Update by user Jan 12, 2021 They have not contacted me so far... and I just used a piece of paper squished down hard, and pushed it into that little opening to help hold down the bar a bit more... Original review posted by user Dec 13, 2020 paid $500 for this machine, because i've been so pleased with all your previous machines, and this one is a waste... I have just wasted at least 10 sheets of 13x19 heat press paper trying to cut out trucks the guiders are not low enough to hold the cutting mat in place, so it goes all over the place thus it is not cut correctly... and when do the no mat cut with the vinyl the vinyl moves all over the place too.. what can i do now... i've already thrown out that big *** box so how can i send it back??? User's recommendation: stick with the rest.. leave the pro alone...