In December 2017, I took my Bernina 830 sewing machine into the Layton Nuttall's store to have it timed and serviced. A week or so later they called and said they couldn't repair it, and that I needed to come pick it up. I came on Dec 22 around 3:00pm. Ultimately, I was told that it needed a vertical gear and they didn't have one. A man near the counter, who acted like he worked there, and whom the sales woman also acted like he worked there, told me that Riverton did the major repairs. I asked him if it would be worth repairing. He said he didn't know. I asked if it was worth taking home. He said he'd be interested in it if I didn't want it, but that I could likely sell it on eBay if I didn't want to get it fixed. So, I took it home.
A week went by (Christmas) and then I decided to investigate further. I called the Nuttall's Riverton Store a couple of times, and talked to Dave and I don't know who else. They told me that Bernina doesn't make vertical gears anymore, that there are some after market ones, but that they wouldn't warranty any after market one, but would install it if I wanted. I asked him what an after market gear would cost. He told me around $90. I asked about OEM gears and he said I might be able to find one if I looked around on the internet. I then asked him what it would cost to have it replaced if I found one, and he told me they'd do it as part of the $89.95 service call (they are disputing that today, but that's what I was told. Today they tell me it's $200 to have it replaced). Had anyone told me that, there's no way I would have spent $90 for an aftermarket or $40 for the OEM one I found in Lehi. That's $240, plus another $89.95 for service and you're already at $330. I have an MBA. I understand finance. When I can buy a used Bernina on-line for that price or less (fully serviced), why would I pay $330 to have all that done. I hadn't bought the vertical gear yet, and I'm very careful about buying parts until I thoroughly understand what they'll cost to be installed. I do the same thing with my car. So, either the guy mis-understood my question, or I talked to a new guy that was clueless, but he was very clear that if I brought my machine to Riverton, with a OEM part, they'd install and service it for $89.95. So, we did.
Today (Jan 18) they call and said they're not sure the gear will work (I get that. That's the risk I took when I bought it.) I bought it from a Bernina repairman that guaranteed me it would work in a Bernina 830 machine. He didn't guarantee how long it would last. That's not being debated. Then they told me it would cost $200 to install. Bait and switch? Outright lies? Something. I was pissed. They insisted they were right and told me I could either pick it up in Riverton or Layton (unfixed). I told them to send it to Layton and I'd pick it up there. During this conversation I told them about the man in Layton that afternoon that acted like he worked in the store. Dave called me a liar. Rhoda (the owner) also called me a liar and said no men worked in Layton. I tried to explain the conversation I had with the man in Layton to Rhoda, but she was so busy calling me a liar, that she wouldn't listen. I called her back and started to explain, and asked her if she'd retract calling me a liar if I could figure out who the man was that was there that day nearly behind the counter. She said "no". That told me I was dealing with a company that no one should ever want to deal with. I did end up calling the Layton store, and after I explained what I wanted and explained the conversation with the man there, the woman told me that only a maintenance man works there and he'd have no interest in sewing machines, nor would he have engaged me in the conversation I had with this man. I tried to get her to help more, but she told me to leave her alone and she hung up on me. I have the same opinion as the other man that left a 1 rating above (would be 0 if I could), that they are condescending. I still don't know who the mystery man is. I do know that I will never recommend Nuttal's to anyone, including my mother-in-law Bev Smith, who recommended I go there in the first place. They treat people horribly. They tell people one thing, then change their story, and call you a dishonest liar. Horrible company, with even worse leadership and owners. Don't go here. read more
