I got my HQ16 a few years ago from a quilt store that used it as a demo, then decided they didn't want to anymore. Not too long after I got it something happened and it wouldn't turn on. We didn't have a local dealer, so we called HandiQuilter, they said send them the machine, we did and they fixed it right quickly and didn't charge me for it. Great service and very nice people! Not a problem since. I love my machine.