This is really not a complaint, but a different point of view from the other 2 complaints. I own a CGR30LP, manufactured by Sure heat. Granted over the last 5 years I have had some issues with it, but the customer service to this day has been fabulous. I know most of the people there have been there for years and are very knowledgeable about not only there product but other grills as well. I have ordered parts before and usually received them in about 10 days. I don't think people understand that you catch more flies with honey then vinegar. If you call acting like a jerk people respond to you differently. I have always been pleasant and they are pleasant to me. Customer service is just that. They can't control all the things that happen in a company. I know there job is to make things better, but all they can do is give you the information that they are given. As far as the lady with the conversion kit, if you pay attention to the website for Costco, it tells you what kit to order for your grill. I am not saying that they are the best customer service department ever, but they work well with what they have. Considering they listen to angry people all day, maybe you all should take the time to think about "would you want to be treated like you treat them" I think no.