My dealer wouldn't take it back. In fact, she got quite nasty the last time I had to take it back in. This machine was so bad, that within 5 minutes of sewing on it, the bobbin would jam and the thread sensor constantly said that the upper thread was broke when it wasn't. It was so frustrating, I wanted to throw it out the window, but it was too heavy. Finally talked to another dealer and traded it for a Pfaff Creative Sensation. They did tell me that others were having the same type of issues. Their technician was sewing on it and it was doing the same thing as it did for me. I figured I'd better get out of there with my new machine fast before they changed their mind. As far as Bernina giving good customer service, I've come to the conclusion that's only if the machine is working ok. They told me my problems were because I didn't know how to sew on it. Good riddance to this machine and the rotten dealer.