When I bought my new Pfaff a couple of years ago, I couldn't get it to FMQ properly - bobbin kept breaking (with dealer too). It was away for TWO months and when I got it back, it was still faulty (I wouldn't take it out of the dealer until they tested it themselves) and they replaced it with a new machine.
It really took the shine off my excitement and it took me months to fall in love with it, unlike my old Janome which was love at first stitch. Hope you get it resolved quickly!