I've had Brother machines since 2001, needed to contact customer service maybe 4 times, each time had excellent response!
one response was especially heartwarming, a built in design , I think on the Dream machine , has a Japanese woman sitting on a blanket outside, it included an apparent poem written in Japanese characters. I love that design, put it on a jacket but wanted to know what it said. I emailed customer service, about a week later they got back to me, explained they had to research it because it was written in ancient Japanese characters that they didn't understand but they did find the translation, can't remember it all but I do have it written down in my manual if anyone needs it. Basically it says it is a beautiful day.