Welp, this is a review that I had hoped I wouldn't have to write... Things started off so well and I was very, very much looking forward to a long, fruitful relationship with Discover Sewing. As a Brother authorized service center I felt confident in taking my machine in for service and repair. 3 months later the endeavor has ended with me requiring a liaison from Brother to even procure information about the status of my repair.
Let me shove my disappointment aside momentarily to share the details. On APRIL 19 I dropped my machine off for service. I highly suspected it needed repair, as well, and the clerk assured me I would be contacted promptly with details. I had just recently purchased the machine (used) and I was prepared to put some cash into it to restore it to proper working order.
Several WEEKS passed and I never heard a peep. Finally I call the shop to be told that my machine did, as I suspected, need repairs but the part was on backorder. Okey dokey... was anyone going to call and tell me? I was asked to authorize an additional charge (on top of the $150 service fee) for the repair, which I immediately authorized. I was assured by the tech that the part would be in soon and I would be contacted.
Several MORE WEEKS passed and still not a peep. I call the shop again, part still on backorder, no idea when it'll be in. The tech assures me he's on top of this and that he's contacting Brother right now and will call me back immediately. I'm still waiting on that call by the way.
Now it is JUNE and still no word from the shop. Attempts to call are thwarted by a constant busy signal, getting the answering machine and the tech being on vacation. So I call Brother to see if they can assist me in getting a status. Lo and behold they are able to contact the shop and get the info that we're apparently still in a holding pattern. My case has now been escalated and Brother has assigned a liaison to me in embarrassment over the situation with one of their authorized service centers.
In the meantime it is almost JULY and my machine has been at Discover Sewing for almost THREE months so I called Brother myself to find out what the heck the hold up is. Brother informs me that the part is in stock and they are sending it to the shop right away. Huh? What? Ok, just send the damn thing so I can get my machine back.
Fast forward to JULY 6, the part has already been delivered to the shop (another hour on the phone with Brother to confirm this). NO ONE has contacted me to let me know it arrived or give me any eta on my machine so I call Discover Sewing for an update. I tried from 11:36 am -1:40pm to get someone on the phone but finally gave up and called the Sandy Springs location to see if maybe they were closed. The person who answered the phone in Sandy Springs (on the first try) said the Duluth store was, in fact, open. I asked the young lady if I could speak to the General Manager of the two stores and explained that they were on the verge of having a very unhappy customer and that I would like to speak with someone urgently. This was Friday, she told me that the GM may call me Saturday or may call me Monday. Okey dokey, she didn't understand urgent very well but whatever.
Any call with Brother is an hour wasted, mostly on hold so I hesitate to keep calling them to intervene but I will be sending this review to my liaison for their records.
It is now TUESDAY, no call from any GM or anyone at either shop. No idea when or if my machine will be repaired or when this will end. My machine has been at Discover Sewing for exactly 9 days short of THREE MONTHS. My options now appear to be going and picking the machine up and taking it elsewhere (thereby wasting THREE MONTHS and $150) or just waiting to see if they actually repair it one day. I haven't yet decided which route I'm taking but I will update this review if the situation is ever resolved, something I'm not real hopeful about at this moment. read more
