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What John says is right, that if you call Splendide, you'll get a tech who will walk you through the the problem-diagnosis step-by-step without rushing you to follow his suggestions. I had a positive experience working with Spendide via phone about 5 weeks ago; when I'd ask the tech if he wanted me to hang up and call back when I had something to do for him that was going to take 5 minutes or more, he said no, he was glad to hang on, and for me to take my time. After 45 minutes of trouble-shooting, he narrowed the problem to 2 things, neither of which could be fixed without parts. However, calling Splendide for help might have solved the problem if it had just been a belt that came off or something that needed to be reset.
Good luck--and call Splendide!
Carolyn
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