They need to train staff on how to provide good customer service when calling their small appliance customer service line. They should not expect customers to know what parts are called and what parts they need to order in order to fix the issue. That is why someone may be calling and I certainly did not look into how to make this appliance and what the components are called. The worse place I have called in years and spare me the attitude. You are making the crappy appliance that plastic pieces melt apart!