I initially spoke with a rep who patiently explained the process of laying down a radiant floor and the benefit of using the SunTouch system. The local box store was unable to meet my needs for the size of the material needed for the job. I then called and spoke with a second rep who took the time to assure me that WarmYourFloor would provide the appropriate kit. He even went so far as to direct my attention to the online manual. I appreciate his patience (sorry, I am bad with names). The kit was received in a timely manner (California to Maine). I’m still prepping the floor for the floor mat but have installed the wiring. Long story I know, but so far, so good.