Update by user Dec 14, 2018 A representative emailed several times, offered help to troubleshoot, and notified me of a pending product change, which caused confusion of important product features. In the end, they followed up several times, making sure to help fix the issue. They also shipped a new seat, just in case the fixes didn't work. They also apologized and told me the Customer Svc Rep didn't follow procedure, which contributed to the frustration. In the end, with their support, the issue was resolved. Update by user Dec 14, 2018 RESOLVED.I received an email, one of several follow-ups from Cozy Winters, helping to resolve this:1 - The customer service agent didn't follow the return process. They apologized.2 - They shipped a new seat cover out to me. It's en route as I write this.3 - New information was provided, to help troubleshoot any problems.4 - The instruction sheet shows an arrow, and points to where the button is supposed to be.5 - The product-design is changing over, and the button might be located in a different location. The instructions show a design which is different, but similar parts are still in those locations. This causes confusion. The small button has moved, it's a black button on a black seat cover. You'll miss it, if you're following the instructions. With their guidance, I looked and found the power button.All in all... the seat cover actually works. This email response from their representative helped resolve everything. Original review posted by user Dec 13, 2018 Ordered a heated seat for a vehicle. The product was defective. Their customer service was poor, but determined the product was probably no good. They'll issue an RMA, but... I have to pay for shipping. They also "test" the product when it comes back, and they said that can take up to 30 days. They said they'll return my money, after I pay to ship it back, and after they receive the product. If you post a review on their website, it says the review has to be approved, before it will post. No wonder all the reviews were 5 stars! They likely filter the bad ones out.