We're glad to hear you're pleased with your new toaster. Thank you so much for taking the time to post this positive review.

Oh no! We're so very sorry to hear you're not pleased with your new toaster. This is certainly not the experience we want for you. Your comments are extremely important and will be considered by our product design team for review. Thank you so much for letting us know. We truly appreciate the feedback. - Tierra@GEAppliances

As we continue to make improvements to our appliances, your feedback is extremely important to us. We will pass these comments along to our product team to review. We also advise taking advantage of your limited warranty to get this issue resolved. You can view your warranty details on page 7 of the Owner's Manual at the link below. https://products-salsify.geappliances.com/image/upload/s--2ItrHxwD--/2ae906a9b3ba56a3512eda04492446137776b7d1.pdf