Dear Claudienne:

I have a problem with a company called Jamsew that services and sells sewing machines.

I have been a loyal customer of Jamsew for over 20 years. I took my computerised embroidery machine to Jamsew to be repaired after it stopped working. Usually, when I plug in the machine and turn it on there is a four-inch touch screen that lights up. Once the light is on, “OK” comes on, and when I touch the “OK” icon the carriage should move. However, when I touched the “OK icon” and the carriage did not respond, I took the machine to Jamsew.

They said they would examine the machine to see what the issue was. When I called the company a day later to find out if the problem had been resolved, they told me that the computer board was not working. They said that they would need to send abroad to get a new board which would cost $8,000, and that the service charge would be an additional $5,000.

I was also informed that it would take approximately two weeks for them to get the parts. After three weeks I was informed that the board had arrived. After another week I called and they said the machine had been fixed.

I went and paid them and took home my machine, only to discover that the carriage was still not moving. I called the company and told them that the carriage was not moving.

I took back the machine to the company and after one week called to find out if it had been fixed. They said that it was ready but that the machine was moving slowly.

When I went back to the company to find out what the problem really was, they plugged in the machine. I heard a loud sound and was informed that the motor was apparently going bad. When I told them that I had never had a motor problem, they said things like that can occur.

They said that they had a motor that they could put in it, but a few days later I was told that it could not work in my embroidery machine so I should come for it and take it to Xerox for them to sort it out.

When I asked the technician if I would be refunded some of my money, he started to get aggressive. I asked to speak to the manager, but they said he was not in the island.

After a few days I called again and asked to speak with the manager, but they said he was still overseas and would not be back for a while. Today, January 24, 2017, has been more than six weeks since I last called the company, and my machine is still there.

I have lost a lot of business as a result of this ongoing issue. I would like to have my machine fixed and also a part of my money refunded for the inconvenience and loss of income I have suffered as a result of their incompetence and total lack of professionalism and poor customer service.

I would appreciate your help in sorting out this matter.

AH

Dear AH:

When

Tell Claudienne spoke with the manager of Jamsew, he said that when you took the machine to the company the first time, they discovered that the computerised touch screen board was not working. They bought a new touch screen board for $8,000 and replaced the malfunctioning board. He said that the service charge you paid to replace the board was discounted, and that the computerised touch screen board was entirely different from the the mechanical parts of the embroidery machine.

When you took home the machine it developed a mechanical problem that was unrelated to the former problem with the board. When you took back the machine to Jamsew and the technician pulled it down, he noticed that it was rusting and corroded. He also discovered that the motor was slow and was not driving the machine as it ought to.

The manager of Jamsew agreed to meet with you, and we note that the matter was amicably settled at your meeting on Thursday February 23. At that meeting you agreed to buy a new motor that the company will install at no additional cost to you.

Good luck.

Dear Claudienne:

On December 17, 2016, I applied to Dekal Wireless for internet service. Although I was told that it would take 7-14 days for me to get the service, it is now three weeks later and I still have no service.

Up to now, January 20, 2017, I am still without service despite my calls to the company.

I suffer from sickle cell anaemia and work from home.

My husband, who is a teacher, urgently needs the internet, and my children also need it for home work assignments. I have been calling the company to no avail.

I have been told that Dekal Wireless is part of FLOW. I would appreciate your help.

AB

Dear AB:

Tell Claudienne contacted FLOW and we note that the internet installation was done on January 31, 2017.

We wish you all the best.

Have a problem with a store, utility, or company? Telephone 936-9346 or write to: Tell Claudienne c/o Sunday Finance, Jamaica