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Babylock crown jewel II - grinding inappropriately


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Has anyone experienced their crown jewel grinding while moving forward and backward? The dealer's technician came to my location and oiled the machine and replaced the strip of track for forward and backward motion. The machine has started grinding again. I watch the machine gear and it does not appear to be off the track. However, the mechanism it is part of vibrates/grinds as if the motors are engaged and I'm trying to move it manually.

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