It does sound like the problem is with the spool of thread. Most machines come with two spindles to accommodate spools of thread that are stacked (vertical feed) or cross wound (horizontal feed that needs to come off the top of the spool). I have a thread stand for cross wound threads. I have to treat polyester thread like cross wound thread and feed off horizontal spindle or some of it slides off the spool and under it and ties onto the spindle until it breaks. Good luck as you pursue the solution to the problem so you can enjoy your new machine without frustration. I know a couple of people who really love their JUKI machines.