Problem Solved…
The BAi team came to Atlanta, Georgia for a convention the weekend of May 13th, and all of my embroidery machine problems were sorted. I tried so many times to seek assistance from the BAi Embroidery Users group on Facebook, because the members of this group range in experience and time in which they have had their machines. I was curious if anyone else was having the issues I was having, but they kept saying “It’s User Error!”. I was getting help from the BAi team over the phone, but it was difficult, because I would have to stay up all night to speak with them during their working hours and the language barrier made some of the issues even more frustrating and difficult to figure out.
After two months and the machine was still not working just right, the BAi team came to my home for a visit and they even brought their CEO! They personally came during their trip to my home to look at my machine and ensure it was working properly. After an hour and a half of testing and checking various areas, the CEO decided the machine needed to be exchanged. The embroidery head was my first problem, because it was tilted too far forward and constantly hit my hoop against my needle bar. I was sent new arms, but this still didn’t exactly fix the problem. The CEO opened the back of the machine and was able to tilt the head back a bit, which gave the appropriate space for the hoops to move freely below the needle bar.
The second biggest issue I had was the thread was not trimming and I consistently got the “trim not in place” error message on the display screen. The tech (Chris Wang) and the CEO both made several adjustments and changes and determined two issues: a screw inside of the machine was too tight to allow for proper movement and there were about four screws that they needed to fix the issue. This resulted in the machine having to be EXCHANGED!
Y’all! I immediately wanted to go to the group and give the “User Error” commenters a great big piece of my mind! lol So far I’ve said nothing… let me pause to plan my response first. lol Meanwhile, the guys took the machine head off the stand and brought it downstairs to make it easier for me to bring back to the warehouse. Unfortunately, they dropped the machine at the bottom of the stairs and it dented my wood floor [sad face]. Although I was happy to be finally exchanging the machine, it was Mother’s Day after all and I planned to spend the day doing what my mother wanted to do. Mom was a great sport though, because she hopped right in the truck with me and took that ride to the warehouse.
We got the new machine home and this time, it’s staying downstairs. I ran a few tests, adjusted the tension, and this machine BOSS 2.0 is running as smooth as I expected. I’ve finally gotten to make some things I’ve been impatiently waiting to stitch out myself and have even picked up some orders from new customers. I am beyond pleased!
I thank the team at BAi for the excellent customer service in the visit and quick exchange of the machine. I am currently still on the fence about my next machine purchase, but for now…this one is running things just fine. If anyone has questions about my experience, don’t hesitate to leave a comment below or send me an email at customercare@sewbaggedit.com
HAPPY CRAFTING CRAFTERS!
