If you are having that much difficulty - another machine could be the answer. 2 things.
I just searched for MC 9500 forums and there are a couple help pages and blogs:
http://blog.tv-sewingcenter.com/jano...o-your-janome/
I helped someone with a Bernette (Janome made) and it was folders that customers didn't understand. Neither did some of the kiosk's employees.
If you do want another machine - go to every dealer you can find, sit down and tell them what YOU want to do.
If they want the sale, they should take the time. They should also offer classes. If they don't, then move on. Everyone here has a favorite machine. The machines are good, but all dealers aren't. So if you want a particular machine and the dealer isn't helpful, doesn't matter how good the machine is.
Even if you do get another machine, try again with the MC9500. If you get it working you might get more for it on a sale than a trade in.