No, I haven't had that happen. I have an Artista 165. Have you tried a hard boot? In other words, unplug the computer, wait a few minutes and re plug and start again. We have computers in our machines it seems like what we do for computers should also work in our machines! There should be a place on your machine where it can be reset to factory standard. Can you do that? Does that help? Do you clean and oil your machine? I've found that is really important even on the Bernina. I know that on my old mechanical machine I had lots of problems getting the tension right. I finally took it to a repair shop and he told me that changing the tension only works with the foot down and engaged. Otherwise I was just spinning the tension dial. I don't know if anything like that works for the Bernina, I just know that there are weird fixes. In your classes to show you how to use the Bernina, did they show you how to oil and clean it?
If these things don't help, I would email Bernina and find out what they have to say. You have some legitimate gripes and they are the ones that see that all the cogs work. (like repairs at your shop)