I have a 30 year Janome and a new Horizon. I have had nothing but good service and great machines. Everything depends on your service department. Both of my local servicemen are cranky and that is because women don't have patience with them. I try to always be nice to them, just in case. Don't burn any bridges, but don't take any c--p from them either. You do have a warranty. Keep calling Janome. Emails get little in the way of action usually. Inform the store of your dissatisfaction with their vague diagnosis and loss of services for your machine. Ask for a loaner. We have loaners here. Most shops are sensitive to your needs. Janome needs to plumb up theirk service and teach them how to fix and diagnose machines correctly. This is a training issue. But shouldn't be on your nickle.