I've had mine for about 2 years. I purchased it used from my dealer. It's my understanding the previous owner returned it due to fininancial problems. I paid an installation fee and they came out, set it up and gave me a basic lesson on maintenance and use. I don't have an opinion on TL service because I've never needed it. I've had a few questions that my dealer has been able to answer. The machine is mechanical (as are most if not all LAs) and requires ongoing maintenance, specifically oiling and cleaning. I clean the bobbin area on each bobbin change, by removing the throat plate. After each quilt I clean the whole frame set up. Wheels, rails etc. While I know that anyone can get a lemon, I've been very happy with mine. It is very un fussy about thread and the tension is very easy to set.