I purchased a DCC 44 tonner HO scale engine close to two years ago. I've hardly used it and now, when I power it, it moves very slowly and a small wisp of smoke comes out. My frustration lies in that I cannot talk to a person when I call the service number and the website is frustrating and confusing...passwords don't work, multiple sign ins.....I just want to return the engine and get one that actually works. Please help.