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Thank you so much for your thoughts. Actually, yes the food had been in the refrigerator. I hope that it isn't broken. To be quite honest, though, I think it is broken because when I put it at the highest temperature (140 degrees) it still feels like there is cool air, not warm, inside. Isn't it supposed to be warm?
oh and the plate was not warm at all. it was a steel bowl.
I checked the website and they have a bunch of replacement parts. I'm not sure which one is the heating element, but I'm going to have an appointment by phone with an Excalibur tech guy next week so maybe he can explain what to do.
Thanks so much for the suggestion!