Lopi barely feeds

My 2014 vertically vented Lopi AGP barely feeds pellets, except on MAX heat, when it sound like the auger is virtually constant and the flame is huge. Very helpful dealer came out, did the clean thing and said "it's supposed to recede into the burn pot and then get big again." OK, we went through maybe 5 lbs of pellets, in a whole day, with the setting just SHY of max. Auger loose on shaft? Circuit board not telling disc/auger to feed?
Any clues? Thanks!

It was installed December of 2014 and it did work "normally"; cycled where I could hear the pellets dropping, the auger GROANING (but NOT when the dealer was here.) During the weeks of (-13 degree) cold days, it went through a 40# bag of high grade, hardwood, low ash pellets in about 9-11 hours. I never ran out "OUT". The auger sounds like "Halloween Tales from The Crypt", like a hinge on steroids. But of course, it's RANDOM. Sometimes it makes what I could consider "normal auger pushing pellet noises", with the pellets clinking in from the feeder disc. .
Setting is on "AUTO FAN", feed rate one notch below MAX, draft half-way point. If I dial DOWN the draft, clinkers DO form. The vent "hat" is 2ft ABOVE the snow on the roof. I understand the "heat dial" tells the circuit board to "pause" then "feed" then "pause" with shorter pauses gives higher feed rate. It seems to do nothing, EXCEPT on MAX, where it sounds like virtually constant feed and creates a BIG flame. So, yup, it ran ALL day (8 hrs) yesterday and maybe 5-7lbs burned. Yup, at 7 weeks, it's still under warranty.
You've been helpful in narrowing it down, so thanks! Joe from Oshtemo. . ( Kalamazoo has actual suburbs!) Newbie pellet owner, as you can tell.