The Dog-Eat-Dog World of Sewing Machine Dealerships
April 2nd, 2008I had a very interesting relevation today on the nature of sewing machine dealerships.� It all started with my old Babylock serger which I took in for a simple cleaning.� Specific names and shops will be replaced with fictional names because I am a frequent buyer of sewing related stuff, and I don’t want to get blackisted for outing anyone.� 
About 1 month ago, I dropped my�Babylock serger off at a shop which happens to be a Janome dealership.� This is a shop�my family has used�for about 15-20 years�because they happen to have a mechanic which is very good with vintage Singers, one of which my grandmother has always had serviced there.� It turns out, that during one such servicing that I bought a previously traded in Bernina embroidery machine from them on a whim.� It was a steal at their price, after all.
You would think that they would want to keep my business, wouldn’t you?� I mean not many people spend that kind of money on a whim …
Well, the drama starts to unfold almost immediately, when I call to find out if my serger is ‘done’.� I’m informed by Tim (fictional name) that my serger has a cracked needle plate.� He explains that it’s very ‘minor’ and he can tune up and clean the machine as is, but I should know.� I instruct him to replace the needle plate, after all I had sold the machine and I want it to be perfect for the new owner.� I wait patiently about 2 weeks for a call that the machine is done.� I finally call them, and Tim informs me that he has ‘called everywhere’ and he is having ‘difficulty getting the part’ and that I should see if I can get it from Babylock quicker.� So I then email Babylock about the part.� This is the email I received …
“Krystin, Thank you for contacting us.
You need to visit a Baby Lock retailer as all Baby Lock products including parts and accessories are available exclusively from authorized Baby Lock retailers. The part number for the needle plate for the BL402 is part #61384. This can be ordered by any Baby Lock retailer from our Central Parts Division. This part is in stock.
Retailers Nearest You:
Central Sewing (619) 282-8502 3919 Illinois Street San Diego, CA 92104 Distance: ~2 miles ****
Burdick’s Sewing Center (619) 422-5325 278 3rd Ave. Chula Vista, CA 91910 Distance: ~9 miles ****
I hope this information is helpful. We do appreciate your support of our products.
Sincerely,
Lee, Baby Lock USA “
So I read in this email that it is “in stock” and that Tim told me that he also works at a Babylock dealership and would have Bill (fictional name) order it for me.� After reading that it was in stock, I don’t worry about it and wait for the call that the machine is fixed.
About 2 weeks of being extremely patient pass.� After all, the machine had been sold and paid for, and I’m worried for the poor woman who is anxiously expecting her new bundle-o-joy.� I finally break down and call Tim, except that I don’t get Tim.� I get some desk lady Amy (fictional).� She tells me that he has tried ‘everywhere’ and that ‘no one can get the part’, and that Tim is�’on vacation’ and will be back ‘next week’.� I immediately know that her story is a big ‘ol pile of donkey dung� because I have contacted Babylock and know that a dealer shouldn’t have any problem getting the part.� I told her that I was having trouble swallowing her story, and she informs me that Bill at Babylock said that he couldn’t get the part.� I told her that I can get the part myself.� She told me that she would rather me “just come and get the machine”, and then hung up on me.� Mind you, this is the SAME WOMAN that sold me the Bernina embroidery machine!
So I call the first number on the list Babylock sent me, and within 10 min Bob (fictional) has the part ordered.� Should be in my hot little hand within a week.
A couple of days later, Joe (fictional) calls me from the shop and tells me I need to get the machine because they can’t fix it without the needleplate, and cannot get the part.� I tell him that I had no problem getting the part and that I had told Amy I would get it myself.� It should be in any day now.
It turned out, according to Bob (at Babylock who ordered the part) that the part was backordered from LA and would come from Illinois.� Just a couple more days, no problem - except that Joe calls me from the shop a couple of days later.��He tells me that I need to come get my machine because it is taking up precious room.� You can imagine my shock after all the hoops they are making me jump through, and considering the amount of money I’ve dropped in their shop.� I was completely aghast that they would treat me this way!!� After all, I HAD TO GET THE PART MYSELF and was exhibiting a great deal of patience on my part with them … not to mention that the poor lady who bought the machine was also getting anxious.
So I call Bob about the part, and he says it’s in.� I call Joe back and tell him I’m coming to get the machine and take it to Bob.� When I get there Joe blames Bill (at Babylock, Tim’s other boss) for ‘dropping the ball’.� He says they are happy to fix my machine and will call the shop which has the part.� I smell a rat and take the machine anyway.
When I get to Bob’s shop, I find Bill there!! It turns out that Bill works at TWO shops, and that he happens to be Tim’s boss at the OTHER shop.� He tells me that Tim NEVER asked him about any part, and hasn’t talked to him, or seen him for three weeks!!
Fundementally, I’m happy the machine is at a Babylock shop now.� I would have taken it there, except that no one knew of any Babylock dealerships in San Diego.� I remember asking Mary at the Bernina dealership where to find a Babylock dealer because I wanted to buy an�Evolve serger.� Mary says she doesn’t know.
Well, I don’t tell Bill about Mary, but do say that I’m relieved to have found them, albeit too late.� I did buy a Bernina serger because no one could tell me about where to find a Babylock dealership.� He says that he doesn’t usually refer people to other shops, it’s just the way dealerships operate, but if they do ask about about Bernina, he refers them to Mary’s shop.�
I said, “Yes, Mary is so nice.”�
He says, “Yes, she is”
Oh the irony - I bet you can imagine just how hoodwinked I feel right now.
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