Before you raise a support ticket
Step 1: Use the Help Centre Search
Many common questions are already answered in the Help Centre. Using the search bar is often the fastest way to find a solution.
Step 2: Check Setup and Operation Basics
If the issue relates to performance or quality:
Confirm the machine is correctly set up
Review threading and tension guidance
Check the needle condition and also check you are using the right needle
Check for worn consumables
Small setup issues are a common cause of performance problems.
Step 3: Pause Before Continuing Operation
If something does not look or sound right:
Stop the machine
Inspect safely
Do not continue operation if a fault is suspected
This prevents further damage and ensures safe operation.
Step 4: Decide the Best Next Action
You may not need to raise a ticket if:
The issue is resolved using the Help Centre
The problem was linked to a temporary setup change
If the issue remains unresolved, raising a support request allows us to assist further.
What Happens After You Raise a Ticket
Once a support request is submitted, it will be reviewed by our team and prioritised accordingly. We aim to respond as efficiently as possible based on the nature of the request.
Important notice
The information provided in this article is intended for general guidance only. Operating procedures, safety requirements, and compliance obligations may vary depending on the specific machine, configuration, application, and working environment. Always follow the instructions supplied with your equipment and ensure work is carried out by suitably trained and competent personnel.
To the fullest extent permitted by law, AE Sewing Machines shall not be liable for any loss, damage, or injury arising from the use of this guidance where equipment is used incorrectly, modified, or operated outside the manufacturer’s recommendations.
Need further support or looking to optimise your setup?
AE Sewing Machines offers technical support, servicing, genuine spare parts, upgrades, and automation solutions to help improve reliability, efficiency, and long-term performance.
If you require professional assistance, training, or would like to discuss service or support options, our team will be happy to help.
That's all for now, speak soon
AE Sewing Machines
Advance Enterprises Automation Ltd
Industrial Sewing Machines, Automation & Support
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