Last night I picked up my Viking Topaz 20 from my dealer, Tampa Bay Sewing Center. They found a tension assembly and replaced it. It seems to be working.
56 days is how long it took for this repair to be completed.
I’ve updated my original blog post on the subject but I have some final thoughts for anyone that might be considering purchasing from HV and also for any dealers out there that might be reading my blog. When I picked up my machine I was asked if I’d consider taking my original blog post down. In all honesty, I was quite surprised at the request. Just because my machine had been fixed didn’t take away the horrible experience I’d had over the last two months.
My experience could have been better if the dealer had done the following:
Called me on a regular basis, preferably weekly, with updates on the status of the repair and what they are doing to try and speed it along.
Offered me a loaner machine a week after it had been in the shop, especially since it was right before the Christmas holidays when I needed to make gifts.
Been honest with me as to why the part was taking so long to come in and why they couldn’t just find one from another dealer.
Offered me something in compensation for my time waiting on the repair and driving back and forth to the dealer multiple times to get the problem fixed.
I still do not feel comfortable recommending the brand or this model of sewing machine to anyone, especially those that plan on using it on a regular basis. I typically sew and quilt upwards of 20 hours per week. I do not have another embroidery machine as a backup. I also used the Viking Topaz 20 as my main quilting machine since I purchased a cabinet that it dropped down into so I was unable to quilt anytime the machine was in the shop.
Ultimately this comes down to bad customer service. Maybe your local Husqvarna Viking dealer would have handled this repair problem differently. Mine dropped the ball on this one.
I sincerely hope the machine is fixed and the thread tension problem doesn’t happen again. Because of the experience I had with my dealer I will be selling the machine since I do not trust them. I can’t afford to be without a machine for that amount of time in the future.
See their response to my Better Business Bureau Complaint where they call me a liar.