They are correct - no machine will read a zipped file. That is very easy to take care of - just go to the zipped file and high light it, then at the top of the screen there will be a tab saying "Extract All". Click on it and it will open a new file - in the new file it will have the individual patterns. It is possible there are different extensions to use - save the EXP versions to your USB stick and then your machine should be able to read it.
You sound like me when I first got my machine - my dealer didn't tell me a thing about unzipping files or even a better program than the one that came with the machine. Thank heavens for the internet and the Road to CA quilt show. There was a dealer there with the upgraded program and he was able to help me over the phone. I finally found someone in San Diego that knows the Viking machines and the the various programs to go with them.
I love my machine and hope you enjoy yours. It took me quite a bit of playing but it has paid off and I love embroidering.