MK Quilts Service Policy
MK Quilts will cover all warranty issues as stated in the Extended MK Quilts Warranty. In general, MK Quilts covers labor costs for much longer than the standard retailer warranty. At times when remote troubleshooting fails, a machine or Pro-Stitcher may need to be swapped out instead of leaving the customer down for an extended period of time. The customer is expected to be able to lift and package the machine or arrange for someone to do so. If you require in-person service, consult your nearest qualified Handi Quilter dealer for cost, availability and experience levels. MK Quilts is willing to contract with local technicians and train when necessary.
The warranty does NOT require that the retailer provide on-site technicians. After the standard 90-day period after installation, most retailers require you to bring the system to them or ship it in for repair. This is an industry challenge for customers as local retailers go out of business, machine owners move, or local resources are simply not available. Utilizing the latest video conferencing and the MK Quilts University platform, MK Quilts will continue to train more people around the country to provide on-site technical services and train willing customers to perform basic technical services on their own machine.
Timing a Machine is NOT covered by the Warranty
A properly timed machine will stay in time unless an "unfortunate incident" occurs. These incidents will occur over the life of the machine. A customer should expect to identify a local resource that can Time their machine. MK Quilts sells the Timing Kit and provides detailed training and remote video support to their machine owners. When a technician is available to go onsite or when you take the machine in to a shop, you should expect to pay for the service.
Required Cleaning and Lubing Service is NOT covered by the Warranty
In general, every machine should 'be serviced' every two years of 15 million stitches. This consists of an inspection, cleaning, and lubrication of the internals. The removal, cleaning, and retiming of the Hook and Basket (H&B) should be done at this time as well. (Regular oiling of the Hook and Basket during bobbin changes is required to avoid damage to the H&B.) The HQ Lube kit should be used. Other lubricants will harm the machine and lead to more wear of parts.
If you do not have a qualified local technician, or wish to do it yourself, MK Quilts offers detailed training and remote video support to customers so they can service their own machines. This requires the purchase of a HQ Lube Kit and the necessary tools to open their machine case. *** There is a high risk of pinching cables and causing harm to your machine.*** Please utilize the training and supervisory resources of MK Quilts when performing these activities. There may be a charge for these services.