daVinci questions

I'm new to this forum, but not to 3D printing. I am a technology educator, who teaches coding and 3D printing, among other topics associated with tech, and I use a daVinci 1.0 with my students. Recently, I began getting an "Out of Filament" error no matter which filament reel I used, and I even tried brand new reels (which I purchased directly from XYZ Printing, through Amazon, as indicated on XYZ's own website). Of course, the daVinci support is no real help (I'm sorry, but I always get the same woman and most of the time, I cannot understand her), as they wanted me to take pictures of EVERYTHING (serial numbers, screen error message, firm and software versions, etc.), even though I was conveying the info and problem clearly. I was informed they were having issues currently with their filament, but, of course, instead of just replacing mine, they wanted me to jump through hoops. Suffice to say, I did realize, after opening a few reels, that the filament was wrapped around and under the spool, and wasn't moving through the guide tabs in the casing. So I fixed all spools and tried again, and I had success with a sample build. My other issue, related to this one, is I don't know if there are people who service daVinci printers on-site, as I don't want to have to box up and return the product. I was wondering if it could be the chip reader (machine part, not cartridge part), and if it is, if there a someone who can come check it for me.