A:Answer Hi there, sueKNewYork. We are sorry to hear that you are having issues. We would be happy to assist you. For the most accurate information, you will need to connect with our Small Appliance Team, Curtis International. They are responsible for units such as yours. Their team will be better equipped to assist you. At your earliest convenience, we recommend reaching out to them at 1-800-968-9853. ~Keyanna