Poor quality of NV95E

I purchased a Brother Embroidery machine NV95E from Metro Home in Menlyn in June this year. I have been experiencing a problem where the top cotton keeps breaking. I have checked all setting and the thread and it is correct. I did notice that there are small cracks in the top cover and this is causing the cotton to get stuck, pull and snap. Each time the thread gets stuck there it is making the groove bigger and bigger. I have contacted Metro Home for further assistance but I received no response from them. Who do I contact or speak to, to get this problem fixed / checked. The machine is brand new and I have not been able to use it. I am very disappointed in my purchase of this machine. The lack of support and after sales service is non existent.