My Multi-Needle Snafu

For those of you that have been following so far, you know I purchased a multi-needle embroidery machine. It’s been two and a half weeks that I have had my BAi MIRROR 1501 and I have yet to complete a single project successfully. I knew it would be a learning curve, but I didn’t know it was going to be this long before I was creating my first project. Everything began with the handrails that hold the hoop hitting the needle bar. The team at BAi sent another set of arms that took about four days to get to me. I put them on and the new ones did the same. I was told to push them down below the needle bar. Instead of these handrails being straight and level, they are now at a slope or slant. I made this work for me, but this was the least of my worries apparently.

The next issue came when I tried to embroider an image with more than one color. A notice popped up that said “Trim not in place”. I once again reached out to the BAi team for assistance with fixing it. They walked me through a few steps that seemed to fix the issue; however, the moment I attempted to embroider another design…same issue. The trim knives were not engaging as they should to cut the thread and allow for the machine to function properly.

After several tests were conducted, to include opening two separate mechanical compartments on the rear of the machine, and all seemed to fail the BAi team decided to send a new electrical board. Upon receiving the electrical board, replacing all the components, and conducting the update as instructed, the trimming knives continued to fail. It has now been almost three weeks with this machine and nothing has been made. Order inquiries from friends and family are piling up as my smaller machine cannot handle the size of the jobs being requested.

We have conducted video calls and sent copious videos back and forth to one another trying to fix the issue. The BAi team is doing their best to assist, but with the time difference and the only time we can start troubleshooting is 9:00 PM EST when they begin work, it leaves very little time to troubleshoot as communications are not fluent. The website suggests 24/7 support, but I have yet to experience that level of assistance. I will say that Louisa Chen has been great with communications and sent me a message notifying me that the techs will continue working to assist me, but they are looking at the possibility of needing to process an exchange.

I cannot fully evaluate the quality of the machine, but I can say that the team has been great working with me with the time and geographical differences. Louisa, the sales rep, has been knowledgeable, caring, and efficient. I do NOT want my experience thus far to discourage anyone’s decision from purchasing a BAi machine. I am only here to share MY experience and how I got it resolved. I’m working on a resolution with BAi and I will be sure to let everyone know what happens. Stay tuned and craft on!