I think I would call them and ask, when will my machine be ready,.
As in the past I had, the service teck have a emergency and did not come in to pick up the machines,. like the other post maybe they only pick up on certain days,. or a teck had a vacation scheduled,.(this is what happened to me, at my ........Bernina, store and they just said it would take about three weeks,. they did not tell me that a vacation was planned,. but they should of told you how long they would have the machine,. in one instance when my daughter in law machine went in for service/maintenance,. we took it in and picked it up that afternoon, as they knew we had driven a hour and a half one way to see them, great service in Eau Claire, Wis, (they service a variety of machines). her's was a Pfaff.
Its good you took your machine in were you had purchased it, they know how to do any repairs on the machine,. usually if you bought your machine from them, the first cleaning/maintenance is free, within the first year of ownership. If its going to be awhile, to get the machine back, ask for a loner machine,........