Hi could you clarify what they sent you? A new dryer or a new vent cover? Did the not tell you to use rigid ducting and try to blame it on poor installation? I had 3 dryers in a row in the same shed with a more or less identical setup and none of the others were burning our laundry like this one has since the very first few loads. I haven't been able to dry anything on high nor fill it, which defeats the purpost of forking out the extra grand for extra large capacity. I specifically requested a machine which could wash queen comforter with sheets in one load which this one can do only if I dry on low. I'm not sure who has 2 full hours to dry their laundry. Also, the washing machine portion performs horribly. It's so poor I've had to wash lightly soiled clothing on heavy duty with triple rinse. Anything that is actually dirty or sweaty (socks, sheets, dog bed covers) requires a pre-wash, plus heavy duty wash plus triple rinse and they still don't look or smell fresh. There just isnt enough water or agitation for truly dirty items. We had speed queen top-loader in our old place and it worked wonderfully. I'm not sure if this is simply a front-loader problem, but it could be. That said, the laundrymat front-loaders perform very well (not sure of brand) so it can't be only a front-loader design issue. I an curious to know how much SQ was willing to help you out. Please share if you see this posting. Many Thanks! Alex