My Bernina 830 is a pain.
I have a Bernina 820 and I love it. It is the sweetest machine and has so many cool features. I think you need yours serviced and by an authorized Bernina repair person. If the shop where you bought yours isn't willing to help you maybe you should contact Bernina and ask for a recommendation. I am sure they want you to be satisfied with your purchase. They take pride in their product and don't want you to be unhappy.