It sounds like you have a dealer who won't be in business very long based on their customer service. I would say that the Dealer you purchase any high tech machine from is on of the most important things to consider. If you dealer sucks, you will not have the support to learn the machine, ask questions, etc.
My dealer offers lifetime machine classes for free. Their service dept is knowledgeable (owner's husband) and I have called him many times when I had an issue and he walked me through it at no charge. They are in Florida (Lk Mary) and I would not trust either of my Bernina's to anyone else for repairs. The "Bernina is all metal parts" as far as the inner workings of the machine. The embroidery hoops are plastic. The Bernette sold by some dealers is not the quality of the Bernina. I also have an Elna, 3 FW, and a touch sew singer and the singer my Dad bought my Mom when they first married so I am pretty familiar with a lot of machines. I chose the Bernina over the Viking because the staff at the Bernina store was so much more knowledgeable and helpful than the Viking people at JoAnn's. I visited each store (3 different JoAnn's) and the Bernina dealer multiple times before I decided on my Bernina 200. At the viking store inside JoAnn's, they could not answer my questions and would only demo the embroidery for about 30 seconds. I had whole designs from the Bernina store that I brought home each time I went in to ask more questions or see some other feature of the machine. I wish you had had a more positive experience. The dealer and customer service is high priority when you spend that much money for a machine.