I contacted the SmartPlug people late this afternoon via email. I had an email response back in less than 15 mins. Terry explained that the plastic clips are vital to the design. Since our SmartPlug came with two of the three clips broken, this caused the failure. As I stated before, we had to install it since we were departing and WM didn't have any more in stock. SmartPlug has offered to send us a new one (to US address) as this is covered by their warranty. I am impressed with the customer service.