I was told at the onset that it would be about 4 weeks before they were able to get to it. The day before the scheduled repair, they called to confirm. The technician was young, and had almost a year of experience. He was unable to figure out how to repair it. He came late afternoon, after working on a major installation earlier in the day. He took off his boots upon entering the house, but his socks had soot on them, which then got the carpet dirty. He said he would have to talk with his boss to figure out the solution. About two weeks later, they called to set up an appointment to have a more experienced technician come. Rick arrived on time, and in about a half hour, had the stove working well. In addition to the burner not coming on when it should, the glass front had been broken. Rick said he could get the glass, but they would have to charge me for travel to and from Builder's Glass in Greenville. He suggested that if I was comfortable doing so, I could get the glass and install it myself and save some money. He very clearly showed me all the steps to installing the glass, as well as making sure I knew how to light the pilot light. I got the glass, installed it, and the stove now works perfectly.