Things I've learned from this thread:

a) Stay away from Janome machines and the Janome corporation
b) Be grateful for the sewing machine repair people in my own town
c) When a supposedly knowledgeable service person does not know what Error 1 means, it may be a hint.

By the way, I recently posted about my Golden Touch 'n Sew needing repair, that I am considering buying another machine, and asked for suggestions, which I greatly appreciated from all of you. Well, my local sewing center repaired my machine (two gears and feed dogs replaced--my choice); I got it back in less than a week and it runs beautifully again. The cost for repairs was not cheap, but as the first in 40 years, seemed very reasonable. He did tell me the timing belt seemed okay but when that went, repairs would be more than the machine is worth. Good to know but I'll keep it anyway. They had a nice Viking at the sewing center on sale for $449; did everything but make coffee, apparently. But I'm still thinking and looking.....

I am glad you have your machine back. What a relief!!

Dina

I have a 30 year Janome and a new Horizon. I have had nothing but good service and great machines. Everything depends on your service department. Both of my local servicemen are cranky and that is because women don't have patience with them. I try to always be nice to them, just in case. Don't burn any bridges, but don't take any c--p from them either. You do have a warranty. Keep calling Janome. Emails get little in the way of action usually. Inform the store of your dissatisfaction with their vague diagnosis and loss of services for your machine. Ask for a loaner. We have loaners here. Most shops are sensitive to your needs. Janome needs to plumb up theirk service and teach them how to fix and diagnose machines correctly. This is a training issue. But shouldn't be on your nickle.

More reasons to love my Bernina.

I think this is a problem with all major manufacturers and if you decide to stay away from Janome--you had better stay away from not only Janome but New Home, Kenmore, Elna and Viking! The problem really isn't the sewing machine--it is the service person. It is just like cars now.

I love my Toyota but my local dealership sucks! I got way better service when I broke down in a different state than I ever got from my home-town boys and if my home town boys would have actually listened to me instead of charging me for stuff I didn't need--I wouldn't have broken down! Taking my husband was no help at all and probably was a major reason the service guys here didn't look at what I told them to look at.

I would go to the shop and ask for my machine back. The same thing happened to me once with our microwave. It turned out the door just needed adjustment.....Good Luck

I feel your pain and anger. Nothing is more important than having your complaints addressed. It seems like you were ignored and that is not acceptable. I am shocked that the manufacturer was so indifferent to your complaints. If they don't care, why would we expect the dealer to care. They have your money and probably don't care or expect to sell you another machine. My local shop is wonderful and someone else named them as a good place to go--The Stitchery in Howell, Mi. are all great people and greet you like an old friend every time you go in the shop.
Sue

I agree with sending your husband in, mine is the "diplomat" in the family, and he would get my machine back done or not.

I would ask for a different NEW machine!! Apparently there is something wrong with the new one you bought!

It's great to hear you got your machine back! I'm sorry you had to go through this. It is not rude of you to enquire about what is going on with it, especially since you bought it from them. It is VERY rude of them not to return your calls and to leave you "out of the loop" of what is going on, or make vague excuses instead of being straightforward.

I've worked customer service too, and the key (as someone said) is communication!

Regarding Janome, I bought my machine on ebay, but I can email them and they will help me with my questions. I don't think, in this case, Janome is the issue, it is the dealer.

Since you have warranty it might be worth the 2 hr. drive to go to a reputable dealer if something happens again.

btw, was it the motherboard? My machine died and I took it to a small town guy and he replaced a fuse. He also let me take a video with my phone so I would know where it is and how to change it myself the next time. He wasn't even a Janome dealer.