Janome America, Inc

I bought TWO of the Janome 3160QDC machine, one for my wife and one for our daughter, BOTH have had bobbin problems from the very beginning. I have taken them back three times and now we are being told they are out of warranty, now the store I bought them from tells me that I need to buy new machines. I spent over $1200.00 for the pair. Due to Janome refusal to provide a customer support number and have it's dealers stand behind the product, I can not state strongly enough, DO NOT do business with them. If a company will not provide technical support for it's products, it speaks volumes as to the reliability of the company and it's products. I only wish I had read online reviews prior to the purchase!

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
Since the Janome representative who contacted me said this was the ONLY machine they have seen the motherboard fail, I would think they would know EXACTLY which machine the letter of complaint was referring to. The serial number is ON the machine so I don't have access to it. Janome has finally returned my sewing machine which is all I wanted. The business response is really very much like the dealings I have had in the past, pass the buck and stall. However, I will accept the response just to close this matter since I have my machine back. Thank you for opening and following up on this complaint. 
Regards,
[redacted]

Review: I bought a Nechhi e. c. 100 embroidery machine new from ST. Joesph sewing center in [redacted]o. July 22 2013 . Abou a month later I started having problems with it. When icalled them they were out of business. I then called Janome and got consumers the lady gave me places in Kansas City Mo. She said I would have to pay for labor cause they had not sold me the machine. I went to Missouri sewing machine and left it for repair it took 2 weeks labor was75.00 dollars . I used it very little until Sept 2014 and started having trouble again so I took it back to Mo. sewing center they kept for 2 weeks . Got home and starting using it after about 2 designs again the same problem Called and talked to [redacted] at Mo sewing center and he told me to bring it in . [redacted] said the screws had fallen where the hoop connects to the embroidery . got home same thing again called Martin. He said it would happen again it can't be fixed. [redacted] remark was it's a lemon. I called Janome and talked to [redacted] she said I would have to take it back to the dealer and pay to and from shipping charges labor and parts. all of these trips to K.C. is over 200 miles round trip I explained this to [redacted] . plus the cost of gas were senior citzens on a fixed income .I ask to speak to some one else and she refused. The next day [redacted] called and said there was a place to take to in kansas over 250 miles pay pay for labor and parts . I told her I would pass because [redacted] had already told me it was unable to be fixed. I have a 25 year warranty on this for what I don't know. Im upset cause Janome does not care about this and I'm left with a Big problem. I hope you can help me with this . Thank you [redacted]Desired Settlement: Trust and good customer service.

Business

Response:

Dear Sirs:Thank you for your e-mail regarding the complaint from [redacted]. We are sorry for her dissatisfaction and have contacted [redacted], our district sales manager in the area to see if he could help. The dealer who serviced Ms. [redacted]’s sewing machine has advised [redacted] that the machine was working perfectly each time it left the store. It is possible for Ms. [redacted] to send the machine here to Janome in NJ to be inspected by our factory trained personnel. She would need to take it to a dealer and have them ship it for her. As per the terms of the warranty, she would also be responsible for the shipping expenses, labor, as well as any non-warranted parts that are necessary to repair it. Missouri Sewing Machine Company might be willing to do that for her since they are the closest dealer to her. Unfortunately, the warranty on the machine does not cover a consumer’s transportation costs to and from the dealer and we are sorry that there are no other dealers closer to Ms. [redacted]’s home. We believe that the best solution to help this consumer would be for our service department to inspect it and make any necessary repairs to it here in NJ. Another possible solution is for Ms. [redacted] to take the machine to another dealer, which has been suggested to her. The owner of JM Sewing in Holton KS, Michelle, spoke to our sales rep and is willing to inspect and repair the machine for Ms. [redacted]. Once again, she would have to bring the machine to their store. They would also be able to ship it to NJ for repair if they felt that was necessary. We hope that Ms. [redacted] will choose one of these alternatives so her sewing machine can be restored to good working order and she can enjoy it for many years to come. Thank you.

Consumer

Response:

I am rejecting this response because:

It was stated to me by [redacted] at consumers (janome ) that I would have to pay for labor and parts plus shipping to and from if I shipped to NJ. Is this correct?

Regards,

I purchased your sewing machine less than a year ago and it has been in for repairs twice. Very disappointed.

I have a machine that is 3 years old Memory Craft 9700, you can no longer by the replacement parts once it breaks. I purchased brand new and the retailer who sold it said its obsolete and sorry either get a new machine or your stuck with that one. You should have replacement parts for your machines no matter how old.

Review: I bought a Nechhi e. c. 100 embroidery machine new from [redacted] sewing center in [redacted] July 22 2013 . Abou a **nth later I started having problems with it. When icalled them they were out of business. I then called Janome and got consumers the lady gave me places in [redacted]. She said I would have to pay for labor cause they had not sold me the machine. I went to [redacted] sewing machine and left it for repair it took 2 weeks labor was75.00 dollars . I used it very little until Sept 2014 and started having trouble again so I took it back to **. sewing center they kept for 2 weeks . Got home and starting using it after about 2 designs again the same problem Called and talked to [redacted] at ** sewing center and he told me to bring it in . [redacted] said the screws had fallen where the hoop connects to the embroidery . got home same thing again called [redacted]. He said it would happen again it can't be fixed. [redacted] remark was it's a le**n. I called Janome and talked to [redacted] she said I would have to take it back to the dealer and pay to and from shipping charges labor and parts. all of these trips to [redacted]. is over 200 miles round trip I explained this to [redacted] . plus the cost of gas were senior citzens on a fixed income .I ask to speak to some one else and she refused. The next day [redacted] called and said there was a place to take to in [redacted] over 250 miles pay pay for labor and parts . I told her I would pass because [redacted] had already told me it was unable to be fixed. I have a 25 year warranty on this for what I don't know. Im upset cause Janome does not care about this and I'm left with a Big problem. I hope you can help me with this . Thank you [redacted]Desired Settlement: Trust and good customer service.

Business

Response:

I responded to this complaint twice. Please check your records! I don't know what else to do. Apparently, your system is not working properly. If you do not get this message, there is not much more I can do.

Review: I purchased a Janome Horizon Memory Craft 12000 In December 2013. A month later while embroidering on the machine I heard a crunch. I stopped the machine and upon inspection I found that one of the main L.E.D. lamps above the needle had broken off. I called my dealer that is located over 306 miled away whom I purchased this machine from about the issue. They advised me to bring the machine in right away. I scheduled the drive and the repair in January of 2014. They could not replace the L.E.D. because this was something that was not in stock. During this visit they advised me that they had ordered the L.E.D. but that the tech had noticed that one of the computer boards on the machine needed replacement because it was burned out. I asked how this could be since this is a new machine. But they explained that this sort of thing can happen from time to time. I waited for the two part to come in and finally in March of 2014 they came in and I scheduled the repair and drive. In march they replaced the L.E.D. but noticed that yet another circuit board on the machine was faulty and it also needed replacement. Again I awaited the board to come in and in June of 2014 I had it repaired along with scheduling another 4 -5 hour drive each way for this machine's repair. It was repaired and again now a month later I cannot sew or embroider on this expensive machine because now it is shredding thread. I have tried to relieve the situation to no avail. My other machines perform flawlessly. I don't believe that machine was build/manufactured to correct standards being that it has had so many issues. I truly believe that machine is a true lemon.Desired Settlement: I would like for Janome of America to accept responsibility of their defective product and replace it with a brand new machine. I do not feel that a repair is needed at this point since it has undergone so many repair issues already. I do not want to have to drive yet another 4 -5 one way and wasting my gas and time on this machine any longer, I demand a replacement. I have been inconvenienced way more than necessary and I feel ripped off by this machine and the quality. Janome should also compensate me for gas and time spent on the various repairs that this machine has undergone also I could show dealer documentation proof of these repairs.

Business

Response:

Please be advised that I did not receive the two prior complaints that you refer to but I did receive today's message and my response is below:

Last month, the dealer, [redacted] Sew and Vac called our service department and asked for a box so they could send Mr. [redacted]'s machine in for inspection in our service department here in NJ. We shipped the proper box free of charge so he can send the machine here. As of today, we have not received the machine. Our Service Department Manager called the dealer and the dealer confirmed that Mr. [redacted] has the box and is in the process of packing the machine and will ship it in a couple of days.

The reason for the shredding thread may be due to using an old needle or incorrect needle size for the thread being used or possibly due to incorrect threading. Mr. [redacted] did not say if the dealer inspected the machine for the threading problem. During the first year of ownership, labor is provided free of charge by the dealer who sold him the machine.

If he prefers to send it to NJ, we will inspect it here to see if we can find the reason for the problem however, shipping charges may apply. Please ask Mr. [redacted] to contact [redacted]a at [redacted] to decide what he would like to do.

Thank you.

HR Manager

Consumer

Response:

Janome has fully taken responsibility for the faulty machine. I appreciate their sincere concern and assistance in helping resolve this issue. They provided the best resolution for the issue and I am completely satisfied with that they have done for me.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,