Viking Dealer BBB Complaint Response

For the Entire Saga start here:

Part 1: Why I Will Never Again Purchase or Recommend Husqvarna Viking Sewing Machines

Part 2: Final Thoughts on Husqvarna Viking

So the day we left for Port Canaveral to go on my cruise I received a response from my Better Business Bureau complaint against Tampa Bay Sewing Center. They claim I lied in my blog posts regarding the situation that occurred with the Topaz 20. They also claim they didn’t have to honor the warranty since it was in my friends name and not my own (this was the first they’d mentioned this little tidbit) and they honored it as a courtesy to me. How kind of them.

Something else that came to light in the attached documents is how a part that was on indefinite backorder magically appeared out of thin air. They removed the replacement part out of an existing machine. I was told by the Regional Manager on the phone that this was a new part. He left out the bit of information as to where the part came from but I had a sneaking suspicion.

BBB asks if you’re satisfied with the outcome when they send you the business response. You have a choice of answering “Yes” or “No”. I have the Topaz 20 back but was I satisfied? That’s not really a “Yes” or “No” response. I checked the “yes” box as that was really my only option and today added this to my response:

TBSC has lied when they say they had a conversation with me on 1/3/13 or 1/4/13 offering to either take a part out of an existing machine or wait on a new part in order to repair the Topaz 20. That conversation never occurred as I stated in my previous blog posts and explained to the manager and other employees several times. I also was not asked if I wanted my complaint resolved by a part being removed from a “new” machine on their floor due to a part shortage resulting in them not being able to repair my machine in a timely manner. The Regional Manager told me this was a new part and I didn’t find out the part was taken from a current machine until I received the BBB complaint response. This seems shady to me.

While the warranty may be in my friends name I didn’t feel the need to inconvenience her by having her drive with me each and every time the machine needed repair. If TBSC feels they were doing me a favor by honoring a warranty on a machine that was in someones name not my own they never indicated an problem before now. I could have brought her with me if that was necessary for them to have her signature for the repair work. This machine was purchased for me as a surprise and I returned the favor by making several quilts for her. She registered the warranty in her name not realizing TBSC didn’t have the honor the warranty based on a technicality in corporate policy. I’m grateful they decided to repair a machine that was just over a year old but I find it troubling to know they could just have said no to me requiring me to bring my friend each time I had to visit the dealer for repair or check on the repair status.

When the dealer returned my machine to me on 2/2/13 she asked if I would consider removing my blog post regarding my poor customer service experience. I said I would not but I would remove the name of the dealership as a courtesy. I also updated it and made sure to remove any speculation as to why the repair was taking so long from my post. It is important to me to remain factual and to try and remove any emotion from this terrible experience so others know the possibilities when making a large purchase like this from a dealer with bad customer service.

The business could have made this experience better by simply offering a loaner a week after it had been in the shop. They left me in a lurch through Thanksgiving and Christmas and didn’t even offer an apology.

I would never recommend this dealer to anyone wanting to purchase a sewing machine based on my experience and I do not trust them any longer.

The warranty bit is interesting to me. When my friend and I swapped machines we asked a store rep to find out if they could switch the names associated with the machines in their computer so when we brought them in for repair it would show up under the correct name. We were assured it wouldn’t be a problem. Then a few weeks later we were told it was not possible but it wouldn’t be an issue when we brought them in – just tell which name it was registered under and it would be taken care of. Now, according to the BBB response, it’s a huge problem and they’re doing me a favor honoring the warranty.

If you purchase a Husqvarna Viking sewing machine for a friend or family member and register the warranty in a name other than their name the dealer does not have to honor it. Sewing machine warranties do not transfer (this is common across brands) but apparently they take this quite literally. It makes me wonder if a fiance or husband were to purchase a machine and register the warranty in their name if the dealer would honor repair work requested by the girlfriend or wife if they came into the shop. According to the TBSC response it seems they feel they’re doing people a favor by working on machines with a different purchase name in their system.

This particular dealer did not care that the repair inconvenienced me, caused me to lose money from sales, or wasted my time and gas money driving to and from the dealer each time I brought the machine in for repair. This does not even take into account the number of hours spent on the phone with both the dealer and Viking Corporate during the two months the machine was waiting on repair just trying to get updates.

I find it funny the manager went on and on about how highly they regard their reputation and really care about customer service when I picked up my machine. Their response to my Better Business Bureau complaint seems to really focus on how I’m an apparent liar and how they did me a huge favor repairing a machine just over a year old.

It’s just icing on the cake. I’ve provided facts for you, the blog reader and potential purchaser of a sewing machine, as a warning of what can go wrong when you purchase from a dealer with poor customer service skills.

Comments

  1. Laura Chappel says:

    I’ve dealt with warranty replacement at several cell phone company like Motorola, apple, Samsung, lg, and HTC. I can relate the issue with the warranty information not being in the right name. however, the way Viking corporation went about in dealing was by far the worse I’ve ever seen. After my brother machine broke right before xmas, my husband decided that he wanted to buy an upgrade model. We were looking at Viking. However, after seeing everything you’ve gone thru. The value of positive customer experience is by far why i am still staying with my Brother machine.

  2. Colleen Lane says:

    Katie,

    Thanks so much for keeping up posted. I too purchased a Husky in 2000 and had nothing but problems and finally used it as a trade in on my Pfaff. I love my Pfaff and just purchased a used one for a back up machine. How was your vacation by the way? I’m not up to date on your podcasts but listen in order. I appreciate all you’ve done about this issue and sharing this information with other. Blessings

    • Vacation was great – hoping I’ll feel up to recording tomorrow and editing photos from the trip. I prepped for my first quilting class that I’ll be teaching on Saturday and got all my materials done.

  3. I just don’t get what’s the huge deal about who’s name is the warranty under when it’s really the machine itself that needs repairing, not the owner. Don’t sewing machines have their own ID or serial numbers? I find this rather ridiculous!

    • They do have serial numbers. Apparently most companies only honor the warranties if the original owner is bringing in the machine for repair or service. If the machine transfers ownership the warranty becomes null and void and the company no longer has to honor it.

      I’m not sure why expensive machinery like this has such a lax warranty policy. I guess because it’s not regulated like the car industry?

  4. Hi Since viking and have Mergered, will we have a trouble with our Pfaff’s? I have been dreaming of a diamond but now????

    • I don’t know. I know some people have issue with Pfaff machines too. I’m hoping mine lasts a long time and doesn’t give me problems. I trust the Pfaff dealer to take care of me so I’d be more likely to purchase a new machine from her. I think most of my problem was the dealer not taking care of the issue properly.

  5. I agree with and second all the previous comments. I have had MANY problems with my Viking but sadly it was out of warranty when they occurred. I spoke to a dealer about exchanging it but it went from costing nearly $2000 to being worth $70 for a trade in. I think I would rather throw it in the landfill.
    It seems ridiculous advice, but due to problems with a car that didn’t get “fixed” properly for 3 months and a refrigerator that had to be EXCHANGED THREE times, involving untold hours of frustration and phone time, I think that when a person purchases a product and the FIRST time they experience difficulty, they should start a journal and record who they talked to, what they said, and when. You think you won’t forget details but you do over time, then it becomes difficult to remember and verify all that was said and done. Too bad they don’t make products with a built in tape recorder, but then again, they could probably find a way to “wipe them clean” remotely.

    • I’ve heard from undisclosed sources that that particular dealer HATES documentation of problems for that very reason. They don’t want a paper trail or anything documented when someone calls or brings a machine in for service so they encourage their employees to be very vague when writing down the problems a customer is having. I find that horrifying and shady.

  6. I was taking a quilt class this weekend and a couple of women stopped in to ask what was the best machine to purchase. She wanted one for sewing and quilting as well as embroidery. I told them that I will never purchase a Viking (Husqvarna) and to check out your blog. That several people have had the same complaints. I have also heard similar complaints from women in my quilters guild. I have never owned a Viking and I never will. While I have never met you in person (just from this blog and your weekly emails), I feel I know you well enough to say you would never lie!

    • Thanks for passing the word along. People need to know how important the right dealer is to make a purchase from and I’d rather folks go to good dealers with a good reputation to spend their hard earned money.

      I would never lie and as it is, I’ve risked hurting my blog reputation simply by making this so public as sponsors may be less likely to ask to sponsor my blog. I’m okay with that. It’s more important to me that people know the truth and lose a few sponsors than to hide something so problematic.

      • As I mentioned before in a post, the bottom line really is customer service…honest, timely, and efficient ! My machine is older and I too lust after the newer ones that allege to do everything. My father used to say (back in the 60’s) that the more options a car or appliance had, the more problems you were likely to have. Sometimes it seems he was right. But that’s what life and technology are all about….change & progress. Hopefully all good.

  7. I taught basic sewing a few years back in a private school and encouraged the girls to bring their own machines if possible. One young lady had a Huskqvarna Viking machine, which was a total dog. I hated that machine. I could go on for paragraphs about the whole experience, but suffice it to say that it was a great trial to her, a beginning sewer. Also, my late mother had one, which she proceeded to drive over in her car — true story. She said it was an accident, but knowing what a trial it was to her I wonder.
    Never have owned one, never will, and when the conversation comes up recommend one of the several other good brands.

  8. I LOVE my Viking, and it’s been problem free. However, after reading this saga, I would be leary of buying a new one, and I would definitely be careful about the shop from which I bought it.

    • I loved my Viking a lot when it wasn’t giving me problems. They’re good machines when they work well. The part scarcity worries me the most – many people can’t be down a machine for two months without a loaner. I think the Dealer is the sticking point here though, you’re right.

  9. Well live and learn. I can say that I now report problems I have with a product and have gotten great customer service. Post it on blogs but the most help and fast service is on a Facebook page. America needs to get better products and industry need to watch their quality. Low price with good quality is what we all want. Not low price and not work at all.

  10. Thank you for being so awesome. I can not believe some people! You are very kind to take some items out of your previous blog posts – I would NOT.

    It’s interesting to me that someone would be SO shady and not think they will have lost sooo much more in the long run. All it takes is a kind word and truth!

  11. beijing says:

    check out my never ending story with Viking on their Facebook

  12. beijing says:

    check out Viking Facebook… my never ending problems…. customer service stinks

  13. It’s very obvious that you ladies don’t keep up with companies and their policies. For one thing, Singer, Viking and Pfaff are all owned by SVC, they’re not their own entity anymore. Somewhere Baby Lock is in there too because if you look at the machine design, you’ll see the same machines with different names/models. Same machine, maybe a little less/little more stitches. The Singer Quantum L500 comes to mind. It has the most features, but if you go purchase a Baby Lock Quest Plus it’s the same machine, if you purchase a Pfaff Smart Pro C1100 it is yet the same machine. The Singer has over 400 design stitches, the BabyLock 363 and the Pfaff has only 207. Still the same exact machine, the Pfaff gives you less and charges you more. If you buy a Viking Husky, why not just go out and buy a cheapie Japanese or Taiwanese machine? It’s the same thing. You need to do your homework, otherwise keep quiet. The manufacturers know you’re not paying attention and that’s why they do it. All you see is the name brand on the machine, and think, because you pay a high price tag, you’re getting something special…….YOU ARE & WITHOUT SO MUCH AS A KISS.

    • The Viking Topaz 20 and the Pfaff Creative 2.0 are very similar feature-wise but I can tell you I got way more bang for my buck with the Pfaff than the Viking. Same hoop size area but the Pfaff came with several features the Viking Topaz did not.

      I know the holding company owns Pfaff, Singer and Viking. They are manufactured differently. Having used both Pfaff and Viking machines I can tell you Viking feels very different than Pfaff.

      The major issue I had was with the dealer. If I buy a new machine I expect the dealer to provide ample warranty service for it. Viking Corporate could care less about the way their dealers treat their customers. They also don’t seem to be on top of the part manufacturing since many people are having problems getting parts for warranty repair on their machines.

      I won’t keep quiet. This is a problem and it is NOT the consumers fault, its the dealers fault and Viking corporates fault for providing poor customer and repair service.

      • Jamie B. says:

        Hi Katie and Joe,

        I’m came across your blog via Reddit/r/quilting for the pineapple paper piecing tutorial (which I followed, put together and loved! Huge irony is I put it together on a Topaz 30 >_>;;)… Anyway, I am an employee of SVP Worldwide, the owning company of Singer, Husqvarna Viking and Pfaff. I work as a manager of a “Viking Sewing Gallery” and have some things to say about the issues being said. I’m going to start off by saying I completely agree that Tampa Bay Sewing Center completely dropped the ball when it came to their customer service for this repair experience. From what I can tell, they are an independent dealership from Husqvarna Viking and do not work for SVP Worldwide at all.

        What that means is they get machines from SVP by buying them outright and then resell them to who ever is their customer base. By doing that they are not able to get support from SVP regarding repair service, warranty coverage or other things that would be available to being directly linked with the company. Think of it like a car dealership, getting your car from “Uncle Johnny’s Deep Used Car Discounter Outlet” is not going to have support like a Ford or Toyota dealership that is directly connected to the manufacturer.

        I do know that if you (Katie) had been linked to a Viking Sewing Gallery or (sometimes they are called) Ultimate Sewing Centers, she would have had access to having corporate support. But to get that level of support, the machine has to go through a local repair center, sometimes a non-local ship out repair center, or have to have the same issue be non-resolved. Most of the time, repairs might be bypass because a manager can get with an area manager and discuss alternate options to repair (such as replacement.)

        I had a customer with a Designer Diamond Deluxe where her omnimotion stitches were off calibration, and no amount of repair work would correct them. After a month of repair, we offered to exchange the machine for her and then a grueling search began. We had to go through several machines before we found one with no issues.

        That blew my mind that these machines that have such a high cost can sometimes just be a bad machine or a lemon.

        I can relate so much to your entire experience, and can completely sympathize with what you experienced. The fact that Tampa Bay Sewing Center wouldn’t own up to just failing you as your then dealership is just sad. I would say it’s completely fair for you to not recommend that location based off of how they treated you, because owning a certain brand of sewing machine is just part of the whole experience. If your dealership doesn’t offer you the support you need, then the machine has no value.

        I love my own Viking, a tribute 140C, but if I didn’t have the place I work at (and manage) to offer me the in store support, I wouldn’t have the purchase in the first place.

        SVP only manufactures Singer, Pfaff and Husqvarna Viking sewing and embroidery machines, and sergers. Any other brand is not from this company (Such as Babylock. Not by them at all.) From my training experience, Husqvarna Viking sewing and embroidery machines (Opal, sapphire, topaz, ruby and diamond) are engineered in Sweden and the parts are made all over the world. They are typically constructed in Taiwan or China. The US ships the machines from 2 warehouses, one in California and the other in Tennessee. Parts shipped from these locations for repairs do go on ridiculous back orders that can last for months.

        If I can’t get something for months on end, I see if another store in my area has it and just get it transfered. However, repair parts aren’t carried by these stores. But our repairman has better access to repair parts because he is in contact and supported by my headquarters, SVP.

        I hope this wasn’t a total waste of time, in case you might be aware of some of this information. If not that, then I hope this shed some light on buying from a dealership versus a re seller, the company’s process to handling repairs and how this could have been entirely avoided if Tampa Bay Sewing Center had just offered better customer service/not been so shady!

        I hope you love the crap out of your Pfaff creative 2.0, I am jealous! (As I know my next machine will probably be a pfaff (for the IDT foot alone!).)

    • Krisann Robles says:

      Baby Lock is not part of SVP in any way. Baby Lock is owned by the Tacony Corporation in Fenton, MO. They are the only American owned sewing machine company. Baby Lock machines are very well made and have a very good reputation, unlike current Singer or other SVP brands. Many Baby Lock machines are made in the same factories as Brother models but they are completely separate competing companies.

      The Quest Plus is no longer manufactured so I cannot say how it compares to the Singer QL500 or the Pfaff specifically. If those are current models they may have been created based off the QP which has been out of production for 3 years or more. You also can’t judge a machine by its cover and stitch count. Baby Lock has much higher manufacturing standards than other companies.

      We used to sell Singer products and we do work with both SVP and Baby Lock in my store but we only sell Baby Lock. When Singer bought out Viking, Pfaff, and White it all went downhill. The machines are basically junk. Next time you are in the market for a machine, please check out Baby Lock. Nancy Zieman (Sewing with Nancy), Eleanor Burns (Quilt in a Day), and Jenny Doan (Missouri Star Quilt Company) are all Baby Lock fans.

      Blessings,
      Krisann

    • I would like your personal opinion on purchasing. I do not have a budget for the fancy name brands and was nearly going to break the bank to purchase one for myself and my mother. When I began looking at the Husqvarna Viking, Pfaff, Bernini,Janome, Babylocks, Singer etc.I quickly saw that things were definitely different than the ‘old days’ lol. Last year before I got sick I was set on the Jenome 11000 was was willing to pay a high price to a person I had found on the web that sold many, many types of machines and products for those machines. I was getting this model very inexpensive compared to the MFG place. She did inform me to find a good repair person in my area and someone that I could trust and would be able to actually get my machine back asap. Something happened to her CC machine. We worked for 3 days between my bank and her machine. The problem wasn’t on my end and I finally said I am done trying. I ended up having surgery and put off a new purchase until this week when I wanted one for Mother’s Day. With less money due to surgery, and after taking my Mom to JoAnn’s she was about to vomit over the prices. She was born 1932 and was absolutely sick. She could have bought a home for what the machine and parts were adding up to. So, we tried the machine out, got all of the info, got home and she said I DO NOT WANT TO SPEND THAT SORT OF MONEY. So, I went to EBAY of course. Found a few good deals but knew I would not have a dealer to fix the problem. Now I see this blog and am concerned. Last night after my Mom’s refusal l to spend such an ungodly amount of money on a machine she decided she’d rather just have the Singer Quantum 9960 Computerized. We can get that for abt $800.00 and everything is less expensive for it when you have to buy other things. I have seen a few blogs where everyone has complaints about every single machine but one thing I am sure of is that if the ones I was wanting are all owned by one company which to me is a darned monopoly I just don’t like it. Bad customer service, and from your description, same machines dressed up differently. I need to make a decision. Despite all being owned my same people do you feel that the Singer my Mother is asking for is a waste of money and will shortly be giving her a lot of problems? I am just so confused now I need any help I can get. Thank you for your honestly about the machines. It has opened my eyes to a lot. HELLLLP!!!! SOS!!!!!!! Diann

      • Thank you first of all, for reading my statements. They are really true. Quite recently I purchased two machines off of ebay. I purchased them from Dealers. I am very satisfied. One machine that isn’t made anymore was a Singer Quantum XL-6000 I found one with a lot of “miles” on it but it was in perfect condition. The reason I opted for this machine if I were to pay retail it would have cost thousands of dollars. There is only one company that claims they have new ones in a box. The machine was made by Juki. The other was a Viking 850 which I purchased from someone that no longer sells on ebay. The machine was a remarkable value and I am truly satisfied. (I paid less than half of what others were asking for their machines) If you would email me iiwoody at yahoo dot com I would be happy to pass along the web address of known good dealers. I am somewhat skeptical buying from private individuals and some dealers even offer warranties. Rather short ones but this is usually telling one that the machine has been inspected and working properly.
        As far as the Singer 9960 I had considered one at one time. Nice machine. If your mom likes all the stitches or needs all of them, then purchase it. But shop around….you can get hit pretty hard in the pocket book if you don’t do your homework. For any Mechanical (not electronic) I highly recommend a Jaguar machine. Jaguar has been making industrial machines for years and they have a very good reputation. Sears (when they fell out of grace of White sewing machine co when it was in Ohio, also SVC) had their mechanical machines made by Jaguar. They are real work horses and many still in service 20 30 years down the road without trouble. Not sure who is making their mechanicals now as they are mostly electronic. BTW Juki makes Babylock sergers. The “air” ones that are $3 & 4K. Like any manufacturer they have patents on certain things but why pay the Bablylock price when you can get the same machine for less money just because it has a different logo on the front? Most of tSears electronics are made by Janome. Janome also jobs out machines. Janome puts their names on some Elna machines too. It’s a real circus out there and if you get your mind set on one brand, then you can’t fault the mfgf’s. they only do what comes naturally and that is go for your wallet. Good Luck and shoot me an email.

  14. I too have had issues with my Viking Topaz (its a 30 rather than 20). I waited forever for that machine and almost as soon as I got it there were issues. It was in the shop at least 4 times in the first 3 months. Then the switched it out for another machine because it would not seem to fix. Then that machine messed up so they switched it again but it turned out (based on serial numbers) to be the original machine I purchased. At one point I was out of a machine for nearly a month without a loaner and like you, it was over Christmas. This was heartbreaking as it was my first Christmas to have an embroidery machine. I thought that was where so many of my gifts would come from. Anyway, I have had minimal time to sew over the past few months but now with the kids back in school I started used my machine again. It is having issues yet again. I called the dealer yesterday to see about a repair and I was told their “certified” repair man (only person able to work on it without voiding the warranty) was not taking machines for repairs for 10 weeks which means I would be out almost 3 months by the time it is actually fixed. My other option is to drive 100 miles from here to another “certified” repair place. For anyone that uses this as a business, this is far from helpful and I cannot be without a machine for 3 months of the year! I just wanted to share this information because it happens at the end of August 2013 and may be helpful to others. I dont know if this is comany wide or just my local area with repairs but be on the lookout.

  15. I have a VH 6020 vintage machine that I purchased in a thrift shop for $15 and needed camstack repairs that cost me $319 total all said and done. The sales lady was very rude and referred to the repairs as a “root canal” while rolling her eyes and being snotty the entire time. They also required a $100 deposit on the repairs before beginning work on my machine, and it took them 6 weeks before it was ready. Now the bobbin winder spins but wont wind thread on the bobbins, and I’m cringing just thinking about what the repairs will cost. I am currently using my Singer 401A, which is much slower than the pace I became used to on my VH 6020. Right now I’m just ready to sell the VH and cut my losses. I wasn’t impressed with their customer service at all!

  16. This is so disappointing! I was researching a place to buy a new Husky as the 80’s model my late mother used has started giving me issues. She bought one of the early models that embroidered and used it 24/7. I inherited it 17 years ago and have used it sporadically but of late quite a bit. It is still functioning sometimes but it seems to think I am constantly out of bobbin thread?? I wanted to have it repaired and keep going but thought, “hey I might as well treat myself to a newer model that will do so much more” but now I think I need to have it repaired and keep going! Thanks for keeping the public informed ladies!

  17. I don’t know if you are aware of it, but using an embroidery machine that is manufactured for home use in a business also voids the warranty. Another little tidbit they don’t tell you.

    • I also want to add I am quite happy with My Viking Topaz 20. My tech has no issues doing warranty work for me even though the machine is under my mother’s name and we live on different sides of the country.

  18. Katie,

    Good for you for pointing out why you will never buy Husqvarna Viking any longer. I would suggest to NEVER buy any of the SVP products and I can speak firsthand because I used to work at this company. Besides the quality and service issues, they are having major cash flow issues which is why you can’t get service parts and product. They are not paying their supplies henceforth, SVP is on constant credit hold and the vicious cycle repeats itself. No parts, no repair parts, no product. Pretty simple. The current senior management is totally inept and incompetent. It makes me wonder how long they can stay in business running on a shoe string budget. Beware of companies with huge cash flow issues!!

    Buy Brother. I concur.

  19. danwebster33 says:

    Please Kohlberg FIRE SVP Worldwide’s CEO and their incompetent senior management staff. They are totally inept. Why does Helmkamp keep the SAME operations managers who have failed miserably year after year?? Is she just plain stupid or doesn’t care?? Aftermarket and spare parts division are worst now then any other time YET it’s the same management it was three years ago. The same idiot running the LaVergne operation is STILL in charge even though spare parts and aftermarket deliveries suck year after year! I can understand if he was brand new but this bonehead who was put in charge from the previous operation’s manager. Hello Helmkamp???? Anyone home!!????

    Helmkamp – Let me give you advice from a good CEO. You hold your senior staff ACCOUNTABLE for the results. If the manager has been there for over three years and the results constantly get worse, you FIRE the idiot and bring someone else who will look at it from a DIFFERENT DIRECTION and offer a DIFFERENT VISION. (Do what you’ve always done, you’ll always get the same results). Quit getting sucked into the phony charisma and smell the coffee When you see high turnover or if the Manager keeps terminating his employees blaming them for all the problems, red flags should come up. You can’t be that stupid right??? If they’re just wanting to suck up your travel budget showing little results, then take a deeper look. An OBSERVANT CEO would do this. Apparently you’re not one of them.

    If you don’t Kohlberg will replace YOU. And they SHOULD!!

  20. Thanks everyone for all the info, I’m new to quilting, have become addicted, and just bought a Janome 4120 DC . I turned in my Viking , it had started having problems but I’d had it over 15 yrs, and I used it as a trade in. Ithink it was an 1800, very basic. So far things are great. I’ve been to one class (they offer 4 after you buy a machine.) I think Nuttles is a dealer but now I’m not so sure). Anyway it’s brand new and I love it so far but wanted to follow the conversations and have access to all your thoughts and experiences before upgrading to an embroidery and sewing quilting type machine. Thanks again from an addicted novice!

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