I am sorry that she has not contacted you yet..hopefully she will.
I agree with the one who stated that it came fromm quilt advancing..I always tie off my thread and put the needle in the up position because I am so afraid this will happen to me....As far as the hole..I am wondering how big it is? Could a little 007 work to smoosh the fabrics together and heal the hole? Other wise applique will be the only way.
I woudl feel horrible if this was a customer of mine..and I would try to fix it straight away! I hoep she takes care of you!