I would call the company again and go up the management chain. This company constantly denies there are problems with their irons. I talked with a higher level employee at a quilt show some years ago and told him what I had been hearing and he flatly told me there was no problem with their product. If you read previous posts you will see many problems. What you were told is not appropriate and for a company to say "it happens often" is not the answer Then to send a new one just covers up the problem. So.......make the call again but to higher level management.