Steps and considerations in solving technical problems

(As seen in "Machine Quilting Unlimited")

   During the years I have provided technical support to sewing machine operators, there have been many topics that surface when solving problems. These can vary from thread quality to skipping stitches to proper machine lubrication. I spend many hours each week walking people through various troubleshooting areas to come to resolutions - sometimes over the phone and other times in person. I am excited to have the opportunity to reach many sewers and quilters with technical topics.  I plan to cover the nitty gritty details of specific problems for domestic and longarm machines. To begin, I will review a basic lesson, and possibly the most important. It takes patience to overcome any issue. In this article, I want to outline necessary steps to being ready for issues, things to do once a problem arises, and what can be done to maximize learning from the experience.

Take Time To Learn The Machine

    I once watched my 4 year old son try to unscrew the battery door on a favorite toy. He worked hard at the task, but alas he was using the wrong end of the screwdriver. His frustration was so great that he began pounding the toy with his backward tool. I mention this to illustrate a great point. We may have the right tool and it may even be functioning properly, but unless we understand how to use it properly, we will find nothing but frustration. Sewing machines - although more complicated - are similar. Be sure to get the proper training to use the tool, and spend time practicing and learning how to use it. All too often I have had customers forego basic training then call months later insane with frustration over technical problems, which would have been avoided with the proper instruction. Also, keep learning. Techniques and technologies change and update over time. There are many qualified sources for continuing education and training for all sewing and quilting machines.

Think Ahead

    Solutions to technical problems with a sewing machine begin long before the problem arises. From the moment you begin looking for a machine, during and after your initial training and while using the machine, be mindful of the issues that will come up. Anticipation is a great asset in avoiding and overcoming technical problems. Here are five things to consider.

1) How will you receive support? The wrong time to be searching for an 800 number or support address is when you are panicking about a broken needle and jammed sewing hook. Gather information support information before hand. All sewing machine operators should have the following in a handy place; Record of the purchase, serial number, copy of the warranty, name and contact information for support, copy of the machine’s service manual, and instructions on how to bring the machine in for service.

2) What is plan B? Despite best efforts, sewing machines occasionally need to be serviced. Consider what needs to be done if the machine were out of commission for an extended period of time. Perhaps the technician needs to order parts or support is many hours away. Be ready to call customers to reschedule projects if needed. Also, think of other machines that might be available to use during the down time. In the end, it may come down to simply having a little quiet time away from the sewing studio to catchup those other areas of life that sometimes get ignored when sewing or quilting.

3) Schedule in time for routine care. Consider the common saying that a little preventative care now goes a long way to avoiding big problems later. Ask a support person or consult the service manual. Use this information to gather together a schedule of regular maintenance for the machine. Clean and oiling are often needed on a regular basis. This care is usually done by a trained technician or it may be expected to be done by the operator. Which ever the case, be strict when it comes to care of the machine. Many times I have worked with stressed customers that demand immediate repairs only to find that the machine had not been cleaned or service regularly, resulting in increased costs in parts and time.

4) Only experiment when you have time. Gadgets and accessories have tempted many sewers and quilters. These can be a great help, or a huge detriment to your machine. Avoid working with them when swamped with deadlines. If possible, evaluate the new item on a machine at a shop or show booth where it is sold. Ask plenty of questions about the installation and use. Here is one general rule to live by: If you don’t know how to remove it and get your machine back to where it was before, then do not use it!

5) Invest in yourself. Take the time to invest in your own technical ability. The more you understand about a machine’s proper workings, the more problems can be avoided and overcome quickly. This may include regular training in both operation and care of the machine. Review online and print media for helpful topics. Consult local trade groups and guilds. Remember, you are the most important asset in your sewing venture!

Approach The Issue With A Clear Mind

    Emotions are another common hurdle to overcome. Good ol’ Murphy’s law dictates that severe issues only happen when on a deadline at two o’clock in the morning on a weekend.  When the thread begins breaking, looping or skipping occurs, or the tension is just incurable, take a step away. Clear your mind and re-approach the issue. You will often find simple mistakes with backwards needles, mis-threading, or other obvious problem. Nothing is more frustrating than driving 7 hours to a tech just to find out your needle is backwards.

Review Recent Activity With The Machine

    Thinking back on recent use of the machine is one of the first steps to any trouble shooting. In most cases, the sewing machines worked properly at some point in the past. Review the projects, type of materials, and features on the machine recently used. Make a list of what aspects of the machine have change and been used around the time the problem began. This will be invaluable when zeroing in on a solution.

The Tech Is On Your Side

It may be experiences with shady car mechanics or rude plumbers, but many sewers and quilters I have spoken with find it easy to assume the worst about the intentions of a tech support person. There may be exceptions, but most techs want to help. They derive pleasure from solving problems and making the machines work properly. In many cases technical support is provided by the shop that sold the machine. The best source of future business comes from happy customers. Most techs understand this. Here are a couple of key points to remember when working with your tech.

1) Try to not be offended by the seemingly elementary question he or she asks. The biggest mistake a tech can make is to make assumptions about your situation. They often being at the most basic areas first and make their way to the more complex issues.

2) Although you are very special and unique, chances are your issue is not. Technicians work with machines problems everyday. It can be tempting to assume that your issue is extremely unusual and requires unusual attention to solve. Listen to the technician and allow room for the mundane questions and fixes in the beginning.

In the end, keep in mind that nothing is more desirable for a support technician than for your issue to have a quick and painless solution. Working along side each other is the fastest way to get you back to sewing and quilting.

Know Your Limits

Here is a scenario that I have experience on more than one occasion. A frustrated customer calls with an array of problems. We talk through the list of issues to find that it all began with a simple issue initially. To solve the problem, the brave quilter went through the entire service manual making every adjustment and repair listed. Needless to say the machine then suffered from many user-inflicted problems from which they have no idea how to recover. Some sewing and quilting machine operators are very skilled and experienced in machine repair. Others, however, are like my four year old son and are discovering for the first time that a screwdriver has a useable end and an useless end. Know your limits when it comes to your machine. This limit may be set by your own knowledge and experience, or it may be set artificially by your support technician.

Learn From The Experience

Being the geek that I am, I see every problem as an opportunity to learn something new. Each machine problem you have will teach you something. Don’t allow this golden opportunity to pass you by. I strongly recommend you document any issues you have. Write down a description of your initial perception of the problem. Also record what symptoms you observed in the stitching or operation of the machine. Finally record the steps taken by you and your technician in solving the problem. This information will be valuable when the problem comes again or something like it. Next time you will be ready! Or even better, you will use the new knowledge so that there won’t be a next time!

These considerations will provide smoother sailing. Learn your machine and keep current with training. Think ahead to issues that may come up and make plans before they happen. Don’t let frustrations and deadlines cloud your mind when trying to find solutions. Know the machine settings and materials used when a problem arises.  Remember, the technician is there to help. He is not apart of a conspiracy to make life difficult. Also, know your own limits technically. Avoid going beyond a “point of no return” when fixing issues. And finally learn from the problems, so that you can avoid them in the future. It takes patience to solve problems. Instead of endless headaches that ruin your love for sewing and quilting, give proper attention to technical issues so that they can be reduced to minor learning experiences that empower!

Good Luck and be sure to leave comments below about your thoughts!

-Todd Fletcher (aka QuiltGeek)