Kelly's Creative Sewing

Initial Business Response /* (1000, 5, 2017/03/20) */
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On Saturday March 3/*** came into my establishment complaining that her machine was making a
squealing noiseShe played a video from her phone but, I could not hear it clearlyPrior to the service I did a test run before proceeding with the serviceI heard a whining noise coming from the motor, not the squealing she mentionedThe machine was then dismantled,cleaned, greased and oiledThe threads were removed, bobbin case buffed as there were puncture holes from needle jams and I replaced the damaged needle plateThe embroidery module was treated in the same mannerThe noise that I heard as indicated was coming from the motorThis could be the noise she may have heardHer interpretation of the noise could be different from mineI did inform her of this issue when she came in to pick up the machineI also told her it should be replaced but at the time it is currently on back order, as I did check prior to the call pick-upThese motors are not repairable; they need to be replaced
I called her on Wednesday morning *** to pick up her machine not Thursday ***She arrived that same day *** in the early afternoon to pick up her machineI gave her the work order and explained in detail what was done to her machine as I always do, this is common practice with me and I return the damaged partsBefore paying her bill and leaving the store she set up her machine to run to check if the noise was goneAs she does every service visitShe did not comment that the squealing noise was thereI mentioned the whining noiseshe did not question that sound as it was only heard when the machine is running in full speedDuring the test run of a couple of font designs that I was stitching out, she implied that the throat plate given back to her was not hersShe said her plate had an "** mark on itI had told her it certainly was hers and I did not appreciate her accusationI have been in business for over *** and have never been deceitful to any of my customersAt that moment I made the decision that I would no longer support or service her as a customerI am not obligated to continue the service as there is no warranty on her product, she purchased it as a used productI supported and serviced her as a courtesy
When she was at the counter paying for her bill my 1:PM appointment had arrivedWhen the sale went through I then told *** discreetly and politely at the cash counter that it is at our best interest that she takes her machine to another service center as she clearly has trust issues with meHer reply was "***." I didn't reply to her answer as I did not want a sceneShe grabbed her stuff and stormed out the store
That following Friday morning she called me complaining about the noise...I told her once again we both did not hear a squealing the day she was in to pick it upThe only noise coming from her machine was a whining from the motorShe replied "***." At the time I was not aware that she was recording me but it would explain why she was talking to me politelyAs the questions continued I interrupted and told her once again that I am no longer going to continue my services with herShe then implied that the *** sample I did was done on another machine other then hersAt that moment I had enough of her accusation and ended the conversationLater that afternoon she called again, I choose not to answer the phoneShe then called the third time that day and a staff member answered my phone and *** demanded to speak with me, and she was very rude with my staf* was told I had stepped out and could not take the call*** replied "***?" ***My staff then asked how she could help herShe was looking for a phone number and my staff directed her to the phone book
Later that day I was updating my ***and there was a posting by *** stating that I was not going to service or fix her machine and that I was rude among other thingsShe also threatened that she would repost this comment periodicallyHer post was deleted within minutes and I had her blocked from my ***
She implied that I am rude and I yell at her, which I disagreeIf I was rude and yelled at her all the time she would certainly not return to the store under any circumstances I know I certainly wouldn't*** has her statement incorrect it is the other way aroundWhen she came in with her machine she would always question my expertiseI would give her my assumption and it was always doubted on her part and she raise her voice to meShe then contacted *** offered to have her machine looked at by another service centerThat service center did the same work as I didHer machine was returned to her and three days later it came back into my store for the same issues
At the time I was unaware that *** had contacted ***I only found out when one of her friends called to tell me she posted a comment on her *** and that *** sent her a new machineI then called *** for the details about her machineI then informed *** that she posted on her *** that she has a new machine and they need to contact *** to let her know that it was only a loner that it is not a replacement
I have tried and tried to work with *** in the past and to no availI have given her 110%, she had called me at one time at home on my day off to ask if I was going to the store that day to fix her machineWhich I did
I told her with the type of embroidery that she does on a day to day basis that she should consider getting a professional embroidery machine that is designed to do what she puts her domestic through
I am a certified trained Technician for over ***I am confident, experienced and knowledgeable on all my products
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Initial Consumer Rebuttal /* (3000, 7, 2017/03/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
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Final Business Response /* (4000, 9, 2017/03/28) */
I will not be issuing an apology to the customer as there is none warrantedI do not want *** as a customer as every time she visits my store there is constant drama and she has made it clear that she is unhappy with my service