I have always purchased my hardware and tools from a store in town. The owner of the store is a guy that I have known since I was in high school. The guy has owned the hardware store for as long as I can remember. I purchased some supplies for my home from the hardware store. The item, which was an air conditioner, had a 5 year warranty on all of the replacement parts. My husband and I keep all of our records. We kept the record for the air conditioner. One there was a problem with the machine in the third year, my husband contacted the company and ordered the replacement parts. The person on the phone was very helpful and friendly. She helped us research the part so we could get the right number and order the proper item. She even emailed us a picture of the part, just to make sure that it was in fact the same item that we were looking for. I have to be honest. The service was much better than I anticipated. The replacement parts were shipped out the next day and they arrived to me three business days later. There was even a note inside of the box thanking me for my support of the company. There was also a 20% off coupon for any other heating or air conditioner supplies that we needed in the future. If only customer service was this nice all of the time. My hubby had to call customer service to talk about our internet features and the guy on the phone seemed absolutely clueless about the process. My husband knew more about the internet than the technician on the phone.