I've had this for a few years and the gentleman went through a few things with me and then proceeded to tell me that I needed a new base that would be like $95 and asked if I wanted him to place the order and I told him no. My husband came home from work and looked at the blender and played around a little bit and found that the lid has to be in the right spot in order for it to work. Maybe you should change your support flow chart to actually help the customer instead of immediately saying the base is bad and it will cost you $100 to replace