I chatted with a technician and he thought that it was the sugar motor so I ordered that and followed the video. The replacement was simple but didn't resolve the problem. So back to the website and pulled the face of the dispensing unit off found the plastic part that holds the button that actually causes the sugar to work was broken. Back to chat got the help finding the part needed. Ordered new part and got the return slip for the part that wasn't needed. Again easy to follow instructions and repairs made. Technicians were both friendly and very helpful. Feels good to repair it myself. Love appliance pros. Have been using them for two years now