That's why I always recommend to anyone I hear buying a new machine to buy it from a sewing machine dealer. Wal Mart, Jo Anns & these hotel deals where you can buy refurbished machines don't have the support behind them that you get from your local sewing shop. You don't necessarily have to buy from a quilt shop but sewing machine shops have every price range you can imagine & they are more than willing to help you. But like the others said, try changing the needle, check for threads in the bobbin area, rethread it. If all fails, DON'T GIVE UP. Keep moaning & groaning until you get something done. My first Bernina was a lemon & the shop I bought it from would not stand behind it. I didn't know at the time that if they don't do something for you, go straight to the company. If you don't hear back, write them again or call them. The squeaky wheel gets the oil. But you will get it replaced if you keep it up until you get someone's attention. Good luck