Sew Special Quilts

SEW SPECIAL QUILTS September 28, Revdex.com Corporate Office La Posada Drive Austin, TX RE: [redacted] Dear Sirs, am responding to the complaint from ***, concerning her repair of her sewing machine at our location, As always, there are always two sides to a story, and I offer you this explanation_ [redacted] brought her machine to us to repair on April 17, We performed an annual maintenance according to her requestWe found that she had the wrong bobbin case in the machine, as well as a needle crammed in her feed dogsWe cleaned the machine, removed the needle, requiring us to disassemble the feed dog mechanism, and we deter­mined she was using the wrong bobbin case_ We used one of our bobbin cases to sew in the machine, and it all worked as it should have [redacted] did not want to purchase the correct bobbin case, claiming she had the correct one at homeWe explained that unless she brought in her bobbin case, we could not verify that the machine would sew with proper tensionWe did sell her incorrect bobbins when she picked up her machineEven though we did perform ex­tra work on the machine we only charged her the standard cleaning priceShe returned to the store on May 23, with the wrong bobbins and we returned her money and put in an order for the correct onesThese arrived and were delivered on June We have no record that the machine was brought back in on further occasion after the initial cleaningIf a machine comes in and we can resolve the issue without the machine being left at the store, we might not have a record in our repair historyWe do know that the machine was never left at the store since the cleaning for an issue that required us to keep the machineThe complaint from her was received on September 17, five months after the initial repair, The first I heard that there was a problem, is when she called last week and screamed at our technician and indicated we "ruined her machine"I immediately emailed her, a copy is attached that we were sorry she was unhappy with our service and offered to look at the machine again, or send it back to the factory if she had lost faith in usI have had one email from her since I sent this email to her, and a copy is also attached, indicating she was traveling and would contact me upon her returnIn my opinion, we offer great service, and if she was having continued issues, had she brought the machine to us we would have worked to resolve them as quickly as possibleIf she doesn't bring the machine to us, we can't fix itWe are still willing to resolve this issue, and have given her that offerIf she had asked us for a refund, we would have also happily refunded her money, Our biggest concern though, is that her machine be put in good working order [redacted] Owner, Sew Special Quilts Sew Special Quilts • NLoop West, Suite tTe Son Antonio, TX 210-698-• www.sewspecialsa

SEW SPECIAL QUILTS September 28,
Revdex.com Corporate Office La Posada Drive Austin, TX RE: [redacted] Dear Sirs, am responding to the complaint from [redacted], concerning her repair of her sewing machine at our location, As always, there are always two sides to a story, and I offer you this explanation_ [redacted] brought her machine to us to repair on April 17, We performed an annual maintenance according to her requestWe found that she had the wrong bobbin case in the machine, as well as a needle crammed in her feed dogsWe cleaned the machine, removed the needle, requiring us to disassemble the feed dog mechanism, and we deter­mined she was using the wrong bobbin case_ We used one of our bobbin cases to sew in the machine, and it all worked as it should have[redacted] did not want to purchase the correct bobbin case, claiming she had the correct one at homeWe explained that unless she brought in her bobbin case, we could not verify that the machine would sew with proper tensionWe did sell her incorrect bobbins when she picked up her machineEven though we did perform ex­tra work on the machine we only charged her the standard cleaning priceShe returned to the store on May 23, with the wrong bobbins and we returned her money and put in an order for the correct onesThese arrived and were delivered on June We have no record that the machine was brought back in on further occasion after the initial cleaningIf a machine comes in and we can resolve the issue without the machine being left at the store, we might not have a record in our repair historyWe do know that the machine was never left at the store since the cleaning for an issue that required us to keep the machineThe complaint from her was received on September 17, five months after the initial repair, The first I heard that there was a problem, is when she called last week and screamed at our technician and indicated we "ruined her machine"I immediately emailed her, a copy is attached that we were sorry she was unhappy with our service and offered to look at the machine again, or send it back to the factory if she had lost faith in usI have had one email from her since I sent this email to her, and a copy is also attached, indicating she was traveling and would contact me upon her returnIn my opinion, we offer great service, and if she was having continued issues, had she brought the machine to us we would have worked to resolve them as quickly as possibleIf she doesn't bring the machine to us, we can't fix itWe are still willing to resolve this issue, and have given her that offerIf she had asked us for a refund, we would have also happily refunded her money, Our biggest concern though, is that her machine be put in good working order[redacted] Owner, Sew Special Quilts Sew Special Quilts • NLoop West, Suite tTe Son Antonio, TX 210-698-• www.sewspecialsa

SEW SPECIAL QUILTS September 28, 2015 Revdex.com Corporate Office 1005 La Posada Drive Austin, TX 78752 RE: [redacted] Dear Sirs, am responding to the complaint from [redacted], concerning her repair of her sewing machine at our location, As always, there are always two sides to a story, and I offer you this...

explanation_ [redacted] brought her machine to us to repair on April 17, 2015. We performed an annual maintenance according to her request. We found that she had the wrong bobbin case in the machine, as well as a needle crammed in her feed dogs. We cleaned the machine, removed the needle, requiring us to disassemble the feed dog mechanism, and we deter­mined she was using the wrong bobbin case_ We used one of our bobbin cases to sew in the machine, and it all worked as it should have. [redacted] did not want to purchase the correct bobbin case, claiming she had the correct one at home. We explained that unless she brought in her bobbin case, we could not verify that the machine would sew with proper tension. We did sell her incorrect bobbins when she picked up her machine. Even though we did perform ex­tra work on the machine we only charged her the standard cleaning price. She returned to the store on May 23, with the wrong bobbins and we returned her money and put in an order for the correct ones. These arrived and were delivered on June 4. We have no record that the machine was brought back in on further occasion after the initial cleaning. If a machine comes in and we can resolve the issue without the machine being left at the store, we might not have a record in our repair history. We do know that the machine was never left at the store since the cleaning for an issue that required us to keep the machine. The complaint from her was received on September 17, five months after the initial repair, The first I heard that there was a problem, is when she called last week and screamed at our technician and indicated we "ruined her machine". I immediately emailed her, a copy is attached that we were sorry she was unhappy with our service and offered to look at the machine again, or send it back to the factory if she had lost faith in us. I have had one email from her since I sent this email to her, and a copy is also attached, indicating she was traveling and would contact me upon her return. In my opinion, we offer great service, and if she was having continued issues, had she brought the machine to us we would have worked to resolve them as quickly as possible. If she doesn't bring the machine to us, we can't fix it. We are still willing to resolve this issue, and have given her that offer. If she had asked us for a refund, we would have also happily refunded her money, Our biggest concern though, is that her machine be put in good working order. [redacted] Owner, Sew Special Quilts Sew Special Quilts • 5139 N. Loop 1604 West, Suite 110 tTe Son Antonio, TX 78248 210-698-6076 • www.sewspecialsa