I would be taking it back to your dealer to but also check this out. I have a Janome and had same problem when it was new. The problem with mine was the thread kept coming out of the arm that goes up and down, Hope you understand my explanation of arm-that silver thing you put the thread through and it goes up and down. Anyhow mine wasnt tight and the thread kept popping out. Just had the tighten that up and now it works fine. Hope you find he answer soon.