ComplaintsforJanome America, Inc

• Initial Complaint

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Janome HD **** from *****'s store in January 2023. In June the motor completely failed. I was very disappointed and wanted to return the machine. *****'s would not accept it. They referred me to Janome. Janome would not take it back. They did have me ship it back for repair.A few months later, the machine is again unusable. The thread is not catching the bobbin thread (it appears that the timing is off). Once again Janome's only suggestion is to ship it back, and this time I am expected to pay for shipping both ways, and to cover insurance for the shipping. This is ridiculous for a brand new machine. I should not be so out of pocked for a new machine.I am so disappointed in this machine that I just want to return it. At a minimum, I should not be so out of pocket [not to mention time lost on my business due to a defective machine]I have used multiple brands of sewing machines for decades and have never had these types of problems.

  Customer response

  09/11/2023

  I wanted to provide an update. Janome have agreed to cover the shipping costs for repair. I am ok to close out this complaint

  It's not the ideal resolution, but probably not worth spending more time on (for you or me)

• Initial Complaint

  08/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a $6,000 Janome sewing machine for quilting and other things. I had two prior smaller Janome machines and loved them especially how easy it was to self feed the thread. This new machine has been a major struggle from day one and we have taken it back to the distributer repeatedly to fix, repair or replace the self feeder and the issue has continued over and over again. This was a significant investment in what I thought was a quality machine. The distributer told me to call the corporate headquarters and provided me with their number for customer service. I called today and basically the person answering their telephone stated there is nothing they can or will be able to do and I need to go back to the distributer. I am tired of the frequent trips to get this corrected, not having access to my machine and regretting that I spent all this money into what I thought would be a quality machine for a long time. It is extremely disappointing to have such poor customer service when I simply want the ********************** properly repaired so its working for a long time or replace it.

  

  Business response

  09/16/2022

  Our standard policy is always to refer our customers to the dealer from whom they purchased their machine. This way, they can get service immediately and avoid any issues that *** come about due to shipping (delays, damage while being shipped, etc.) Janome dealerships are independantly owned, but are provided with technical training on how to service and repair the machines they sell. Unfortunately, there are times when the dealer is not equipped to handle the repair and the machine can be shipped back to our company headquarters to be serviced. However, the machine must be shipped by the business who sold the machine to us. This will ensure that the machine is packed correctly, and so that they can review the returned machine with the customer to ensure that hte repair has been completed to the customers satisfaction.

   

  This machine has been shipped to our company's headquarters in **********, has been repaired and shipped back to the dealership. It is awaiting a replacement part, as a minor part was broken while in transit.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩