Is this happening when you're sewing (2 layers of fabric together) or quilting (3 layers - fabric, batting, fabric)? Does your needle plate have a hole for the needle, or is it a wide oval (for doing zigzag stitches)? Video will be very difficult to send via an email, can you post the video somewhere online and then post a link to it here? Or maybe take a picture of what the stitches look like and post it.