Machine Service Procedure
Please note that the safety of our customers and our staff are our highest priority, so we are constantly adjusting our safety precautions in accordance with the Executive Order. Please note that we have moved to a full NO-CONTACT operation, so we appreciate your patience and kindness while we continue machine service. We will not close our operation unless mandated to do so.
1. Dropping off a machine Our official hours of operation during the pandemic are Tuesday, Thursday, and Saturday from 10 a.m. to 3 p.m. Please use the drive-thru located on the right side of the building - there is a sensor that will let us know when you pull in. Someone will take your information and remove your machine and items from your vehicle. When your machine is checked into our system, you will get an email with the terms and conditions of service, and we'll ask you to reply back with your agreement to our terms before we begin service or repair.
2. Picking up a machine
When your machine is ready, we will send you an email with the details of your machine service and any other important information. You can pick up your machine Tuesday, Thursday, or Saturday from 10 a.m. to 3 p.m. Again, please use the drive-thru located on the right side of our building, the sensor will let us know you are here. We have set up no-contact payment with credit/debit card, we can also accept a check, or we can send you an invoice to pay online before you come. We can also take payment over the phone prior to pickup. In the drive-thru, we will place your machine and paper work in the car for you (fully sanitized).
3. Turnaround time & appointments
Due to the sudden demand for machine service, due to our amazing community making surgical masks for front line workers and hospital personnel, our current turnaround time is roughly 4-5 weeks. We are still accepting appointments, and they are set about 5 weeks out to stay in line with the current queue. If your machine is working but needs service, we suggest you make an appointment but keep using your machine in the meantime. We are working through the queue as quickly as possible, but it is a much slower process given limited hours of operation, sanitizing, safety precautions, and mandates. We thank you for your patience!
4. Cotton Farm pickup & delivery
We will still allow pickup and delivery of machines at The Cotton Farm in Roswell as long as both businesses are able to continue normal operations, though you should expect typical delays. Please contact The Cotton Farm before dropping off or picking up machines.
5. Machine restorations
Please note that restoration of older machines (meaning old, haven't been used in many years, non-working) are moved to our absolute lowest priority, and we will not be accepting treadles or cabinet machines unless it is a currently working machine that you use regularly. We will continue to offer restoration as normal operations resume.
6. Urgency in mask-making
While we support and greatly appreciate the efforts of our community in making surgical masks, caps, and headbands for our front line workers, please note that almost every single customer needs their machine to contribute. We cannot move any machines into a priority status, because they are all a priority.