My embroidery machine, still under guarantee is faulty. Dan De Vos CEO of Elna, will not acknowledge the fact that there is a problem with my machine, but insists that I send it back to the same Service Provider who has (FIXED) my machine for the last 6 months, which I still have the same problem with. Everyone is now denying their part in the problem and are putting the blame firmly on me, because I refuse to deal with the same person who clearly cannot fix my machine. I cannot and will not knock my head against the same lamp post. No -one is prepared to speak to me. The Regional Manager has a very bad attitude and insists that I afford them the opportunity to fix the machine. Except that I have to send it to the same person who clearly cannot fix my machine, which I refuse. Customer services is not about getting what you want, its about how the situation is handled and finding a solution to the problem. They have found one, which I don't agree with. I have an Elna Expressive 820 almost R20 000 collecting dust, because no-one will acknowledge, that there is a problem with the machine. I have had to spend extra time, money, supplies and materials and I'm try to earn a living.
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