In November we tried to use our 1-year old gas logs and discovered that the thermal coupling would not work. After trying to locate a local supplier (NONE..including the Home Depot where we bought it!) we contacted the Customer Service Department for Sure Heat. The service person confirmed the part number we supplied and the cost of approximately $15 and said it would be sent immediately. Three and a half months and numerous lies later, we are still waiting. We contacted them every one-two weeks, getting more and more irate with each call. Last month they could not find our order in their 'system' and we had to start the process all over! But, "no problem, the part would be shipped that day." Since then we have called every week and are again being told that the 'part will go out today, ' but, 'no, we don't have a shipping number yet.' Home Depot and Lowes no longer carry their products and it is an easy assumption that this is part of the reason...as well as the fact that other comments confirm that their products are shoddy, shipped with missing parts, and generally, of poor quality. We really have no expectation of receiving the part at this point, and expect to have to incur the expense of a completely new gas log system. I can assure you that our next system or any other gas appliance will certainly NOT be manufactured by Sure Heat. I am amazed that they are still in business!