We are sorry to hear about the issue you have encountered with your snow blower. With a 252cc Toro Premium 4-cycle OHV engine, you’ll power through the most challenging snow and ice conditions. The blower features hardened gears in the auger gearbox, eliminating the need for shear pins. We also stand behind this machine with a 3-year warranty, which provides protection should there be any manufacturing defects upon inspection by an independent Authorized Service Dealer. Please visit Toro.com/locator for an independent Authorized Service Dealer near you. You may visit Toro.com/manual for the operator's manual to obtain troubleshooting tips for your machine. Overall this machine receives 4.4 out of 5 stars from over 1000 customers. So we encourage folks who have any issues to utilize the warranty protection and you should have a 4.4 plus experience!