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by dragonflyer ( edited 8d ago ) 9d ago

UPDATE: Well my dealer still has my machine and I have the "Loaner Ellisimo"...but he had BabyLock call me to review everything that has happened. BabyLock is going to review all of the "parts" the dealer ordered and make sure that they were ordered correctly. My dealer told me that one of his techs "may have" loaded the wrong software on my machine when they were trying to "fix" it...The software for the newer BabyLock Gold 2 is different than the original software for the Ellisimo...but the dealer said he couldn't be sure...Also, the "Loaner" machine has the same problem when scanning the Placement Target Sticker (not allowed to call it a Snowman anymore)...When it scans, it doesn't stop in the center of the sticker like it is suppose to...This is somehow not surprising to me since the same techs have worked on this machine that are working on my machine. Personally, I don't think they have a clue! BabyLock is calling the owner and is suppose to call me back with some update this afternoon. Should be an interesting call...


Yikes...My embroidery machine has been back and fourth to the service center five times in 10 weeks...and they still can't get it fixed...I took it in for it's annual service, they got oil all over the camera lens and in the camera housing when it was serviced and now they can't seem to get it fixed. New camera mount, new camera...and it still won't register the "snowman" target sticker correctly. I finally called the owner and told him I had had enough...five trips over 1000 miles (3hours each way because of traffic)...I'm done! He said he would bring my machine to my house when it was fixed...well he delivered my machine to my house on Monday...Egg on his face when it didn't work!!! So, yesterday, he delivered a "loaner" Ellisimo until they can get my machine fixed....If they can get it fixed...Problem is they have a new service manager and only one tech who has been there for any length of time...all the rest are rookies who don't know squat...I am tired of being their guinea pig...What I wouldn't give to have the old service manger, Bill, back...he was fantastic...venting here...Thanks for listening!

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by sdrise 5d ago

I say they owe you a new machine. I would be demanding one from Baby lock or the service place. These techs should be certified by Baby Lock. Our techs here are... Babylock has classes they attend to fix these expensive machines. I love my baby lock Elissimo Gold ... Be the squeaky wheel until this is resolved. No excuses for loading the wrong software or getting oil on the camera.
I wish you the best but keep complaining until they right the situation.

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by pennifold 5d ago

If they don't replace you with a new machine I'd be on their door demanding answers. That is just not good enough service Kim. With the price of these machines one would expect first class service or at least replace the machine at no cost to you. I can't believe you've had to travel all those distances each time, that's such a waste of your time. I hope it settles soon for you. Love Chris

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by crafter2243 Moderator 5d ago

I am so sorry for your frustration. That is ridiculous. Hopefully with Baby Locks help you will get it straightened out. I had an issue with the Elissimo once where my dealer (and they are pretty good) could not fix it and they send it to Baby Lock directly.

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by airyfairy 6d ago

My heart goes out to you. I hope they fix this mess soon. Hugs.

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by Sewmum1 7d ago

Babylock are usually very good with their customer service, hopefully you will get it resolved soon now they are involved

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by graceandham 7d ago

Hopefully now that the company is involved, they will quickly resolve your problems.

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by katydid 8d ago

If it makes you feel , better , I am having trouble also. I took mine in to trouble shoot the shredding thread and breaking. Instead they did a yearly maintenance and never addressed the problem. Now I will have to go back 45 min each way. Kay

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by cfidl 8d ago

So sorry to hear you are having servicing trouble. I was so angry when I had trouble i ripped up my yard and made a flower garden and a vegetable garden. Lol! I still have the vegetable garden.

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by kustomkuddle 8d ago

Oh how frustrating. I can not imagine being without my machine for that long and having to make those long trips. Five times is enough. I would thing it is time for a call to Babylock since the techs trying to fix it can't seem to get it right. It is unbelievable that they would tell you it was fixed not once, but five times-and it wasn't. I am sorry that you are having to go through all this. sending hugs and praying you get a working machine soon.

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by stork 8d ago

It's terrible when valuable customers are subjected to substandard service. You shouldn't be a guinea pig at all. Praying you get this all fixed. They should give you a new machine for all the damage they have done.

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by asterixsew Moderator 8d ago

What a sad story. Like Sue I think they aught to replace your machine. My dealer has certificates hanging in the shop showing who has attended courses for repairing specific machines. I hope that you have told the dealers what you have told us

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by 02kar Moderator 8d ago

My heart goes out to you. I also have an Ellisimo and can't imagine being without it. I agree, you brought in a working machine and have done nothing wrong. But what a terrible price you have paid. Do you have the paperwork for all this? I wonder if an email to the home office of Babylock would help. I wish you lived near me. I'd be happy to have you come and use my Lizzie.

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by sewtired 8d ago

You vent away, you've certainly earned the right. Yes, they should give you a new machine, since they are the ones that broke your old one. And all these trips for nothing is expensive and enough to make you pull your hair out. Bless you for your patience.

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by graceandham 9d ago

Went through something like this last year and they finally replaced a part I had suggested replacing early on. Towards the end, I was walking into the store with the machine just saying: "Seven" or "Eight" or "Nine" (number of trips). So sorry for all your "down" days.

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by airyfairy 9d ago

Oh Kim, this sounds very wearing on the nerves and the pocket. I do so hope you come right. I agree with Sue - they should give you a new one.
Hugs

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dragonflyer by dragonflyer 9d ago

Thanks, Sarah...I agree, but we all know that will never happen...my Ellisimo is eight years old and it has run like a top until these goofballs got their hands on it!

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by spendlove Moderator 9d ago

I feel for you. They should give you a shiny new machine!

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dragonflyer by dragonflyer 9d ago

Yea, wouldn't that be nice! The buggar is that there wasn't anything really wrong with it before the Three Stooges started to "fix" it!

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by Sewmum1 9d ago

Oh sorry to hear of your dramas. I hope something can be done soon. Are they are covering the costs for some of the issues? Doesn't sound like a cheap fix especially getting oil where it shouldn't go. At least they were decent enough to loan you a machine in the meantime.

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dragonflyer by dragonflyer 9d ago

Cost is not the issue...I have bumper to bumper coverage for everything....thank goodness....but I wouldn't be paying for their mistakes anyway if I didn't...it's my time and cost for gas for five useless trips that is really bugging me!

Sewmum1 by Sewmum1 9d ago

Wow thank goodness you have coverage then, we don't have anything for machines like that over here. The only thing they give here is free lessons on how to do basic things on the machine (which is only helpful if the instructor knows what they are doing). I would be annoyed too at the long drives to achieve nothing! I really hope it gets sorted soon for you

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