I would be blowing my stack if they were not there when I called to get it fixed. I would keep a record of what is said and when. This way there will be a quick fix with the company and make sure that you tell them that you are on quilting boards and will share the results of your conversations with about 2 thousand quilters on the internet. This usually will light a fire under a bottom. And you might want to ask for a manager when you call into the phaff company. I don't speek with "pee-ons" when it comes to troubles that I am having with equipment. Especially when I am getting the run around.