Poor Aftersales Service

I initially was looking for an industrial machine that does both straight stitch and zig-zag. As I was new to industrial sewing machines, I had a lot of questions and queried various machines. I queried this with Pro Sewing via Whatsapp. I then about a week later stopped at Elna West Rand. Again when I asked for a price on the zig-zag machines, I was informed that Danie from Pro Sewing says that I will do better with a straight stitch. I told her what I wanted to do and she said that she will rather get Danie to call me.

Danie called me and I explained what my products would be...Fluffy blankets, bags etc. He advised that the straight stitch is what I must go for. I then chose the A2.

The Louise from Elna said that because I am only 3km from her shop, they will deliver directly to me, and Danie agreed. This was great and I was thankful and it seemed that they go the extra mile.

That was until I started my first 2 projects and the machine was not able to work with the materials. I joined groups and did extensive research after which it became apparent that I should have been advised to take a walking foot machine.

I then contacted Danie from Pro-sewing and asked for a quote for a walking foot. Which I received and he said I must take some of my materials and go test it at Elna West Rand.

It was able to handle the material better and I asked them to swap out the machine for H2 which Elna delivered to me.

This is when the problems started. I was suddenly requested to pay in more that the price I was quoted for and then was informed that they should have charged for delivery etc. I don't think if they offer to deliver for free, they can come to you afterwards and request payment. But this is not the biggest problem.

When I started using the machine with the hand crank, I could hear a funny clucking sound and noticed the Needle bar alignment looked off.

I contacted them and requested that they come and check if it was setup correctly by them as I don't think it should do this.

I was then informed that I will have to pay a call out fee on a brand new machine delivered with an issue. This does not make sense to me as they should be setup correctly when put together. As with any person, one expects a new product to work and not to have faults. I decided that I will continue using the machine as is, if it breaks, I will make use of the warranty as I am not prepared to carry more expenses on a brand new machine.

I love the Jack product but would not recommend Pro Sewing as their after sales service is not up to standard. For this reason, I would rather look at another supplier that provides accurate advice and that has good aftersales service.