First, there is no direct live agent contact via phone for issues with their products that are really an investment - as they are close to 1000.00. Second, I have emailed them several times about the remote control and their response is that I haven't purchased or I stalled the batteries VP-6 machine needs the CR2025 button cell battery ( I had to pay for at Amazon separately)- which I did as I have common sense. I have written 3 times asking for a replacement/ return and I was ignored.