I feel your pain. I too want to cut small items and can't get the speed slow enough. The problem is obvious so I don't know why it is taking so long to get resolved. I am thinking about asking to return the product for a full refund. I hate to do it since this cutter is here, works on big stuff and since the fix would be as simple as a firmware replacement, but I am losing hope in ever getting this resolved. I am thinking I better give them at least a month before I through my temper tantrum (only been about 3 weeks for me).