I received fast service shipping them out when purchased. I had to connect the power cord to the mat and had questions about steps I should take doing so. I used email to contact the support as instructed through the web site and I still haven't heard back. I figured it out on my own and it works great melting snow on mat however it is just as slippery when the mat is wet, so I had to come up with a solution for traction. Now it is working well.