Wow. So sorry the store you purchased the machine from is not helpful. A few years ago I bought the 11000SE and a Babylock Evolution serger from a Sew & Vac in Sarasota, FL, and they were so wonderful. I have free lessons for life, and free maintenance for 10 years on both machines (annual checkup/cleaning are not included in that, but if anything goes wrong with the machines they are covered). I'd go back and talk serious turkey with the dealer if I were you, and I'd also report their lack of support/assistance to Janome. Hope you find what you need.