I bought my sewing machine, a Viking Sapphire 870 Quilt, about a year and a half ago. It was great for just over a year, and then it started doing the weirdest thing. Every once in a while it would create this tiny little loop in the bobbin thread on the back side. That’s it, just a tiny little loop. The tension and the stitches all looked fine otherwise.
I took it in to the shop where I bought it and they had never seen this problem before. They called Viking and spent a long time working on it. I took it home and it was better. For a while. A few months later I took it back in and they worked on it some more. But when I took it home, the improvements didn’t last long. But I hate being without it for weeks, so I have been using it this way. It’s not horrible and not worth ripping stitches out over, but it’s not the way it should be.
Last week I was over at the store where I bought the machine and the owner asked me how my machine was doing. I told him it was still misbehaving. He really didn’t think there was anything more they could do about it. They’d worked on it for hours.
So, you know what he did? He called Viking. And then he called me to come over and get my new machine! I swapped him my Viking 870 Quilt that was busted for a brand spankin’ new 875 Quilt. Viking charged him the $300 difference in price between the machines, but he didn’t charge me a cent. I even tried to get him to split it with me, ’cause, let’s face it, the trade-in value on a machine with a problem that can’t be fixed is, well, pretty much $0. I knew $300 for the swap was a great deal compared to buying a new one out right. But he wouldn’t budge. He said he wanted to take care of his good customers. It pays to get to know the people at your local quilt shop, that’s for sure. So, here she is! Ain’t she purdy??
So, in appreciation, I felt I should buy some fabric. Plus, they were having a sale. Who can resist? I picked up several things I’d had my eye on lately and then realized that they all look great together!
Left to right:
Gee’s Bend hand-dyed fabric, Shanghai Edition Collection from art gallery fabrics, Amy Butler Midwest Modern (2?), Asian Market Collection from art gallery fabrics, Wild Thyme, Red Letter Day from Lizzy House, Ahambra II from art gallery fabrics, spotted owl from Alexander Henry.
I see some happy sewing days ahead!
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Huzzah! That is some amazing and wonderful customer service! And lucky you– a new machine! Congratulations!
Wow how exciting! I bet that totally made your month.
I have the same machine – Viking Sapphire 830 model – loved it for a few months but now it’s just ‘acting funny’ and I can’t really explain it. I’ve been hesitant to bring it back ’cause I don’t want to complain about little things but your story is changing my mind. Every time I sit down to sew I get grumpy that I spent all that money and I’m just not happy. I’ve been mostly using my old Bernina lately to avoid the stress of thinking about it. Thanks for the kick in the pants.
Wow, what a fab guy! That’s an incredible story, especially in these tough times. And your new machine looks beautiful. I’m so envious. I love my new Viking, but it’s much more basic than that 875 – nice! Love your new fabric purchases too, especially those art gallery fabrics. I haven’t seen that collection yet.
That is fabulous! A good dealer can make all the difference. Congrats on your new machine.
lucky you! I’m glad that the shop owner was so understanding.
Wow, isn’t it great to find a place that actually has customer service?! You know, maybe it’s something about the new Vikings! I had a 980 (yes that is old now) for over 20 years, never a problem. A couple of years ago I bought the Sapphire 850, and I am always adjusting the tension, and having some sort of problem.
I’m so glad to hear that you have resolved the problem! I’d certainly keep shopping at his store!
It’s nice to hear a story like this — your machine looks wonderful and what a great ending. I think the dealer was right to do the switch — and look at all the great advertising he’s getting from his satisfied customer.
What a testament to excellent customer service. I hope your new machine works better than the old. I’m excited to see what you’ll make with your new fabric.
That’s awesome! I wish my machine shop would do that with my machine, unfortunately, they have changed owners and are not as understanding. I’ve been using a friend’s machine for nearly a year, because of it! Love your new fabrics…
I am so thrilled to hear that there are really great dealers out there who took care of you, shame on Viking! I just saw the 830/850/870 recently and fell in love with, of all things, the decorative bicycle stitch…I am no kidding. I was leaning towards the Janome 6600 but then I saw the bicycle stitch and was in love. Then I came home and read all the scary stories about the tension and was aghast. I am so glad to hear the new machine is working better and that the problem is *hopefully* solved. Thank you so much for sharing!
ps. I love that duck fabric. I bought it in orange and white a little white back and everyone loves it.
That’s an awesome story. There are good honest business people still in the world. And see, he kept a customer. SMART.
I’m shopping for a quilting machine and was trying to find the difference between the 870 and 875. I appreciate your comments and wish you good luck, but I think I’ll look at a different manufacturer. Don’t want to spend all that money and then have headaches to boot.