ComplaintsforTidewater Kirby/Tidewater Sew & Vac., Inc.

• Initial Complaint

  12/26/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 15th, 2021 at 10:36am I took my ********* ****** **** **** sewing machine into the Tidewater Sew-Vac, INC located at **** ******* ***** ******** ** XXXXX. Upon entering I spoke to both the cashier and the store manager and requested that I have my sewing machine repaired of its tension issues. The store manager reassured me that their service person was all caught up, and that my machine would be resolved of its tension issues in a few days. I paid ******* the charge which I was told was for the opening up of the machine in order to fix the tension issues, and left, excited to have the guarantee that my machine would be returned to me fixed! On December 20th, 2021 I received a phone call from Trey ***** who told me that my sewing machine was fixed! He said that the issue he found was that the needle-plate had a hole in it, and that this was what was causing the tension issues. She told me that my needle plate needed to be as smooth as my needle is sharp, and that when there is a hole in the plate and can cause all kinds of issues with the thread such as unraveling, breaking, etc. I was charged ****** (the cost of the new needle plate, a cost that I was not aware of until I picked up my machine) and went on my way. When I got home, approximately 2 minutes later, I plugged in my machine and attempted to sew. The stitches were even tighter than when I sent the machine off with Tidewater Sew-Vac, INC. Frustrated, I went on my bank's website and disputed the credit card charge in the amount of ******* I am now seeking the return of my ****** so that I may pay for the proper servicing of my ********* ****** **** **** sewing machine by a reputable sewing machine service tech. My sewing machine has now been placed in the proper hands of the ********* ****** ****** Gallery store. There is more to this complaint; however, my word count is limited. Please see the attached file titled "Tidewater Sew-Vac, INC Complaint.docx" for further explanation.

  Business response

  03/16/2022

  Business Response /* (1000, 16, 2022/02/11) */ Mrs. ******* dropped her machine off for repair in Sept 2021. The store manager, Jackie, asked Mrs. ******* if the machine was under warranty. Mrs. ******* said it's only in for a cleaning and it doesn't matter. As our tech was opening the machine up to clean it, a part fell out of the machine. The part was put back on the machine by a more advanced tech, and returned to the customer. In Dec 2021, Mrs. ******* returned her machine to the store stating that there were some issues with it. We discovered the tension was off and our tech made the proper adjustments. Mrs. ******* picked up the machine and called to say it was still not working properly and that she was sending it to ****** for repair under warranty and that she wanted a refund of the labor amounting to ******* I advised her that she should have returned the machine to us so that we could assess the repair and correct any issues remaining. Once you have put time into a repair, you can never get that back and our tech deserved the chance to correct any issues remaining. After a lengthy discussion with Mr & Mrs *******, I felt it best for both them and our business to offer them a store credit in the amount of ******* They declined. This seems like a fair offer and it remains open as a remedy. Consumer Response /* (3000, 18, 2022/02/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response from the business. The original complaint was filed on 12/26/21, and here we are in the middle of February, and the business has just now responded to my complaint. This only further illustrates the amount of care and value Tidewater Sew & Vac has for their customers. Whether or not the machine was under warranty does not effect the reason for the complaint. The warranty has no bearing on the lack of professionalism or care that the tech demonstrated when he simply replaced the throat plate (otherwise known as the needle plate). Such "proper adjustments" do not require the opening of the machine; the piece that was replaced is located in plane view. As stated in the original complaint, these "proper adjustments" did not fix the tension issues; in fact, the issues were made worse somehow. Rather than risk my livelihood, since this machine was the sole sewing machine that I relied on to run my small business, I drove 2 hours one way, and handed the machine off to experienced technicians, ones who are familiar with the workings of my machine. The purpose of my request for the service charge to be returned was simply because the service that I requested was not completed. My machine was made in worse condition based on what the tech did, or in this case, did not do, to my machine. I still believe that Tidewater Sew & Vac should eat the ****** charge since their tech was unable to preform. Again, the machine was not returned to the company due to the lack of knowledge shown by their tech during the "service" period (the time in which their tech had possession of my machine; the appropriate time for their tech to fix my machine).

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