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Nervous_buyer
0
Jun 26, 2015
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I got my machine and it will not work at all. No power to the machine at all. Yes I know that the foot pedal powers it and there is no off and on switch. I believe it is just a dud. I read below that one lady said no returns. What am I to do with a machine that doesn't work at no fault of my own. I have contacted the support email and no response. I am pretty nervous about this purchase. I am a very experienced quilter and have SEVERAL machines so I do not believe this is operator error. I have read that manual front to back 4 times now.
Jun 26, 2015
Mark
3186
Admin User
Jun 26, 2015
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Hey @Nervous_buyer and @deb.lien.kirby
We have a "no returns" policy which only applies to the situation "I don't want this anymore". We absolutely provide replacement products (or return/refunds, depending on the situation) for defective or incomplete merchandise.
For @Nervous_buyer, it sounds like your machine is dead-on-arrival. Contact customer service, they'll send you a label to ship it back to us (free of charge) and we'll dispatch a new unit to you.
For @deb.lien.kirby, it sounds like your machine shipped incomplete. You should also contact customer service and they'll send you a replacement unit. If you don't mind, please just kindly double-check to make sure the bobbins, needle threader and needle aren't hiding in the tray underneath the machine (see photo below).
We absolutely make sure that everyone gets the product that they paid for in complete and working order. We just don't have a 'satisfaction guaranteed' policy because our community members research their products well in advance and know exactly what they're getting before they join :) This lets us keep our price low for the community.
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Jun 26, 2015
Nervous_buyer
0
Jun 26, 2015
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Thanks Mark I feel so much better. Is the support email where I need to contact? Is so I have already done so and haven't heard back yet. Thanks again I really do want this machine so glad to know I can get a working one. :)
Jun 26, 2015
e.batista
17
Jul 11, 2015
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Don't be so nervous, everything will be fine. ;)
Jul 11, 2015
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