ComplaintsforRichland Sewing Center

• Initial Complaint

  08/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Better Business Bureau Monday July 22, 2024, I dropped off my Quattro 6000D to Richland Sewing Center ***********************************I encountered a technician **** which I mistakenly identified as another technician *****. He pulled a **** knife out of his pocket and popped out the blade.Friday July 26, 2024. I received a call from ***** at 3;10 PM and He asked me if I was having issues with my machine, and I replied No I had no issues with the machine, and sewing with it da. He replied I had to ask sometimes our customers are not very forthcoming with their machines. He said, and sometimes husbands like to tinker with the machines. I leave my machine to the machine expert. So, while I was on the phone, he opened up my machine and started looking around and found the little port that you plug the foot peddle into was loose. 3:36 PM Friday July 26th. ***** called back informed that he replaced the part. Machine was running. Cost of the parts were $25, and $18. $250.00 plus repair. I agreed 4:23 PM Friday July 26th ***** called, and informs the machine quit working after he put it back together, and he was going to Call Brother tech support.Monday July 29, 2024. 10:51 AM received a call from ***** my machine non-repairable. I said what and He told me how they found a loose s**** just lying there. and he couldn't figure out he felt that the s**** touched something and shorted out the machine. Richland was the last shop in 2017 to have it for maintenence. He said he had witness's it wasnt working . I said I have a witness it was working. He also told me that the Tech from Brother thought it was something else but then ***** said he told the tech about the s**** and what he thought happened then the tech changed his mind.July 29th, 2024, 5:17 PM. The ***************** called back at this time we were driving, and my husband started telling him what happened with my machine. His only response sorry for your frustration. when these machines POP that's it .

  Business response

  08/17/2024

  ******************* dropped her used Brother NV6000D off for service on 7/22/24. It was promised out for 7/30/24. On 7/26 the tech started work on her machine, and immediately found issues with electronic faults. He called ******************* to inquire if anyone had opened the machine previously, which she said she had no knowledge of, and said the person she bought it from said we had recently serviced it before she purchased it from him. It was at the point of this phone call that we did a serial search and found the previous sale record.

  
  Unfortunately, the last time we saw the machine was in 2018 when it was serviced before being purchased by ******** & *************************. In 2019, ************** brought the machine in and asked if we would purchase it back because the business they were going to use the machine for was not working out. We told him we did not purchase machines. He then inquired about getting a service manual because he had attempted internal adjustments to the machine but needed the service manual to make sure he was setting things properly. We told him that we were not able to provide confidential service manuals to consumers. The next time we saw this machine was in July of 2024 when ******************* brought it in. 

  
  Our repair tech then found the loose foot control **** and was able to get the machine to respond and run briefly by replacing the bad part there. The machine then rebooted on its own, and continued to repeat the status bar screen and would not fully boot. The tech called *************** to check for additional troubleshooting, and as they discussed the possible causes he removed a different cover to check a connection and found a loose torque s**** was located near the camera ********* that did not belong in this machine. Brother tech informed him that this could have caused a short, or it could just be the age of the electronics which were manufactured in 2008 and are obsolete. We were informed that due to mass failures during the last 12 months of this part, and several others that were no longer available, that the machine was no longer repairable.

  
  ******************* was understandably upset with the news, but with the history of the model, the age of the machine, the previous owner opening covers, and the unavailability of replacement parts there was nothing that could be done. 

  
  We did reach out to ******************* on the morning of 8/9/24 to let her know that we had taken another NV6000D in on trade that morning that had a failure in another area that could not be repaired and we could attempt to use the boards from that machine that were not bad to continue her repair, but she has not responded to the message left and several hours later we received notice of this complaint.

  
  Unfortunately, this is a common occurrence in older models of electronic machines. We do what we can to prevent issues by using static reduction mats on our repair stations, but the expected lifespan of those electronics was 15 years at manufacturing, and the failure rate exceeded the stock of replacements. We understand the frustration, but the resolution requested of a replacement provided by us for a machine of that age that had not been seen in nearly 6 years and was purchased from an individual is not a possibility. We attempted to resolve the matter before this complaint was filed with a discounted price on service to use the electronics from the traded in machine, but that attempt has gone unanswered. We request this case be closed with no further action. 
  

  
  

  Customer response

  08/22/2024

  Complaint: 22117947
  
  I am rejecting this response from Richland Sewing. Center,

  I disagree with their statements they are making, and some are not truthful. 
  
  There is no response at all  to the tech **** pulling a knife on my husband, and I.to me this is unaccetable behavior. That should have been a sign I should have left their store.

  ***** called me and asked me if my machine was working when I brought it in and I said YES!! ***** then stated some customers were not very forthcoming with regards to their machines and said some husbands like to tinker with them.I assured him this was not the case and that I leave my machines up to the the certified Brother machine Techinicians. He didn't ask me if I had knowledge of anyone else working on the machine. I informed him that his repair center was last place it was serviced. **** also recognized their label on back of the machine. I was upfront with **** about previous owners and service.
  
  
  ***** also mentioned himself in this response that the machine ran when He called me, and the machine was working until he put it back together, then it quit (while in his possession}. The knowledge of the previous owners has nothing do with this. 
  The machine was working when I brought it to them and had been working just days prior to.
  
  
  If they are considered old machines,and there are no parts then  why do they still take them in as trade ins and resale . 
  
  I did receive a message from them. In regard to a resolution to repair my machine for a $1000.00, and.to me this was an insult to me since they fried my machine and there was no apology for their tech's behavior, and no response from the owners. I did not feel comfortable with that price.

  I had already drafted my letter to the Better Business Bureau to file a complaint and upon receiving the message I decided to send my complaint

  I feel that they are trying to make it sound like they cared and was willing to help. When the owners wouldn't even acknowledge me in the store when I picked up my machine and neither did the tech. 

  
  ***** didn't mention the boards too me. In our first conversation he said that He thought it was the camera. He then mentioned when they opened my machine he found loose s**** When I picked up my machine there was a big s**** taped to outside of machine and one laying inside of the thread holder area. Neither s**** was missing from the machine, and they don't match the screws that are a part of the machine they are also too large to fall into the machine. Makes a person wonder if they just have screws loose everywhere for this reason. 

  I was hoping to get a resolution in regard to this before I had to file with small claims.
  
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  Business response

  08/23/2024

  To begin, at no point was a knife pulled on her husband or anyone else in the store. We use folding pocket knives in that area frequently to open and break down boxes, as well as remove needle plates and loosen needle plate screws that are set in positions that screwdrivers cant reach. That matter was not addressed in our response because it was not related to the complaint about the machine or the resolution requested, just as ******************** treatment of our techs over the phone was left unmentioned due to not being relevant to the complaint itself. However, in the future we will be careful to let customers in the area know when we have to use any cutting instrument to avoid anyone being uncomfortable. 

  
  We would once again like to express our understanding with ********************* frustration, but unfortunately this is a scenario that really has no solution that will make her feel better. The machine and its parts are obsolete as far as the manufacturer is concerned, so there is no possibility of a replacement. We took another of these machines as a trade in at higher than normal valuation so we could get the parts to try and help *******************, not for resale purposes, but she has rejected that. 

  
  There is no benefit to us as a business of over 40 years to ruin her machine as she insinuates. She had agreed to a $250 repair, but when her obsolete electronics failed, we waived all charges. 

  
  We regret that she has felt mistreated, we have done all we can to resolve the matter and to let her know that we do care, but we once again request this complaint be closed as the complainant has refused the only resolution available to us.
  

  
  

  Customer response

  08/23/2024

  Complaint: 22117947
  
  I am rejecting this response because:

  The tech did pull a knife out and not for the reasons stated in this response. The tech hadn't even taken my machine out of the tote I brought it to the store . He didn't need to take a plate or screws off to just check in the machine or to retrieve the bobbin case. so, this false statement just shows what kind employee's they have the kind of shop they run. 

  The only thing they are correct about is this has nothing to do with the frying of the components in my machine.

  I can't believe that they would pay a higher price for a trade in machine that is old and obsolete as stated in their response, and now they want to repair my machine with obsolete parts as they stated for $1,000. and no guarantee. 

  I would say the only other statement that is correct. When the tech ***** stated that the machine did respond to the new part He put in and was working until he put it back together, and so again it broke in his possession. Yes, there is no benefit to them to ruin my machine. However, I think it would be detrimental to the business for their reputation to become that they don't take any responsibility for the machines that they have in their possession. This why I take my machines to a Certified and bonded Technician or at least that's what I thought I did.

  I have attached a picture of my machine prior to bringing it in for routine cleaning. 

  I feel that I have not been offered a sincere resolution to this complaint. 

  Regards,
  
  *************************

• Initial Complaint

  08/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired Richland Sewing Center to repair my longarm sewing machine. I called a few days later to tell them it didn't work right. It sewed for about 2 hours then kept messing up. He told me it sewed for 2 hours so it wasn't his fault. As this isn't a machine I use on a regular basis I didn't try to use it again till Aug. When I discovered the problem was that a part was not secured properly and fell out of the machine. When I returned it to them to fix I got a call saying they couldn't fix it because they don't have access to parts but they refuse to refund the $ I94.84 I paid them to fix the machine. Saying that it was okay the 90 day warranty There's even an extremely good chance that the part broke because of the piece they failed to secure.

  Business response

  08/30/2022

  On 3/24/22 Ms. ****** came to us asking for service for a timing issue on her *** ****** 18, as she had tried to adjust timing herself and was unable. We explained to her that we were not a *** ****** dealer, we could service the machine, but if it required any parts, we were unable to get them as the company was out of business. We completed the service on 3/29/22 and let Ms. ****** know that the machine was sewing fine, but the light fixture had a short in it causing the bulb to flicker. She picked up her machine on 4/1/22 and was given her stitchout to see how the machine was sewing and told she had a 90-day service warranty.

  
  We did not hear from Ms. ****** again until 8/25/22 when she brought her machine in and stated that it was not sewing and that a part was loose. We again informed her that we were unable to get parts for this machine, but we would see if we could diagnose the problem. On 8/29 during a diagnostic of the machine, we found that the tension unit was no longer attached to the machine, and that on the inside the set screws that hold the tension unit in place were missing. Once this diagnosis was made, we called Ms. ****** to tell her that due to the nature of the problem we couldn’t get parts, and we were waiving our diagnostic fee as we were unable to repair the machine.

  
  Ms. ****** then demanded a refund from the service she was given in March and began claiming that the machine has never worked since she picked it up on 4/1/22, but she had never reached out until now. Unfortunately, *** ****** went out of business in 2018 and left a lot of angry customers. The machine was sewing fine when it left here, as evidenced by her stitchout. Her statement that a part fell out of the machine because we failed to secure it is not accurate, as removing set screws and a tension unit is not part of our service, it would only be done if a part needed replaced in that area, but as no parts are available, it would not have been necessary for us to do.

  
  While we sympathize with Ms. ****** that her machine is not repairable here with the new issue, the fact remains that we provided the service she was charged for, and without her bringing any complaint to our attention in that 90-day service warranty period, there is nothing else we can do. We did waive the $75 diagnostic fee that this new repair would have carried out of courtesy that the parts are unavailable. Her desired settlement for a refund cannot be met as the service that she paid for was successfully completed and we were not made aware of any issue during her warranty period. Her other desired settlement for us to “finish the job” is in regard to a new repair that we explained cannot be done by anyone other than a former *** ****** dealer that has older parts in stock.
  

  On 8/20/22, Ms. ****** picked up her machine, and at that point informed us that she had attempted multiple times to work on her own tension unit to avoid bringing it in for service and informed us that another shop had installed the tension unit last year for her, so in light of that additional information, it is even more clear that we are not responsible for this part failure. We request this complaint be dismissed with no further action.

  Customer response

  09/07/2022

  Complaint: 17794262
  
  I am rejecting this response because:
  Thereare so many falsehoods in this statement.  I didn't ask for tension service.  I service my machine myself.  I asked for a repair.  At which time I was not informed that they can't get parts, or that there was a90 day warranty.  I did call within a week of picking up the machine and was told there was nothing I could do.  Isince picking up the machine I drive 3 hours to another repair man who said someone had striped the screws from trying to put in a screw that didn't fit. 
  Regards,
  
  **** ******

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