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Update: My machine was returned on February 2nd, 2013. See my “Final Thoughts on Husqvarna Viking” post for more info. I hope this is the end of the repair saga. It seems the part is still scarce so I have no idea how they found one for my machine.
2nd Update: See Tampa Bay Sewing Center’s response to my Better Business Bureau complaint here where they call me a liar.
I suppose I’ll begin at the beginning. For those that don’t want to read this entire post I’ll sum up my recommendations for you:
Rethink your purchase from a Husqvarna Viking dealer unless it has a good reputation for maintenance and customer service. Corporate won’t deal with you if it is a privately owned branch.
The combo machines (embroidery/sewing) have documented tension problems, especially the early models.If the person selling you the machine doesn’t know how to work it you need to leave, immediately. The dealer my Topaz 20 was purchased from had inexperienced people on the floor selling machines they had no idea how to use.
I give companies the benefit of the doubt. I don’t review products before they are tested and I won’t badmouth a company unless they refuse to fix a known issue in a timely manner. I understand sometimes things go wrong but what I don’t understand is bad customer service both from the Dealer level and the Corporate level. Here is my story.
February 26, 2011 - Purchased Viking Sapphire 855 from Tampa Bay Sewing Center located inside JoAnn Fabrics. - This was my first experience with Viking machines. I did tons of research before my purchase and this model had all the features I wanted. It worked great, sewed great and quilted great. I had a wonderful purchase experience with the floor rep at the dealer. I don’t think she works there anymore.
September 10, 2011 - Purchase Viking Topaz 20 – I gave my Sapphire 855 to a friend and did several quilt commissions to pay for this machine after she decided to give it to me shortly after she purchased it. It is important to note that once my friend decided to swap machines with me we both spoke to representatives at the dealer requesting our information to be updated in their computer system. The first rep told us that shouldn’t be a problem. We were later told it wasn’t possible to do but that if we ever needed service we could just bring the machines in and they would look them up under the original names and service them accordingly.
Shredding and needle breakage Begins
January 2012 – Thread Shredding and Breakage begins – I began learning machine embroidery on the Topaz in January of 2012. I noticed that my thread would break and shred during certain stitch outs. At the time I was rather inexperienced and I didn’t understand why it was happening. I blamed it on the thread or the design. It was sporadic and there wasn’t much I could do to fix it other than rethread the machine and hope for the best when I started the design again.
I tried various fixes to solve this inconsistent problem. Nothing fixed it long term. I tried different thread brands, needles, thread conditioner, stabilizers, bobbin thread, designs and speeds on the machine.
I began observing my machine to see what was going on with the thread as it was stitching. I quickly figured out my thread popped off the uptake lever arm and would shred under the needle after it popped off. The uptake lever had a design flaw where there was nothing preventing the thread from popping off of it or slipping out when sewing at high speeds. Even at low speeds this began occurring. Using a thread net didn’t prevent this from happening either.
I called my dealer to find out if anyone had heard of this problem before I brought the machine in for it’s first annual service in September 2012. The floor rep working that day had never heard of it the problem. So I did some more research. Yahoo Groups has a Viking Topaz group and I read through several posts there. I found that there are two modifications covered under warranty that I was not notified about. One was an uptake lever modification to fix the exact problem I was having with the thread popping off. I didn’t understand why Viking wouldn’t notify owners of the machine of the available modification.
September 10, 2012 - Viking Topaz Brought in for 1st Annual Service, cleaning and Uptake Lever Modification - I had to bring a printout that I got from the Yahoo Groups page explaining the modification I was requesting since the floor rep had never heard of it and didn’t know if the repair person would know about it. This was a major red flag for me and foreshadowed problems to come.
The modification was done on my machine and it was supposedly cleaned and serviced. I say supposedly for a reason which I’ll get to in a minute.
At the end of October 2012 I began having tension issues. They were sporadic and were typically fixed by turning the machine on and off or leaving the machine off for a while before trying to sew again. I was having tension issues while sewing and while doing embroidery.
November 24, 2012 – I take the machine back to the dealer for thread tension problems. I reached my breaking point in trying to get the machine to cooperate. It was happening more and more. I visited my dealer and dropped the machine off for service.
November 28, 2012 – Machine comes back. Dealer reports nothing is wrong with it. Dealer said repair person tested it and said nothing was wrong. The note on the ticket said the repair person cleaned the tension discs. I beg to differ (see post “Losing Trust in my Dealer” with photographic proof of a thread nest near the tension discs that wasn’t cleaned out after service).
December 2, 2012 - I take my machine back to the dealer to sew with the manager. We manage to replicate the problem once while doing embroidery and a few times while sewing with regular thread and Aurifil thread. The manager made some adjustments to the bobbin case and then completely replaced the bobbin case thinking that would fix it. It worked at the store. I sewed normally and we tested the embroidery unit. I decided to take the machine home to see if that fixed the problem.
December 3, 2012 – Tension problems get worse. After I got home they got even worse than before. I called the manager and told her I’d be bringing the machine in on Saturday, December the 8th.
December 8, 2012 – Dropped off machine with the dealer for service. I spoke with the store manager about the machine and told her I didn’t want it back until the problem was fixed.
December 18, 2012 – Called dealer for update. – I called the dealer to find out what was going on since I hadn’t heard anything. The floor rep told me they’d replaced the motherboard but that didn’t fix it so now they wanted to replace the tension assembly. They had to wait on the part to come in.
December 27, 2012 – Left message to find out status of repair. – I have a strange conversation with the floor rep who calls the manager at home about my problem. The manager informs her that I apparently had a conversation with her when she informed me about the part needed to fix it. They claim they offered me a used version or a new version and I picked the new version because I wanted it done right. This conversation never occurred. I had to call to find out what was going on, they never called me. She then informs the floor rep the part is on indefinite backorder and she has no idea when it will be available.
I called Viking Corporate. Left a message for the regional manager. Asked for him to call me.
He has never called.He finally called me on January 31, 2013 after this was posted.
January 4, 2013 – Call to find out status of part and complain about length of time it is taking. Manager informs me she is going to call Viking the following week to try and find out when the part will be available. Last time she tried to call she said she was on hold too long and didn’t want to wait.
January 8, 2013 - Manager informs me part will not be available until Mid-February. She finally offers a loaner machine. I ask why I haven’t been offered a loaner machine or a replacement since it is taking this long. She told me they normally didn’t do loaners since they don’t really have any machines to loan other than floor models. I told her a loaner wouldn’t do me any good at this point, I really needed a replacement since it was going to be another month. She didn’t acknowledge the request.
At this point I’ve given up. They are holding my $2,800 machine hostage.
January 20, 2013 – I speak to manager of other branch of Tampa Bay Sewing Center. She offers to help find out what is going on with the part and see what she can do about a possible replacement. I explain the situation to her and express my disappointment with the brand and customer service that I’ve had so far. She apologizes and says she will call me back.
January 21, 2013 – Other manager notifies me that the part is still on backorder but that it might be available sooner than they thought. She said she will let me know what she finds out soon. No mention of a replacement.
If you’re horrified about this leave a comment. If you’ve had a similar experience with the same brand or a different one leave a comment. If you are going to share this story with a friend that is currently shopping for a new sewing machine please leave a comment. Let’s show Husqvarna Viking and other sewing machine brands that treatment like this is not acceptable.
I cling to my last bit of hope that I might get my machine back after three or four months of it collecting dust in a repair shop.
Updates:
January 29, 2013 – Called dealer manager again to get update. She was surprised no one had called me yet to let me know Corporate has been alerted to my problem and has been working on resolving it quickly. She said I should expect a call soon. She told me they estimate a part for my machine to come in by February 8, 2013.
January 31, 2013 – Regional Manager calls me personally. Informs me they had part issues and my replacement part was in a shipment that was rejected by Viking due to quality assurance issues. They had to wait on a new batch of parts to be manufactured. They estimate my machine might be returned to me on February 2, 2013. I requested they please test it and ensure the tension is working properly before I make the trip out to the store which is 40 minutes from my home one way. He ensures it will be tested in the shop and again at the dealer.
February 2, 2013 – Pick up fixed machine from dealer. Machine was tested by employees in the store throughout the day and I also sewed on it for about 45 minutes before taking it home. Hopefully it’s now fixed.
My machine was in the repair shop for 56 days.
A portion of that was time before and during Christmas – probably the most critical time of the year for most people including myself. My dealer didn’t offer me a loaner machine until January 8, 2013 – a month after it had been sitting in the shop and well after Christmas.
Followup:
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I used to work at a Viking Dealership inside a Joann’s. I also worked in a Pfaff dealership in a quilt shop. I will say strictly from my own experience and opnion that each line of machines have their good models and their less than desirable models. I have a Viking Lisa, which is an electronic limited edition machine they only had for a limited time. It is a hybrid of two machines from their regular line at the time and it works OK. I much prefer to use my industrial machine and use the viking for anything that requires a zig zag machine (buttonholes, etc.) or machine quilting. Any issues I’ve had had more to do with using the right needle for the project. My main complaint is the feed is pretty weak. Again, that could be the settings I may or may not adjust correctly for the right project…or it could be the feed dogs. For this reason, I wish I had waited and bought a pfaff with the built in feed dogs, but I wasn’t aware of their machines at the time. At any rate, the dealer really should be on your side. I’m sorry you’ve had a such a terrible experience – it may just be this model that has shown issues and they should be aware of that – you definitely shouldn’t have to bring in something from the yahoo forums to educate them. They should be willing to exchange or do SOMETHING. I hope you can find resolution soon!
About the pfaff, I meant to say built in walking foot, not built in feed dogs…all machines have built in feed dogs – DOH!
Well stated and well documented. You’ve been patient beyond what most people would be. Husqvarna Viking has failed you in every possible way in their treatment of you. I’ll be happy to share this story. I was seriously considering buying a HV Megastitcher, but will not do that now.
Hi Katie,
I shared this on both twitter and facebook. As I’ve told you before, I might’ve one day considered buying this brand, and possibly at a Joann’s since I’m there so often, but not now. When you began sharing your experience, I started to take note that there are similarities at my local store…machine department not well staffed, employees are not knowledgeable etc.
I find it horrendous that a product of such high cost isn’t given any more care than one I picked up at walmart. Treating customers so poorly is inexcusable, both on the part of viking and this dealer. I’m glad you moved on to another dealer and shared your story.
I purchased a very basic sewing maching from the HV store in a Joann’s. I wanted a back-up for w hen my main machine was being serviced, the purchase being prompted by a 2-4 week service window during a period of time when I needed to do a lot of sewing. I was THRILLED with my Singer Confidence for about 9 months. When it started having issues, however, I received nothing but grief.
To my shame, I dropped the issue and my Singer sits collecting dust because I didn’t push it further. I agree with you that sales can be great. I know my training on my Singer was fantastic. But service post-sale is, in my opinion, non-existent. I wish you luck in getting the attention of someone who can properly resolve this issue for you. To spend several thousand dollars with no quality service after the sale is sad indeed and definitely does not speak well for the dealer or the manufacturer who authorizes sales by the dealer.
I bought a viking and it messed up bad, I went to the dealer with it messed up and he said he would not fix it or refund me. I contacted the better business bureau (BBB) and they called the company and the dealer. I was offered a full refund and took it.
Good luck!!!!
Katie, maybe you need to do what Shelley mentioned and call the BBB. There are also local news stations that sometimes will help out with these issues and try to get resolution for you. Finally, there is the District Attorney’s office who I believe might be able to help.
Keep us posted. I hope you are emailing this post to the company. I have a Sapphire 875 and I hope I don’t ever have the same issues if the company won’t stand behind their product.
Sandi
my sapphire 875 is sitting in a shop in chattanogga tennessee right now with the same part on back order said it will be the end of febuary before it is in. I bought it march 8, 2012. I wouldn’t advise anybody to buy one if they couldn’t fix it in a few weeks then they should have replaced it.
Wow!! For them to make you wait on a broken machine that is still under full warranty surprises me. I thought they’d replace that! Mine is just older than the full warranty which is why I assumed they’re making me wait.
I am so sorry about your experiences! It makes me not want to shop at JoAnn’s at all, but I don’t have a Hobby Lobby near me and our Michael’s is very small. And I definitely do NOT want to ever even look at a Viking after reading this. (Out of my price range anyway.)
I would love to hear comments from people who buy machines who get wonderful customer service and well made machines! This Viking thing is good to know, but what machines are awesome?
I have nothing but good things to say about my Brother machine (no embroidery) and the local dealer where I bought it (Leabu Sewing Center, Ann Arbor, MI).
You know, I think sometimes it has more to do with the dealer than the actual machine Gretchen.
Viking dealer is actually independent of joanns, they just rent a space and are actually not affiliated with joanns at all just to let the person know that said they would stop shopping at joanns because of this
I have 2 very modest Vikings that my mother gave me – no problems with those and *my* independent dealer has a very good, experienced repairman.
My step dad has a 955E that went in for a cleaning at another dealer (a Viking-run dealer) with an inexperienced repairman and came back not working correctly. After two more tries at fixing the problem, the dealer decided it needed a new motherboard, Viking sent the wrong one – 3 times! So, the dealer sent the machine to corporate. Finally, about 10 months later, my step dad got his embroidery machine back in the proper working order. To my knowledge he was never offered a loaner either.
That is horrifying that it took 10 months to fix a machine! I cannot imagine being out of a machine for nearly a year. That is completely unacceptable.
What a horror story! I’ve been following the saga from the beginning and can’t believe that neither the dealer nor the corporate office is willing to give you a replacement. The old marketing adage is true: when a customer gets good service, he tells one person. When he gets bad service he tells ten. The sewing community is very connected and I’m sure this story will go far and wide. I have a twenty year old Viking that’s a workhorse. My heart really belongs to the older Pfaffs that were made in Germany (like the 7570), but since they were bought out by Husqvarna/Viking I’ve switched to Brother/Babylock machines and have had only good experiences with them. Good luck Katie and keep us posted on what happens.
I am sorry that you had so much problems. I saved up for a Sapphire 835. I love it. I bought my from an independent dealer. They are so friendly and helpful. However, it did have a problem. The thread would jump off the uptake lever. Luckily, I had a 1 year warranty. They fixed it for free. It made all of the difference. I couldn’t sew or FMQ. I went out of town and she went to the sewing machine doctor. It came back with a black sleeve(?) on the uptake lever. Now, I don’t have a problem with anything. I can sew and FMQ which thrills me.
I also had that modification done during my 1 year full warranty period. I had to request it though after researching online on how to fix the problem of the thread popping off. My dealer hadn’t heard of the modification before and I wasn’t notified it was available.
It irks me that a known design flaw is acknowledged and a modification is created but the owners of the machines are not notified. I think it’s so they hope you don’t get it done during the warranty period so they make money on the repair bill.
Found this posting after “liking” the HV page. I have a Viking Emerald 183… Which at 3 yrs. is considered obsolete. I starting looking into a Topaz 20 @ my local HV inside Joann’s…..but maybe I should wait and check into Bernina or Janome. Thank you for posting your experience…
Check out Pfaff machines too! I hope you find a good replacement with a reliable brand like Bernina, Pfaff or Janome.
Hi Katie, my heart goes out to you, and I think it is a good thing that you are getting the story out. everybody should go to the Husquervana FB page and say that we are disgusted. They do not like potential customers reading negative comments. i am going there now. sometimes there is no way to leave a comment then I will send a message. Not that i sew by macnhine muc, usually hand, although I have a Bernina embroidery machine and they were very helpful when I had a problem. best wishes for getting the machine back in working order.
Thank you Mariana! They do allow comments. There are two Husqvarna Viking FB pages that I linked my post on. It seems they monitor both. I do think they need to see how far one bad customer service experience can reach with your comments.
Husqvarna Viking US Fan Page (Official): https://www.facebook.com/HusqvarnaVikingUSA?fref=ts
Husqvarna Viking Official Fan Page: https://www.facebook.com/HusqvarnaVikingGlobal?fref=ts
Katie if you can get your machine back, Terry is fantastic with all brands. Maybe he could do something. You might also ask Tess to contact her local rep with Pfaff to see if he can get in touch with someone at Viking. They are owned by the same company. Tess is a Supreme dealer so maybe that would carry some weight with the company. Good Luck and this really stinks for you!
Thanks Lisa. After reading some of the posts on the Husqvarna Viking page it seems I’m not the only one waiting on this part. Other owners have been waiting for this part and others since December. It sounds like Viking has a manufacturing problem. Because it’s still under warranty I’m hesitant to take it somewhere else right now and possibly void what warranty is left. If my efforts directly with Viking and the BBB don’t pan out I will ask if Tess has any contacts with the company I can speak to.
I have three Viking machines, an Sapphire 855, Lilly 545, & a Designer. The first one I bought was after a n experience similiar to yours with Pfaff. After hiring a lawyer they fixed the darn machine and I dumped it for the Viking. Have never had any problems with my Vikings and am a devoted owner. I do have a great repair person who doesn’t put up with stupid uncooperative home offices. LOL!
Thanks for the heads up on the Viking Brand. I will never darken the doorstep of a Viking Dealer. I only buy Top of the lone machines and will not take a chance with this brand. shelly beth
I have been reading your post and all i can say is you have the patience of a saint, if it had been me i’m afraid i would have lost my temper long before now,
Is there no where you can go to complain about the standard and quality of service after all it’s a lot of money that you’ve spent and not got anything for,
As i see it when you buy something it MUST do the job it was intended for and if not must be replaced or repaired, there is an organization here in the UK that you can report the company too but for the life of me i can’t remember what it is, {senior moment},
I hope it’s sorted soon but if i was you i’d bombard them with calls and demand a new one, ot your money back, this has gone on long enough
There is similar/same type of organization in the US…….the better Business Bureau.
Trading miseries is not going to resolve the issue with the dealer.
I’ve filed with the BBB and I’m waiting to hear if they’re able to get anything going on a replacement.
It’s a waiting game at this point to see who blinks first.
I’m no expert quilter, but I am a stickler for service (unusual in the UK!!), and there’s NO WAY that I would be satisfied with this treatment if I were you. I’d be jumping up and down, and screaming at the CEO of the company for a REPLACEMENT NEW machine! Go to the man at the top, you’ve been fobbed off for long enough.
Judi in the UK
Disgusting. Like we all have 3 grand to toss away. I am going to share with all my quilting message boards and facebook. I hope you either get a new machine from them, or credit to get something else. Although, i would not want to deal with them ever again. I personally have had a Juki and 2 Janomes, no problems with any of them over a 10 year span. My dealer was always will to sit with me and show me stitches i was having trouble with, in other words, teaching me about my machine and what i can accomplish with all the bells and whistles. Good luck and i would think your next step is to get a hold of a local tv station, that is will to delve into your issue with the machine and the dealer..a consumer complaint dept.
Here in the Detroit area, we have the “hall of shame” tv reporter and other types of consumer advocates on the other local stations. Good Luck. Kim
Viking has done this before. When the Sapphire line was released, initial reports were generally positive, so I bought a Sapphire 850. I traded in a Viking Lily 545 that worked beautifully.
The Sapphire sewed beautifully, but free motion quilting was a nightmare of broken needles. The dealer claimed it was operator error, but didn’t offer classes or any support. I had it in a few times, finally just gave up. I did write to Viking Corporate but never received an answer.
Shortly after I bought the Sapphire, the reviews I read turned harshly negative so I wasn’t the only one experiencing difficulties. Instead of contacting machine owners about possible fixes, they revised the machine and came out with the Sapphire 835-855-875. Nice, huh?
This is why I currently own a Bernina.
I’m very disappointed that your Viking has caused so much difficulty. I first bought a 400 from a dealer before there were any in JoAnn’s. A year later, I traded up to a 500, and I’m still sewing on that all these years later. I had a Rose, too, and it was wonderful, but I sold it because I didn’t really get that excited about the embroidery part, and the sewing machine part was the same basic machine as the 500. I had fabulous service at the original dealer, and the dealer in San Antonio where I had it cleaned. I’ve never had a single problem that wasn’t fixed immediately. I haven’t even had any problems since the first year, when there was a small one. I prefer this machine to all my others, and it has traveled all around this country with me, in the 5th wheel, and to conferences. If something happened to it, I would feel like my right arm was gone. If this is what the new machines are like, and the service, then I’ll stick with this one forever!
I sent them a link to this post, who knows they may or may not read it. They owe you a refund. The whole thing is ridiculous.
I linked it on both their FB pages. They responded in one saying they’d refer it to a customer relations team? Who knows.
I have had a designer 1, an SE and a Diamond, along with a Viking serger. Haven’t really had problems with the machines but will say that the Viking company response is less than stellar. I’m still waiting for a return call regarding an issue I had at the dealer’s several years ago. (After buying all of those machines and software, he informed me I wasn’t a customer and didn’t deserve to get answers regarding an issue I had with the software I bought from him- for a mere $600). Said dealership has managed to corner the market in this area, and no one else can sell Vikings. However, I can say due to his attitude and their response, it won’t be a problem for me as I won’t buy another.
Hi Katie-
I always thought that Vikings suck but that’s mainly because I am a Packer fan! Seriously, though, I am horrified by the treatment you have received, both from the dealer and the corporation. I hope this gets fixed in a way that satisfies you. Best of luck!
Thanks for the review Katie! I only have a machine that was gifted to me, but someday I will be able to buy a new one and I am glad to know what not to buy!
I am so sorry you are having all those problems. I looked at one of those machine at a time…they just gave me a bad gut feeling and opted for a Singer embroidery machine instead. I hope you somehow recover your money.
Hi Katie, I am a avid listener to your podcasts and read your blog. I do hope you will register on Pattern Review and write up a sewing machine review on that Topaz. I did post a link to this blog on the sewing machine messageboard.
I would file a BBB complaint against the dealer and Viking. Even if it cost a fee. Also, if Angie’s list has a category that fits that dealer, I’d write a review there. Please enjoy your Pfaff. I sew with a Pfaff and have had previous experience with Janome and have been very satisfied with the machines. I did have an issue with my previous Janome dealer so I stopped purchasing from him (overcharging etc). I went to a guy 3 hours away instead who was happy to give me much more favorable terms.
Last week I pulled the trigger on my BBB complaint so I’m waiting to hear from them.
I hadn’t thought to do a review over at Pattern Review – I guess I should do that eh?
What an awful experience! I’m so sorry! I have just about every brand of sewing machine (Bernina, Pfaff, Baby Lock, Brother, Kenmore, Singer). If I ever get tempted to add a Viking, I’ll remember this and NOT. The only acceptable remedies IMO are a full refund or replacement with a new WORKING machine.
I’m researching sewing machines currently, plan to buy a new one within a month or so, and am willing to spend a decent amount of money for a good one (3,000 or so). Having read your story, I will give the Vikings in my local JoAnn’s a wide berth!
So sorry you are going through this…..
I have an old Viking (22 years) and it has never been a problem at all. But, that is what I read all over the place – the older ones were built well. Mine is a heavy beast! But, I need a machine with some additional capabilities, hence the search for a new SM.
You know, I went to a local Joann’s to test out the Diamond Deluxe and after reading this story, I have decided to go with a Bernina. This is my hobby for pleasure not frustration. I am very sorry that you are going through this.
I’m sorry for all you’ve gone through and can’t believe how patient you are. I know you didn’t want to go public but Viking left you with no other choice. Hope you get some satisfaction.
I will never buy a Viking based on your experience.
Hi Katie, I have listened to your podcast about your HV troubles. It is horrible that we cannot get good courteous customer service anymore. It troubles me to here that your can spend that much money on a machine and the company that actually manufactures the machine does not stand behind their product. This type machine is way out of my budget so really would not ever be on my list. But, if it were, I will remember this review and the sewing machine review over at Sew*Stitch* Create for a long long time. I wish you good luck for the best possible outcome Katie.
Thanks Katie, for informative post and podcast. I have heard for years what you are stating about the sewing machine shops inside JoAnn. I remember the lady who I “paid to quilt” my quilt telling me not to even think of getting a Viking, she had heard too many problems from other clients. Sending good thoughts this dilemma works out for you. I know this is not something you jumped into, you gave your Viking dealer more time then I would have to correct the issue.
Katie,
Thank you very much for sharing this information. I am very interested in this and will definitely be taking this into consideration as I consider my next sewing machine purchase. And good luck — I very much hope they somehow still manage to turn this around for you.
I hope you get this resolved soon. I will be looking to upgrade my machine sometime in the near future so I am glad to get this information so can look to other brands when that time comes. Good luck!
Thanks for sharing this unfortunate story. I appreciate your honesty and am so sorry that you’ve had to go through that. Your experience has convinced me that I will never buy a sewing machine from this company!
I think you nailed it when discussing this issue in your podcast when you said that a fixable problem is one thing, but the way this has been handled by your dealer, the managers and the brand is terribly disappointing, inconvenient, unprofessional, and to a twenty-something quilter like myself, it just plain sucks!
A sympathetic and helpful point of contact who kept you up to date and offered a loaner or whatever they could to minimise the disruption of not having your machine for months could have been the difference between a regrettable but positive experience, and the horror that it has turned out to be.
At this point I’d be asking for a straight out refund, especially if the quoted time frame for the parts to arrive comes and goes and no progress is made. You shouldn’t have to deal with them any longer or with the hassle of trying to sell even a brand new replacement machine to recoup your costs (and whose new owner would possibly go through the same trouble down the track).
Your story has been heard here in Oz and will be talked about!
Katie, between my two daughters and me, we own 9 Husqvarna Viking sewing/embroidery/serger machines. ALL of them were made in Sweden. My eldest daughter worked for HQ for a time, and learned an awful lot of inside info. Since HQ, Singer, and Pfaff have merged into one company, all machines are manufactured in one factory in China. Parts are mixed and matched, and the quality of the machines has nose-dived. Corporate has moved from Cleveland, OH, to TN. Nothing is as it used to be. We have had no problems with any of our machines. However, were I to purchase a new machine now, knowing what I know, I would NOT purchase another Viking. Nor would I purchase a Singer nor a Pfaff, nor even a Brother. I would purchase a Bernina and be done with it. The incredible sewers I know who use Berninas cannot say enough good about them! Bernina has maintained its quality and reputation. If you asked me, I would recommend you get every penney back of HQ and head in another direction for a good machine. Like purchasing a car, you maintain it, and expect it to perform well for you. Good luck, and God bless. E. Hansen, Chester County, PA
Katie, thanks for posting this. After reading this and hearing your podcast, I will scratch the Viking Ruby deLuxe off my list of potential purchases. Since I’m in the market for a new machine in the next six weeks, and I was seriously considering the Ruby deLuxe, I guess I’m lucky to have found this information. I will stick with the Brother brand (three machines so far, and every one wonderful!). Good luck getting this all worked out.
well at least you and i are in the same boat, we have been so cheated mine is still sitting somewhere in chattanogga, tn on a shelf waiting for a part that is on a slow boat from china. I would love to have a machine now
What a sad tail of a good firm gone bad. I used to work at one of those Viking New Business Development Stores – lol. Over the years, as they have been bought out and merged with other firms, their dedication to their customers and to quality products has fallen drastically.
I am sure someone may have already made this suggestion- but have you tried using a topstitch needle? My Pfaff Embroidery machine has issues with certain types of thread shedding and breaking. I can eliminate the problem with a topstitch needle which has a different shape and length eye and a longer grove. .
Good luck – I will keep watching this to see how you make out.
I am sorry to read about the terrible service that you recieved. I am currently not in the market for a new machine, but I will remember this information when I do get a new machine. I will also share your post with anyone who asks me about machine brands.
I’m very sorry you’ve had so many problems with your machine. Rest assured this is the exception to the rule. My wife and I own a sewing machine store and I am a certified Husqvarna (and other brands) tech. There are at least 4 technical bulletins put out by Husqvarna on the very issue you are complaining about so there’s no mystery. Husqvarna’s policy is that the warranty is with the dealer so corporate would probably not address this directly with the customer. I would advise that you find another dealer with a good reputation and a good technician. It may cost a bit but it will pay off in the long run.
I’m selling the machine because there aren’t any good dealers in my area and I’m happier with my Pfaff.
Can you explain what a technical bulletin does for a Husqvarna tech? Are the bulletins addressing the thread tension issue or the part scarcity?
The Technical Bulletin draws attention to a specific problem such as with inconsistant feed on the tension discs or anything else that has been reported by dealer techs over a period of time. The manufacturer takes these reports and works on creating a fix which is then passed on to the dealers as a technical bulletin. So when a machine comes in again and again for the same problem the servicing tech should check to see if there is a bulletin on that problem.
If there is a problem that can’t be fixed locally the tech has access to the company’s techs who spend their time dealing with very difficult problems and passing the info to the dealers. If a dealer’s tech has trouble fixing a machine (we sometimes do) he can call the company’s techs for assistance. So there are options available when dealing with problem machines.
I know many people who have Sapphire’s and don’t have any problems at all, it’s a good machine. I suspect it’s a dealer problem or perhaps a communication thing.
Pfaff makes a good machine, Pfaff is owned by the same company as Husqvarna so many features are the same. Good wishes for your future projects!
I have an Elna Quilters Dream that I love but you do need to be careful about who you take it to for service. My locale elna dealer that I bought the machine from used to be great but they must have a new service person. My machine was squeeling and they did not fix it. I had to open it and oil it myself. I will be taking it to someone else for service in the San Diego area.
FIGHT ON GIRL. You deserve to have your problem addressed and fixed. Nothing less than a new machine or a full refund.
Most unfortunately, all the premium manufacturers(Pfaff, Bernina and Husqvarna) relocated their manufacturing operations from Germany(later, Brno in the Czech Republic), Switzerland and Sweden, respectively, to…China. I purchased a Pfaff Tiptronic 2020, made in Germany, for my mother back in 2000 or so, but it was destroyed in a house fire in 2005. It was superb, with its “walking foot”, and a great loss. Afterwards, I bought her a computerized Husqvarna Scandanavia 200, made in Sweden. Later, I scrambled and luckily found for her a top-of-the-line, all-mechanical Pfaff Select 1548, with the “walking foot”, made in the Czech Republic, and as a consolation for the loss of the first one. Pfaff’s manufacturing transition from Germany to what was once the Sudetenland, and what is now the western portion of the Czech Republic, had not affected its manufacturing integrity in the slightest, in my opinion. My mother goes from one to the other, happily, enjoying the combined features of both. Shortly afterwards, I chanced upon an all-mechanical Husqvarna Scandanavia 100, made in Sweden, for myself and as a collectible, given said relocations which began towards the end of the first decade of the new millenium.
China produces excellent silk, electronics, bicycles, shoes and clothing; however, of finer things mechanical, such as old-world watchmaking and sewing machines, fine lenses in addition(I’m an amateur astronomer), expertise in the latter leaves much to be desired; although they are improving, albeit at a snail’s pace.
There’s only one thing to do at this point…BUY USED.
Cheers!
First of all, I’m so sorry you have to deal with all of this! You should have been offered a loaner at the very least and a new machine when the repair didn’t happen in a timely fashion. Secondly, I just brought home this very same machine, I purchased at a Viking store inside JoAnns. I’ve had it running for the past 2 days, and no problems (YET!) If it does, I will go back and get my money back. I can be as loud and obnoxious as the next gal and that is way too much money to get yanked around for close to a year! Here’s hoping your issue is fixed, and you are back up and running in no time.
Good luck with your machine Patti – I hope you don’t have the issues I did. I got the part finally replaced and sold it. I didn’t want to have to set foot in that dealership ever again.