I recently needed to contact SnowJoe because my snow blower, after less than 1 hour of use, started smoking. The person I spoke with processed the warranty in a relatively timely manner (25 minutes because he kept repeating everything he said and everything I said) but the problem was that I had to send the unit back. When I told the agent I did not have a box big enough he told me to "find any old box" or outsource it... that was no help. I contacted my local pack and ship store and they quoted $65 to package the unit up to send it back. I escalated my concern twice to see if you could send me the replacement so I could use that box, but I was told repeatedly that is not your policy. The first person again repeated the "any old box" line and added I should find a donation box - I have no idea what that is and when I asked what that meant, she replied that I should know what a donation box is. The second person - who seemed to be a supervisor told me I could use a few boxes and tape them together. I ended up paying $55 to have the unit sent back- I find this highly unsatisfactory - and to add insult to injury, the replacement unit appears to be of worse quality than my original unit. Everything is plastic. We are expecting a big storm tomorrow but I am hesitant to use it - but you can be sure I am keeping the box! I have had snow joe and sun joe products before that were fine - not great quality but they did what they claimed but to have a unit start to smoke after less than 1 hour of use (not continuous) is not acceptable. The reason I gave 2 stars is that you did honor the warranty - granted I had to pay to complete the transaction, and the unit it not as sturdy as the original but at least that was easy to accomplish.