I've been buying on Amazon for 9+ years and I can say, without question, that this company has the most responsive, professional and amazing customer service of them all! Let's talk about my experience with Brandline Customer Service first then I'll talk about the Maxtra Pole Saw.So, I ordered the pole saw and it came in quicker than promised. However, this particular unit had an issue and was inoperable after only a few minutes of use. This was on a Friday afternoon (CST). I requested a refund via Amazon on Friday evening and was impressed to receive an email response from Brandline Customer Service on Friday night. They first assured me that they would take care of the issue then asked a couple of clarifying questions about the failure of the saw. I replied back immediately.Saturday morning I received another email from Brandline thanking ME for MY quick response (while I was thinkinh I should be thanking THEM for THEIR quick response). They again assured me that they would "make it right" as quickly as possible and offered to rush me a replacement instead of the refund. I replied and said that would be acceptable.SUNDAY I got another email stating that they were working to get the replacement shipped out but they wouldn't have a tracking number until Monday (I'm thinking.. "okay, that sounds pretty amazing..."). Well, true to their word, I got a tracking number Monday morning with their promise to send me email updates as THEY tracked the package for me (keep in mind, they gave me the tracking number and I could track it myself..). Tuesday morning the replacement was delivered to my door. Original broke Friday evening, Tuesday morning a replacement is delivered to my door. WOW!! That is customer service!The entire time they continued to apologize for the inconvenience and assured me they would "make it right" and they did!The BEST customer service on Amazon in my opinion!Now, for the pole saw itself.When you first take this out of the box you'll notice that the engine is a BEAST. In the picture, it looks like your standard line trimmer gas motor - but this thing is considerably larger. The fuel mix is not the typical 50:1, it is "25:1 to 30:1" - probably because this monster needs its petrol fix!! I mixed fresh 92 Octane gas with premium 2 Cycle oil to 25:1 and filled up the large gas tank. I put "Lucas Synthetic Oil" in the chain oil reservoir and connected the chainsaw portion to the motor section. The first unit was really hard to start but the replacement fired up after a few pulls and then on the first or second pull every time after that.The good: This thing has a 10" blade which is larger than most other pole saws out there. If you've tightened a chainsaw's chain this is identical. Suggestion: tighten the chain and run at wide open throttle for 20-30 seconds. Shut it down and retighten the chain. Make sure you visually check the chain slack between cuts.Powerful! Again, this thing is a beast. Hit the throttle and you're almost intimidated - this thing means business! I easily cut through several 6-8 inch oak limbs.Surprisingly nimble. You can position the oversized grab-handle for incredible balance. Suggestion: assemble the motor unit and chain unit only and then position the grab-handle for a neutral balance (holding by the grab-handle only, the motor and saw ends are level). Put a small mark (Sharpie) on the pole where it meets the grab-handle (use the side closest to the motor-end). Next, add the extension pole and readjust the grab-handle for a neutral balance. Make a second mark on the pole where it meets the grab-handle (again, on the motor-end). You will now have 2 marks a few inches apart. Reposition the grab handle so the edge of the handle is centered between the two marks. This gives you the optimum balance whether using the extension pole or not.The not-so-good: Not really a fault but this thing is heavy. It ain't your typical weed-whacker! Plan on a pretty good upper-body and core workout. Also, by the very nature of what this thing is designed for (cutting branches way up in the air) You're looking straight up a lot. The chips produced by saw instinctively look to land in your eyes. Therefore, I HIGHLY recommend either a full-face shield or goggles (the ones that seal around your face - like we used to wear in high school science lab. The cool sunglass style safety glasses won't cut it and you'll end up with wood shavings in your eyes while holding a monster of a saw above your head - not a safe scenario.It is a little awkward holding a saw 11-12 feet above your head. I suggest getting used to this thing by using only the saw section/motor section at first (no extension pole). This gives you a little more control while you get used to it. Also, do not anticipate zipping through all of your trees in five minutes. You MUST take your time as you go through your work. Finally, be mindful of where you are standing relative to the branch you are cutting. Make CERTAIN you are not directly underneath the branch being cut. Trust me, gravity does work (and surprisingly fast when you're holding a saw 12 feet over your head!) And I can't stress this one enough - keep your immediate area clear of cut branches lest you trip on one while looking skyward!Other thoughts: Do not be inclined to try to force the saw through the work. When the chain bites into the branch you'll feel it trying to pull the saw upward. Just control the saw from that aspect, not from trying to force it through the branch.You're going to get in a good workout - be prepared.Having a helper nearby is a really, really good idea. They can haul the cuts away from your feet and its just a good idea to have someone there in case something goes wrong.Take your time and check your surroundings often. Tripping while holding this thing in the air is probably the biggest danger.Understand that the branches look deceivingly smaller/lighter when they're 12 feet in the air. Some 6 inch cuts came CRASHING down and I quickly realized they weighed upwards of 75-100 pounds. You do NOT want to be pile-driven by one of those!Check the chain slack often.SPECIAL NOTE: the aluminum pole sections get warm while using the saw. You MUST allow the saw to cool completely before trying to separate the sections. As the aluminum warms up it causes the joints to really hold tight. Once the poles are cool the sections slip apart very easily. (I sprayed the joints with the garden hose to speed the cooling and that worked fine.)All-in-all a really good saw for the money. I wish the chain guard was made of aluminum or at least a more rigid (nylon-reinforced?) plastic. Doesn't really impact the saw's ability to cut though. The biggest thing for me was the customer service! They WILL make sure you are satisfied. I would rate the overall value at a 10.