A Little Bit Of Good Customer Service Goes A Long Way: Kromski vs. Majacraft

(Majacraft: Buyer Beware!)

Lately, I have been dealing with an issue about which I haven’t spoken. It has to do with a negative experience I had with a Majacraft dealer and the aftermath of said experience.

But first, I’d like to say something about a positive experience I had.

Yesterday I met a very professional and kind Kromski dealer. My husband had ordered a Polonaise for me as a surprise gift and the box arrived damaged with a part of the wheel sticking out of a hole (in the box).

I was mortified. Anyone who has waited for wheel to arrive (my husband isn’t good at keeping surprises) will be able to relate to the heartache I felt upon seeing the beat- up box in which held the wheel of my dreams.

Anyhow, my husband called the dealer and she offered to meet with us ASAP and assess the damage and fix the situation.

She gently unpacked the wheel and explained what all the parts were. She also was able to inform us that the injured part of the wheel was the bottom of one leg and that a little oil would hide the nick although she did offer to send the part back for a replacement part.

She also apologized even though she was not at fault and took responsibility for the problem.

She also made it clear that Kromski stood behind their wheels and their dealers and that it was a great company that really cares about its customers.

I agree.

Another thing I liked about Vicky from Spinner’s Cottage is that we were able to talk about other wheels and why we prefer certain wheels over others. She knew about other makes of wheel and thus knew why she prefered Kromski. This means a lot to someone who is confused about which wheel to purchase. Furthermore, it lets customers know that, after trying other wheels, a dealer loved one (or more) brand enough to sell it/ them.

The Kromski company is also very responsive and helpful. I received an email from the company that was both kind and helpful.

Kromski is a small, family- owned company out of Poland. Many of the wheels they make are made using traditional and tried methods and every tree used is hand selected.

Even though they ship their wheels everywhere, they are able to retain an intimate- type relationship with their dealers and customers. The dealers care. The company cares. You- as a customer- matter and you will never feel insignificant when you are dealing with Kromski.

Kromski sets their prices- this minimizes confusion and keeps dealers on the same page. It also protects the customer from price gauging.

In contrast, I recently had a very nasty experience with a Majacraft dealer and a disappointing experience with the Majacraft company.

I knew that I wanted an Aura but still had some questions and reservations. I had tried both an Aura and a Rose at Susan’s Fiber Shop in Wisconsin but, because Susan wasn’t there to answer my questions, I felt the need to do more research before taking the plunge.

After doing some research, I was still confused and so I decided to visit a local dealer. Bad idea.

I told her that I wanted to spin art yarn and needed a wheel for that purpose. She hadn’t heard of Lexi Boegar and didn’t think that the tensioning system of the Aura was any different from that of the Rose. She also told me that the Aura came with the overdrive head and that the jumbo bobbin was the largest bobbin made by Majacraft.

Even worse, she told me that- with the additional purchase of an overdrive head- the Rose and Aura were the same wheel.

Now, I didn’t feel right about this and so I asked her- at least three times- to clarify what she meant by this statement.

Long story short, I went home and tried the Rose. I didn’t like it and decided to do more research. The truth was devastating!

I emailed the dealer- telling her that the Rose was not the Aura and would never be the Aura- even with the overdrive head. I also told her that I didn’t want the Rose.

She blamed my lack of experience for my dislike of the Rose and love of the Aura and offered to help me get used to the Rose.

I sent her another email and a link to the Majacraft website explaining the hybrid tensioning system. She responded by admitting that she had a lot to learn and that she would consider a trade up.

Now, first thing’s first… you don’t blame a customer when you make a mistake. You take responsibility for your mistake, apologize, and fix things.

I agreed to the trade up- hoping to pay a “factory direct” price rather than pay stock price (especially since I wasn’t purchasing the wheel from her stock!). As a result of the way I had been treated, I was hoping not to give her any money for commission. She hadn’t earned it.

Moreover, I was hoping to deal with her as little as possible.

My husband asked about factory- direct pricing and said that he wanted to put the wheel together himself. She told him that she doesn’t offer factory direct and also refused to allow him to put the wheel together himself. She stated that she has to put the wheel together to ensure that it is not damaged (?). She told my husband that that is the only way she does things.

Now this made me mad!

First of all, it is illegal to charge someone for a service he/ she declined and, second of all- as a customer- do I have any say with regards to my $1,500.00 purchase?

I contacted Majacraft- hoping that they would step in and do something about it. No such luck.

While Majacraft was sympathetic and apologized and, in addition, asked for the dealer’s name in order to ensure that she is better educated, they did nothing to fix my situation.

In fact, what I learned (from Majacraft) is that, while they do suggest a retail price for their products, dealers can charge whatever they want. Majacraft does not keep track of what dealers charge.

Moreover, they will not step in should there be an issue between dealer and customer. In other words, they seems to operate on a “buyer beware” system.

During my interaction with Majacraft, I was shocked. The Aura is an expensive wheel- supposedly top of the line- wouldn’t you think that the customer service would be top of the line as well?

My mistake is, obviously, in thinking that high price equals quality products and customer service.

In all fairness, I can understand that Majacraft may not have the necessary resources to oversee all of its foreign dealers. Perhaps Majacraft is too small a company to be able to deal with issues on an individual basis. I get that.

Or, perhaps Majacraft has never had to deal with this kind of issue and, as a result, has no idea what to do?

I also understand that Majacraft puts an enormous amount of trust in their dealers. While this is commendable, allowing dealers to operate carte blanche can be disastrous. It also tips the scale of equity towards the dealers and away from the customers.

However, the truth is that, as Majacraft becomes more popular and accessible to Americans, more issues like mine will occur. I have to wonder if Majacraft understands this and will be able to be in a place at which they can effectively deal with it?

In addition, how difficult would it be to set prices? Obviously, price gouging is going on- which makes individual dealers- as well as Majacraft- look bad.

If Kromski can set prices, why not Majacraft?

How difficult is it to say: “I’m sorry; we stand behind our wheels and are here for our customers; let me help fix this…”

I am not sure if it is a case of not caring or not being able to care. I do feel like Majacraft protects their dealers- however uneducated and/ or awful they may be. It also seems like Majacraft values its dealers over its customers.

While corresponding with Majacraft, I did not get the feeling that I mattered. This was a bitter pill to swallow considering the amount of money I had spent on one of their wheels.

I don’t have my Aura yet. The truth is that I am not sure whether or not I want it. I know that it is wrong to blame a wheel for poor customer service. I almost feel like having an Aura means somehow supporting and recommending Majacraft and, at this point, I can’t- in good conscience- do that.

Majacraft wheels might be the very best in the world; they may treadle like butter and spin as smooth as silk but it seems like the company does not care about its customers and this matters.

The local dealer who sold me the Rose should not be a spinning wheel dealer and any company that allows and enables the kind of poor customer service I received is best avoided.

Dealers represent the companies who make the wheels they sell. In most cases, a dealer is the only contact a customer has with a company. If the dealer is terrible, a customer will assume that the company is terrible. Majacraft would do well to keep this in mind next time a customer receives poor customer service.

In closing, I would recommend that spinners trust their instincts over what a dealer says and/ or over the desire to walk out of a shop with a wheel.

Do plenty of research and know what you are getting into. If purchasing from a company that cares about its customers is important to you, stay away from Majacraft. Until they are able to come to an understanding regarding poor vs. exemplary customer service and, until they are able to value customers, I cannot recommend Majacraft wheels.

If, after reading this, you are still interested in Majacraft, purchase online (factory direct); don’t bother to visit a local dealer. It is my experience that the commission made off of mark- ups will not be worth it.

If you live in NE Ohio and wish to avoid the dealer from whom I bought the Rose, please send me an email and I will send you her name.

Lendrum Love: Lendrum DT Original Review

Purchased from: Susan’s Fiber Shop, WI

About: (Complete Package) Ratios: 6:1, 8:1, 10:1; 5:1, 7:1, 9:1 (plying head); 12:1, 15:1, 17:1 (fast flyer)

Extras: Quill head: (6:1, 25:1, 37:1), Very Fast Flyer Head w/ bobbin: (26:1, 30:1, 36:1, 44:1)

Price: $790.00 (Complete Package price);  $630.00 alone

What can I say: I love my Lendrum!

As someone who was more into traditional- looking wheels, the Lendrum DT was a hard sale for me. However, after spinning for a while, I came to a point at which bang for buck, practicality, and portability became more important than aesthetics.

Lendrums are sturdy wheels made of hard maple. While not the prettiest wheel on the block, it is made with efficiency and purpose in mind. It is, if you will, the “people’s wheel.” It will get you anywhere you need to go- and further.

The Lendrum company is really a small company run by Gord Lendrum. I have heard that Mr. Lendrum has actually spoken directly with customers and is always ready to help should help be needed. Lendrums are not mass- produced and, at times, customers are wait- listed when mass orders are made.

The complete package costs around $790.00 and enables a spinner to spin anything from lace- weight to chunky/ art yarns. It includes sliding hook flyers (which I love) and easy to assemble and change flyers and heads. Should one need more speed, an additional head w/ flyer and bobbin is available that enables a ratio of 44:1. A quill head is also available for additional purchase.

Additional bobbins and accessories are modestly priced- which is another advantage to purchasing a Lendrum.

Lendrums are also very portable; weighing only 14 pounds and folding to a nearly flat position, transport is not only possible- but also easy. Also, being that Lendrums are made of hard (Canadian) maple, they can take a reasonable amount of abuse. Not that I would advise abusing any wheel.

Lendrum Originals lean so that the spinner can look at the how the bobbin is filling while spinning. I am too short to take advantage of this feature but others find it useful. I don’t mind the lean, honestly. I don’t even notice it until someone else mentions it.

The Lendrum is very easy to treadle and is very responsive to stops, starts, speed, etc. It is a wheel that truly becomes an extension of the spinner using it- which makes for a relaxing spin. Spinning on a Lendrum is kind of like spending time with someone who knows you so well that he/ she can anticipate your thoughts before you say anything.

The Complete Package is truly a “more bang for your buck” kind of purchase. There really isn’t anything you can’t spin if you go that route.

The plying head/ flyer is amazing in that it comes with a huge orifice and bobbin. Honestly, I have not yet been able to fill a plying bobbin! Furthermore, I have spun (plied) thick/ thin, coils, supercoils and a wrapped single and nothing has refused to go through the orifice or the sliding hooks on the flyer. I am considering incorporating felt shapes as well as kitsch- type objects in my next ball of yarn and I am confident that anything I wish to use will not be an issue.

The only complaint I have is that using the plying head can be difficult. It is a bit hard to treadle and it is difficult to treadle slow while keeping the wheel moving. After using the normal head/ flyer, using the plying head feels extremely difficult. However, I did get used to it and, eventually, forgot that what I was doing was difficult.

In conclusion, I highly recommend Lendum wheels.

Get Warped! Addendum

Since my purchase of a Nilus LeClerc 45" floor loom, some issues have come to light.

First off, I have noticed that many Nilus LeClerc looms for sale second- hand promote the idea that the 4- shaft model can easily be upgraded to an 8- shaft model. While it may be easy- labor wise- to upgrade from 4 to 8 shafts, it won't be cheap.

Unless the Nilus LeClerc in question comes with "back hinge treddles," one would look at paying around  $2,255.00 to upgrade from 4 shafts to 8 (45" model)- which is silly- because you could buy a new Nilus LeClerc 8 shaft Nilus for $4,280.00.

Now, don't get me wrong, 4 shafts allows for many patterns and options however, when someone is interested in the prospect of being able to upgrade at a latter date, it pays to understand what options one has and what price one will pay for such options.

Second, it is important to make sure that you are buying a "high castle" Nilus, make certain that it is a high castle you truly are purchasing. Another tactic used to sell a used Nilus is the fact that a high castle makes possible the conversion from 4 to 8 shaft.

I mention this because most "high castle" Nilus looms do not have a "high castle." No high castle, no convert. Click here for pictures of a high and not high castle Nilus.

I got my Nilus at a fair price. However, I expected to be able to upgrade from 4 to 8 shafts in the future and am a little upset that I didn't do enough research beforehand in order to learn what my options- due to my budget- really were. Hence, this addendum; I wish someone had told me what I am telling you now.

If you are looking at purchasing a LeClerc loom second- hand and you are a beginner, may I suggest looking into and seriously considering "Dorothy" model prior to deciding upon a Nilus?

While the Dorothy is "small, "with a weaving width of either 15 3/4" or 24," it can pack a bigger punch- sharftwise- than the Nilus and for a large fraction of the price. Instead of $3,000.00 to add 4 additional shafts, you'll only need $283.00 for the 15 3/4" or $361.00 for the 24" model. Really, that's not a bad price for all the creative wiggle- room offered by the addition of 4 more shafts. Being that I have seen a Dorothy with 16 shafts, the artistic possibilities could be endless for a reasonable price.

Another reason I have come to wish that I had bought a Dorothy is that, being a table loom, it is transportable. Thus, I'd have the ability to take a class away from home on my very own loom. Also, since the Dorothy can remain warped while folded, I could- theoretically- take my work with me.

It is so easy to get warped (weaving humor!) up in the supposed power of a huge floor loom but, in the case of the options LeClerc has to offer, financially, the best bang for one's buck seems to be the small Dorothy.

For information and options on/ for the LeClerc Nilus I, click here.

For information and options on/  for the LeClerc Dorothy models, click here for the 24"model  and here for the 15 3/4" model.

Get Warped! 

I thought it might be nice if my very first post was both helpful and  

First off, I am warped. That is, I spent a good half hour warping my inkle loom last night and thus I am warped. 

Second, I'd like to convey that it is entirely possible for you- dear reader- also to be warped; even on a very limited budget. 

I am on a very limited budget; ask my husband. However, that hasn't stopped me from pursuing the fiber arts I so love. 

I am bringing this up in as a result of an online discussion in which I participated the other day. I asked about a used loom and one member felt the need to tell me that there is usually a reason why a loom is on "sale." 

Well, maybe, maybe not. 

In response, the point I just had to make was that I- being a beginner and on a limited budget- needed to buy a loom on sale. I then pointed out that my "used" Ashford Traveler wheel was also on "sale" and it works marvelously. 

The truth is that looms, spinning wheels, drum carders, etc, are not cheap. Many people are simply unable to spend $500.00 on a spinning wheel or $3,000.00 on a decent floor loom. However, that doesn't mean that we must go without. 

Spinning Wheels

First off, check on your local Craigslist. If there is nothing local, try other cities. A good bargain may be worth the drive. 

Check at a local spinning and weaving guild; often their newsletters are published and there are decent deals in the "for sale" section. 

Also, check online; there are several Facebook groups dedicated to used spinning/ fiber equipment. 

While searching, do TONS of research! Learn about the different spinning wheel companies and types of wheels. Think about what type of yarn you'd like to spin as this will determine what type of wheel you should get. Join a guild or an online community that focuses on spinning. 

Most of the time, modern spinning wheels will be in repairable shape and missing parts can easily be found. Some things to pay attention to are: (1) Are all the parts there? This is especially important if the company no longer exists. (2) Is the wheel warped? If it is, it won't spin smoothly and you will hear a "thunk" as the wheel rotates. (3) Is the company still around? Can you get new parts? (4) Has the company made upgrades that aren't compatible with the wheel at which you are looking? Sometimes, if upgrades have been made, a conversion kit can be purchased; sometimes not. 

In general, an antique wheel can be more difficult to repair and work with. For example, in my area, flax wheels are a dime a dozen; they are everywhere! There are always at least 3 on Craigslist at any given time. The main issue with these wheels is that the bobbins are unique to each wheel; they are not interchangeable. So, if a bobbin is warped, it can't be replaced by one from another wheel. While bobbins can be made for older wheels, it is often very expensive to do so- thus turning a bargain wheel into anything but. 

Aside from the missing and/ or damaged parts that may or may not be available, some older wheels are very difficult to use and might frustrate new spinners. I have an old flax wheel that is a beast to use; there is no way I could have learned on it. 

The very best suggestion I can make is that- if possible- buy from a spinner or shop that sells spinning wheels (some sell them used). A spinner/ specialty store will be able to answer any questions you may have and will be able to help you get started. Some good questions to ask are: (1) Why are they getting rid of the wheel; (2) how long have they had it; (3) where did they get it? Ask for a demonstration or ask to use it yourself. You don't have to be an expert spinner; you can simply treadle the wheel and see how it feels. Perhaps the seller would be willing to help you out and/ or teach you the basics. 

If you have done your research, you will know what to look for as far as form and function and thus the chances of making a poor decision on a wheel will be significantly lessened. 

Once you've found a decent, affordable wheel- haggle a bit (unless it has been stated that the price is firm). You'd be surprised at how many sellers are willing to accept less than asking price just to get the wheel out of their hair. Sometimes bartering can work as well. For example, I have often thought about bartering with my angora fiber. Perhaps they won't come down on the price but can throw in a lesson or two? You never know! 

For a very helpful video on purchasing used/ older wheels, click here. 

To learn more about spinning wheels, click here.

Looms

Looms are very, very, very expensive. It is tempting to buy the cheapest possible loom out there just to have a loom; I get that and have been there. 

My advice to any person wanting to purchase a loom is to get the best loom possible for the smallest amount of cash. How? With a little patience, persistence and knowledge. 

Don't buy a loom simply because you can (ie. the price is low). It is tempting to buy an old loom because it is cheap- I know. Don't ask me how I know... I just know. 

Some older looms work great; after all, most looms were built to last. Some older looms, however, may not work so great. In fact, some older looms may not work at all if some- or many- of the parts are missing. And some of these looms may have been made by companies that no longer exist and so getting new parts may be difficult and/ or expensive. 

Newer looms, however, are expensive; there is no getting around it. However, chances are- if you do your research and are careful- you can often purchase a nice, used, newer loom that will actually work. And, if it doesn't work, help is often as close as an email or phone call away. 

Again, check Craigslist, local guilds, online groups, specialty shops, etc. 

I have found that decent, newer looms show up on Craigslist quite often. Sometimes they even show up at a very decent price. The thing is, though, to find a nice, inexpensive loom, one must be patient and diligent. I checked Craigslist every day in order to find a decent, affordable loom.

One also must do research. You must know what certain looms are worth. Check around online to see what used ones typically go for; that way you will know when someone is asking too much. You should acquaint yourself with different types of looms and companies that make them so that you know what you are looking for. You will want to know what you'd like to weave before you can decide what type of loom you need. You will also want to know what extras you must purchase before you can weave. 

When you find a loom, ask questions. Why are they getting rid of it? How long have they had it? Where did they get it? What did they weave on it? Does it come with any shuttles, a warping board, heddles, etc.? 

If you like the loom but the price is too high, haggle (see the spinning wheel section above). Don't spend more than you should- trust me: you will eventually find a loom that is a more reasonable price. 

I got my loom at a very reasonable price. Ironically, the same day I found my loom, I went to look at another one that was priced WAY too high. The woman from whom I bought my loom is a spinner who gave up on weaving while warping. She was all too happy to get the loom and everything loom- related out of her house. 

I am not a particularly lucky person; if I can find a decent loom at a reasonable price, so can you! 

To learn more about looms, click here.