We’d like to provide information about your toaster, and address the issue you’re having with toasting. If you’re using the Bagel setting, we can advise toasting will only be on one side, as only the inner heating elements are used in that mode. We also expect that toasting may be uneven. We have information about what to try if items aren't toasting enough on page 8 of the manual; that’s linked here: https://images.salsify.com/image/upload/s--qLnuKRXy--/0d0207591b7921ca81c85acc030d10d7ea2008ce.pdf. General troubleshooting is also available on that page. Among other tips, we recommend disconnecting the toaster from power for a couple of minutes before reconnecting, to reset it. If you continue to have issues and think the toaster isn't operating as designed, please contact our warranty team directly at 1-833-4BODEWELL. Information about the warranty is available on page 11 of the manual.