I have been in email contact with someone at Janome. Unfortunately they can only be so much help that way. She has answered a few of my questions via email. I have told her that I feel they should discontinue selling through this dealer as it gives Janome a bad name. I love the 12000. But surely was a huge mistake buying where I did. I don't know about other stores, but this one has a no return policy. Only exchange, which I didn't know till I got home.