Kevin,
You need to call them and get some help. I've never had either of those. Well, at least not after I learned how to use it. When I first got it I had never used a sewing machine so while I was learning I made some mistakes. I called Dave and I also called the guy who taught me to make saddles and they both helped me out. Dave will stay with you and get you fixed up. It's probably something that you have set wrong or are doing wrong.
Art