The Janome dealer in my town told every customer that had a problem with their new Janome high end machines it was user error. She said that was what Janome company told her to say and if she sent machines back she would lose her money. She gave everyone a Janome company 800 number to call about the problems. She went bankrupt as her customers were guild members who weren't shy about sharing the lousy customer service with everyone. I know another Janome dealer would not make it town again. Too many remember.