When I bought my Brother NX650Q, I was offered free classes with it, but when I explained the nature of my learning disability, I was offered private lessons so I could learn and not be disruptive to a class. The private lessons were also free and the store owner came in on two separate Saturdays (they are not open on weekends) just to help me. Now THAT is customer service.
When my daughter and her friends bought me my Walmart Brother machine, I didn't get free lessons, but it is a much more basic machine and not computerized so lessons were not so important. The biggest difference I have found between the two of them, (other than cost and bells and whistles, of course) is that when I use the Walmart machine, it seems to vibrate more, so I just put it on a couple mouse pads and no more vibration. I have had the Walmart for 12 years, and the NX650Q for 9 years and neither has had to go to the "hospital" yet.