We are sorry to hear about your experience with your Instant Pot Lux. We appreciate you taking the time to provide your feedback about the customer service you received. We strive to provide best-in-class customer service and will, therefore, request images to determine not only what may have caused the problem, but attempt to identify what may be causing it in the hopes that a quick-fix may be offered while at the same time verifying your warranty eligibility. Please do not hesitate to reach out if you have any questions about the Lux Instant Pot or any of our other products. We want you to be pleased with your purchase and are always standing by to assist!