Most reviews that I have read are based on the condition of the product when first received. The Comfortbilt fireplace insert stove that I received had a couple of problems, one being the fire would intermittently go out after being lit. I contacted customer support and the technician quickly determined that some settings on the front panel were not correct for my type of stove. He then proceeded to determine the SOF switch that monitors the fire was faulty. A backup switch was already in place so I just connected the backup and the insert has been working flawlessly ever since. A new replacement switch has been received and inserted as a backup. So the product had a problem when received, but this happens from time to time, it does not make the product poorly designed. What is more important the customer service was excellent, he even offered to take a call on the weekend at home, and the technician diagnosed the problems and I am a very satisfied customer.