margecam52

I've had my TL18LS (2009) since 2009, and love, love, love my lizzie! Yes, even though I had a different Longarm machine, Lizzie has a learning curve. I had racing when I got lizzie...machine in Lizziestitch mode would hesitate then run fast. I knew it wasn't just me, as it happened even if I moved slowly. Customer service was (still is) wonderful! Isaac called me back at 8 pm my time (I was at bingo) on a Friday night. We set a time for Sat, when I could be at home, with a speaker phone, by my machine. Isaac walked me through some tests, and determined it was a bad control board (poor guy, was being nice..it was a setting on the control board, but he felt it easier to switch the board out...didn't realize I was not afraid to tinker a bit). Got the new board, with Isaac on the phone, replaced and tested...nope, same as the original...so I was asked where the slot for the screwdriver was on a little white plastic screw on the board...9/3 o'clock...had me turn to 10/4 o'clock...and the issue was solved!
So, when asked if there was anything else...I had Isaac listen to my machine run again...clunk, clunk...sounded like coming from inside the head of the machine...nope, Isaac asked how the hopping foot was set, and I didn't know, was at the factory setting...he said, "Oh, it may not be correct then."...told me what to do to set it...loosen it, put the hopping foot and needle in the down position, slide a dime under the foot until it touched the needle, tighten the foot, remove the dime, lift the needle & foot... test...no noise. Done. I've not had an issue since.
Now, I'm not afraid to follow instructions and troubleshooting tips. I've learned to adjust the bobbin mechanism so it does not overfill, how to adjust the hop of the foot, etc.

Our TL machines have the same issues that any longarm has...and if there is an issue, 99% of the time, it's some kind of adjustment we can do, or it's user error (who me?)lol.

Would I buy another TL machine? In a heartbeat! I just don't see a reason to ever need another.

Some folks don't realize these machines (Gammil, AQS, Innova, TL, etc.) are not your domestic machines. You have to be willing to do some maintenance & small adjustments yourself. You need to learn what makes the machine tick.

We have to adjust bobbin and upper tension some...sometimes with a thread change, or fabric used in the quilt, some bobbin threads don't like some top threads...you have to adjust the bobbin tension (we are told not to on domestic machines). What ever you were told NOT to touch on your domestic/home machine...forget...you will at some time have to adjust on a longarm.

TL machines use the same needles, bobbin case & bobbins as a Gammil...they have the same issues with tension on Gammil as they do on TL machines...on all longarms.

As far as service...here is what I've learned (and yes, I'm more patient because I have worked as a customer service tech before so know what it's like):
1. If you have an issue, contact your dealer first. Tell them the issue and see if they know of a solution. If you get a "Wow, haven't heard that before."...then either your dealer is new to longarm machines, or does not want to deal with the issue. Some dealers want to sell, but not service. They make a nice commission, and customer service is part of that deal.
2. Dealers asked TL company to have customers contact the dealer first, how else can they know what's going on with a machine? TL agreed.
That said...here is what to have, should you need to contact the company, or if your dealer has set a time for a three way call with the company, dealer & you:

1. The model of the machine (ansley, TL, Queen, 18.8, etc.). The model number from the side of the machine (or the fact that there is no model number plate).
2. When you bought it, and from whom you bought it (yes, even if a private sale). The company will help you no matter when you got the machine. The model number tells them when and what line the machine came off of...so make sure to include it.
3. When the issue started. What you were doing when the machine last acted correctly, and what you did between it operating correctly and the issue starting.
4. Things you have tried to rectify the issue (changed bobbin, adjusted the hopping foot, etc.). Did any of them make it better or worse?
5. Make sure to include your name, phone number (including area code), when will be the best time to call you...if it's 10 pm on Friday night, say that...they will try to work it in for you, if possible. Also leave the name and phone number for your dealer. Yes, make it easy on the techs...will save them & you time in the longrun.

6. Be patient...these techs don't just sit by the phone or computer waiting for calls/emails...they are workers on the assembly line, working supervisors, etc. They have to leave their position to come and call you. First, if you leave enough information...they will check that machine from that model number...see if any others have had the same issue, try to duplicate the issue, and get back to you.

Do not expect them to write out every detail of everything they want you to try in an email...that is just not a feasible solution, especially if you are not able to follow the troubleshooting items they try to convey over the phone...writing it down is not going to explain it any better, and they just don't have the time, most don't have computer access, they go to the office and borrow a computer.

I am not employed by TL company, nor am I a dealer...I do have a good speaking relationship with Ernie (owner) and Greg, Cameron of the TL company, why? I listen! That, and like I said...I've been on the other side and have learned to have patience.
Overall, I'm just a really happy TL owner & user.
Marge