[amayausers] Re: Lemon
- From: "Kesavan" <kesavan@xxxxxxxxxxxxxx>
- To: <amayausers@xxxxxxxxxxxxx>
- Date: Tue, 19 Sep 2006 09:01:58 +1000
My distributor keeps coming or sending someone up to fix my machine. It
disrupts my work on the other machines. They refuse to acknowledge that
I have got a lemon. If my problems don=92t go away I am going to sue. =
Once
a case goes to courts and the competition gets to know there wont be
many Amayas sold in this country.
Anand
I'm going to be honest in my experience with Melco and the Amaya. I took
delivery January 3rd, 2005. I watched the delivery guys try to lift the
machine from under the red "wings", even though there was a BIG orange
paper taped to the top of the machine showing where to carry it from. I
stopped them before they could do it. Then they carried it upstairs, the
guy on the bottom with the needlecase against his chest, no matter that
I told them to turn it around before they started up, they wouldn't
listen. After they left and I tried to thread it up, I noticed the #1
needle was bent to the front and the spring that holds threads above the
needles was broken away from the right side, probably caught on the
guy's shirt. Melco immediately sent a replacement cover when I called.
Well, 7 weeks later, I'm in tears (hey I'm female and very emotional)
and the machine stitches like cr** since day one, the tech has been out
3 times adjusting each time so it worked for about 1-2 designs, then
it's downhill. Then another tech who I shall not name who ran the ampass
design with over 15 "violent thread breaks", didn't adjust anything and
told me that other than the thread breaks, the machine was just fine.
Actually all he did was brag throughout the whole session, UGH. And no,
he's not any tech on this list. I had jobs to do and getting calls from
everyone how much longer until their stuff would be ready. Don't have a
backup machine either. So I call one of the salespeople, asked about
Melco's return policy. What???? What do you mean? No one has ever
returned an Amaya! And this was in a rude, unfriendly tone. So anyway, I
call Melco, finally got hold of a tech who gets me to a gentleman named
Dion (last name?). He sends his best tech from Denver, in this case
Herman Wilson to train me on the machine and software after adjusting
the machine. 2 1/2 days later, he is still trying to get the machine to
work properly so there was no time to train me on anything. He called
Melco and suggested they replace the machine. I owe a lot to Herman, he
got them to listen and the machine was replaced within 10 days. BTW, I
got the replacement machine, and ran it without any problems for 9
months before I was able to go to training. Melco did right by me, it
just took a bit to prove the machine had a problem. I heard the first
one was going to be taken apart to see what was wrong with it, but we
all thought it was damaged by the delivery guys. I hope your problems
are taken care of very soon! Keep pestering them! It's too much money to
throw away on something that does not work correctly. And no you should
not have to be the tech, minor issues are ok, but I'd be crying again if
I was expected to do major stuff on this machine! No amount of
anti-depressants could stop me either, they haven't yet! LOL!
Edna Khalifeh
www.etchedinthread.com
-----Original Message-----
From: amayausers-bounce@xxxxxxxxxxxxx
[mailto:amayausers-bounce@xxxxxxxxxxxxx] On Behalf Of Kesavan
Sent: Monday, September 18, 2006 2:07 AM
To: amayausers@xxxxxxxxxxxxx
Subject: [amayausers] Re: Lemon
My two four heads are 10 years old. Only time they have been down have
been Tajima a jammed belt due to the a freak accident and the happy a
broken back plastic wheel due to the needle hitting a hoop.
Compare that to my Amaya crashing 3 times in under 6 months for no
reason. I buy a machine and expect it work with out frequent break
downs.
Next time any one asks about an amaya on any of the other lists I am on
they will get some honest feed back from me
Anand
Kesavan
When Sharon and I received our very first Amaya---2001---we had some
serious=20
problems with it. It was a new embroidery design and concept back then,
and=20
regrettably had some growing pains. Our frustration with this machine is
what led me to get involved in becoming a tech. This also let me see
just=20
how serious Melco is in treating all their customer right. But, Melco is
a=20
business and when a problem machine has been brought to their attention,
it=20
is only prudent business on their part, to identify just exactly what is
going on and exhaust all avenues before a recall on that machine canor
will=20
be made. Melco worked very hard to rectify all the issues for everyone=20
involved. Believe me they felt everyone's frustrations, but doggedly
pursued=20
the issues and worked hard to resolve them. Since then, over the past
years,=20
as a sub-contracted third party tech, I have watched Melco as they have=20
continuously improved the product, being in this case the AMAYA.
Melco does not pay me to say good things about them or their products. I
only go by what experiences I have personally had with them and with the
customers that I have serviced for them. I can truthfully say, there has
not=20
been one time that Melco has not come through for the customer---not
once.=20
Many times it was the customer who was at fault for the machine failure
and=20
Melco has still went the extra mile for them. That statement was not in
any=20
way directed at you personally. I don't have enough information to make
any=20
kind of a diagnosis as to what is wrong with your Amaya and do not know=20
everything in-depth, that has been tried to this point.
What I do know is that the Amaya is a very good product. It is a very=20
technical and highly sophisticated machine and as so, has a definite=20
learning curve attached to it. But having said that, it is a "machine."=20
Unfortunately in today's world, the more sophisticated and technical our
machines become, the higher the risk is that our newly acquired "prize"=20
possession will or may have a problem now and again.
I know , as you noted, that you have a business to run and also as you=20
noted, you don't want to play embroidery machine mechanic, and I do know
that these issues can be a frustrating experience. Where is your closest
machine tech located in your area?
I personally have only seen one machine that needed to be recalled to
the=20
factory. Melco treated this customer very well. I will say that this=20
particular customer even with all the frustration leading up to this
recall,=20
was very patient, not happy about the situation of course, but gracious
and=20
patient and the issue was resolved and everything worked out for the
better.=20
He also never bad mouthed the machine, although he did have some pet
names=20
for it, but he understood that the machine is just that , a "machine",
and=20
machines can be fixed and if that was not possible, he had the faith to=20
believe Melco would do right by him, and they did........
I don't normally get involved in these discussions but your frustration
is=20
obvious and I just needed to give you an additional insight from another
point of view. If you will just be patient and work through the issues
that=20
you are experiencing with the machine, you will not be sorry in the long
run.
I have every confidence that Melco will do right by you......
Rod Springer
Rod & Sharon Springer
Embroidery Cottage
Melco Amaya Technician & Trainers
Design Shop Pro+ & Digitizing
Boise, ID 83713
208-938-3038
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