sounds like my experince with the dvd player. Don't ya love playing phone tag. Phone them 4 times not to get a call back. sounds just like my ordeal. Just stick with it. bug the crap out of them. something well get done. I after weeks of the same thing just phoned the stores head office and that got things moving. within 3 days i got a refund. don't even bother with store manager go above him then there well be some progress.