Pfaff Customer Service

User Reviews, Ratings and Comments

Pfaff customer service is ranked #794 out of the 946 companies that have a rating with an overall score of 22.60 out of a possible 200 based upon 10 ratings. This score rates Pfaff customer service and customer support as Terrible.


10 Negative Comments out of 10 Total Comments is 100.00%.


0 Positive Comments out of 10 Total Comments is 0.00%.

Issue Resolution




Product Knowledge

Terrible Overall Customer Service Rating

  • Pfaff

    Customer Service Scoreboard

    • 22.60 Overall Rating
      (out of 200 possible)
    • 10 negative comments (100.00%)
    • 0 positive comments (0.00%)
    • 0 employee comments
    • Attribute Ratings
      (out of 10 possible)
    • 1.4 Issue Resolution
    • 1.0 Reachability
    • 1.0 Cancellation
    • 3.9 Friendliness
    • 4.0 Product Knowledge

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Posted by Anonymous

I have a pfaff hobby lock 4860 that I no longer use . Going to sell and would like an idea on what I can charge for it it has minimal time used on it .

Posted by Anonymous

Trying to use hand stitch look on sewing machine stitch 2.1.2 on creative performance
Doesnât look like hand stitch
Using monafilament thread needle
And cotton thread in bobbin
Please help

Posted by boopeep has the absolute WORST customer service. Hold times on the telephone are excessive and when you do finally get a tech, if he has an Indian accent your best bet is to hang up as he's rude and obnoxious. Cant understand how VSM sewing can have anyone like that as the face of the company. After speaking to several friends, they've encountered this same rude individual and will not buy anymore software.

Posted by Linnea

The Pfaff Passport was recommended as a machine that would suit my needs by a seasoned quilting instructor. I emailed the local retailer and was told they would have one in 10 days for me to look at. After 3 weeks, I once again contacted the Pfaff trained retailer and was told it would be the following Monday. Another week passed and after not hearing anything from the retailer I contacted Pfaff Canada advising them of the situation. 5 days later I heard back from them stating that I could not order a Pfaff online and nothing was said to address my problem. I replied how disappointed I was with my local retailer and was shocked by customer services response. I would have to travel approximately 3 hours one way to the next trained Pfaff dealer to look at the machine and of course by this time had missed the Pfaff sale. The response from them, only took 3 days this time, was that since the retailer was independent there was nothing they could do. It seems that part of the Pfaff training includes being rude, untruthful and uncaring to prospective customers.

Posted by [email protected]

Pfaff Creative 4.5
This is my 4th machine in under two years, and now my present one has malfunctioned big time !!! If only these machines were made in Germany still, and not slung together without care in China !!!! Everything that comes out of China is rubbish, as my present machine has proved once again.

Posted by Anonymous

Dealer where I bought my Passport sent my machine to Pfaff 3/3/15. Loaned me a used Pfaff--worked beautifully til thread got knotted up under machine. friend helped me cut it out, from bobbin too and around hook w/tweezers. Then thread would not come up from bobbin-took it back to dealer--her tech. yelled at me in angry tone, accused me of abusing machine & stripping hook part--he showed me machine in pieces but from 6 ft. away--don't trust him--I did not abuse it. Other issues too w/Passport--dealer sent it to Pfaff w/continuing problem that started under warranty, after fact now tells me I must pay for long-distance shipping--never told me before sending--she made decision to send, didn't give me choice. cannot find info to contact Pfaff directly, only 3d party sites. 1 site only said talk to dealer. I don't agree. I say I should not pay. she made decision to buy back my Passport but is keeping money back for shipping I did not agree to & she did not ask me. I have no machine now, since her tech accused me of abuse & damage. Need to finish charity sewing & no machine. She won't tell me where Passport is--stopped communicating. what to do? can't find help. ideas, please--I've been robbed--need machine fast. thanks for help.

Posted by creativeperformance12

My Creative Performance came to a complete stop in less than 2 years of purchase. It seems to be a sensor (which isn't my fault) but I am told that the factory is running 2 months behind in repairs and hasn't even looked at my machine which was sent to them on Nov. 4. Terrible customer service and the jury is still out whether the machine will ever be any good again.

Posted by jesscarter

I had a creative 2124 sewing machine. I am a recreational sewer that loved this machine. I unplugged it after a project (in perfect functioning condition) and when I went to use it a month later the machine ran at full speed without even operating it, you could not stop the needle from running unless you unplugged it! Sent it in to get fixed, both boards were fried. Pfaff claimed this was a very "strange and unusual" problem and since it was out of warranty they would not help me at all, despite the unusual circumstance. I even tried contacting the regional sales manager and he did not call me back. It is terrible customer service to not stand behind a high quality product. I had once given pfaff the highest of all recommendations, I am not purchasing another Pfaff because of the way company would not help me out.

Posted by glenn

I have a Pfaff 7570, I bought it 9 years a go, its always been a wonderful sewing machine, but now I switched it on to find all the lights had come on and it just would not sew, I have to jump through so many hoops to find someone that would repair it, I am disgusted that Pfaff have left its customers down at this point and after parting with thousands of pounds are left with a piece of worthless junk.
The motherboard has gone so I am told and Pfaff have stopped the manufacture of it so I am told it cannot be fixed.

Posted by Anonymous

I called about timing a Pfaff 955 hobbymatic. Absolutely no help.

I need a maintenance manual for this machine.

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