This is why I use brothers machines! I have 14 different machines in this house many vintage 4 are brothers. All of them are newer machines. 3 of the 4 are embroidery machines. Brothers has been very helpful over the years. On one machine they sent me the parts and told me how to install and adjust the new parts. It was a whiz and so easy. Twice I sent other machines back for service and they were the best. On the phone their service reps are so helpful and willing to get it right. Of course I did not have any kind of problems like yours and it shows that good customer service goes a long way. Word of mouth is the best advertisement. I always recommend Brothers machines from low to high end they are the best IMO. I am glad for you.