I wouldn't have a machine that causes that kind of trouble right in the door, it would be right back out the door asap. Take it back and demand another machine, even if they can fix the zig-zag issues.

When I got my new machine I got a whole set of new problems. You just have to open that manual and read. Usually it is a threading problem. Good luck!

I have three Pfaff machines. Some bobbins go clockwise, while others go counter clockwise. Not sure why the inconsistency

I had the same problem with a Viking Mega Quilter. I re-threaded over and over and missed the fact that I was threading the needle from the wrong side. I had someone sit with me and go step by step by the book and that's when we figured it out.

When I had a problem like that I bought a package of the silicone washers that you put in the bobbin and no more bird's nest.

What are these washers? I've never heard of them before. Where can I get them?

Plus, I know it should go without saying, but be sure the presser foot is UP before threading!

I have a Pfaff (not as new as yours, but still a Pfaff), sounds like a bobbin problem. When I've had this problem, I've found that my bobbin is wound wrong. Sometimes too loose, but I've also had a bobbin crack on me and I didn't know it and spent two days with a MESS on my hands. I also had a problem when I didn't get my bobbin locked in place. And lets NOT forget the times I've put my bobbin in backwards. Give your new baby another chance. Good luck and happy sewing.

I have purchased several older Pfaffs, and two new ones (Creative and Expression with 9" throat). I took the new ones back to the store for credit and refund and will NOT buy another new Pfaff as long as they are made in China. The older ones are made in Germany or are Swiss made (I think).

Make sure when you thread it that the presser foot is up and the needle is in the highest position. Those were my mistakes! And the dealer should be able to help you locate the issue if none of our suggestions work. Good luck! I love my Pfaff