The good - I was able to talk to a live representative who was pleasant and knowledgeable. The bad - the product. I was surprised that my original 4ie thermostat only lasted 3 years and, as the representative informed me, only has a 3-5 year lifespan. Furthermore, when I received my new 6ie thermostat, I discovered that it has a vertical interface, not horizontal. Why would you design a replacement thermostat that has a different orientation? I had no choice but to cut a hole in the wall of my new kitchen and remount the junction box. This was a major inconvenience and worse for others who are not handy. Replacements should have been issued at no charge or a substantial discount. As someone who has worked in manufacturing management, I understand the importance of a quality product, customer satisfaction and customer retention. WarmYourFloors has fallen short in this area.