You must send it to IKARUS for the repair, I actually was impressed with the turnaround. I sent the cord in overnight mail on a Tuesday and got a new replacement on Friday. The reason I didn't receive any reply was because the hurricane messed up the area in Florida where they are located. It only cost me shipping for the replacement of the cord. When I talk to Ed in Tech support he said to send the cord in if it the computer doesn't recognize it.