I also own a Sailrite Fabricator. I make lots of bags, purses, wallets and totes. This machine gets it done!! Great price and yes they offer great customer service. It came in 3 or 4 boxes and what a great day that was!! I love this machine. Handles for my purses and totes are no longer an issue. I just smile and smile as this machine goes thru everything. We used a heavy canvas, 1" thick foam to make a padded case to hold our portable large dog crate. I told my husband, that might be too thick as we go across those seams - but it wasn't. It literally went right thru it. The thread is more like string, It's a basic straight stitching machine. Another great investment for my sewing hobby. It is a pleasure to use!