I have called Ambex several times, and they have been very helpful, even though I bought this roaster used, not from them. I'm sure it is really hard to troubleshoot a problem over the phone, especially one that has so many unknown variables. Last time I spoke to Terry, and he explained to me the difference in the design between the new ones and my older one. he said the older ones had import motors and were difficult to keep clean. we went over places to clean, and ways to get to them. most spots we had been reaching and keeping maintained.
I think the decision for me was based on a size between 2 and 5, a standing (not table) model at that size and price point, OK is closer than FL, and I'm impressed with the design, features and price of the US roaster. I wish I had more time to shop and more money to shop with, more roasters to visit and chat with. I found a 6 # San Franciscan close to me. no one is roasting on it. it was purchased brand new, 300# has been roasted on it. they went under, and a woman bought it because it is pretty. it is sitting in her cafe/art gallery not being used. I came close to buying that one, but too many unknowns.