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Sounds like either the orifice or burners need to be cleaned or you gas valve needs to be replaced. Either a clogged/dirty burner or orifice would block the flow of gas to the burners. So would a gas valve that isn't letting enough gas pressure through.
You have to remove the burners to get to the orifice so you might as well clean the burner too. The procedure is in the manual and is recommended annually
Here's the manual. The procedure is on page 22
Removing the burner pan is in page 28
I can't add anything to the instructions
Instructions say to slide t to the left (not right) then lift it out
I told customer service you want a refund. I can't be there to show you how to get it out. All I can do is point you in the right direction.