Any time you buy something that is manufactured, no matter what it is or who made it, you run the risk of buying a lemon. Sounds like you have a lemon, and the only Bernina Dealer in the country that does not pride its self on customer service. I just bought the 830's little sister, the 820, and I love it. There must be something wrong with your thread sensor. Customer care is their trademark. Remember, the squeaky wheel gets the grease.