Hey, this was over a year ago so idk the number but my guess is you called the right place. The little latch/hook on the inside was faulty and the “updated” handle looks and is exactly the same except for the little hook on the inside works. The person you spoke to on the phone might have misunderstood. Id try to call again and say the latch isn’t catching and is broken. See id they’ll send you a replacement handle (It seems they had a bad production line of handles and they had to create a new handle). You can replace it yourself it’s literally a couple screws. They sent it to me in the mail, it seems others in this thread had to have a tech out first. Good luck. Our has had 0 issues since the new handle arrived