I own 2 Brothers one from the local dealer, and one I purchased on line from Kens sewing center in Georgia, and both had excellent customer service before and after the sale, I would speak to the shop owner and if he did not respond in the manner you expected try Kens on line, there are lots of places that can service the machine, including the local dealer. I had "lesson" coming to me for the embroidery machine, but have never used them as I subscribe to some yahoo boards and get all the help I need. I have taken my machine in once for a minor problem at no cost, and it is due for a checkup and cleaning, I purchased it in 2010. These are really trouble free machines. The other Brother I own is the 15oo series quilter which I adore.
Good Luck
Pat