I have been biting my tongue for a bit but I said I must say something Now.
I am just one user of the CW machine and it has some real down falls, the big one is the router is in a box with tons router dust the next one is the software or to say all the updates that drove me nuts... the big one for me was the 500.oo upgrade that they didn't get right from the get go and wanted me to pay for it , and it made all my tooling (400.oo) just so much junk..that I could not use after the 500.oo dollar upgrade..and I said that's it for me..I'm not going to kiss off 900.oo dollars more that they just can't get right..I think at one time I had 10 software upgrades on the HD and Windows crash a time or two and that was a night mare not to say anything about getting a new PC and reinstall the software and it would not let me put my backup backs on the machine and all the pattern files I had..(and I had tons of them) that would not work anymore with the new software ver.
I don't want to put a wet blanket on your CW machine but I just call them like I see them..
Just a few things on your issues about the machine, or my take on it.
The dust in the machine is from the QC check they do on all machines before they ship them out to the customer. The do about a 20 minute carve to test all machine functions.
Software updates, CarveWright is continuously making these improvements to improve the machine control, designer functions and fix bugs. A lot of these are based on user input, wish we could do this and that. All of these are at no charge to the customer unlike, from what I've been told that other companies charge for updates.
Setting up a new computer, Did you notify CarveWright about the new computer? You are allowed 2 software license for each machine you own. You have to activate the license for the new computer in order to make all of your patterns workable for the new computer. Most often the cause of the software crashing is having to many patterns loaded into your favorites file (pattern list). Having to many loaded hogs up the memory and slows down the software.
Your upgrade, Was this the upgrade to the new rubber traction belts and machine calibration? After getting the machine back did you verify that the head pressure was good, the head was level? At one time the was a big issue with UPS and how they handled the boxes. A lot of customers reported that their boxes looked like they were tossed around and damaged. Poor handling caused things to get out of alignment and the above needed to be corrected before the machine would work correctly.