When I upgraded a number of years ago, I bought my first Viking which lasted a looong time and recently upgraded to another Viking (for more features, not cause the old one broke). I chose Viking because when I called the local dealers for several brands, they were the only ones who offered to send me a video of the machines and to come in for a test. All the others did not provide customer service when I told them I was just researching machines at the time.
That being said, dealers for the same company can vary across geographies. I think all the majors (Viking, Pfaff, Bernina, etc) have good machines for all price ranges. I chose on customer service after I narrowed it down to 2 machines. The dealer I went to also told me about the payment plans they had and they took my old machine (both times I purchased Vikings) as trade-ins. Ask if they offer free classes on how to use your new machine. Avoid dealers who try to pressure you into a more expensive model. Find one with the features you want and stick with that.
Good luck! It is confusing to try and sort through all the different models. And I found websites for the manufacturers to be the least amount of help. They actually provide very little info. Sewing forums such as this are good to find out what experience people have had with different manufacturers. Google the brand name and "forum" and see what comes up.
Saff
