Hi Steve,
Thank you for reaching out and we're genuinely sorry for the inconvenience you've encountered. To better assist you, kindly send a brief 10-second video of the issue to daphneg@vigoindustries.com, along with the complete model number, your full name, phone number, physical shipping address, and a short description of the problem. Our Senior Product Support Representative will promptly review your case and provide assistance tailored to your needs.
Regards,
VIGO Product Support