customer service

[bwink]

I have had my Amaya xt for just a few weeks. I broke a needle, replaced it and finished the design I was doing. When I started the next design, the machine does a couple stitches then jumps forward and then back making a knot. It then says thread break and it's not broken. Then I noticed it doesn't always pick up the bobbin thread. I have rethreaded, changed needles again and took the top plate off and cleaned. My problem is I can't get hold of customer service to help. The phone rings and rings. I called the main office and they sent me to another person with whom I left a message. It's been three days. I guess I'm glad I don't have my business set up yet or I'd be out a lot of business without a machine for this long. I got a hold of the gentleman who sold me the machine and he says it's the timing. Any suggestions?

[SkyLinePrints]

It sounds as if the hook timing might be off. If the needle hit the hook when it broke, that is probably the source of the problem. Hook timing is in the reference manual on the cd rom that came with the machine. Its not hard but it requires you to pay close attention to what you are doing.

I would still attempt to get hold of tech support. I havent had an issue getting hold of someone when I called. If all else fails, call and ask for the general manager at Melco. They should know how to get hold of the service manager. I assume the machine is underwarranty and if needed, they will send a tech to get it going.