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Tension wont move on Frister Rossman 972?

The upper thread tension seems too tight, the upper thread keeps breaking and adjusting the tension doesn't seem to make any difference.
Machine is brand new.
Jayne, May 2020
Are you sure he machine is threaded correctly? Double check step by step against the manual.

If the machine is really new, what about a warranty claim?

Shhdj, May 2020