My husband took my Brother EX660 apart to clean it inside. He removed all the screws he could find. (He knows what he is doing.) The machine came apart in two halves. The front side was one half and the back side was the other half. He pulled them apart slowly and carefully because the wires run from one side to the other side. So he kept both side close to each other to prevent putting any pull on the wires. I have the SQ9000 also and I would expect the same method to apply to it but he hasn't needed to clean it yet. Does your machine sew? Do you have another machine you can wind your bobbins on? Is your husband or yourself used to taking things apart and putting them back together? I would not try to force pull the bobbin winder stem up. I would let him or you take it apart and see if it is jammed or broken inside. Or you could take it to a dealer for them to check it. My users manual has an 800 number for customer service. I have read on other post that the brother 800 number was very helpful. If you don't have your manual let me know and I will give you the 800 #/Regards, Dorothy