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KenS · June 16th, 2008

Just out of curiosity...

what machine do you use, and if and when you had to call for tech support.... how long did it take for them to get back with you?

I am just trying to gauge what would be considered good and bad.

COEDS · June 16th, 2008

I use SWF and I can get a tech in most cases 3 days maybe less. I also get on phone support and overnite parts. They encourage you to replace parts with their help on the phone. In most cases they can walk you through it. .... JB

Cutting_Edge · June 16th, 2008

I, too, have an SWF........I have only had to call their tech dept. once in a year.......it took them 15 minutes to get back with me and walk me thru the fix......

Margaret
Cutting Edge

lizziemaxine · June 17th, 2008

I have a Barudan. Tech support is usually calls me back within half an hour and has been able to walk me through the fix every time.

deChez · June 17th, 2008

I have an SWF. Mesa Distributors has by far the WORST excuse for a customer service department that I have ever encountered.

For starters, even though they're the West Coast distributor, their customer service department closes at 3:30 Pacific Time.

Their phone support is never available to take your call, you always have to leave a message. If you're lucky enough to get a call back on the same day, they're rude and incompetent. This goes for machine and software support.

It takes at least 3 days to get a tech out to the site.

The only up side to my experience with SWF Mesa Distributors is the tech that they sent out.

He was on time (well, he would have been if customer support had not sent him to the wrong address), knowledgeable, and helpful. I have called him directly a few times, and he walked me through my problem over the phone in no time.

COEDS · June 17th, 2008

Wow !!!!! SWF EAST is the best customer service, I have ever had. ... JB

deChez · June 17th, 2008

I've heard from several people that SWF East has very good service.

Since Mesa Distributors stopped supporting Embroidery Office V8, I think SWF East has taken over supporting that product. Really, I'm guessing (and more hoping) because Mesa never did get back to me with the info on who supports it.

I have gone to SWF East's website, and they have a good deal more support information than does Mesa.

I'm not sorry I opted for the SWF 1501 -- the machine has been good. Not crazy about EO V8, and even less happy that Mesa stopped selling that software 1 month after I bought mine. It would have been nice if they had given me the other option (even though, admittedly I didn't know much about any embroidery software at the time.)