Hello, We are sorry to hear that you are having trouble with your Ultramax toilet. We work hard to make products that people will love, but sometimes these things happen. We are committed to providing quality products, so please reach out to us directly so that we can assist you with the problem. Our Technical Support team is standing by to take your call. They can be reached at 1-888-295-8134 between 8am - 8pm Mon - Fri EST and press 4 when prompted. We also have live chat on the TOTO USA website. I hope this helps and thank you for choosing TOTO.