Impressive customer service! For the rest of my life I couldn't figure out how to get this thing to burn, but I called their 1-888 number and got a very helpful response from a technician. Problem solved but if the simple solution he told me over the phone didn't work he was also willing to work on a replacement. Many Thanks. So for future buyers who may encounter this problem: This product contains a sensor that will automatically turn off the gas supply if it does not detect a flame. Some other reviewers have indicated that this sensor needs to be heated. In my case, the service tech told me that the sensor was supposed to *touch* the flame - he even suggested bending it very carefully with pliers to make sure it's fully inside the flame. So just write down how you set it up. Otherwise an easy installation process, very nice clean look and seems to give off enough heat for easy cooking.
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