Here's a very, very gentle reminder that the Dealers are contractually obligated NOT to give price quotes over the telephone. The Dealers can not do anything about this, the contract that they have with Bernina would need to be renegotiated and re-signed.
My suggestion to anyone who is interested in purchasing, trading up, doing research etc is to call Bernina's US headquarters (in Chicago) and let Them know you're a dissatisfied either potential Bernina customer, current Bernina customer or a former Bernina customer who would like to be a Bernina customer again. Let them know that you need Bernina dealers to be permitted to give price quotes over the telephone and let them know why. Be kind about it.
http://www.berninausa.com/
Customer service is a separate issue. If you're not happy with the customer service with a particular dealer it is helpful to discuss that with them so that they have the opportunity to see what the needs of their customer base are and meet them as best as they are able.
Sometimes a shop and a customer are not a good fit for no particular reason...look around to find a shop that is a good fit.
Teri