the rep I spoke to just said to send the failed unit back in. Had to pull teeth to get any details and I think he just made those up. Reid (that's who he said was his name) gave me a fake email address just to get me off the line. This company must be going down based on the attitude of their customer service. He wasn't surprised the unit just failed and said I need to send my old unit in first before they send out a replacement. I hate this company and I rarely use the word "hate" User's recommendation: stay away.