Call their tech support center and have them diagnose because that sounds insane. If there's something genuinely wrong with the product (which to be honest, I kind of doubt), they'll send you a replacement. They're at 1-800-523-9466 and available 24/7.
Off the top of my head, there are three possibilitiies:
1) check the lamp type that you're controlling. They're rated for incandescent, but if you're driving LEDs or CFLs, the inrush current you get from those lamp types may be enough to cause the device to fail. They make a version of the product specifically designed for those lamp types if that's the issue.
2) How warm does the thing get? Because these are devices that could get caught in a couch cushion, they're thermally protected. So if you're controlling too many lamps, or have it sitting on a heater, or trapped between two pillows, theyll shut themselves off (permanently, I think) to avoid a safety issue.
3) Is there any possibility that someone's simply been turning those lights off with another switch? In other words, when this product is installed, you should use the dimmer to turn the lights on and off, not a wall-switch and not the switch in the lamp. If one of those are turned off, the dimmer doesn't get any power to do anything. Just, before you declare it broken, take the dimmer, and find another lamp in the house that is wokring, and quick plug it in to see if it works.
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