I have a Viking Emerald 118 - it is the only machine I have sewed on besides a borrowed Brother at the very beginning of my quilty life. I have had no trouble with it at all - sews like a champ, does everything I need it to without being finicky or giving me grief. I love it and would easily buy another Viking. I have not had experience with customer service, as I have had no issues with it, and like I said, my experience is very VERY limited. But for what it is worth, my machine is a workhorse and I love him!!!