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Janome Magnolia 7318 / Defective out of the box / no cusotmer support

1 GA, United States Review updated:

NO CUSTOMER SUPPORT FROM JANOME BEWARE!!!

I can tell you right now don't buy a Janome Magnolia.

Defective right out of the box and only get excuses from the dealer and no help at all from Janome. Purchase Date: 10/29/2008

I was told the belt was too tight, GUESS WHAT IT ISN'T WORKING. Even the repair person said it didn't sound right when sewing.

This time I videotaped the issue so that I have proof.

After 2 hours of sewing, the machine either locks up or starts slamming inside (like the shaft or something) it then eats about a handful of bobbin thread.

You just have to totally stop sewing, like a cool down period or something.

My e-mails back and forth to Janome.

Machine Information:
> Machine Model: Magnolia 7318

> Purchase Date: 10/29/2008
>
> Problems Encountered:

> This machine is defective right out of the box.
>
> I took it back to ************** and they gave it to
> a local repair lady who said the belt was too tight.
>
> Got the machine back and it is still messed up.
>
> After about 2 hours of sewing it starts making a horrible racket and
> eats up a handful of bobbin thread. It will also just lock up and stop
> sewing.
>
> Since I can't get anyone to believe me I have recorded it on my camera
> and will be glad to e-mail you a copy.
>
> I am in the middle of making quilts for Christmas. Now I have a
> defective machine. I want a new machine to replace this one.
>
> I previously had a Brother that cost half the price and had more
> features. I went with Janome for quilting because several people
> recommended it for quilting.
>
> I hate to say it, but so far I have regretted purchasing
> this machine.
>
> I would appreciate a reply within 24 hours.
>
> I do not want to wait 2-4 weeks for a repair, I want a new machine.
>
> I do not want to have to take a day off of work without pay, to take it
> back to the store to hear excuses and whatever.
>
> I will be waiting on a reply.
>

FROM JANOME

If the repair that was done did not fix the problem, please contact your
dealer. Your dealer can contact our Service Dept. regarding the
functioning of your machine. If necessary your dealer can send the
machine to our Service Dept. for repair. Janome does not accept
machines for repair directly from the consumer. It must be sent to us
by your dealer. Once a machine is sent to us, the Service Manager would
only make a decision to replace if it cannot be repaired.

Dealerships are independently owned and operated businesss. If you want
your dealer to replace the machine you purchased through them, you would
need to resolve that with the dealer.

Thank you for your inquiry,
Customer Relations
Janome America, Inc.


My reply to them:

Headed to Wal-mart to buy another Brother to finish my Christmas projects with.
Should have stuck with them, no problems there.

Dumping my Janome on Saturday (the only day a repair person is in) for who knows how long for a repair. Then will sell it on E-bay to some other sucker.

I am sure my little $269 purchase doesn't matter to Janome. I feel sure it will matter with a competitor.

Of course, customer relations is your department, but you aren't doing a very good job.

Have A Nice Day.


FROM JANOME CUSTOMER SUPPORT

As we stated in our previous email, you can request that your dealer send the machine to our Service Dept. for repair. A decision to replace a machine would only be made once the machine was sent here and determined by the Service Manager that it cannot be repaired.

Thank you for your inquiry,
Customer Relations
Janome America, Inc.

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Comments

  • Co
      15th of Mar, 2009
    0 Votes

    I did send my Janome Quilting Machine back to the dealer, and he did in fact send it directly to the official site for repair.The machine was less than one year old and the entire computer board had to be replaced. After six/seven weeks he informed me it had been repaired and returend to his store. I brought it home only to find out now that the "on/off" switch does not operate.
    Janome worksmanship needs serious deparmental monitoring. I will switch back to Singer machines.

  • Ho
      21st of May, 2011
    0 Votes

    I am looking to buy a Janome, and the information given was helpful...but what puzzles me is the authors anger and resentment toward Janome for selling her a bad machine and their unwillingness to fix it now, when SHE HERSELF plans to "sell it to some sucker on ebay". Same issue, except she knows upfront she"s stealing someones money...just a t hought...

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