I tried calling the customer service number. I was on hold for over 2 hours. No one ever answered. I tried using their online live chat service. That won't work at all. Finally found another telephone # for them. When asked about my serial # and model # they insisted it wasn't in their system. Funny when I type it into the website parts page it comes right up with all the parts. I even have the key number. They insisted neither of my numbers come up in her system. Then she wanted to give me a dealers name and # so I could get a key. I didn't order from them. My mower came from them not a private dealer. With this kind of service I won't be ordering Troy-Bilt again.