharing!

------
Sewing is a passion, so relaxing and calming!

Babylock Ellisimo Gold
Babylock Evolution
Babylock Melody
Viking 190
BLCS-2 (I know, I know - but had
to have it!!)
Babylock Embellisher
Singer 401A

Molliefran
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Molliefran  Friend of PR
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Date: 8/29/13 7:27 AM

Babylock service is the best. President Steve does what he says!

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"This is the day that The Lord has made. I will rejoice and be glad in it!"
Building my stable one machine at a time: Viking circa 1975, Viking Sapphire 870, Bernina 1130, Huskylock 905, Babylock: Sophia2, Evolve, Embellisher & Sashiko
Most prized possession: Grandmother's Singer treadle machine with the drawers filled with her things, just like she left them.

annenet
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annenet  Friend of PR
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Date: 8/29/13 7:28 AM

Very impressive! That's the way a company should behave! When I first got my Sashiko machine instead of having a local tech look at the threading issue my dealer sent it back to Babylock and offered to upgrade it to a Sashiko 2 for 1/2 price of the upgrade. I did that and couldn't be happier!

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So many projects, not enough time
At my house in VA:
Bernina 1010, Activa 220, B580, B780
Singer 201-2, 221, Bernina Serger 1300MDC, BL Enlighten, BL Sashiko, BL Cover Stitch, Consew 75T

At my Lake House in PA:
Bernina Artista 165E, Singer 503A. Bernina Serger 1100d

http://sewingtechie.blogspot.com/

JanyceR
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JanyceR  Friend of PR
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Member since 2/3/07
Posts: 1680
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In reply to kimmypie123 <<
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Date: 8/29/13 8:05 AM

Wow! Great service! and a great dealer. Thanks so much for sharing this positive note

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Bernina 880, Bernina350SE,

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