Awesome Baby Lock Customer Service

In 6/2012 I bought a new BL Serenade. After having it about a week it started acting funny--it would keep sewing after I stopped pushing on the pedal and the only way to stop it was to turn the machine off, it would switch to zig zag when I had selected a straight stitch, etc. I took it to my dealer twice and their guy "fixed" it twice, although I wised up the second time and sewed on it at the store before I took it home because it was not fixed. My dealer sent it to BL to be fixed and gave me the option of up/down grading to the Symphony or Melody when my machine came back. I got the Symphony on loan for while my Serenade was at BL but ultimately decided to keep my Serenade when it came back.

Fast Forward, my machine acted quirky a few times over the winter but I figured it was to be expected with a computerized machine. I was quilting a quilt for my son and it started acting up again. The machine would seize where I couldn't turn the hand wheel and would do 3-4 stitches after I'd stopped because it was kind of stuck. So I took it back in on Friday to my dealer. The manager was there and was going to BL HQ over the weekend for the training on the Aria. She took my purchase invoice and all of my service request info with her and spoke to the BL techs about my machine. She got back today and had me bring my machine in to send back to BL for them to look at it. I took it in and she said that her contact at BL said she would make it right, even if she had to go to the president of the company. My hope was that even though it was more than a year past my purchase that they would give me my full trade in value so I could upgrade to the Symphony this time.

A few hours after I left the dealer I got a call from the manager--the president of Baby Lock said to give me the Symphony! I asked her if when I picked it up we could work out the payments for the difference. She stopped me and said, no, they are going to give me the Symphony straight across! BL is shipping one to the store for me and I will get it next week! I am so excited and now I will be devoted to Babylock for my future purchases. Such excellent customer service, above and beyond what I would have ever expected.

I wanted to share my excellent experience because so often people only get online to post the negative.

That is very good news!!!! Thanks for sharing that!

I wish they'd teach their Australian office about customer service. After seeing Jenny's new Baby Locks in her recent video, I have contacted Baby Lock Australia twice now via their website about buying a BL but they haven't bothered to answer.

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Originally Posted by Kimmypie

In 6/2012 I bought a new BL Serenade. After having it about a week it started acting funny--it would keep sewing after I stopped pushing on the pedal and the only way to stop it was to turn the machine off, it would switch to zig zag when I had selected a straight stitch, etc. I took it to my dealer twice and their guy "fixed" it twice, although I wised up the second time and sewed on it at the store before I took it home because it was not fixed. My dealer sent it to BL to be fixed and gave me the option of up/down grading to the Symphony or Melody when my machine came back. I got the Symphony on loan for while my Serenade was at BL but ultimately decided to keep my Serenade when it came back.

Fast Forward, my machine acted quirky a few times over the winter but I figured it was to be expected with a computerized machine. I was quilting a quilt for my son and it started acting up again. The machine would seize where I couldn't turn the hand wheel and would do 3-4 stitches after I'd stopped because it was kind of stuck. So I took it back in on Friday to my dealer. The manager was there and was going to BL HQ over the weekend for the training on the Aria. She took my purchase invoice and all of my service request info with her and spoke to the BL techs about my machine. She got back today and had me bring my machine in to send back to BL for them to look at it. I took it in and she said that her contact at BL said she would make it right, even if she had to go to the president of the company. My hope was that even though it was more than a year past my purchase that they would give me my full trade in value so I could upgrade to the Symphony this time.

A few hours after I left the dealer I got a call from the manager--the president of Baby Lock said to give me the Symphony! I asked her if when I picked it up we could work out the payments for the difference. She stopped me and said, no, they are going to give me the Symphony straight across! BL is shipping one to the store for me and I will get it next week! I am so excited and now I will be devoted to Babylock for my future purchases. Such excellent customer service, above and beyond what I would have ever expected.

I wanted to share my excellent experience because so often people only get online to post the negative.

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I'm so happy to hear your good news! As you know Babylocks aren't cheap and we expect them to work flawlessly(I do anyway) and when we have problems it's nice to know that Babylock stands behind their machines. I'm so happy that you're getting the Symphony, I've read great reviews on it.

I stand behind babylock 100 percent. All my machines are babylock and I also have the machine that you are getting and I love it. I will have it one year in Oct and I just took it in for service and the blade that cuts the thread had to be replaced with no charge.

You will enjoy the symphony

grace

I really wish time would move faster, I'm currently without a machine and I have a quilt to piece.

You have won the Baby Lock lotto. Congratulations and I know waiting is hard. I have to wait until the end of September to get my new machine and it is driving me crazy. I can't quilt anything big on what I have now.

I picked up my machine yesterday, it is amazing! It sews so much smoother than my other machine did. I finished two small projects last night, a wrist strap keychain for my kpretty lanyard for my little scissors I wear around my neck when I sew. I am going to start another quilt today. :)

I got my machine on Thursday and have finished a couple projects already. I LOVE it!

Sorry, I didn't mean to reply to this twice. I couldn't see my original reply from Thursday.

Brother/ Babylock has the best customer service. I have had both brands for many years, and any time I have had any problems (which is not very many times), customer service had been 5 star. Many years ago, I was working on my wedding dress. My machine died, just stopped. Took it to my dealer to be repaired, who then had to send it to the factory. I explained that I was working on MY wedding dress and the dealer loaned me a machine. When my machine came back, not only was it repaired, but the computer was upgraded, a foot that I broke was replaced and my warranty was extended. Customer service by vendor and dealer, can make or break a company.