I agree, I had a ruby for a yr and loved it so much I traded all the way up to the Diamond Deluxe. I also have a fantastic dealer which is essential to have. I'd first see if your issues can be fixed, maybe just needs adjustment or something. If you don't want to go up to the Ruby, which by the way, Viking has a great sale on all of thier machines right now, some with free 5D software. You might want to check out the new Opal, there are two of them and both are built for quilting. I'd first check to see if yours can be fixed. I have 3 Vikings right now and love them.
If you aren't getting good customer service now before point of sale, its pretty safe to say it won't get any better after they get your money. No matter what machine you go with I think you need to find a better dealer to start with.