Reseller Announcement for Hatch Embroidery Customers

Reseller Announcement for Hatch Embroidery Customers

Deer’s Embroidery Legacy will cease to be an Official Hatch Reseller effective 1st July 2024, and as a result will no longer promote, sell or support Hatch Embroidery software from that date. 

We want to assure customers who purchased Hatch Embroidery through Embroidery Legacy, that they will not be disadvantaged in any way.  Hatch Embroidery customers will continue to receive the same level of support directly from Wilcom, and will remain eligible to access Wilcom’s extensive training resources, as well as receive applicable product updates and access to upgrades.

If you have any questions about these changes, please contact our support team here.


Frequently Asked Questions

Q1: Why is this change happening?
A1: The commercial relationship between Wilcom and Embroidery Legacy has ended. Moving forward, our aim is to prioritize the evolving needs of our customers. To achieve this, we are committed to enhancing our post-sale training, support, and educational content, ensuring a more seamless and efficient experience for our users.

Q2: How will this change affect my access to Hatch Embroidery software updates?
A2: There is no change. Your access will remain unaffected and you can continue to access all your Hatch Embroidery updates and related services and products from hatchembroidery.com.

Q3: Will there be any changes to the customer support process?
A3: No. Wilcom remains your primary support channel for Hatch Embroidery software. We are dedicated to enhancing our support services, aiming to make them simpler to access and more effective. Rest assured, you can expect the same excellent experience whenever you reach out for assistance.

Q4: What improvements can I expect in post-purchase training?
A4: We will offer more accessible and effective training programs, empowering you with the knowledge and skills to maximize the potential of your Hatch Embroidery software.

Q5: What about Customers on FlexPay Contracts?
A5: There is no change. You will maintain your regular FlexPay contract payments without interruption.

Q6: What if I want a refund?
A6: Wilcom continues to provide a 30-day moneyback guarantee for Hatch Embroidery software from the date of purchase, irrespective of who you purchased the software from.
 
Q7: Will I still receive my bonuses if I purchased through Embroidery Legacy?
A7: Any bonus incentives offered by Embroidery Legacy are the responsibility of that organisation . If you have any questions about them, please contact Embroidery Legacy.

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