I took my machine in because it stopped working in the middle of a commission quilt. I explained what was happening and was assured I would get a call. After 3 days, I called and they hadn't gotten to it, but would. I called again on the 5th day and I was told it would be 3 weeks before they would get around to me. That couldn't have been explained when I dropped it off?!?!? I basically went off on them and they were able to fix the machine for pickup the next day. I've tried giving them a second chance, but most of the time, when I try to call, I get voice mail. I'm done trying. With their inconvenient hours (I work full time), lack of customer service, and inability to answer the phone, I would not recommend Gratz at all. They treat you well in the shop, but if you have an emergency or need to call, you'll be out of luck.