Juki America

sent in for repair and returned broken
My DX7 has a straight stitch sensor that was not working I sent it in for repair and m machine came back with a broken part?!!! the part that engages the straight stitch sensor! I contacted *** via email and explained what happened ...*** apparently doesn't GET that two parts on the machine are BROKEN NOW! the machine does sew but has 2 broken parts one of which JUKI repair broke!...he's RUDE and says the machine was tested and sews have a great day!? *** ??? OF COURSE IT SEWS BUT WHY IS *** ignoring that 2 parts of the machine are STILL broken? he refuses to resolve the issue and denies any wrong doing from JUKI even though JUKI ACTUALLY BROKE A LEVER ON THE MACHINE..THE lever that turns on the straight stitch sensor! it will NOW not stay engaged

I sent my Juki DX 2000 QVP sewing machine to Juki America Inc for repair in November. I kept the tracking number so I could make sure they received my Juki, which they did receive it on November 30, 2018 at 4:09 pm received by ***.

Weeks went by and no word from them. I contacted Juki America to ask about the status of my machine. I was told by*** it 'should have been? mailed back to me on Dec. 7. I did not receive my machine back. I asked*** for a tracking number via email and received no response back at all.

I contacted customer service to ask for the tracking number for the Juki they said should have been mailed back to me and I got no response. I contacted 4 different people there and not one of them has responded to my request. The customer service (if you can even call it that) is the worst customer service I have ever dealt with before in my life. I get zero responses to any of my inquires.

I am still waiting for the return of my sewing machine. If they lost my machine or accidentally sent my machine to someone else, then they owe me a new machine. I purchased this machine new in May 2018 and only sewed on it 4 times before having a problem that needed to be fixed.
Product_Or_Service: Sewing Machine
Order_Number: Serial 5UALE XXXXX

Broken serger under warranty, over 3 months later no repair, minimal contact.
At the end of February, 2018, I purchased a Juki MO-644D serger from Amazon. I didn't even take it out of the box for the first month, and once I did, I used it maybe six times on light fabrics.
-On Thursday, April 26, 2018, I contacted Juki's customer support due to my serger having broken an internal piece. The upper looper had snapped in half.
-I finally received a brusque response on May 4 saying "A technician will contact you to assist you."
-A week later on May 12, I emailed again as I had heard nothing yet, asking when I should expect contact.
-On May 16, I received email from a technician,Elbert, which included the email he was sent ONLY THAT DAY about contacting me. I requested email contact as I am not always able to reach my phone.
-Due to severe illness that kept me in bed for two weeks, I wasn't able to respond until May 28. I did respond, and sent all the requested photos and information.
-On June 23, I emailed again, pointing out it had been over a month since last contact, and I hadn't heard a word from anyone in that time.
-June 24, Elbert the technician responded, sending an attached form for me to fill out and return (asking for all the info I'd already sent him.) Elbert at least has been cordial and kind in his emails, and I have no personal issue with him, other than the lack of communication all around from the company.
-I returned the completed form on the 29th.
-Today, August 6, more than three months after my initial contact, I STILL have a broken serger, no further contact from Juki, and want to escalate this so that nobody else has to deal with this sort of customer service. I sent them another email today stating that I expect contact within 24 hours via email and a resolution within a week.
I have the email record of this entire exchange, if it is needed.