Page 1 of 20

09/21/2014

To Whom It May Concern at Husqvarna Viking:

I am writing to attempt to resolve some major issues I have experienced since my initial purchase of a Designer

Diamond Deluxe at your Fairlawn Viking Sewing Gallery in Ohio on November 5th, 2013. I have an extensive and

expensive nightmare regarding my purchases to date that I want to relay in the hopes of seeking a resolution. I

am asking that you please hear me out through the length of this letter.

The “short” version: If you don’t have time to read the rest of this, I want to tell you in short that I have spent

10 months making payments for a Husqvarna Viking embroidery machine that to this date still does not work

right. I have essentially completed new owner’s classes at a distance via phone and internet and do know how

to use my machine. New owner’s classes at the store however were never offered to me since I bought in

November and they said shopping season was too busy to do lessons from the holidays. They couldn’t do a class

till after January. I am a fast learner, however and I’m not new to embroidery as I own a small Brother Innovis

900d machine and have never had a problem with it, so I knew reading the manual would be okay. I bought a

Designer Diamond Deluxe from your Viking Sewing Gallery in Fairlawn, Ohio on November 5th, 2013. It was my

birthday present from my husband and represents a very significant investment for our income range. I was

very excited at the possibilities though. It was truly a dream come true!!! The very first week I owned it, I had

to return it for repairs. It was throwing gobs of black grease and fuzz onto my fabrics, ruining them. It was also

having tension issues and bringing lots of bobbin thread on top and breaking thread and needles repeatedly. I

took it in for repairs. It came back and still had the tension issues. As I would discover, every time it was “fixed”,

I’d get it home and find out it still had the same issues. For months they blamed user error but they couldn’t tell

me what I was doing wrong that would fix it. Finally they realized that it truly was not user error when I had the

manager stitch on it and she got the same results using all her favorite materials/threads/stabilizers and

technique. Thread was breaking every few seconds of sewing or embroidering. Bobbin thread would end up on

top no matter what kind of fabric or stabilizers or threads were used. Design didn’t matter- whether it was built

into the machine or purchased elsewhere, it still had the same issues. You could adjust the tension on the

screen and it would not affect the stitch out at all. In fact, with the presser foot up all the way and tension set to

0, it was even hard to thread the machine as the thread just did not want to move through that machine at all.

Once you got it threaded, the needle would bend from the pressure on the thread. Even in thread portioning

mode it behaved the same. I would spend about 1.5 hours in drive time to repeatedly take the machine back for

repairs. They would fix it. I would drive again to pick it up, take it home, and find out it still had the same issues.

After months of this cycle, they finally sent it to a tech out of state. This sounded hopeful, but it still came back

again broken. I lost hundreds of dollars in ruined fabrics/threads/stabilizers/needles, time, and gas just to get a

working machine (which never happened). It’s all documented. I’ve made payments faithfully, but the

machine was in the shop a cumulative of over 22% (52 days) of the time that I owned it. The rest of the time

in my home it spent in down time. In the 8 months I owned it, it never functioned once the way it was

intended and it was very disheartening and I was never given a loaner with the capabilities I paid for to use while

it was gone. The best I was offered was for a week they loaned me a Ruby Deluxe and I was able to use it

flawlessly and made many projects that week. I was reluctant to give it back. After my DDD continued to be

dysfunctional time and time again after repeated repairs, I begged for a new machine. The options offered to

me for resolution at that point were not acceptable. Every option offered was going to cost me additional

money and I was not interested in having another used Diamond Deluxe after all I had been through. I begged

for a downgrade to a new Ruby Deluxe, but even a downgrade was going to cost me money and they didn’t

want to allow me to downgrade! It was clear that I was sold a lemon and they were only going to make more

Page 2 of 20

money off of me from that. I had no choice but to file a dispute through my credit card on the purchase at that

point (July 3rd, 2014), and only after that did they allow me to get a different machine.

I opted to downgrade to a brand new Designer Ruby Deluxe. On July 8th, 2014 Debra, the manager, called me

and told me they would finally accommodate my request to downgrade at the current sale price for the Ruby

Deluxe but that they would be backordered. In order to get that price, I had to bring in my Diamond to give back

and a second machine as a trade-in (I brought an inexpensive Brother one). No problem, I was eager to get a

working machine and fulfill my dreams… 8 months of torture had been a long time. The Ruby Deluxes were on

back order so I couldn’t get it yet. On July 16th, 2014 I was finally able to pick up the new Ruby Deluxe. I was

glad the nightmare with the Diamond Deluxe I had started on November 5th, 2013 was over! I turned in my

broken DDD, a brother machine for additional trade-in, and they also took back the luggage I had for the

embroidery arm since it was a gift that came with the Diamond and wouldn’t fit the Ruby embroidery unit

anyways. I was not offered one that fit the Ruby as a gift. I special ordered and paid for additionally a Crown

Hoop since the DRD doesn’t include one as the DDD had and I had to give mine back with the DDD. In exchange,

they credited my card the difference in price for the machine and I went home with a new Ruby Deluxe. I do

want to note here that this brand new Ruby I had agreed to on the phone, when I arrived at the store, had

already been opened by the manager. She said she just had to “peek”. The machine was still in the plastic,

but the box was opened. The box was also mildly damaged and the Styrofoam packaging was broken clear

through. Despite that, I gave her the benefit of the doubt.

I took it home and set it up, and my very first project on it already had issues! The ruby was making a “chirp

chirp” sound as the needle went below the stitch plate, it was rubbing against something in the bobbin area and

shaving the titanium coating off of my needles! This problem was causing the machine to heat up and smell as

the metal scraped metal. It was truly a scary fire hazard. Beyond that, it was also showing major tension issues

as it couldn’t keep the bobbin thread regulated on satin stitches, and the thread cutter was missing its cuts. I

made a video of it and took photos to send to Viking. It had 1 hour 57 minutes on the clock, and already

needed taken back to the store for repairs!!! Another 1.5 hours of drive time was dedicated now as my dealer

had me bring the machine back and said she’d send it off to corporate for repairs this time. I tried to tell myself

it was impossible to get 2 lemons in a row! After all, the box and Styrofoam were damaged, maybe the shipping

just damaged it so with 1 time fixing it, we should be good as gold!

They loaned me a Diamond Royale while my machine was being prepared-- finally I would get to try out

Diamond capabilities as even though I had owned a Diamond for 8 months I never had one that worked! I

managed to make several things on that and enjoyed it. I think I only had 1 thread break the entire week I used

it! I only wished the machines I owned had worked though, that’s all I really wanted—my own machines to

work properly! On 07/27/2014 we dropped off my Ruby for repairs, and on 08/10/2014 we picked it up after

being fixed. I spent several hours watching it stitch at the store, again verifying for them that I knew how to use

the machine, and trying to verify that it was fixed as only time would tell. They said they adjusted the needle

bar and tensions on the machine they didn’t even know it had, among other adjustments. I was hopeful since it

was corporate that had fixed it as I had somewhat lost faith in the local tech after the repeat issues on the

Diamond. Initial testing showed that the needle was no longer shaving off, embroidery looked okay, not perfect

on the satin stitches but passable, thread cutter was still a little soft feeling but seemed passable. I was going to

give it a try!

I took it home and discovered it was still not quite right for satin stitches, and the thread cutter was still

missing most of its cut attempts. I was discouraged. I was truly losing all faith in Husqvarna Viking by this point

Page 3 of 20

and at our income level it’s just not feasible to keep paying for a broken machine and all the fabrics/supplies it

keeps ruining and the gas and time to run it back, especially since we have a son with special needs that needs

me to dedicate more time to him than I was being able to give due to running the machines back for repairs

constantly. We spend on average about 25% of our weekends since owning a Viking at the stores for repairs!

It’s about a 45 minute drive most days each way (1.5 hours, plus time spent at the stores). I have a friend who

teaches for Viking in another state and she tried to help me work through the issues, to make sure it wasn’t user

error, and to encourage me not to give up as she believes in the product, but even she thinks the machine has

issues. I went out and at my own expense bought a spool stand to help with the tension issues, which did

improve it a little, but it’s still not perfect. Not really acceptable for a product in this price range in my opinion

since my $300 Brother machine performs better, but I was willing to do whatever necessary just to have a

working machine. But nothing I have tried since my initial purchase has succeeded in giving me a working

machine. Now it is making huge messes of nests at the tie-offs on the back side. I have sent pictures to

Husqvarna Viking’s Facebook team and they said the thread cutter looks like it needs adjusting. This is

frustrating because the first time I took my Ruby back to get fixed, that was one of the issues I asked them to fix,

along with the tension issues. And now, I am dealing with it again. My friend suggested I try to stitch the design

with the jump stitches turned off so at least it wouldn’t be quite so messy on the back side. I agreed to give it

one last try… but I was unable to complete it. In the middle of my embroidery, the machine just shuts down

and reboots itself now. I went through setting up the machine again, and again, right in the middle of

embroidering, the machine shut itself down and rebooted. I have it on video. It is on a quality surge protector

and a level surface.

The machine has only about 5 hours of usage on it total…. and already I need to get it repaired a 2nd time! I

have called and sent an email letter, including photos and video to my dealer, as of September 11th, 2014. It

has been over a week and a half (10 days) and they have not bothered to respond to me via email or phone

yet, and I find that truly unacceptable. I am wholly dissatisfied to date with my purchases and the service I’ve

received from Husqvarna Viking, and all I wanted to do was to fulfill a dream, and instead I’m living a nightmare!

I’m hoping someone at corporate can address this directly with me as I no longer wish to deal with the Fairlawn

store honestly. I am reluctant to give up my dream of owning a working Husqvarna Viking machine, but I am

unable to keep one at this point given the major expenses it is costing me due to the problems I’ve had with

them if I cannot get a working machine in my hands from here on out. I still have never truly had what I paid

for on November 5, 2013. All I have received are frustrations upon frustrations and multiplied expenses. I do

not wish to keep this exact machine I have now. To be in for repairs a 2nd time with under 5 hours on its clock is

not acceptable for a new machine for me, and I’m not willing to keep this exact machine. I hope that this is

enough for you to consider a speedy resolution for me. I have been more than patient trying to work through

this with your company, I hope you can put your best foot forward to restore my faith in you for a resolution. I

hope to resolve this without having to seek resolution outside of your company, but I will do what I have to if no

one is willing to make this right.

I also need the financing to be corrected as they did not set it up right as agreed for the Ruby payments—they

still have me making the Diamond payments at $134 a month and this was NOT what I had agreed to with

Debra. They were supposed to set up 0% financing on the remaining balance on my card for the Ruby at 60

months as the current sale promotion had advertised at the time, but at the store, the receipt only printed as 48

months. I gave into that as I was weary from this “fight”, but now that it’s on my credit card, I discovered they

didn’t even set that up despite what my receipt says! It’s still on the Diamond payment level and schedule and

needs fixed, but neither manager has bothered to fix it despite several phone calls and text messages to them.

Page 4 of 20

Below this I have the “longer version” of the story- more details, costs, photos, video link, in chronological

order. I have introduced myself a little more thoroughly as I want you to know me through this process. I want

to be a loyal customer, but I’m more than just a dollar figure. Please follow the details of my story below. I

know it is very long, but I would very much appreciate the time you take to read it, as I have taken 10 months of

my time trying to get a working machine… (If you cannot read the “long” version, please at least pick up on the

section starting 9/11/2014 on page 18)

The “long” version:

My name is Melissa Rosander. I am a “young” stay at home mother of a 7 year old son with Autism who

requires much of my time. We are considered a lower income family (we make about $34,000 a year), and I

have my own health issues that I deal with as well. Due to our family challenges, I found myself in need of a

relaxing hobby that I could do at home to help relieve stress for my health’s sake. I graduated with honors, both

from high school and college years ago. I was salutatorian of my class actually in high school and a Summa cum

Laude graduate at college. I moved on from my education and have excelled at a number of positions in various

jobs, some including banking, administrative assisting, and even data modeling for the computer industry (IT).

I’ve held positions writing curriculum for at-risk youth programs at a city level. I was even a youth pastor for a

couple of years, just to name a few of my positions. Most of these are not the field that I studied in school, but I

share them to say that I love learning and have proven myself over and over again as a person that can learn to

master things quickly even without training, and will excel at them. Embroidery should be no different. I have

had many honors granted throughout my short career life due to my performance and I try to be a perfectionist.

I’m one of those over-achiever types and hope to never stop learning. My career life took a turn, however,

when I had my son and his needs required me to stay home longer than I had planned. Life sometimes has a

way of throwing those curveballs, but historically I’m a hard worker and I learn things easily. Despite this, I

would not trade my current lot in life as I love what I’m doing. And I thought I would love adding embroidery

into my life too, as well as digitizing since I love creating graphic art.

My family and I researched different brands and models of embroidery machines. I have owned a little Brother

Innovis 900d for a while, so I’m not new to embroidery, but that model is very limiting. I bought it used from a

very nice lady and spent under $300 on it, and I really enjoyed it as it has worked flawlessly, but I wanted more

capabilities. My son was also extremely fascinated with the machine and he joins me when I use it. He names

all the major parts of the machine and watches the needle the entire time it’s stitching. It’s a fun activity for us

to do together. Buying a more advanced machine was definitely a dream for me and I dreamed of it for quite a

while when finally my husband told me to go ahead and finance one. It was a huge financial undertaking for us,

but he wanted me to have it for my birthday. So on November 5th, 2013, my birthday, he took me to the

Husqvarna Viking store in Fairlawn to finally make my biggest dream come true! I was so excited.

But sadly, my dreams have ended up being nightmares. I never thought when after all my research I chose a

Husqvarna Viking that I’d be in the situation I would be in now. It is now September 21st, 2014 and would you

believe that I still have not had a working machine after all these months? I hope you will understand that I am

very disheartened, very upset, very stressed, and very financially stretched over what this has cost me both in

time and finances, not to mention the cost in shattered dreams. I don’t have the kind of money to just move on

and buy a different machine. I wish I did. I wish I could make this experience disappear. But I can’t. So I’m

writing you, hoping to find that someone in this company can help as I have tried extensively to work with the

options my store has offered, but I am no longer able to keep bringing these things back for repair. The store I

bought from is about a 45 minute drive typically and it costs us a lot of money for our income to repeatedly

Page 5 of 20

spend our gas for the trips, to give up family time that my son needs from me at home, not to mention the costs

I’ve experienced in ruined projects- fabrics/stabilizers/threads/needles… I have faithfully made the monthly

payments on the machines, despite never having a working one. So I appeal to you, please consider what I have

been through and help restore some faith in the Husqvarna Viking brand to me as I desperately hope you can. I

know this will be a very long letter with lots of details. I hope it will help you see the extent of what I have been

through. It has been anything other than a dream for me.

I am hoping someone at corporate will have the ability to make this right once and for all. I have been in contact

with the store I purchased from and the consumer affairs team via Facebook and phone for quite some time, but

no one has been able to resolve my situation to date and I’ve been left with a really expensive paper weight and

much frustration and stress- the very thing I bought a machine to counteract in the first place. I started out with

a Designer Diamond Deluxe last November. It was used, but purchased from the Fairlawn store. I repeatedly

had to drive it to the store for repairs, never once being able to trust it not to ruin a project. It spent 52 days of

the 8 months I owned it in the shop getting repairs repeatedly, which was over 22% of the time I owned it, but

never came back fully fixed. It was in down time about 99% of the rest of the time when it was at home. Finally,

after 8 months of nightmares and only after filing a dispute via the finance company, did my store allow me to

swap it out for a different machine. I begged for a Ruby Deluxe as I no longer trusted the Diamond Deluxe

model. They told me I couldn’t downgrade at first, then they told me I could down grade but only if I paid

additional money to be at MSRP. This would have cost more than I paid for the Diamond! Naturally, I could not

agree to those terms. I wanted a refund after seeing all they wanted was more money for their bottom dollar.

They refused that. So I filed a dispute with my credit company. Only after that, did they offer anything I was

willing to settle for. I had many losses that have never been taken into consideration still, but I settled to

downgrade to a brand new Ruby Deluxe at the current sale price and a refund of the price difference from the

Diamond Deluxe, but I had to bring in a second machine to trade in too, so I brought them a brother sewing

machine as a trade in and went from there. I had to wait for the Ruby Deluxe though as she said they were on

back order. When I finally got the call that they had a Ruby available, we went to finally resolve this mess. Little

did I know when I arrived to pick up my brand new Ruby deluxe, the manager said she had opened the box to

peak at it. The box was slightly damaged and the Styrofoam was completely cracked. Shipping damage? I’m

not sure, but my brand new Ruby Deluxe was already opened. Despite that, I was excited to end my over 8

months of nightmares and begin fresh on chapter 2. I was glad to have a new machine and a different model as

I thought maybe that would prevent the same issues I had with a used Diamond Deluxe. I was sad to get it

home and on my very first project discover that it, too, had issues… I have owned it since mid-July, it has only 5

hours on the machine, and already needs to be returned for repairs again a 2nd time. I will tell you my story in

chronological form from here so you can see the details, the costs, and understand just how hard I have tried at

resolving this:

11/05/2013 On my birthday, my husband purchased and “almost new” Designer Diamond Deluxe from the

manager, Debra Wilson, at the Viking Sewing Gallery in Fairlawn, Ohio as a gift to me as a fulfillment of my

dreams. I was excited for all the possibilities the machine possessed. I had called just prior to driving out there

to see if they had any used DDD available and prices (it’s a long and expensive drive for us), she promised she’d

make my trip worth-while but couldn’t quote a price over the phone. She said she did have the floor-model

available to purchase however, so please come in. We arrived approximately 1 hour later in hopes to buy the

floor-model. When we arrived, she informed me that she failed to pack up the floor model for me, but she had

one that was even better, and “almost new” one that had barely been used. She said they just got it back (I

incorrectly assumed from being maintenanced or refurbished in some form), that the previous owner was a

Page 6 of 20

sweet lady who only owned it for 2 months but got carpal tunnel really bad and had surgery for that and no

longer was able to use the machine, so she brought it back. She said it hardly had been touched, that the hours

the machine had been used were really low. She said I could buy it for $5999 plus tax, financed at 0% for 48

months at $134 per month, and she’d include the software I asked about on the phone with it along with the

luggage for the machine and embroidery unit, and that I could pick out 1 accessory dream item like a hoop.

Sounded like a good deal, so we agreed. She went to get the software after that and realized she was out of the

exact software she had promised me, so instead she decided to give me the next level up of the software (5d

extra) but take away the dream accessory item to make up the difference. We agreed to that and bought on the

spot.

I took it home, read through the manuals a few times as I am a perfectionist and wanted to follow the book,

installed the software on my computer, and in a few days I turned the machine on for the first time. I’m not

new to embroidery, I own a Brother machine, but it can only embroider up to 4x4 inches, so I was eager to use

my new machine with bigger capabilities. Right out of the box, it ruined the fabric I began to stitch on! In

sewing mode, it began to spit out small gobs of greasy greenish fuzzy stuff, the black grease ruined my fabric. I

called the store, they said bring it in. I had run it 1 time and owned it less than a week and already it was

ruining fabric- bad omen. I probably should have returned it then. I tried to embroider something and it pulled

the bobbin thread to the top. Not a good start, but I assumed the bobbin thread on top was perhaps something

I wasn’t doing right. So instead of assuming machine error, I simply asked questions about the tension when I

dropped the machine off. I also questioned how noisy the unit was, especially the embroidery arm.

Cost: $6403.93 for machine, $12.16 gas, stabilizers & fabrics destroyed, time

11/11/2013 I owned it LESS THAN A WEEK! Dropped off the machine for repairs. They noted the oil/grease

issue and noises as well as a notch in the “flange” of the embroidery unit that I questioned if that was okay or

not, and sent it for repairs. I asked about the bobbin thread on top, they suggested changing the stabilizer, or

doubling the stabilizer, or maybe even buying an additional thread stand for the thread to sit on, they claimed

the thread spool holder on the machine was too close to the thread guides and so the way it was built causes

problems, so they suggested I buy an additional accessory to fix this problem. Otherwise, they were sorry for

the oil as that shouldn’t have happened, but blamed the rest on user error.

Cost: $12.16 in gas, time

11/17/2013 Picked-up the machine. Also purchased more stabilizers and thread. Went home and put it to use.

Cost: $12.16 in gas, $33.53 stabilizers & thread, time

11/24/2013 came back for more needles and thread since the machine was breaking a lot of those, I assumed

possible user error as I was still getting used to this machine (though I was not new to embroidery as I own a

Brother machine that I have zero problems like this with, but wanted to upgrade to the DDD mainly for the hoop

sizes).

Cost: $12.16 in gas, $12.21 needles & thread, time and all the ruined fabrics/stabilizers/threads I had used

already tbd

12/8/2013 I had some rewards money to spend, and wanted some more hoop sizes for the machine, so I came

back in. I brought in a sample of my work to show them the issues I was having so they could help me trouble

shoot. It was a scarf I made for my son, and it had lots of bobbin thread showing on top! They said I needed

Page 7 of 20

heavier stabilizer, maybe even sticky stabilizer, and admitted that the bobbin thread just sometimes does that.

They told me just cover it up with permanent markers. I didn’t really like that answer, but I went home with

that thought and bought fabric markers to help fix errors so I wouldn’t have to throw away all the mistakes.

They looked terrible with marker! Not a real solution obviously, but I gave it a try.

Cost: $12.16 in gas, $190.40 in machine hoops and templates, time, cost of fabric markers, and all the ruined

fabrics/stabilizers/threads I had used already tbd

12/22/2013 Came back for more thread, bobbins, and needles, as again I was going through a lot of those trying

to figure out what was going wrong with the machine, bobbin thread continued to come up to the top, thread

breaks often very often, needles broke often. Occasionally it would work fine, but usually not. I had begun to

do extensive research online and reach out to other HV machine owners via facebook and yahoo groups to see if

they had any knowledge that would help. I discovered several other owners were having similar tension issues,

though some had the opposite, with their tension being too loose. They were concluding that perhaps the

recent firmware update to the machines caused all of our issues. No one had a solution. I told Debra about the

online users I had found and that several of us were experiencing this issue, thought maybe it was firmware

related, but that no one knew of a fix. I wondered if she had heard anything, which she hadn’t but said she’d

check on it with the techs.

Cost: $12.16 in gas, $48.35 in bobbins, threads, and needles, time, and cost of all the ruined

fabrics/stabilizers/threads I had used already trying to trial & error to find a cause and solution to my issue tbd

1/15/2014 I began to reach out to the Husqvarna Viking official Facebook pages to inquire about firmware

updates and tension issues. They said there was no problems in the recent firmware update. Advised using the

Q foot (which is all I had ever used). By this time, the Yahoo group for the HV Designer Gems owners had begun

compiling a database of all the users experiencing tension issues as there were several of us, but again my

tension issue seemed to be the reverse of what the others were experiencing. They were going to submit the

list of our issues to corporate.

1/19/2014 I bought a foot

Cost: $26.63

2/22/2014 Dropped off the machine for repairs again: I told Debra that we were still experiencing this issue,

worse than ever, and she said to bring it in so they could verify I was threading it correctly as they were sure it

was just user error. I was hoping that was true as I just wanted to be able to use it and if it was user error, that

meant I could fix this issue and move on. We dropped it off for repairs. They had me set it up and show them

what I was doing to prove it wasn’t user error, they confirmed I was in fact threading and setting up the machine

correctly. I left a note for the tech to read with the machine explaining how the machine was behaving and

what I believed might be the problem.

Cost: $12.16 gas, time

3/9/2014 picked up the machine. The tech (Dave) sent me a note back telling me to make sure I use Q foot with

Q settings (which I have always done), make sure it’s set to Thread Portioning mode and make sure I use the

right size spool cap. Cecilia blamed me for adjusting the tension settings on the screen (which is something

every sewist adjusts when needed. I have NEVER adjusted the bobbin tension, which is better for the techs to

do, however adjusting the top tension via the touch screen settings is something that in no way should cause

Page 8 of 20

issues. It is reasonable to be able to use those settings to adjust tension to a desired effect. To my dismay,

however, adjusting the setting on this machine does not affect the stitch out at all…. It has the same problem no

matter which setting is chosen, which I tried to explain to her. Anyways, they told me to not touch any of the

tension settings, so I haven’t touched those since this repair. …. Little did we know the problem would still

persist. You can’t fix an amputation with a band-aid! Instead of taking responsibility, they are STILL blaming

user-error. I was frustrated at that, but brought home the machine in hopes that it was once and for all fixed.

Cost: $12.16 gas, time

3/22/2014 We continued to experience problems, they still said it was user error and lectured me on touching the tension settings on the screen again (even though I had not touched them since the last time), but the manager, Debra, said to bring in the machine. We came in and sat down for a few hours. I wanted Debra to stitch on it so we could see if she encountered the same issues that I did… and she did. Debra attempted to stitch on it while Sandy took notes of every thread break and bobbin stitch on top, etc. On average, it broke thread about every 10 seconds, even if she set the tension to 0, the thread had strong tension and she could tell that something was definitely wrong with the machine. She felt perhaps it was something in the area of the check-spring (which is where I thought might be the issue too, though I was not sure). She was very apologetic and said she’d do her best to fix it. At last I had hope that maybe they would see it wasn’t user error but faulty machine for once. After 5 months of nothing but ruined projects, it felt good to finally prove that even with their expertise the machine was behaving terribly. Their apology meant a lot to me as I take pride in my learning and had spent considerable time just trying to prove it wasn’t user error, not to mention considerable money spent on all the ruined projects.

Cost: $12.16 in gas, time, frustration, and my continued losses of fabric/stabilizers/threads/needles as it ruined projects tbd…

4/5/2014 We were told it was fixed, that they had run several samples on it and it was working. I told them run some more- the problem was intermittent and I had little confidence that it was fixed without replacing any parts on the machine, as to date, all the fixes were merely tension adjustments that didn’t last. We came in and sat down for several hours. At this point, the only people to touch the machine was the tech who “fixed” it and the manager, so I had not laid a finger on the machine. When we arrived she had the machine out and getting it set up. She showed me some sample embroideries from the tech that looked nice, seemed promising, but I didn’t want to leave like all the past times it had been fixed and discover an hour later that it was still broke, because arranging travel back to the store is problematic for me since I do not drive. I sat down and watched as Debra set up the machine from start to finish, and without completing 1 entire design, the problem came back with lots of bobbin thread on top. No one had adjusted tension settings. We used the materials Debra had on hand, her Robinson-Anton threads, her stabilizers…. Everything a “pro” would use…. And yet this newly “fixed” machine was not fixed after all. I told Debra we wanted a new machine. She said she wanted to try one more thing first, sending it out of state to a better tech in Michigan. The tech was supposed to be the best around. She said if it came back and had problems again, then we’d discuss getting a new machine then, that I wouldn’t have to keep this one. We reluctantly agreed and left the machine with her to send out again. She sent us home with a new Ruby Deluxe on loan, which stitched perfectly every time I ran it at home. I had NO problems on the Ruby Deluxe loaner whatsoever, despite using my own threads, stabilizers, fabrics… it was a dream to stitch on, just sad that it didn’t have all the Diamond features. I was reluctant to give it back since it worked so well, though I really preferred the Diamond features (if they ever worked).

Page 9 of 20

Cost: $12.16 in gas, also bought more bobbin thread and stabilizers to replace what I’d lost ($13.26). She did grant me a small discount on my purchase.

4/19/2014 Picked up the machine, spent time running it at the store. Samples from the tech were nice. Stitched great at the store. The machine even sounded quieter/different than before. It looked promising. I was gaining some hope!

Cost: $12.16 in gas, bought more needles and stabilizers to replenish what had been used $45.75.

5/18/2014 Chose to visit the store and buy a new foot since I had a little rewards money.

Cost: foot $19.17

June End of school year activities made my schedule busy with my son’s class, so I was unable to really use the machine for a couple months until end of May, as much as I wanted to do so! He has special needs (autism and hearing impairment), and sometimes requires more of my time involvement than usual. Unfortunately when I finally did get a chance, I was able to complete one project only as the bobbin thread began to show up on top again. This was an in-the-hoop zipper pouch, heavily stabilized, multi-layers of cotton fabric with low-loft batting in between… I had not adjusted any tension settings whatsoever, was using all the tips they gave me before… and towards the end of the project I could hear the loudness of the machine returning with small sections of bobbin thread on top. I finished the project and took photos, I then stitched a different design, where lots of bobbin thread came to the top. I did that one on double layers of stabilizer. I did the exact same design using my Brother machine that I paid less than $300 for, using the exact same materials and threads but only 1 layer of stabilizer and it stitched perfectly on my Brother machine. I took photos. By 6/16 I had contacted HV with photos…. A new manager, Mary, has taken over the store. She initially wanted me to bring in the machine as she thinks she knows more than the techs and previous manager and could likely fix it for me, she also thought I didn’t use enough stabilizer (it was heavy tear away, in 2 layers of it). I informed her we’ve already been down this road and I was not interested in a fix, that last time we had it in, Debra had discussed with us that the next time we would get a new machine. We had not discussed details of the machine, just that we would not have to keep our existing machine. I told her I was not willing to keep this lemon.

Debra was supposed to call me Saturday, June 28th as she was checking into the options of either finding a refurbished machine or upgrading to a Royale (she wasn’t sure if she could get me a discount on the Royale or credit me for more than half the cost of my machine towards an upgrade- which I found unacceptable honestly). However, she failed to call me to follow up that day and truly I feel like a discount to go further into debt with no consideration for all my other losses was not really a fair solution at all.

07/03/2014 I had contacted GE Capital Bank and started a dispute on the transaction for failure of services which Husqvarna Viking received by 07/03/2014.

By July 5th, I had owned it the Diamond Deluxe for 8 months, and not been offered a solution that even began to make up for all we had been through. It had been in the shop for repairs 52 days cumulative (22% of the time I owned it), I had only twice been offered a loaner machine, and one was a Topaz 20, the other a Ruby Deluxe. I didn’t try the Topaz before I had gotten my Diamond back, but I did use the loaner Ruby Deluxe and I had zero issues with all the projects I did on it. I put about 15 hours or so on that machine, flawlessly. Otherwise, I guarantee I had no less than 90% of my projects ruined by my DDD, which I estimate at 99% of downtown. Spending considerable amounts of time (travel and sitting at the store working with employees to prove it

Page 10 of 20

wasn’t user error), I was only ever offered Band-Aid fixes like coloring in the bobbing thread with permanent marker or buying additional accessories like thread stands or doubling up on heavy stabilizers (none of which worked). We’ve spent considerable gas money and wear and tear on the car that I can’t even calculate precisely and gone through lots of expenses in stabilizers, ruined fabrics, threads, and broken needles. I have receipts for all of that. And how do I begin to put a cost on my lost time and stress? After many calls to Debra and Mary, many trips to the store for repairs and replenishing of supplies that it ate up, and finally having to resort to filing a credit dispute through the finance company, they finally began to work with me on a resolution regarding my DDD which I was still faithfully paying $134 a month towards.

Initially the “best” offer Debra could grant me was that she called and said she got another used machine (not refurbished), and would finally grant me 1 more year of warranty on it. While it has to be an improvement over this lemon I currently have, I am too skeptical of it given my first experience. I wasn’t sure whether to blame the fact that it was used or a Diamond on why this machine had so many issues, but it seemed clear that no one was capable of fixed a used Diamond here. So, I told her I was not willing to go down this same path again with a used machine, that I would like a fully refurbished machine with full warranty for at least a year as the minimum offer I will consider regarding a machine exchange, in addition to that I would like compensated in some form for all my losses in both time and finances/materials used. I feel this is owed to me after having to fight over this for so long and hearing so many times over that it was user error, when I have proven now that it was never that. If a fully refurbished and warrantied Designer Diamond Deluxe combined with additional compensations which can be negotiated are not able to be provided in a very timely manner, then I wanted considered for an upgrade to a new and fully warrantied Designer Diamond Royale, considering the upgrade enough to compensate for all my other losses, or if that couldn’t be accommodated, a full refund of my purchase price plus taxes for both the machine and accessories/stabilizers/threads/needles that have been purchased at the Viking store, and I preferred a new machine in my hands no later than July 6th, 2014 as I had waited long enough for a resolution and spent thousands in their store. I was truly hoping someone could make this right, but no one seemed to have authority to do just that.

After I turned down the initial offer of another used Diamond Deluxe (not refurbished), Debra wasn’t sure she could offer anything else. She eventually called me and said I can upgrade to a Diamond Royale for an additional $2500, or I could downgrade to a new Ruby Deluxe but that she couldn’t give me the open box price she had mentioned to me the day before (which was an additional $500), she instead would have to charge me MSRP of $6499 plus tax, which I noted was more than what a new customer was paying currently for the same machine as they were currently on sale with 60 month financing no less! After all I had been through the past 8 months, the only thing they could offer a loyal customer who was sold a lemon was to have me pay more money to upgrade or more money to downgrade. No matter which option I chose, I would have to pay more money!!! Wow! Debra was also upset to find out that the new manager had contacted me the day before (she had called to make sure I had been contacted). This made me wonder if there was commission or some type of sales competition between the two managers, though I had no knowledge of such. In any case, both options offered only seemed to benefit the pockets of Husqvarna Viking further, nothing taking into consideration the expenses I have lost over the past 8 months. I called the consumer affairs line and basically they told me didn’t seem to care and told me I have to deal with my local store as they don’t have authority to help me. I told them I was unwilling to take on additional debt just resolve an issue that was not my fault to begin with, that I had paid faithfully my end of the contract for 8 months and they had not given me a machine with the capabilities I paid for yet, which is not a solution at all! At that point, I decided all I wanted was a refund because I had lost all hope in the company to be honest. I admit, I threatened at this point to contact the Better Business Bureau, local news channels, anyone that needed to hear… because I could not recommend this company, which is a shame because I really liked the machines (when they work), but customer care I have found to be severely lacking and the warranty seems useless if they never manage to fix the issue. All I wanted was a working

Page 11 of 20

machine to fulfill a dream, but instead it’s been a nightmare. I just wanted it all to end to be honest… I could not believe how this journey was turning out.

07/08/2014 RESOLUTION for DDD: Debra called. We were finally told that Viking would accommodate our

request to refund the DDD and exchange it for a brand new Designer Ruby Deluxe with full warranty according

to the current sale price that had been published (not the MSRP she tried to get me to pay) of $4999.99 so long

as I brought an additional trade-in machine. I wanted to buy it under the same terms as any other new

customer. The advertisement said financing at 0% for 60 months also. I was happy with that, glad to start a new

chapter at least. I was clear I wanted a total refund on the DDD, and wanted it a separate purchase like starting

over brand new like any other customer that walked into the store that day, as she had told me once before she

could exchange it down to a Ruby Deluxe but only at the MSRP. I wasn’t agreeing to that. She finally got the

okay to do as we discussed here. Due to the balance of debt/limit ratio on the card, she said she had to show it

differently on paper so that it would go through on the card. Ruby Deluxes were back-ordered she said and

wasn’t sure how long it would take to get a new one. But as long as I brought a trade-in machine to go along

with the returned DDD she could give me the Ruby Deluxe at the same sales price as everyone else. No

problem, I had a Brother machine I could give her to satisfy that sales requirement! Finally a light at the end of

the tunnel!

07/14/2014 Debra called me and told me a new machine should arrive that week.

07/15/2014 I am told the machine arrived at the store.

07/16/2014 We picked up our brand new Designer Ruby Deluxe. It was already opened when we got there.

The box was slightly damaged outside and Styrofoam was cracked completely down the middle, but she insisted

it was brand new machine still in the plastic and that she had only opened the box to peek at it. She had not had

it out of the box. She had all the paperwork already printed out for it and ready for us to sign, including a

resolution letter for GE Capital Bank. I special ordered and paid for a Crown Hoop since the DRD doesn’t include

one as the DDD had and I had to give that hoop back with the DDD. They also requested I give back the luggage

I had for the embroidery arm since it was a gift that came with the Diamond and wouldn’t fit the Ruby

embroidery unit anyways. I was not offered one that fit the Ruby as a gift.

Cost: 4999.00 plus tax for Designer Ruby Deluxe, $12.16 in gas

$192.80 additional-- bought feet, extra magnets for my metal hoop, needles, and crown hoop since it wasn’t

included in a Ruby Deluxe package.

On 7/16/2014 They refunded my DDD ($5999.00 plus tax) to my GE Capital Card, and charged me for a DRD at

the current promotional pricing of $4999.00 plus tax and any trade-in machine (I brought in a brother sewing

machine). Total credit back to my card was $1067.50. When she rang it up, I noted that the receipt said it was

only 48 months financing at 0% (as the ad when I agreed to this deal said 60 months), but she said with the

“equity” I had on the card from all my previous payments towards the diamond, it would probably be okay to

leave it at 48 months. Weary from fighting for the last 8 months, I said okay. I was skeptical of this new

machine since the box had been opened before we got there and Styrofoam was cracked, but I gave her the

benefit of the doubt and was excited to start a new chapter in my life. Surely a brand new machine would not

have the issues like a used DDD! I was eager to create everything I hadn’t been able to do the past 8 months,

and I wanted to use this machine to create small videos for my YouTube channel to show off the features and

Page 12 of 20

help teach people new to embroidery machines how to learn the basics. I couldn’t wait to get it home and begin

anew.

07/23/2014 I had made my first project by this date and sent a text to Debra’s cell phone with a video link and

photos showing that the Ruby Deluxe was already having issues. I wish I had done a test stitch out at the store

the day I picked it up, but I figured a new machine should be fine. I have resorted to texting Debra because she

is no longer at the store in Fairlawn most days, she is working at another store now too and since I don’t know

her schedule, texting her was the only way I could get in touch for sure. I had only made 1 project and owned it

less than a week and it was already having issues! It was not keeping consistent tension, satin stitches were very

irregular on the back, often jagged looking, definitely not following anything near a 1/3 border rule for good

tension. It was shaving the titanium coating off of the needles, making a “chirp chirp” sound every time the

needle went below the stitch plate, and it was starting to smell like metal on metal heating up- a definite fire

hazard if I continued to use it. The thread cutter was also missing many of the cuts it attempted. Here are

photos of the needle shaven off and of the backside of my first project. All the yellow flower petals, the big blue

“roof” on the birdhouse and the lettering are satin stitches. It was clearly having problems with keeping tension

regulated and looked much like the same problem my previous DDD had on the backside and definitely not

keeping the 1/3rd rule that is supposed to show ideal tension for a satin stitch. I was concerned deeply, but the

most frightening was the needle being shaved off and hot smell it was creating. This was a thin wall quilt design I

was creating. It had 3 thread breaks during the embroidery (about 40k stitches) and 1 thread break while

sewing the edge binding, which was a huge improvement over the DDD, but still not ideal. It was clear I was

going to have to bring it back already for repairs—not exactly the way I hoped to start the next chapter with

Husqvarna Viking Fairlawn. Please see the pictures below that illustrate the issues my new Ruby Deluxe was

having the very first time I used it, first week of owning it:

Page 13 of 20

Note especially the angled “roof” on the bird house and how irregular the satin stitching is.

07/25/2014 Debra called, said to bring the machine back and they would send it to corporate to repair and that

they were going to loan me a Designer Diamond Royale while it was gone. I told them I didn’t believe it was

possible to get 2 lemons in a row and that I was sorry to have to bother them for this, but it was obviously not

user error. By this time, I had also made friends with other users online, one of them helps teach at a Viking

Page 14 of 20

store in Arizona. So I reached out for help. I was desperate. I really wanted if it was some simple user error to

be able to fix it and enjoy my machine forever. Her name was Cindy. She spent much time with me on the

phone and watching my video attempts and such and basically giving me the new owner’s classes long distance.

I was grateful for this, truly, as I was not offered classes with my DDD due to the busy season for sales from

November through January. She asked me lots of questions and walked through everything I knew and didn’t

know… and ultimately came to the same conclusion. This is not user error. She did recommend getting a thread

stand, however, so I agreed to do that. Disheartened at having to return my machine after only owning it a

week though, I began to pack it up and tried to stay positive. I told myself “maybe it just got damaged in

shipping! Surely sending it to corporate will fix everything.” I wrote a letter up explaining the issues it was

having, included a link to the video I made, and prepared to bring it back. The machine had only 1 hour 57

minutes on the clock total so far… and already going back for repairs.

07/27/2014 We dropped off machine for repair, picked up loaner DDR. Bought stabilizer

Cost: $11.69 stabilizer, $12.16 gas.

08/07/2014 I texted Debra in response to a voicemail she left me saying that my machine was fixed. I told her

we would pick up the machine on Sunday. She said they adjusted needle bar and checked tensions she didn’t

even know machines had.

08/10/14 We came to pick the Ruby Deluxe up after repairs. We stayed for a few hours and did an embroidery

test out as corporate had only tested sewing from what I could tell. The chirping noise and needle being shaved

off was apparently fixed! Tension looked passable, not perfect, but I was trying not to be too picky. I had to pick

my son up at the sitters, so we tried not to stay too long, but initial testing seemed okay. Time would tell. I

bought a Mega Spool Stand to assist with correcting tension issues as suggested just in case, and got some

needles, stabilizers, and tweezers to replenish my supply.

Cost: $82.07 spool stand, needles, stabilizers, tweezers. $12.16 gas.

08/19/2014 I tried to reach out to the Husqvarna Viking Facebook team. I was trying to stitch a design I had

digitized myself, but the backside tie-offs looked like rats nests! I wanted to discern if I had done something

wrong in the digitizing or find out if it was the machine. I truly couldn’t believe that it would be the machine as

it wasn’t that messy before I had it sent to corporate for fixing. This was a new issue. Even my old DDD didn’t

look so horrible on the tie-offs. I had a couple friends stitch out my design on their machine, theirs looked

better than mine. I then stitched it out on my Brother 900d, and it came out flawless. I couldn’t believe my luck.

It’s not possible that a brand new machine with under 5 hours on it could be needing repaired a 2nd time. Just

not possible! I was hoping the Facebook team could tell me something I was doing wrong. They told me to try

a design that came on the machine. I stitched it out several times at different thread portioning levels as they

requested, and they all looked bad on the back side to me and the tension still looked a tad irregular on the back

side. It was a little hard to see the tension because the satin areas on the design were a tad on the small side,

but still didn’t look quite right, but the tie-offs/mess on the back of loose ribbons and knots worried me. In any

case, Viking’s Facebook team suggested that they thought it looked like the thread cutter needed adjusted

more. This was very frustrating to hear because I had requested that and the tension to be fixed the 1st time I

took it in for repairs! It was all in the letter that I had sent with my machine to corporate! I questioned why

couldn’t they get it all fixed the first time? Ready to give up, Cindy came along and tried to encourage me not to

give up just yet. She suggested trying to run the design with jump stitches turned off. While I feel like that

shouldn’t have to be done on a machine in this price range, I was willing to give it a try. I truly did only want a

Page 15 of 20

machine that worked, a dream to fulfill. It was feeling like a hopeless dream, but she tried to keep me from

giving up entirely. I agreed to give it one more try as she suggested. Meanwhile I kept in contact with Viking’s

Facebook team. At this point, I started to feel like all Husqvarna Viking machines must be lemons right out of

the box and I know several other people who have had issues with theirs too. My confidence was dying fast.

The Facebook team responded the following:

“Melissa, we certainly feel your frustration. We understand the time this has consumed. The first machine was

not brand new, correct? It was a used machine so we always need to consider those things. There is only so

much we can do to a used machine to ensure that it is ready for a new home. With the replacement DRD these

problems are not the norm. We have had get success with these machines and people love her. We are

confident that once we get these little things worked out that you will be too. Before taking it home, please see

about using the machine right there in the store to ensure it is working correctly for you.”

This told me that no one is capable of fixing a used machine, there’s only so much support they can give with

those… and that once again I would have to take my brand new machine back to Fairlawn again to fix issues that

were supposed to be fixed the first time around by a team that apparently isn’t capable of fixing machine issues.

What’s the difference between fixing a used machine or a new one? What use is a warranty if the machine can’t

be fixed? I am beyond distraught. Tired. Upset. I am more frustrated than I have words for honestly. So I

didn’t touch my machine for a few days. I thought I’d give it a rest and me a time to cool down.

Here are photos of the frog design I digitized (backside), and the design from the machine that the Facebook

team had me do testing with:

Page 16 of 20

Page 17 of 20

08/22/2014 I texted Debra. I told her that GE Capital

did not adjust my payment schedule or amounts, that it

was still at the $134 a month on the previous Diamond

plan I had been paying on for the last year, not the new

0% for 48 months like the receipt said and was

discussed when I got the Ruby. I had called GE capital

and they said they needed the store to call in with

some kind of promotional code to be able to fix that.

Payments should be approximately $92 a month for 48

months now. She said she’d check on it Wednesday

when she was at the store. I have it set to automatic

payments so it is still pulling out $134 a month! I said

that would be fine if she could take care of it then.

08/28/2014 I decided to try one more time. I set up my machine, loaded the design, and hit start. I was going to try it without jump stitches turned on as Cindy had suggested. I feel like I paid for a feature and the Ruby Deluxe brochure claims it stitches as nice on the back as on the front, but it was obvious that my machine did not live up to that claim. Still, I would try it with that feature turned off, because with that feature turned on there was no way I could clean up that back side. It was too messy to even clip with

scissors manually! What happened next shocked me! It began to stitch out the frog and then all of a sudden the machine completely shut down right in the middle of my embroidery. It is on a level surface and plugged into a quality Belkin surge protector. I ran upstairs to get my phone to video record it because this was an entirely new problem for me. By the time I got back to my Ruby Deluxe, it had completely rebooted, turned itself back on and was asking me to calibrate the embroidery unit. I did what it asked, got it set up to start again, this time recording as I went, and again, right after starting to stitch, it shut down and rebooted on me again. All I could do after that was cry. My dream was truly shattered. This machine has major issues, slightly different ones than my DDD had, but still has issues. I uploaded my video and shared it with Cindy and a couple other friends. I am

beside myself. Please see the video here: http://youtu.be/c_r9t3DKCmU After that I finally decided to text Debra again asking if she was able to straighten out the payment issue on

Wednesday, and that I had been contacting Husqvarna Viking’s Facebook team and sending pictures of the tests

they’d asked me for and they determined the machine still needed adjustments. I told her I was very

disheartened and that I couldn’t afford to keep doing this and wasting more materials and trips to the store for

repairs again, let alone my family time. That I was contemplating which direction I needed to take regarding this

experience. I have not gotten a response from that.

09/04/2014 I called GE Capital Bank (now called Synchrony Bank) and checked to see if my account had been

fixed. They had not gotten a call from the Viking store to fix it. So then I called the Viking store and talked with

Mary for almost an hour. I told her how the machine is behaving and discussed the issue on the financing I was

experiencing that Debra said she would check into for me. Mary said she didn’t think it was possible to fix that

as with any upgrades or trade-ins they don’t change the old financing. I explained that was not what Debra and I

Page 18 of 20

had agreed upon so I’d appreciate if she could take care of it. She said she would ask someone about it and get

back with me. As for the machine issues, she tried to tell me she still has my old DDD and maybe I could take

that back for an exchange. I politely informed her I was in no way ever interested in doing that again, and that I

wasn’t sure what path we needed to take at this point as now it has been 10 months since making my initial

purchase at the Viking Gallery store and I still to this date have not had a working machine, but instead have

incurred hundreds of extra dollars in costs to gas, time, ruined materials, stabilizers, threads and needles that I

have no way to recover and that represent a very significant loss for our income level. I am definitely not

interested in taking back my old DDD no matter what magic fix had finally been performed on it, and I wasn’t

sure what our next path needed to be yet as my husband and I were both thinking through it this time since he

is the one who is paying for it. She tried to convince me that she probably knows more than the techs and

would like to look at the machine and try and fix it. I told her I appreciate that, but I’m not going down the same

path we’ve been on the last 10 months of repeatedly dragging a lemon back to the store for fixing, no matter

who is fixing it. I told her I didn’t want to keep my current machine however, that I did know that. She said she

didn’t think she could get me another new Ruby Deluxe because they were being replaced with Ruby Royales

now. I asked her to start looking for one just in case and that I would let her know our decision in a few days.

She agreed to look into the financing for me and call me back in a couple days. I also told her I would send a link

to the video to the store email address so she could see the most recent thing it’s doing.

09/11/2014 I sent a formal email for resolution to the Fairlawn Viking store addressed to Debra & Mary

(which they have NOT responded to as of 09/21/2014). I reiterated what my brand new machine is behaving

like and that to have to bring it in for repairs a 2nd time with only 5 hours on the machine is just unreasonable

and that we have decided we are unwilling to keep this machine, especially since my used $300 Brother machine

performs better. I offered 3 options for resolution since Mary said she didn’t think she could get a new Ruby

Deluxe for us. I wrote the following, “We would like to exchange this machine for another brand new Designer

Ruby Deluxe, in an unopened, undamaged box. We will open it ourselves at the store and test it before bringing

it home. If you cannot accommodate this, we would like an upgrade at no additional cost to the new Designer

Ruby Royale (we certainly feel we have earned this for our frustrations), or we would like a full refund of

everything we have paid in full in the past year to the Husqvarna Viking store, including the machine cost, extra

hoops, and extra feet which will be of no use to us without a working machine, and also all the losses we have

incurred to consumable items like thread, needles, and stabilizers for which we have had quite a bit wasted due

to the machines ruining the projects. This would not even begin to cover the hundreds of dollars I have lost in

destroyed fabrics and materials purchased outside of Husqvarna Viking, not to mention all the time and gas

involved to date. I am being more than fair in my request. Please help to resolve this issue to our satisfaction. I

would like to remain a loyal customer, but this will depend on how our issues are resolved.”

And I truly meant that. I would like to remain a loyal customer, I’d prefer to make videos for my YouTube

channel of a machine working beautifully and teach the basics of machine embroidery to others starting out. I’d

like to continue with my digitizing learning. I’d like to be able to fulfill the dream I started 10 (almost 11) months

ago. But so far to date, I have not been given a working machine. I have faithfully made payments, sought out

expertise, done everything ever requested of me by Viking, and been more than patient on this terrible journey

that has cost us so very much. I have not been happy with the machines or the servicing, though I truly long to

be that. I hoped to be an asset to the community of Husqvarna Viking Embroidery machine owners and I even

run a forum online for user to user support. I have a fair amount of social media presence and even do reviews

sometimes for other companies, like Lenovo computers. But I cannot fulfill anything positive without a working

machine, and sadly I’m losing faith that those exist. And now I’m losing faith in the personnel that work for

Page 19 of 20

Husqvarna Viking as no one has even acknowledged the email that I sent them over a week and a half ago. I

have not received a response even stating as much as a simple “We are working towards a solution. We did

receive your email!” Or even an apology that I am going through this again, but instead got scrutiny when I

called the store. They haven’t fixed the financing issues. She never called me back regarding that either. On

September 11th I did have my phone ring from Debra, but before I could answer it, it hung up. No voicemail was

left. So I called her back and left her a voicemail. She has not responded to that. No one seems to even care or

be attempting to resolve this anymore. They have not responded to voicemail or email since my September

11th, 2014 attempt to connect with them. I find this unacceptable and honestly heart-breaking. This is by far the

worst customer experience I have ever had in my life, and for a purchase in this price range and with my

repeated additional purchases at their store, I find it an appalling way to treat a loyal customer. And so, as a

final attempt to get a working machine and give one more chance to help make me a satisfied customer after

these 10 months, I am pleading for someone at corporate with authority to help make this right to consider the

frustrations I have been through, my attempts to work through this, all the costs I have incurred and lost, and

the current lack of response I’m getting locally. Please, I would like a resolution from corporate and I would like

to switch future support and contact to be done through a different store location than Fairlawn. The Hudson

store is about the same distance from me, but I am open to other places. I no longer wish to deal with Fairlawn.

Please help me want to stay a loyal customer to Husqvarna Viking though. I’m pleading for it. As you can see

from the length and details of this letter, I truly am putting for my best effort to work with your company, but if

your company does not extend your best efforts back to me, I may be forced to seek resolution outside of

Husqvarna Viking. I’m trying to avoid that. Below I will list some of the other expenses that were not detailed

above.

$422.04 for in store purchases at Hobby Lobby/Jo-ann’s and other sewing stores for fabric and accessories, a

vast majority totally ruined by bad embroidery.

$TBD Walmart fabric and shirt purchases which were mostly ruined I have not tallied yet but am gathering.

Estimated approximately $100.

$489.88 for online thread purchases and designs that are ruined or no longer able to be used without a working

machine.

$110 for a thread carousel.

Over 30 phone calls on my cell phone.

Gas (listed above at each trip) was calculated at $3.80 per gallon, 3.2 gallons spent per 60 miles round trip at

(18.75 miles per gallon). The trip takes us approximately 45 minutes to drive each way (90 minutes), not

including the hours we spend at the store.

This does not include the amount of time that has been lost due to machine issues which I cannot get back.

I have documentation and receipts for everything if needed, and I have invested just as much emotionally and

intellectually into this as I have financially. I hope you can see what this has meant to me. At the income we live

at, it truly is not possible for me to keep a machine that does not function. We cannot afford to do so even if we

wanted to. We work hard for what we have. And health-wise, I cannot afford the frustration and stress. I got

this machine for the very reason to help me relax and it’s doing the opposite. I’m not trying to be rude, or

mean, but I hope you can understand why I am so very frustrated at the last 10 months of my life dealing with

Husqvarna Viking machine problems. I understand that any company, even the best, can occasionally make a

Page 20 of 20

lemon, but how they handle the situation when a lemon is discovered is truly important and says a lot about the

company. What matters is how they deal with it… and somehow I have gotten 2 of them. Please contact me

and let me know how you plan to help resolve this. I am available by phone or email. I do screen my calls, so

please leave a voicemail and a number to reach you at and I will return the call as soon as possible. I look

forward to hearing from someone at corporate. Please pass this on to someone who can handle my case

effectively. If I don’t hear from someone soon, I will have to seek resolution outside of Husqvarna Viking, but

I’m hoping to avoid that if possible. I will be glad to answer any questions. Please contact me.

Sincerely,

Melissa (& Justin) R.