School Machine Distributors, Tyler, TX - Singer sewing machine broken - didn't send new machine, as promised

Complaints.com received the following consumer message on July 24, 2002:

From:

RE: School Machine Distributors, Tyler, TX - Singer sewing machine broken - didn't send new machine, as promised

Type your detailed complaint here: On 04/14/2002 I purchased from a representative of Tyler, TX, School Machine Distributors a Singer sewing machine. During the sales pitch, the young man mentioned not once, not twice but every other sentence "and if anything ever goes wrong, call the 1-800-322-6980 number on your receipt and they will send you a new machine, no questions asked, to your front door, even if the machine is one day from warranty expiration."

If it sounds to good to be true, it is. I hooked my machine up to use for the first time in May, the 28th, I was able to sew one item, a small pillow, the bobbin holder broke and was jamming the threads horribly. I called the number and what I experienced was a bizillion questions and finally they sent an UPS Order for PU and said they would repair the machine. Hum...not what they promised at all.

The machine was picked up on 05/29/2002 by UPS and shipped back to Texas. After 3 weeks. I called and asked what the hold up was. I needed it for my home business. I opened it up and plugged it in and found I could sew 3 small pillows....and the machine was doing the same thing and was making a horrendous noise that sounded like something inside was hitting. I called the 1-800 number and spent the next 2 hours on the phone with the company and a repair specialist....she heard the noise and said pack it up I know what is wrong and I can fix it. I thought hey what about the sales pitch.

UPS picked the machine up on o6/28/2002, and sent it back. When the machine arriver at the facility, I received a phone call asking me about damage to the machine, I told them there was no damage when I reshipped it. It now had a crack in the base and she assured me it would not interfere with the machines ability to perform. I asked about UPS and insurance, I was told that UPS would only pay them $100.00 toward a new machine, I paid a total of $215.92.

I said that does not sound correct. The conversation ended. I received my machine back on July 22, 2002. Unpacked it a discovered there was additional damage to it...the spool holder was now separated from the machine base and there was a large dent. I have had it at this point. I call the 1-800 number and am exasperated...she said they will have UPS pick it right back up.

I said no this is what your rep told me prior to the sale. I want the new machine shipped to me on my front door ASAP. She told me they would repair it only or file a claim with UPS and I could pay the rest on a new machine...hum quality customer service if I have ever seen it.

I said no send me a new machine and I will be contacting Complaints.Com, the Washington State Attorney Generals Office and I will look forward to your following up with the new machine. When I receive it I will ship the machine that is now really messed up to you. I then said good-bye. I am wondering how many other people have had this experience with this company.

Thank you.

Grace Beebe