To be honest, I would take the machine and button and fabric to the dealer and show them what happens. It may be an adjustment that needs to be done, or perhaps the buttonhole foot is defective, or (heaven forbid!) user error. It's really hard to tell from a distance.
I know some machines are better at buttonholes than others. One of the reasons I prefer making quilts to garments is that most of my quilts don't require buttonholes!!!