All of the above are good suggestions. Perhaps just getting all the information to the currant dealer is the place to start. Make sure he knows everything that happened before he came on the scene and make sure you let him know that you believe Bernina should have been of more help to you when you no longer had a local dealer. You don't make that kind of investment in a machine to buy headaches.

Thanks Lois and Renata.... for your encouragement and input.! My machine is an "820" the model without embroidery
capability. I think they are pretty similar, tho. I got it in May of "09" and there is a long and convoluted history of
stuff including a trip to Aurora..or so that dealer said ! Tho there seems to be no record of it there . I suppose I should
get my notes together again and try again. I have a friend who is very good at letter writing..and maybe she can put
things in a better frame than I. Those of you reading this ... Berninas are wonderful ! My 440QE was super ! My current dealer
is a 3 hour drive away and it is hard to maintain a good customer relationship at that distance and getting it repaired is
time consuming and expensive even before you pay the bill. When this machine sews ...It Is a JOY to use ! A real JOY !
So...That all said...I will persevere. Norma...for sure would include dealer in some way and the service guy as well....
don't want to anger anyone. I'm cranky enough for all of us ! I will be awhile getting things done.

I totally agree with Norma regarding keeping your dealer in the loop ahead of whatever action you might contemplate. After all, the dealer can be your greatest advocate and, in the end, is definitely going to become part of the solution, for you. Your dealer can also give you some good suggestions on how to approach Bernina USA, if you decide to go that route, based on his/her experience with them.
PS If you do send a communication to Bernina USA's top management, I would definitely cc: the dealer.

Renata, you are fantastic. I think this a good start, but Marylin, it might be a good idea to inform your new dealer about what you are going to do. Hopefully he will agree

Marilyn,
I just went on the internet to find whom you might write to at Bernina USA about your 830, if you are so inclined. If it were I, I would send an email to the president of Bernina of America, Inc. and copy his vice president, Michael Perich. I think that might be a start. Here is the contact information:

Paul Ashworth
President Bernina of America, Inc.
mailto:pashworth@berninausa.com

Michael Perich
Vice President Bernina of America, Inc.
mailto:mperich@berninausa.com

Because, on the surface, this is a dealer issue, the help desk at Bernina USA is going to direct you back to the dealer (it's a pretty standard, boilerplate response), and it is not necessarily inappropriate. Of course, the dealer you are going to now could also help you go up that chain with Bernina USA on the assumption that he/she agrees with you regarding your machine. I purchased a Bernina 380 that was problematic and the dealership's technicians were left baffled. My dealer packed up the 380 and sent it to Aurora, IL (Bernina USA) and their technicians worked it and returned it in proper working order. I did not have to get a replacement machine because everything was fixed at that level. Had they not been able to fix it, I am confident I would have been picking up a new machine (I'll never know for sure ).

If you want to know a little more about Mr. Ashworth (he is the new president of Bernina USA as of this year), there is an article I would commend to you:

http://napervillesun.suntimes.com/business/11804912-420/new-bernina-leader-looks-to-expand-market.html

Hope this helps.

idaho wrote:
Marilyn, I don't like it that you have had so much trouble with your 830 and that you have had difficulty reaching the attention of Bernina's Customer Service at a higher level than your local dealer. That's particularly disturbing since that dealer went out of business. It's not right! When I had trouble with some King Tut Superior Thread being wound incorrectly on the spool and consequent thread breakage, I heard from Bob Purcell personally and he rectified the situation in more than a satisfactory way. I wonder if there isn't some other way to get their attention. I am thinking of trying another contact a person, like the woman who is head of the Education division here in the USA. She has been a guest on TQS and demonstrated using decorative stitches and other features of the Bernina's to make lovely clothes for children. I will try to find the Episode #. I think she played an important part in the development of the 830. I would think she'd be appalled that another division of the company wasn't working hard to uphold the reputation of the company and the machines they make. I wonder if we can't find her email address. I think Bernina needs to see that you are a satisfied customer particularly since the problem is being discussed on an international forum where many of their valued customers participate. It is hard for me to imagine that every owner, or likely future owner, of an 830, or any of Berninas' wonderful machines, wouldn't feel a whole lot more comfortable about the purchases they've made/are likely to make knowing you are a satisfied and well cared for customer. I for one dream of owning one of their machines one day. That dream will come true only if I can be certain that their customer service is as good as the machines they manufacture.

I'm so sorry to hear about your problems with your 830.
I'm glad that so many others love their machines because in the coming week I think I'm going to take the big step. I got a very good offer on a 830 and Thursday will show if it's mine.

I really hope all your issues will be solved now.

Well, Lois ...it seems to me that if you don't have that dealer as an intermediator( sp) You don't get too far.
My first communication got no reply and my second got a " sorry , please see you dealer" etc.... finally
after original dealer closed, current one accepted my request and is honoring the parts warranty, etc.
Current service is adequate....I just don't think I get the attention from management as I might if I was
nearer and could work up a good relationship! They certainly don't need my business...and I live too far away
to impact them. So..I vent and will try to get it serviced once again ! Thanks for listening !

Well Marilyn, I was going to tease about all those UFO's you have gotten done being the reason Bernie is tired but I do know the frustration you are feeling so I will be good.

idaho wrote:
Have you thought of relating the entire history directly to customer service at Bernina. What kind of warranty is there on the machine?

Nancy...I don't think all 800 series machines are such a problem ! But this one has been loaded with issues
from the day I brought it home ! I had the misfortune to have a truly rotten dealer...now out of business !,
thank heavens !.... But, I really believe this machine was a lemon from the factory ! Too late now ! Current
dealer/repairman has done a good job trying to correct problems...is just a hundred miles both ways to take
care of things ! RRRRG

I think that's part of the problem with these very expensive machines. All the parts are expensive to replace and fix. I really hope they get it fixed for you Marilyn.

Sorry to hear that! I've heard such good things about the 800 series. I hope they get it all worked out and she stays healthy for a long time!

Nancy

Thanks for the smile, Rita ! This machine has been a real experience( in lieu of other words) from the very beginning !
I would have kicked it to the curb if it weren't so expensive ! Thing is, :shock: the repair bills are mounting and I might
be getting to the tipping point !