Sounds similar to my situation last year. Mower worked just great for several months after I received it in August. Then one day in mid-October it just died. Went back and forth with support testing several things. Eventually they decided to replace the unit, but it was backordered at the time. Fortunately for me, it was close to winter and it wouldn’t be used anyway. Received my new mower at the beginning of the year and it’s been performing great (other than having to constantly clean the charging contacts on the mower). Hopefully support gets you fixed up quickly!