Please contact tech support to troubleshoot. If we determine that the door has defective components, we will offer to exchange it. However, in order to ship the replacement we require that the defective door is returned to Primera for analysis and refurbishment. We will ship the replacement as soon as we confirm that the defective door has been received at our service facility or has shipped (confirm by tracking number).
Depending on the problem, tech support may recommend purchasing these additional internal door parts instead of exchanging the door.