Customer Service part 958

Yes, I know, I complain about Customer Service a lot on here.

But seriously, I think it is one of the most important parts of running a business...if not THE most important part!

I am having some major problems with my embroidery machine (and the story behind THAT could be several posts on customer service, but I am not ready to go there!).  So, I have been looking at a new one.

Since I have very little liquid cash, and not so great credit, I have limited options on where to buy.  There is a shopping channel that allows you to get the item with a 4 or 5 payment plan and they don't charge interest.  (which means we know that the price is a bit more than a brick and mortar store would charge, so they throw in a few extras to make it worth it)

I saw the exact machine I wanted.  Larger hoop, and a few more bells and whistles.  But I had zero in the bank account.  I put it in my shopping cart and hoped it would be there in the morning so I could order it.

...of course, it was sold out by the next morning.

I researched all day trying to find another model that I could be happy with, but there was some missing information in the item description...like size of hoops.  It listed a large and a small.  I really needed to know what the size on the large was...since some 5x7 were called large, and others called the 6x10 large.  (same manufacturer)

I sent a nice brief (which I know is hard for me to do!) email asking 1- when the machine I wanted was expected to be back in stock, and 2- what the actual hoop size was on the second machine I was considering.

In there defense, they did respond to me within 12 hours....more like 8.

Here it is:

Hello Ms. Morris,

You ask some great questions about our sewing machine products. From personal experience, a sewing machine can be a great investment.

To answer your first question, at this time, I do not have any information available as to when it will be back in stock. I would suggest checking _____ at your convenience for the latest up to date information.

To answer your second question, regrettably, I do not have the information available for the size of the hoop. I would suggest calling Singer customer service at ______;  M-F 8am to 4pm CST regarding model number: SES1000 and I am sure they will be happy to answer that question.

I truly appreciate your understanding in this matter and  hope you allow us another opportunity to serve you in the future.


Sincerely,


Robert






See...they DID respond to me!  They just didn't really answer any of my questions!  Now, I get to start the research all over again!  If only I had some extra spending money laying around.  I would just go to someplace local and buy the machine I wanted and be done with it!








Nini