How Servicing Works

The only comparable device to a sewing machine these days is your car, as both need regular servicing.  For heavy machine use we like to see it at least once a year, for light use we like to see it every one to two years and if you leave it in a cupboard or out in the shed (tsk, tsk), we'd REALLY like to see it before you even try to use it.

Here is some of the process so you are well equipped when you get to us.

Some tips to problem solve can be found here to help you before you come in.

What we need you to bring:

• Machine
• Cover or case (or box or bag, whatever fits and is handy)
• Foot Control
• Power cord (if Separate)
• Presser foot (standard one and any other one you're having trouble with)
• Bobbin (there are so many different kinds, we won't have one to fit)
• Bobbin case (if a front loading bobbin)
• Slide plate (if a drop in bobbin)
• If an embroidery machine please bring the embroidery unit (if separate) and at least one hoop
• Thread that you use most often OR the thread you were using when everything went wrong.  (sometimes it IS the thread's fault)

What we DON'T need you to bring:

• The user's manual. Keep it safe at home
• ALL the presser feet and accessories.  We only need enough to test it thoroughly.

 What happens when you bring it in?

When the machine arrives:

• we'll ask for your name
• phone number
• email address
• we'll note down the model number of the machine
• we'll note all the bits you bought in with it in an effort to give them back.
• We'll ask you if it is just a general service or if there are any known issues.  Please be as explicit as possible when relaying the symptoms and circumstances of anything going wrong, we need as much detail as you can give us.
• We'll give you a unique number and our details (so you know where you left it)
• We'll take a non-refundable deposit and give you a receipt.  It is attached to one of our cards, along with your machine's pick up ticket.  This is because even if the machine isn't fixable, we still have to send the time to find that out.

What happens after you drop it off?

• Your machine will be placed in order of date to be looked at by our technicians.  Almost all machines are done in the order they came in.  The length of time it will take to get to your service depends entirely on workload.  We make no promises about a quick turn around.  We do try to give an estimate at the time of the drop off.
• When it is your machine's turn, our technician will remove the covers and set about the standard service procedure.  At this time there are 3 scenarios:

1. The machine just needs a standard service and adjustment to function correctly and you will be emailed or texted with pick up details.
2. The machine needs minor parts that we can quote straight away.  Your permission is needed to order them on your behalf and add their cost to the standard service charge.
3. We've found a major problem that could not be assessed with the covers on.  We will then call you to you to discuss what will happen next; whether you would like to proceed with updated service and parts costs or whether you would like to pick up the machine for no further charges.

Some things that will always happen during a service:

• The utmost care will be taken with your machine and accessories.
• Our assessments are based on experience and data and are given in all good faith.
• We will use a new needle for every service, every time, no matter when you replaced it or what you have been sewing.
• A sew test will be performed on every finished machine. 
• A detailed invoice will be written up with what was done and any parts used.
• We will text all relevant details to you once your machine's service is finished as an indication that it is ready for you to pick up. 

What happens when you come to pick up?

• If your machine cannot be fixed you can choose to either pick it up from us or leave it with us for it to be recycled.  Please let us know which of these you wish to do asap so it isn't sitting around in limbo taking up space.  If you would like to purchase a new machine from us to replace the unfixable one, your triage deposit money can be put towards any machine we have in stock or can order in for you.
• If your machine has been fixed you may pay 5 ways: 1. Credit card in person; there is a 1.63% surcharge on transactions.  2. Credit card remotely if you are sending someone to get it for you; there is a 2.24% surcharge on transactions. 3. Direct debit will need to be confirmed with Accounts before the machine is taken home. 4.  Cash is always acceptable and has no charges or caveats.  Customer Portal that is accessed through the invoice we send via email.

What happens if it still does has the same problem?

We make every effort for the machine to be running in the best condition it is capable of when it leaves us, however there may be some other things going on.

• The sew test is supposed to run machines through all their different functions as a test but the problem may only show up after heavy use, either in terms of length of time or thickness sewed.  Please call back to discuss what may be the case.
• There is something you are forgetting to do at home that our technicians are doing here.  If a machine is only performing poorly at home, there may be a procedural or environmental problem.  Are you threading it correctly every time? Is there a faulty power board or shifty desk causing an issue.  Call us to discuss what may be the case.
• Sometimes issues arise from poor quality haberdashery.  Your thread or choice of sewing needle could be affecting your sewing experience.  Call us to discuss better options.
• There is a 3 month warranty on all service and repairs from date of service so it is in your best interests to pick up and test the machine for yourself in that time period so that we may best work with you if anything does go awry.

We're all here to help you sew better.