My most recent experience (the second) was a warranty replacement of a Snow Joe snow blower, but I'll mention the first contact as well. It invlolved troubleshooting the snow blower on Chat and it went very well. The technician (whose name I don't remember now) was very patient, leading me through the two tests systematically. While the snow blower breaking after such a limited amount of use was disappointing, this session was straightforward and we reached a conclusion quite quickly. The snow blower needed to be replaced, but unfortunately, my model was out of stock. The second contact was after it came back in stock and was handled by Romel Mendoza. It, too, was handled efficiently and professionally. About the only problem was finding a box to return the broken machine, since I no longer had the originally packaging after a year and a half. But after that was settled, the new snow blower arrived about a week later. I've already charged and tried it out, and it works fine. I am very pleased with the process and how quickly and easily it was handled.