Hi, we’re sorry to hear about your experience. For such instances, Air Wick has created straightforward troubleshooting steps to help your Plug-In get back into working order. First, unscrew the cap from the fragrance bottle and insert it upright into a warmer until a "click" can be heard. Then, plug into the outlet upright with a refill bottle on the bottom. These devices are also sold separately, such as Amazon. For further assistance please call us at 1-800-235-6052 or send us an email on the Contact Us page on our website including case number RB0000595240, and we would be happy to help. We look forward to hearing from you! Sincerely, Your Air Wick Team!