Complaints.com

From: Message Author
Date: Friday, 29-Jun-07 14:42:05 CDT

Business Info

Hi, my name is Richard Hykawy, my wife and I just bought a brand new =

Janome sewing machine model MC11000, this is the top of the line for =

Janome Memory Craft machines. We drove 6 hours and spent another 2 hours =

in the store, I asked if there was any issues with Vista the operating =

system my computer uses and it communicating with the sewing machine, as =

the sewing machine is a computer sewing machine and gets its designs =

from it. I was told no there was not and I even informed them I had the =

64 bit version, well my wife and I left the Janome Dealer ship and were =

happy as it looked in the store to be a great machine, we get home and =

low and behold after I install all software into my computer and try to =

connect to the sewing machine, guess what, it tells me that I need a =

driver for the USB connecting for my computer to work with the sewing =

machine. I call Janome tech support, which just happens to be a little =

old lady in the basement of her home taking calls for Janome, and =

happens to know next to nothing about computer, not even that there is a =

64 bit version of Vista, and she tried to stumble around the issue and =

had a very big lack of understanding about Vista in general. She told me =

that it should work and she would have to make a call and see what was =

happening. I knew she was going to call tech support, but I let her do =

what ever she was doing and ended that call. I contacted Janome customer =

care and talked to them about the poor support and they defended her =

like the troops in Iraq protecting America's Homeland, and would not =

even admit this lady was not tech support. Later that day I got a call =

back from the tech support granny and I am sure was in the middle of =

some serious cross stitching, and she told me that the techs in Japan =

told her I would have to use a different computer, I own a 3 month old =

HP laptop, with all brand new state of the art technology and brand new =

Vista 64 bit operating system. OK is anyone seeing the issue here, so =

instead of writing a 64 bit driver which would take them nothing at all =

to convert a 32 bit driver to 64 bit, they tell me instead to get a new =

computer or spend 800 dollars and scrap a perfectly good operating =

system. well the tech support lady ends the call on that note and I =

again contact customer relations and they tell me they got the email =

from the tech support granny and they are also stating that I have no =

other option either. So to sum it up I spend 3000.00 on a great laptop, =

works fine and have no issues with it, I then spend 6000.00 on a sewing =

machine and hook it up to find out it won't work with modern computers. =

DON'T BUY A JANOME, by Viking or Singer, Janome's tech support is a =

cross stitching GRANNY, who doesn't know a computer from a toaster, and =

there customer relations, also a little old cross stitching granny, =

would not know customer satisfaction from a hole in the ground. End =

point don't buy anything from Janome, and if you are buying anything =

then check out the tech support first and if they are good then buy the =

product.

Thanks,

Sincerely,

Richard Hykawy