ComplaintsforMelco Embroidery Systems

• Initial Complaint

  01/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband and I purchased a Melco EMT16plus in the summer of 2019. We decided to figure out the machine for a few months before we did their training. We made a call or two to tech support before training, and were essentially told to do the training because we dont know what were doing. I have experience with sewing/embroidery machines and understood the basics. When we finally did training, the tech only talked about his sales, and the money he makes. We did not learn anything we didnt already know about the machine. I do not put any blame on the trainer, as we had already learned what they taught, on our own. From the beginning, we had poor sew qualities, many **********, and fraying of the thread after trims. I spent many hours on the ** groups for support and tech support, and learned things to try. It seemed like nothing made the machine work as advertised. I found out just a few months after our purchase, they came out with a new machine. To my understanding, the difference is the trimming system. We were never offered the new version, and only offered the old machine. The new version fixed the faulty trimming system. I addressed the issue with my sales rep, and was offered a free trimming system if I paid a tech to install, however, I did not do that because I felt that they were passing the cost of fixing their mistake into me. Ive been contacted by others who did take the offer, and were told to keep quiet. I have since asked to work together for a reasonable resolution, and I have been ignored, or they will try to sell me the upgraded part, or an extended warranty. On the Melco support groups, MANY others have the same issues, so it seems to be a known defect. The trimming system does not work with this model of machine, and they continued to sell them, knowing they had a new version out that addresses the defect. They are refusing to work with me on making it right. All I would like is for my machine to properly work.

  Business response

  01/03/2024

  Dear *******,

  I wanted to respond to the issue you filed with the BBB asap, just to let you know that we received your message and that we will look into what we can do to get your machine back to full operational level, performing to your satisfaction, as soon as we can. As a starter, you should expect a call from us today. I forwarded your message to our Technical Support manager, and also copied our CEO and our Sales Manager. I am sorry to hear that you have had this many issues with your machine, but am very confident that we can get this case addressed and closed to your satisfaction. I will personally stay in the loop on the solution process for this case.

  With best regards,

  ***********************, COO & VP

  Customer response

  01/03/2024

   
  Complaint: 21087644
  
  I greatly appreciate the quick response. While I appreciate the efforts, I am hesitant to accept that I will get any resolution with a phone call. I have spent days emailing, hours on tech support, and I originally emailed over 2 years ago regarding this concern. I would just like to have security in knowing that I will have my machine running as it was advertised when purchased. I would also like to be contacted via email, if possible, regarding the concern. Thank you.
  
  Sincerely,
  
  ***************************

  Customer response

  01/10/2024

  This issue has not been resolved.

  Business response

  01/19/2024

  Dear *******,

  
  I apologize for the late response, but in the meantime our Technical Support manager ********************* has been in contact with you, via email, regarding your machine. Per communication on January 8, Melco has offered to send a technician, at Melcos expense, to perform a full inspection of your EMT16 Plus to ensure it is operating to original factory specifications even though it is out of warranty. The technician will review and analyze current issues with your machine, make any necessary adjustments and part replacements, if so required, and test the machine to verify proper operation. This will also include test embroidery of any application that you have had issues with, to ensure that the machine works to Melco's specifications, and to your satisfaction.
  You in turn voiced concerns about the trimming system your machine is equipped with. The trimming system on an embroidery machine is one of the most complex and critical systems on an embroidery machine. The S95 Trimming System your machine is equipped with was Melcos trimmer design standard for over 5 years, and customers were happy and successful with that system. If your machine exhibits a trimming issue with this system, rest assured that we will resolve the issues during the Melco technicians onsite service call. Melco will ensure that your machine is running properly. I also saw that we have already sent you a spare hook in case this needs to be replaced. The rotary hook and trimmer on any embroidery machine are consumable items and require regular maintenance, as well as replacement depending on use and applications. In the case of the S95 Hook System,this includes an integrated cutting blade. As with any cutting system, knives can get damaged or become dull over time. Fact is that a new hook on your machine,properly adjusted, has to work without frequent issues. You are also correct that Melco now ships our machines with a different trimming system. This is not because the S95 system is a sub-par system, but rather due to the fact that Melco, just like any other company, is engaged in continues improvement and innovation.
  I can promise you that the Melco Technician will be thorough in the inspection and troubleshooting of your machine performance and will make any necessary adjustments to ensure that the machine, including the S95 Trimming System, is running properly at the end of the visit. You can run some of your designs while the technician is there to be confident.
  
  I will stay in contact with *** and the technician to ensure we get the issues on your machine fixed.

  Regards,

  ****

• Initial Complaint

  05/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have contacted customer service multiple times with no response for a warranty return and refund for faulty equipment. This machine continues to give us issues, and the stitch quality leaves much to be desired. The machine came to us with a faulty needle plate cover, and we were unable to have a full training because so much time was spent trying to simply get the machine working properly. Our trainer was thankfully a service technician and we had to contact the support team while he was there to request a replacement. After the replacement of the needle plate trimmer, it was then determined that we had received yet another faulty needle plate cover and another part had to be sent to us. It should not have taken 3 needle plate covers for a brand-new machine to even function. We continue to have issues with occasional missed trims on designs that work fine on other machines. We also have to babysit this machine constantly due to issues with thread breaks, thread shredding, and missed trims causing delays and double the amount of time needed to ***** a design since the machine needs to stop constantly. Our stitch quality has gone down since beginning to use this machine. We run the same type of outfits on our machine, and we never know which one is actually going to stitch properly. We have continuous issues with looping, bobbin showing with correct ActivFeed presets, and missed stitches. The machine has no rhyme or reason when these issues are happening. We have wasted several outfits that needed to be discarded due to quality we simply could not send to our customers.

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