In defense of my tech person, she is filling some pretty big shoes. I have delt with the same Bernina Dealer for over 25 years and he is wonderful to work with. About 4 years ago, his right hand man, who was his tech person, passed away from cancer, he hired a new tech person, and she has worked her tail off to learn the trade. They are a small business in a small town, and do not sell very many 820/830's so she is learning as she goes. I really feel the problem is not local, as pityful, lazy, or greedy are words I would never use to describe my local dealer, as he has gone out of his way to help me, and done many things for me free of charge.