Oh, I so agree to talk with them. I had a machine serviced, and when it came back it would not embroider properly. I called the repair person, and he told me he adjusted the tension as part of his service,(inside the machine). I could not adjust the tension for it to embroider. He offered to correct the problem. Since I had taken it along to be serviced while I was there for class, I would not be making a trip back. (Like I would want him touching it again). I requested and received all of my money back, and took it to another dealer that corrected the problem while I waited. This dealer still services my machine. Happy ending :)