Our gas fireplace wouldn't start and we were referred to Rachael to help troubleshoot the problem. We tried several things ourselves such as changing the batteries in the remote before calling Enchanted Fireside, but none worked. After Rachael walked us through several steps, we were able to make an adjustment to the fireplace that provided the solution. Our hats go off to Rachael who did an excellent job in helping us come up with the solution. We commend Enchanted Fireside for the excellent customer service provided. Keep up the good work. It was a great help to solve the problem over the telephone rather than have to have a service call.