Which sewing machine is it? We might be able to help.
I have a Brother 1500 with a needle threader, I've run into a lot of frustrated 1500 owners who hate the needle threader, they can't get it to work. But it turns out they just don't understand how it works. Once I show them and walk them through it, they're delighted because it's so easy. Maybe that's the case with this machine?