New E180 Build Plate not working

[AndrewBlade]

HI,
my new E180 is just arrived but the build plate movement is damaged.
I mean almost all time it can't move and make a terrible noise. Also if i try to move by menu controls or if a try to print.
Nothing is blocking the plate under or upper.
It seems that the "hardware" from the engine keep moving but the plate (attached by a plastic chord) stay stuck ad make the terrible noise.
What can i do?..also i try to upgrade firmware (by the easyprint upgraded software) but it only reboot and the firnware remain the same.
Thanks For all
Andrea from Italy :.-(

[William]

You should contact the sales at first.Then they can help you and sending you the new parts