I have had this happen on occasion with a dense embroidery design on a thicker sandwich. It is as if the dense design gets hung up too long in one spot and then too much thread is at that spot. I also have had to take out my needle, remove the throat plate as far as possible and operate to get the quilt and thread to release. I try to use less dense designs on thicker sandwiches. Remove the plate falls under general cleaning and maintainance in my opinion and will not void a warranty. Is there an actual hole or are the threads just separated? Separated threads can be coaxed back into place with a pin. If it is a hole, you can put a label over it or add a pre-made embroidered patch in a guy theme.