I would contact Brother direct---look it up and there should be a 800 number for you to call---always rememver "the squeeky wheel gets greased"---I have found it very effective to complain firmly to the "peorple" in charge---my dealer will always take my Brother back and fix it till I am satisfied---had to really B-tch at Pfaff one time and got a brand new machine upgraded one step---keep at them---had an adjustor tell me one time there is nothing more effective than an irate houewife