It goes without saying that this is very unfortunate. We will put every effort into solving this issue together with you.
First of all, it's important to be sure that it's your product is defective. It could be solvable settings issue. Our experts are standing by to determine this with you. They are available on weekdays via chat (the button at the bottom right) or via e-mail (firstname.lastname@example.org) between 10:00 and 18:00.
If a part turns out to be defective, and you are within the warranty period. We will send you a new part free of charge and, if necessary, help you through the reinstallation process through the chat.