Well sadly I have had the similar experience at the Brother dealer here, and so I use the Babylock dealer and they are great. I had issues with the Brother dealer, and asked for the manager of the store, unfortunately that is who I was speaking with : ( so that did me absolutely no good to call the manager. So instead I emailed Brother about my experience, and they replied back thanking me for giving them the info. Not sure what happened, since I don't go in that store anymore, but at least I felt better : )