I'm only noticing this thread now and feel I must add my tuppence worth! I bought my new Pfaff from SMD in early 2019. I live in Northern Ireland where Sewing Machine shops are thin on the ground so after some research I took the risk of ordering, sight unseen, and sewed happily until late November when the buttonhole foot started playing up. I phoned SMD and they sent me a new buttonhole foot to try in case that would solve the issue. It didn't. After a couple of phone calls and them trying to help me, long-distance, they said they'd need to see the machine. So, they asked me to pack it up (I had kept all the original packaging in the attic) and they organised a courier to pick it up. After it arrived with them I had several further conversations with the engineer, over a couple of days, while he tried to work out what the problem was. Once they had the issue resolved they contacted me to tell me that they were returning my machine and a couple of days later the DPD delivery van arrived with it. I didn't have to pay for this service. They organised everything with the couriers and I feel confident in recommending them to others - particularly to those who, like me, can't actually get to their shop in person.