Three Steps to Take before Calling a Technician for Your Machine

Posted by on February 19, 2014

If you’re having an issue with your machine and you feel that it’s time to call a technician for advice, it’s best to prepare a few things before you call to help ensure successful resolution of your issue. The technician is going to ask you a few common questions, and if you’re prepared, it will save time on the phone.

What is your name and what model machine do you have?

Your machine is serial numbered and should have been registered. (If you purchased a used model, it might not be registered to you.) Go to our website and register your machine if you haven’t already done so. This is an important first step, as the technician will keep a log on your machine to help track any maintenance issues that may be repeating and could give them insight into the machine history. It’s kind of like keeping a medical record on your machine. It’s a good thing.

If you are experiencing a software issue, the technician is going to want to know the software version you have along with the machine model

The software version is located on the touch screens, which means you would own a model with a computer attached. Here’s where to find the version number:

  • Click on your Home Button
  • Click on Set Up
  • Click on Updates
  • Click on System Info

Write down everything you see on that system information screen. The technician will want to know most of that important information.

TIP: Some long arm owners keep a 3-ring binder with everything in it (manuals, TinLizzie18 news tips and blogs, make, model, year, serial number, system information and maintenance records.)


The technician is going to want to know if the error can be repeated, duplicated or if there is a sequence or pattern to how this error happens.

If you can take a minute to think about the circumstances of the error, and get the error to repeat,  it will save both you and the technician some time. We also know that some errors do not repeat or that the type of issue you are having might be a one-of-a-kind issue.

You can request service via our website, or you can call or email your local dealer or the TinLizzie18 Retail & Training Center near you to help you with any questions you might have.

Happy Quilting!

Filed under: Blog,TinLizzie18 Quilting Tips

<< View all posts

© 2018 TinLizzie18. All Rights Reserved.   |   2263 West 7800 South   |   West Jordan, Utah 84088   |   888.784.5818   |   Site Map   |   Legal Disclaimer   |   Privacy Policy