Singer Sewing Center of Orange County

To all concerned in the case of Mrs. [redacted]  Mrs. [redacted] first contacted us by phone concerning a Singer sewing machine she purchased for her daughter that was not performing properly, after a brief phone conversation we determined that the machine was indeed malfunctioning. Because Mrs....

[redacted] lives a moderate distance from our location we set up an appointment for her to bring the defective machine to our location and we agreed to look at the machine while she waited, we asked her to bring all the packing materials that the machine came in on the chance that the machine would have to be sent back to the Singer Company. On the appointed day Mrs. [redacted] brought the machine without the packing materials, after inspecting the machine we determined that indeed the machine had a fatal fault and would indeed need to be sent to Singer, because Singer will pay for the shipping in such cases but not packaging and because Mrs [redacted] lives in San Diego and we are located in Garden Grove we felt it best that she take the machine home and ship it to Singer so that they would ship it back directly to her home, saving her the second trip to our location. Here is where the communication with Mrs. [redacted] took a wrong turn my technician [redacted] tells me that he instructed Mrs. [redacted] to call the Singer Company directly Mrs. [redacted] believes that [redacted] told her that he would get the call tag from the Singer Company for her, because we did not keep the machine or perform any work on it we did not have any paperwork to track the machine, because of this when Mrs. [redacted] would call (and as luck would have it only on the days when [redacted] was not in the shop) we had no way of tracking the machine or customer as she was not our customer, I instructed Mrs. [redacted] to call Singer directly and gave her and her husband the number on more than one occasion. When we where finally able to get [redacted] and Mr. [redacted] on the phone at the same time (on the day of the week I had been asking her to call back to speak with [redacted] all along) it became apparent clearly that we had not communicated in an effective manner. Mrs. [redacted] then called me quite upset as I would be at this point I told her that yes we had made a mistake, I gave her a heartfelt apology and I gave her instructions on how to resolve the issue with Singer and how to properly identify our shop to Singer, after repeating these instructions twice, Mrs. [redacted] continued to be VERY unprofessional in her contact on the phone I had admitted to the mistake given her the information that she needed I politely told Mrs. [redacted] that our convesation was over and ended the call. I certainly see Mrs. [redacted]s side of this I'm very sorry that we did not provide her with the service she deserved and we are now going to purchase a computerized POS system so that hopefully we will better be able to keep a record of all customers that we come into contact with. I also followed up with [redacted] a customer service representative with the Singer company and asked if they could expedite the repair or replacement of her machine, I hope they where able to satisfy Mrs. [redacted].Sincerely [redacted]

Review: We bought a Singer sewing machine for our daughter in February, 2014. Our daughter finally tried to use it in October, 2014, and found it to not work. We called Singer and got an email authorization from them to take the machine to their local service center in Garden Grove. We did so in December, 2014 and they determined they could not fix it. They said they would contact Singer and have them email us a return authorization to send the machine back to Tennessee for repair or replacement. Since then, we called [redacted], the manager more than 5 times between January, 2015 and now saying we have not received the email from Singer. Each time, Mr. [redacted] said he or his assistant, [redacted] would try again to contact them, appearing frustrated that Singer wS not responding. This last time we talked to Mr [redacted] and Mr Cristi, we got differing directions - call Singer directly to have them send return authorization. Mr. [redacted] also implied they did not have the machine so it was up to us to call Singer directly and they would not and did not contact Singer. This was after the numerous calls and Mr. [redacted] telling us he contacted them and we should be getting an email from Singer. This last time Mr [redacted] hung up on me after I asked him how Singer would know he could not fix.Desired Settlement: I believe this business should clearly be penalized for their incompetence as a service center. I would hope Revdex.com would reflect this in their rating of this business so future potential customers know of the problems. We will be submitting a complaint with Singer as well as on Yelp.

Business

Response:

To all concerned in the case of Mrs. [redacted] Mrs. [redacted] first contacted us by phone concerning a Singer sewing machine she purchased for her daughter that was not performing properly, after a brief phone conversation we determined that the machine was indeed malfunctioning. Because Mrs. [redacted] lives a moderate distance from our location we set up an appointment for her to bring the defective machine to our location and we agreed to look at the machine while she waited, we asked her to bring all the packing materials that the machine came in on the chance that the machine would have to be sent back to the Singer Company. On the appointed day Mrs. [redacted] brought the machine without the packing materials, after inspecting the machine we determined that indeed the machine had a fatal fault and would indeed need to be sent to Singer, because Singer will pay for the shipping in such cases but not packaging and because Mrs [redacted] lives in San Diego and we are located in Garden Grove we felt it best that she take the machine home and ship it to Singer so that they would ship it back directly to her home, saving her the second trip to our location. Here is where the communication with Mrs. [redacted] took a wrong turn my technician [redacted] tells me that he instructed Mrs. [redacted] to call the Singer Company directly Mrs. [redacted] believes that [redacted] told her that he would get the call tag from the Singer Company for her, because we did not keep the machine or perform any work on it we did not have any paperwork to track the machine, because of this when Mrs. [redacted] would call (and as luck would have it only on the days when [redacted] was not in the shop) we had no way of tracking the machine or customer as she was not our customer, I instructed Mrs. [redacted] to call Singer directly and gave her and her husband the number on more than one occasion. When we where finally able to get [redacted] and Mr. [redacted] on the phone at the same time (on the day of the week I had been asking her to call back to speak with [redacted] all along) it became apparent clearly that we had not communicated in an effective manner. Mrs. [redacted] then called me quite upset as I would be at this point I told her that yes we had made a mistake, I gave her a heartfelt apology and I gave her instructions on how to resolve the issue with Singer and how to properly identify our shop to Singer, after repeating these instructions twice, Mrs. [redacted] continued to be VERY unprofessional in her contact on the phone I had admitted to the mistake given her the information that she needed I politely told Mrs. [redacted] that our convesation was over and ended the call. I certainly see Mrs. [redacted]s side of this I'm very sorry that we did not provide her with the service she deserved and we are now going to purchase a computerized POS system so that hopefully we will better be able to keep a record of all customers that we come into contact with. I also followed up with [redacted] a customer service representative with the Singer company and asked if they could expedite the repair or replacement of her machine, I hope they where able to satisfy Mrs. [redacted].Sincerely [redacted]