I have a Janome and my dealer/repair serviceman is excellent. I would go in WITH my husband and ask what the problem is.......As others said, it's hard to ignore a human standing in front of them. If nothing else, if she says she's having problems, tell her you want a new one in exchange......that MIGHT make her get busy! Think of this when you go in --- you have HIRED her, she is an EMPLOYEE now......make her do her job!!!