I called because my foot controller had stopped working. I purchased the Brother 6000csi in April. I wanted to see if I could get a replacement for it ( 32.00 finally pd ) she kept reading from a script which had nothing to do with the controller. I told her many times that I had troubleshooted everything it could be, she continued to read from a script and asking me to cut the machine off and on. I finally got so frustrated and disgusted that I hung up. User's recommendation: Don’t call help desk.