Bad customer service

Intersew had me take the machine to a retired technician of their's in P.E. and after 2 days he told me Im using incorrect needles and inferior thread. I find that strange as the machine had been working fine for 3-4 months after they had made an \adjustment "when machine was returned to them just after I took delivery of it and discovered the problem. I was told the manager of Intersew would contact me on 9th March I'm still waiting for some type of communication from them."""