Bests & Worsts Reviews from Amazon

I purchased an Explorer 500 about a week ago. These things aren't cheap--it's about $500. Anyway, when I received this unit, it was at 0% charge, which I thought was odd because they are supposed to arrive at around 50%. I charged the unit and after about 6 hours, it was up to 60%, and then 5 minutes later it was at 100%. Also weird. I contacted customer service via their hello email address, and about 24 hrs later I received an email recommending I hold down the display button for 8 seconds to reset things. Well, after doing that, it charged to 90% and stopped charging as indicated by the input display, however, it slowly crept up to 100% over the next 20 minutes. Plugged some devices in, and the unit seemed to be working ok, but once it got down to 80%, it went immediately to 0. Dead. I have emailed them and not heard back. I cannot return the product. Apparently I'm stuck, and am out $500. Again, this is a NEW item. How can this be? This will certainly be the last time I attempt to do business with these people. Buyer beware! Update: After going back and forth (and writing the above review) the company sent me a new one along with a shipping label so I could drop it off at "any" Fedex location--spoiler alert-they wouldn't take it). The new one works perfectly and I am very satisfied with it. The return procedure definitely leaves something to be desired, and the 3 year warranty is great--but difficult to use.