AZ has been bumped up to 2 1/2 stars. The quartz tube arrived safely. It was not chipped, but once again there was no seat ring enclosed. Luckily, I ordered one separately. My heater is now working.
Advice to anyone else who has to replace their tube through AZ:
1) Order the seat ring along with the tube. Even though the ad specifically says the ring is included, it is not. Just save yourself the hassle from the start and spend the extra $8.
2) If the tube arrives chipped, don't bother to call AZ and try to get a return label. It won't happen. Save yourself the time and trouble and simply send it back at your own cost. It's $15 through UPS.
3) No matter how frustrated you get, don't waste your time looking for the quartz tube someplace else. All other places will price gouge you because they know how terrible AZ is and they think they can get away with it. One place is charging $220 for the replacement tubes that cost $65 through AZ. Just suck it up and deal with AZ.
4) Lastly, if you haven't bought one of the AZ Patio Heaters, they may look cool, but they are far more trouble than they're worth. Pay a little more for another brand after researching their customer service. It will be worth it in the long run.