I feel your pain and anger. Nothing is more important than having your complaints addressed. It seems like you were ignored and that is not acceptable. I am shocked that the manufacturer was so indifferent to your complaints. If they don't care, why would we expect the dealer to care. They have your money and probably don't care or expect to sell you another machine. My local shop is wonderful and someone else named them as a good place to go--The Stitchery in Howell, Mi. are all great people and greet you like an old friend every time you go in the shop.
Sue