When the "bad" dealer was at my house, trouble shooting, and on the phone with "tech support" they couldn't fix my problems, and after 60 minutes they had no answer for me. - I contacted Quilt E Z and within 5 minutes on the phone, their technical support person diagnosed the problem and arranged for the required part to be shipped - no problems since then with the software/machine, but major problems with the dealer, who shall remain nameless.... per the requirements of the board.