Read the reviews below to see the experience other people have had when dealing with customer service from Bernina.
My Bernina machine has been awaiting a new computer screen since March 23 and there has been no response from the Bernina dealer or Bernina Australia. The warranty will be exhausted before the machine is repaired as it is only 2 x years old. Very disappointing experience and Bernina Australia is not interested in my complaint.
My Bernina baby is dead again. I swear I just purchased her in March I didn't open the box until May because I was traveling. and it has been in the shop once a month since then with the same problem.
I just found out that the bobbin was not winding correctly, which was causing the mangle threat in the bobbin case, that caused it to seize, every time.
I call customer service again, and spoke to Sharon again, and basically she could care less about me and my problems on a machine I spent THOUSANDS On. She was no help when I called her 3 months ago she wasn't any help today.
the dealer offered me a Janome continental M7 and thanks to Sharon and her inability to feel any compassion for me and the fact that my son is getting married and I can't finish my Mother of the Groom dress. I WILL BE TAKING THAT OFFER.
I dont trust my dealer any longer. AND I NO LONGER TRUST BERNINA.
On 5/22/18 I purchased a Bernina Model 5 Series Embroidery Machine. As of today, I have yet to complete one embroidery project. From the very beginning I have had problems with the machine. The first time I took the machine in for a demonstration the machine did not work properly. The machine has been at the dealers more than in my home. The following are some of the problems:
1. I've gone through 6-8 needles as they have broken in the middle of a design.
2. The light doesn't always come on. I have to reset it nearly every time I turn it on.
3. The stitching is not uniform. Some letters are fine & then some are loose.
4. After stitching 5 or 6 stitches the machine stops & tells me to cut the thread.
5. The bobbin indicator shows that my bobbin is low when in fact it isn't.
6. The spacing is not uniform between letters.
7. Machine will be stitching letters and part way through it stops, the needle moves up &
bastes a one inch square.
8. In the middle of stitching the bobbin gets thread wrapped around the bottom & gets jammed.
9. Unable to use mega hoop all the time.
The machine has done some of these things while the dealer is using the machine. I have taken it back several times. The dealer has even taken a video of what the machine is doing & sent to Bernina. The machine was sent back by the dealer in September to you to try to fix the problems. I have yet to hear from Bernina or the dealer as to the status of my machine.
I feel that at this point, I am either due a new machine or a full refund. If I knew I was going to have this many problems and lack of service that I would never have purchased a Bernina and will not recommend it to anyone else.
I would appreciate your response to this problem in a timely manner.
Sherri Murawski
661-948-5262
[email protected]
Model 5 Series Embroidery Machine
Serial # 60874106
Purchase date 5/22/18
This (Feb. 2018) is the second time in about 4 years I've needed customer support at Bernina and both times I've hit a brick wall trying to get help through Bernina's web page. Their web page is nicely designed to look friendly, but Bernina provides no "Customer Support" phone number on their web page, and emails sent to customer Support via their web page go unanswered. Very frustrating considering the price one pays for Bernina sewing machines.
I BOUGHT A 820 BERNINA WHEN THEY FIRST CAME OUT Let us just say it has been back to the factory 3 times, to repair people several times . I can never sew on it but for just a few minutes til something goes wrong. It has led to drinking lots of wine. Is there any recourse on this very yellow lemon. Have used Berninas for years happily but ready to throw out the nearest window
I have accidentally lost my invitation to view the Bernina Toolbox on the web at 6 pm. Would you pass this information on to the proper channels so I will receive another email invitation.
Thanks for your response to my request.
Sandra Reed
Readingerconnie
Jul 25, 7:50 PM CDT
My name is Connie Readinger and I have been machine quilting for 21 years. I have been a member of the Berks Quilters Guild for 17 years. I started with a Viking, then went to a Pfaff 1471, then a Pfaff 7570 which I still have, then a Jeaome which I traded for a Bernina 750 in Feb 2013. I was then offered an upgrade at Hinkletown Sewing Center to a Bernina
Model 770 SS 77060603236 in Aug of 2015.
I've had nothing but trouble with the 770QE in free motion quilting! The bobbin thread forms a bird's-nest cutting the bobbin thread and jamming the machine. And it does this a lot, although once is too often. I had it back to the dealer 5 times which is 30 miles, taking 35 minutes one way. They did adjustments, tried to replicate the problem, had me attempt to replicate the problem which I did but they said it was just tensions. They were very very cooperative and even gave me a brand new machine. Much to my displeasure the new machine does the very same thing. A local dealer even offered to take a look at it for me. Again, I wasn't able to replicate the specific problem for them but they watched my technique as did the people at Hinkletown Sewing Center and could not point out any glaring mistakes I was making. The fact that I can't replicate the problem at the dealer is really frustrating for me. After all I had no trouble quilting with the 750 and I quilt a lot.
I have changed quilting techniques as suggested by the dealer, by online experts who use the same machine, and through trail and error. I've changed to foot 44C, and also changed needles and thread many times and still am unable to resolve this issue and it really frustrates me to the point if nothing can be done for me I will take the loss and sell the machine! This has been a horrible experience and I'm at my wits end. Of course I won't be ever buying another Bernina!
My first question are: Do you have other machines doing this?
Is there a way to fix it?
If it's my technique, which I doubt, what can I do different?
I sent this back in July as you can see and have heard nothing back and it's almost a month.
I am very disappointed in the customer service from Bernina. I am also very
frustrated with this machine which continues to bind up and jam my thread. Since I can't get any answers maybe you can please authorize the dealer to refund my full purchase price as soon as possible.
I have had a Bernina 830 B for two years, beautiful machine until: Last fall the bobbin assembly broke, spent alot of money on shipping to Bernina for repair after local repairman contacted them and found out this is a problem (Bernina has known about this for years) with this model. Since it's return in late November it has been back to the shop 6 times - the new bobbin assembly eats thread and jams it up horribly while in embroidery mode. 6 visits in less than 5 months.... Now it sits in the repair shop, the repairman has emailed Bernina for advice and who knows when I will get it back or if it will work right for more than a few hours when I do get it back. My thought is that this is an ongoing problem with the model and Bernina needs to fix it (for real this time)at no cost to me or replace it at no cost to me. BERNINA NEEDS TO MAKE THIS RIGHT FOR ALL OF US who have paid such a high price for this lemon machine. There is apparently no one at Bernina to talk to. They don't even offer adjudication!! Packing this huge machine in for repairs ever 3 weeks is quite inconvenient. Living without a sewing machine is a horrible option, they don't even offer loaners. Problem still not resolved. Local dealer knowledgeable and friendly, but big Bernina apparently doesn't need us customers just their dealers? Unfortunately, I have no one at Bernina to work this out with. If they don't make this right soon I will be on YouTube destroying this hunk of garbage with a few choice words their potential customers will hear.
You have terrible customer service. Cannot reach a live person to ask a question. Cannot find user manuals to download which are free. All are for sale. Doesn't Bernina offer free manual downloads? I am at a public school. No funds for purchase. Phone number is circular. Could not get anyone to even ask a question? I have Bernina serger and machine at home. Will not buy another. Will recommend school district not buy Berninas again.
My name is Rachel Herren. I live in Omaha, Nebraska. I've been using a Bernina for about 15 years and love my machine. Earlier this year I traded my old model in for another used model and when I did the store here on Maple street said that they will change all my embroidering disk to an art format. Last month, August 18th, I had my husband take my disks in to get them in to the new art format. They said it will be done in a couple of week. My husband went back and they told him that they were not done because they are too busy and that someone has to sit with them the entire hour that it takes to do one. Ok, we can be patient. In a week he went in and it still wasn't started. Now today I called and find they are still just sitting undone. They told me they would be able to get my disks done so I can use the machine but now since not even one was done I don't believe they will ever be done. When I called the store today I told them that I want to have my disks returned and have one at a time done but my husband said no, I should have them done all together. What can I do? I am not getting customer service at all. I am putting the back burner with a machine that I paid 2000 for and can not use the embroidering section. and why would I ever want to buy another software if I'm never able to use them. For these months that I've had the machine I've yet have been able to embroider with it.
