Worst Service in my opinion.

Glad the CEO found this so amusing....his comments are starred. Good day, No preambles, just the facts. 1. My Elna sewing machine was knocked off the table. Judging by the chaos in the room, our constant problem with marauding ******s was the cause. 2. I took my machine to Elna in Deco Park. The technician was there, so he took it away with him. 3. I received a phone call yesterday to say the machine was fixable but that it would take 4 - 6 months. 4.Apparently there are no parts available . ***true .we don’t have many ******s pulling machines off tables so these parts are never requested and therefor will be placed on special order after a deposit is paid. To speed matters up, we can order and fly parts in at your cost or you can wait for it to arrive with our standard parts order .Yes this may take 3 months to arrive by sea 5. I enquired if there was a demo model I could use in the meantime as I have orders to fulfill. No was the answer I would have to speak to Eleanor or Barbara but they were in Cape Town for the launch.

***Yes they are at the launch in Cape town and will be back on Thursday. If you refer deco park to the back of your worksheet you can make them aware that we DO HIRE OUT MACHINES WHILE YOUR MACHINE IS WITH THE TSP AT A WEEKLY RATE.(it is not a demo model but is an older second hand model) . 6. I called Elna in Cape Town, was put through to someone in the sales department who informed me that the parts were not available. Yes I did get irritated then, and asked to be put through to someone in authority. She put the phone down. 7. I then called Elna again and asked the receptionist to put me through to someone who could assist. She said Mr de Vos had already left, but gave me your email address. 8. She put the phone down before I could giver her my details, so I called back. Told her I hadn't finished and asked her to take down my details. COMPLETE lack of "Customer is King " awareness. ***We will advise her of your comment. 9. The attitude comes across as, "well you just have to wait". No. This is not possible. 10. Without going into personal details, I have had to give up my professional career in order to look after my elderly father. I need the income from my sewing. 10. Yes, I could lie to my insurance company, and get a supporting letter from the technician to say the machine cannot be fixed. This is an option, but not one that will sit well on my principles. *** This is a high risk repair as only once the shaft is replaced can the TSP know that there is no damage to the metal casing inside the machine. You need to have a full discussion with Hennie before you go ahead with purchasing parts and repair of machine. We cannot refund special order parts. I do not believe that falsifying the truth will do me any good. Or you for that matter.

***You are right. So, I need some resolution and fast. I cannot believe that it is possible for a company like yours not to be in a position to mend a machine because you have to wait for parts.

****Without the correct parts the machine will not work. Mr Hennie van Niekerk is a Technician, not a magician. Then You should not be selling machines in this country if you cant hold up your customer service promises.

***For sixty years in RSA, we have no problem with our service promise as long as there are no ******s at play. (I was told by the lady at Deco Park that a customer had to wait a year for her machine to be repaired???. No way.

***Cannot comment on this as we don’t know the background but for every case like this, we can produce 1000 services nation-wide that are done within the targeted 10Days I look forward to your comments asap. I need my machine urgently. Thank you Carol Fynn ********** 261. PS I had a faulty needle threader on my machine when I bought it 4 years ago, and to this day, I have never had it replaced, despite numerous calls. Waiting for stock is the standard answer. I have copied a letter from the technician. Barely understandable...

***Yes Hennie van Niekerk is best as a sewing machines Technical service provider and is not so proficient in the art of literature. Has been servicing and repairing for about 25 years.as an independent elna service provider in Pretoria. To Whom it May Concern Elna machine 540EX, serial no 12544 which fell is not repairable. The top shaft is bent and there are none in stock also Some of the outer covers are bent which all so aren’t in stock Regards