Bests & Worsts Reviews from Amazon

I was very excited to receive my new machine. Took it out of the box and carefully followed all of the instructions, including watching the video tutorial that came along with it. Tried the embroidery and it did the first color beautifully then on the second color the needle broke. I followed the video for replacing the needle, tried again and the second needle broke within about 30 seconds (yes the flat part of the needle faced away from me and yes the tension was at the recommended setting and yes I was using stabilizer etc. etc.). The packing materials in the box clearly stated not to call the place where I purchased it but to call Brother directly, which I did. They instructed me to check if the bobbin case had scratches or fragments in it. Negative, so I was told to replace it and try again. Did that, the machine went into a safety lock and the Brother help desk told me that I had to drive my brand new machine to a dealer 45 minutes from here to fix it as they could no longer troubleshoot over the phone. I'm beyond disappointed, I'm angry. This is not an inexpensive machine and this poor quality and service is unacceptable.