I can't believe your email with response from Brother - here in Oz, I have had excellent service over 4 years with Brother Innovis 4000D - bought shop used at reduced price, played up a few times and didn't like shopkeeper's attitude so contacted HO here and was told to take to any other Brother shop as still under warrantee; I did that and haven't had a problem for 3 years after 3 parts were replaced.
Carpel Tunnel etc in hands means I can't do much hand emb so I've been machine embroidering for 5-6 years, have little Brother machine for general sewing & patchwork whilst embroidery machine is doing it's own thing - definitely need two machines; embroidery is combined with patchwork these days Enjoy both types of sewing, there is magic in embroidery!!!!