If you haven't already sent it back, please try tightening the bezel holding the ceramic heater in place. Hand tighten it, then use a wooden block or rubber mallet to tap lightly all around the circumference, then tighten again. Use a rubber glove or something that will give you a firm grip. I used this method to cure cooling in one of my FVs just yesterday.
I guess I have an old model : I v been trying to untightening it with full force but it doesn't move at all...